ServiceNow otto

[SaurabhV]

Hello Experts,

I have started to learn about ServiceNow otto, I have known enough for understanding the architecture for otto and how it works what relies under otto. 

However, are there any use case that I can really implement using otto. Any help is appreciated.

Regards, 

Saurabh.

[surajsengar]

@SaurabhV - Some real-world use cases you can explore:

1. IT Service Management (ITSM)

Scenario: Employee says:

"My laptop is slow and I need access to Jira."

Otto can:

• Create an incident for the laptop issue.
• Check entitlement and approval requirements.
• Initiate the access request workflow.
• Route approvals to the appropriate manager.
• Provide status updates.Check this links [servicenow.com], [nowspectrum.com]

2. Employee Onboarding

Scenario:

"Onboard a new developer joining next Monday."

Otto can orchestrate:

• Account creation
• Laptop request
• Software license provisioning
• Access requests
• HR onboarding tasks

This is a great cross-functional use case spanning HR, IT, and security. Check this links [servicenow.com], [linkedin.com]

3. HR Service Delivery

Scenario:

"Update my address and show my remaining leave balance."

Instead of navigating multiple portals, employees interact with Otto conversationally and Otto triggers the underlying workflows. Check this links [servicenow.com], [nowspectrum.com]

4. Customer Service Management (CSM)

For support agents, Otto can:

• Summarize cases.
• Generate resolution notes.
• Summarize customer chats.
• Assist with case handling and resolution recommendations. Check this links [servicenow.com]

5. Enterprise Search & Knowledge Retrieval

Scenario:

"What's the production deployment policy?"

Otto can search knowledge bases, documentation repositories, and connected systems to provide contextual answers instead of returning a list of documents. Check this links [nowspectrum.com], [linkedin.com]

[SaurabhV]

Hi @surajsengar , Thanks for the reply, 

However, I need more insights on this. Cause, as far as I was able to research otto is not yet rolled out for every module and only available for workspaces like CSM. 

So my questions are, 

1. When otto is going to be rolled out for every module.

2. How can otto be implemented - any doc or use case that you have implemented.

3. If otto is a front door (as per my knowledge) then where is that front door in instance and where do I give otto message or command. (we have plugins as well) where is otto on instance.

Regards, 

SV.

[Dr Atul G- LNG]

Hi @SaurabhV 

https://youtube.com/live/cXZFITFRJAs

You might get some idea