Otto closes the physical ticket.
Otto diagnoses the fault, checks entitlement and could reserve a locker cell or vending item.
Tools you may already run, plus the one that hands the device over.
From the first signal to a device in hand.
A hardware incident reaches ServiceNow.
Otto works out it needs a replacement, and an AI agent checks policy and reserves a cell or vending item through Smart Collect®.
The employee collects with a code, and Smart Collect® updates the asset records and triggers restock.
The full sequence
- A hardware incident reaches ServiceNow, from the employee or a monitoring tool.
- Otto works out that it needs a replacement, not a remote fix.
- An AI agent checks the device and the user against policy.
- The agent reserves a laptop in a locker, or a peripheral in vending, through Smart Collect®.
- The employee gets a code and collects.
- Smart Collect® updates the asset records and triggers restock. The incident closes.
What you need in place
- ServiceNow with Otto and AI Agents enabled under your AI entitlement
- Smart Collect® installed in the same instance
- Smart Lockers or Smart Vending on site
- AI governance agreed, for example through AI Control Tower
How the pieces connect
- ServiceNow Otto
- Talks to the employee and diagnoses the issue.
- ServiceNow AI Agents
- Check policy and entitlement, then act.
- Smart Collect®
- Exposes reserve, release and return as actions an agent can take inside the same instance.
The physical steps stay the same, whichever system makes the decision.
This recipe starts with AI. The physical steps stay the same whichever AI you choose.
One record of what was decided, and what physically happened.
A reference design for your technical team.
The Blueprint shows how this recipe would work in your ServiceNow instance and what a build would involve. It is a design, not a step-by-step installation guide.
- What you need in place. ServiceNow with Otto and AI Agents enabled under your AI entitlement · Smart Collect® installed in the same instance · Smart Lockers or Smart Vending on site · AI governance agreed, for example through AI Control Tower
- How the pieces connect. The role of ServiceNow Otto and ServiceNow AI Agents and Smart Collect®, and what stays in your instance
- Step by step. All 6 steps, from the first signal to the returned device
- Approval and policy. Define which hardware decisions an agent can approve on its own.
- Handover rules and exceptions. Reservations, codes, expiry, returns, and what happens when stock runs out or nobody collects
- What to measure. Share of hardware tickets closed end to end by AI · Time from incident to device in hand · Agent actions overridden by people
- What a build involves. The questions to settle first, the roles involved, and how we would scope a six to eight week pilot
Request the Blueprint
A four-page reference design for your technical team. Tell us who you are and the Blueprint downloads straight away.
Before you ask
Does Otto replace Smart Collect?
No. Otto decides and talks to the employee. Smart Collect® handles the physical handover that Otto cannot.
Is this an off-the-shelf integration?
No. It is a recipe concept that shows what becomes possible when these tools are combined with Smart Collect®. We build it with you, and where needed with the vendor, when it fits your estate.
Where does the data live?
In your own ServiceNow instance. Smart Collect® does not keep a separate database of your users or devices.
Which AI does this need?
Whichever fits your estate. Otto suits companies on the ServiceNow platform, Flow suits teams not on it yet, and the physical steps are the same either way.