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Precision at Scale: Redefining ITAM with ServiceNow Zurich
Autonomous Reclamation: The End of "Shelfware"
The most significant pain point in Software Asset Management (SAM) has always been unused licenses. Zurich addresses this with Intelligent Software Reclamation Agents.Unlike the static rules of the past, these AI agents use real-time usage telemetry to identify "removal candidates" across SaaS and on-premise software. If an employee hasn't used an expensive Adobe or Salesforce seat in 30 days, the AI doesn't just send an email—it can autonomously initiate the reclamation workflow, re-harvesting the license into a central pool for immediate reuse. This shifts SAM from a quarterly cleanup to a real-time cost-saving machine.
Hardware Asset Management (HAM): The "Sourcing Agent"
The Zurich release brings a new level of physical asset control through the Hardware Sourcing AI Agent. This digital worker manages the entire "Request-to-Deploy" lifecycle without human intervention for standard requests.When a hardware request is made, the agent checks local stockrooms, evaluates lead times from preferred vendors, and automatically generates transfer or purchase orders. In 2026, the Asset Audit Response Workspace also becomes a reality, allowing teams to use AI to proactively scan for configuration gaps and "suspicious" asset movements, ensuring your physical inventory is as secure as your digital data.
FinOps and Cloud Cost Management (CCM)
As organizations scale their cloud footprint, "Cloud Sprawl" becomes an inevitability. Zurich integrates Cloud Cost Optimization Agents that work directly within the Workflow Data Fabric.By utilizing "Zero Copy" connectors to AWS, Azure, and Google Cloud, these agents analyze billing data in real-time. They can detect an over-provisioned Kubernetes cluster or an idle virtual machine and suggest—or automatically execute—downsizing actions. This ensures that FinOps is no longer a separate spreadsheet exercise but a natively governed part of your ITAM strategy.
The Compliance Shield: AI Audit Defense
Audits have traditionally been the most stressful period for ITAM teams. Zurich’s Asset Audit Response feature transforms this experience.The AI acts as a "compliance co-pilot," automatically gathering evidence, identifying licensing risks (such as SQL Server high-availability violations), and drafting audit-ready reports in seconds. By using the AI Control Tower, ITAM managers can ensure that every automated action taken by an agent is logged, transparent, and fully compliant with both internal policies and global regulations like the EU AI Act.
From Inventory to Strategy
The Zurich release confirms that in 2026, ITAM is the backbone of the "Agentic Enterprise." By removing the "hassle" of manual reconciliation and the "time-sink" of hardware sourcing, AI allows asset managers to stop chasing serial numbers and start driving CapEx and OpEx strategy.
