ServiceNow® Operational Technology Management helps organizations maintain asset visibility, security, and uptime to keep production running and stay out of trouble. It automates OT device and operational equipment processes, enabling centralized control of operational technology on a single AI platform.
In the ServiceNow AI Platform Australia release, there are four new key features:
Operational Technology Service Management:
- AI native operational technology service management
Operational Technology Visibility:
- Operational technology discovery
Operational Technology Asset Management:
- Work planning
- Help repair asset
AI native operational technology service management
Maintenance teams waste valuable time hunting through scattered systems for the right documentation, leaving technicians working from memory while the line stays down.
AI-native OT Service Management connects that documentation into a unified knowledge base and automatically recommends relevant guides and manuals directly within tasks, so technicians get the right information right when they need it.
Operational technology discovery
Building an accurate OT asset inventory has historically meant choosing between incomplete data and risky discovery methods that weren't designed for industrial protocols. Without a reliable inventory, teams struggle to assign ownership, track device health, or integrate asset context across systems.
OT Discovery uses industrial-safe protocols to catalog assets and feed them into ServiceNow automatically, organizing devices by site, zone, and support team to give teams a complete, actionable inventory.
Work planning
Planned shutdowns carry significant risk when procedures are rebuilt from scratch each time and task coordination is handled manually across teams.
Work Planning deploys reusable templates that orchestrate multi-step shutdown and restart procedures with a single click, automating task assignment and enforcing safety compliance throughout the maintenance window.
Help repair asset
When equipment goes down, technicians often wait on a senior expert or dig through multiple systems to find repair guidance, driving up mean time to repair.
Powered by Now Assist, Help Repair Asset provides real-time AI-guided diagnostics and generates a step-by-step repair guide with required parts, while capturing veteran expertise so it's accessible across the entire organization.
To learn more about additional features and enhancements for Operational Technology Management in this release, check out the Australia release notes.
