Otto for ITSM - Service Operations Workspace features

[pauladams]

Hi Community,

Our organization is planning to implement Otto for ITSM.

We currently use Incident, Request, Change, Problem, and Knowledge Management with Service Operations Workspace (SOW).

I have been asked to identify and test the capabilities that Otto adds to these ITSM applications and to SOW.

Could anyone point me to the best source for a comprehensive feature list, such as product documentation, release notes, feature matrices, or implementation guides that specifically map Otto capabilities to ITSM workflows and SOW?

Any insights from teams that have already implemented Otto for ITSM would also be greatly appreciated.

Thank you!

- Pa

[Hemanth M]

Hi @pauladams ,

You can refer all the NowAssist for ITSM Materials --> its now Otto for ITSM 🙂

Here some helpful resources:

PDF  - https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/resource-cente... 

SN Community Article - https://www.servicenow.com/community/itsm-articles/now-assist-for-itsm-quick-... 

SN_DOC https://www.servicenow.com/docs/r/it-service-management/now-assist-for-it-service-management-... 

Hope it helps!

[rpriyadarshy]

Here are the list

Here are the List

ServiceNow Otto for ITSM skill summarySkill Name Description Link

Chat summarization	Summarizes the Virtual Agent chat conversation between a live agent and a requester in Service Operations Workspace for ITSM.	Summarize a chat conversation
Sidebar discussion summarization	Generates summaries of Sidebar chat discussions between agents, requesters, and subject matter experts.	Summarize a sidebar discussion
Incident summarization	Generates summaries of incident details to quickly understand the incident context and respond to a requester's inquiries.	Summarize an incident by using ServiceNow Otto for IT Service Management (ITSM)Summarize an incident
Incident reassignment summarization	Provides information about the incident when assigning it to another agent or assignment group by summarizing all actions until hand off.	Summarize an incident on reassignment
Change request summarization	Quickly captures the important details of a change request including the current status.	Summarize a change request
Change request risk explanation	Explains the risk assessment of a change request to help agents understand potential impacts.	Explain a change request risk
Resolution notes generation	Automatically generates the resolution notes for an incident on demand using the ServiceNow Otto context menu (NACM).	Generate the resolution notes
Knowledge article generation	Creates knowledge articles from incidents to help deflect future similar issues.	Generate a knowledge article
Chat reply recommendation	Generates a reply based on the context of the chat conversation using the ServiceNow Otto icon.	Generate a chat reply recommendation
Email response generation	Generate an email as a recommendation based on the context of the incident using the ServiceNow Otto icon.	Generate an email response
Major Incident email recommendation	Creates a draft version of an email to communicate with stakeholders on a major incident using an email template.	Generate a Major Incident email recommendation
Incident Q&A	Allows agents to obtain common incident-related information conversationally to get quick answers.	Ask questions on an incident
Generative AI capabilities request	Enables users to request contextual generative AI capabilities such as a chat summary, incident summary, or incident resolution notes in a conversational manner.	Request generative AI capabilities
Incident deflection with self-service	Deflects incidents by providing self-service solutions.	Deflect an incident with self-service
Sentiment analysis	Enables users to make informed decisions on incidents based on requester's sentiment and the reasoning behind it.	Analyze sentiments
Suggested steps generation	Generates suggested steps automatically by analyzing clusters of closed incidents with similar incident resolution.	Generate suggested steps
Activity stream response generation	Automatically generates a response in an incident record activity stream.	Generate a response in the activity stream
Release notes generation	Generates structured release notes for a release using AI-driven summarization.	Generate release notes for a release
Investigating Zoom call issues	Investigates zoom call quality issues.	Investigate Zoom call issues
Investigating boot time issues	Investigates boot time issues to identify slow start-up problems and get suggested resolutions.	Investigate boot time issues
Change risk assessment answer generation	Generate answers and reasoning for each supported question in a change risk assessment, directly from a change request in Core UI or Service Operations Workspace for ITSM.	Generate change risk assessment answers by using ServiceNow Otto for IT Service Management (ITSM)

Regards

RP

[JackieErickson]

When my team took on Now Assist/Otto we focused on the ootb skills and agents we knew would immediately provide value like the following; Incident summarization (which we then cloned and applied to the other itsm tables), Resolutions notes, Knowledge article creation and change risk assessment (automatically via the change workflow). It allowed us to move quickly to production where we could gather user feedback to make adjustments or scope out additional use cases. If you are a heavy workspace org with any custom page variants the ootb skills deploy to, you may need additional support to get them properly deployed there.