--- sourceDocument: Australia IT Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/it-service-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia IT Service Management ft:clusterId : - itsm bundleId : - itsm workflow : - Technology --- # ServiceNow Otto for IT Service Management (ITSM) # ServiceNow Otto for IT Service Management (ITSM) {#ariaid-title1} * Release version: Australia * * Updated March 12, 2026 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of ServiceNow Otto for IT Service Management (ITSM) ServiceNow Otto for IT Service Management (ITSM) is an AI-powered application designed to enhance incident management by summarizing incident information, generating resolution notes, and summarizing chat interactions. It enables agents to quickly understand the context of incidents and chats, facilitating faster and more accurate resolutions for requesters. Show full answer Show less ## Key Features * **Incident Summarization:** Automatically consolidates incident details to provide a clear overview. * **Resolution Note Generation:** Creates comprehensive notes to document incident resolutions efficiently. * **Chat Summarization:** Summarizes chat interactions to help agents capture essential communication points. * **Generative AI Capabilities:** Utilizes AI to assist with ITSM tasks, including autonomous task completion via Agentic AI. * **Configurability:** Allows customers to configure the application to align with their ITSM workflows. ## Important Considerations * Not all AI model providers or features are available in all regions or environments, including in-country SKUs, FedRAMP, NSC DOD IL5, Australia IRAP-Protected data centers, self-hosted customers, or other restricted environments. * ServiceNow regularly updates availability; customers should monitor release notes and knowledge base articles for the latest information. * The application uses AI and machine learning, which may not always produce fully accurate or appropriate results; human oversight is essential, especially in sensitive areas like healthcare, finance, legal, security, and infrastructure. * Users must adhere to ServiceNow's AI Acceptable Use Policy. ## Data Processing and Privacy Data from customer instances is transferred to a centralized ServiceNow environment, potentially hosted in different data center regions or third-party cloud providers such as Microsoft Azure. Data handling complies with ServiceNow's internal policies and CORE Compliance Portal standards. Inputs, outputs, and edits generated by the application, including incident data and chat transcripts, are collected to improve ServiceNow AI technologies. Customers can opt out of future data collection at any time. ## Support and Troubleshooting * Customers can access the ServiceNow Community on AI and Intelligence for peer support. * Known error articles are available via the Known Error Portal. * Direct assistance is available through ServiceNow Customer Service and Support. Use the ServiceNow Otto for IT Service Management (ITSM) application to summarize the incident information, generate incident resolution notes, and summarize the chat for an interaction. You can enable your agents to understand the chat and incident context so that they can propose quicker resolutions to your requesters. ## Get started {#now-assist-itsm__section_hht_hgl_5yb} |-|-|-| | [ExploreLearn more about ServiceNow Otto for ITSM](https://www.servicenow.com/docs/PRIythxagGcuDVufUsHy5Q "With the ServiceNow Otto for IT Service Management (ITSM) application, your agents can summarize the chat conversations and incident details, generate the incident resolution notes to share with other agents.") | [ConfigureConfigure the ServiceNow Otto for ITSM application to get started](https://www.servicenow.com/docs/GR1X4SMNtPI95v7IPJzJ0Q "If you have the admin role, you can configure the ServiceNow Otto for IT Service Management (ITSM) application so that agents can use the generative AI capabilities in Service Operations Workspace for ITSM and in Core UI.") | [Use ITSM generative AIUse generative AI capabilities offered by ServiceNow Otto for ITSM](https://www.servicenow.com/docs/VIvLPX8pFgs5bFApV0nYnw "If you have the itil role, you can summarize the chat interactions with a requester, summarize an incident, and generate resolution notes by using the ServiceNow Otto for IT Service Management (ITSM) application. You can also understand the chat and incident context and propose resolutions more quickly to the requester.") | | | [Use Agentic AI in ServiceNow Otto for ITSMUse the ServiceNow Otto for ITSM for ITSM IT Service Management AI agents to complete tasks autonomously.](https://www.servicenow.com/docs/4Jk8WQleWG1oyOhFHHAkZw "Use the IT Service Management AI agents within an agentic workflow to complete tasks autonomously.") | | [ ] {#now-assist-itsm__table_iht_hgl_5yb} Important: * Not all model providers are available for customers with in-country SKUs, and some AI products/features are currently unavailable for in-country customers. For more information, see the [KB1584492](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1584492) article in the Now Support Knowledge Base. Be sure to check for model provider availability updates in future releases.{#now-assist-itsm__na-in-country-notice} * Some AI products/features are currently unavailable for customers in the FedRAMP, NSC DOD IL5, or Australia IRAP-Protected data centers, self-hosted customers, or in other restricted environments. For more information, see the [KB0743854](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0743854) article in the Now Support Knowledge Base. Be sure to check for availability updates in future releases.{#now-assist-itsm__na-restricted-envs-notice} * Some AI products/features are currently available only for customers in some regions. Be sure to check for availability updates in future releases.{#now-assist-itsm__na-standalone-language-notice} * Some AI products and skills are not available in Regulated Markets. For more information, see [KB2593939: Regulated Markets AI Products/Skills Not Available](https://support.servicenow.com/kb?id=kb_article_view&sys_kb_id=e8d7cc82475aba90b7832920326d4362). Be sure to check for availability updates in future releases. {#now-assist-itsm__ul_j3b_4vd_wcc} ## Troubleshoot and get help {#now-assist-itsm__section_nht_hgl_5yb} * [ServiceNow Community on AI and Intelligence](https://www.servicenow.com/community/ai-intelligence-articles/tkb-p/ai-platform-kb) * [Search the Known Error Portal for known error articles](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0597477) * [Contact Customer Service and Support](https://support.servicenow.com/now?draw=case) {#now-assist-itsm__ul_oht_hgl_5yb} ## AI limitations {#now-assist-itsm__section_w4v_wxm_xyb} This application uses artificial intelligence (AI) and machine learning, which are rapidly evolving fields of study that generate predictions based on patterns in data. As a result, this application may not always produce accurate, complete, or appropriate information. Furthermore, there is no guarantee that this application has been fully trained or tested for your use case. To mitigate these issues, it is your responsibility to test and evaluate your use of this application for accuracy, harm, and appropriateness for your use case, employ human oversight of output, and refrain from relying solely on AI-generated outputs for decision-making purposes. This is especially important if you choose to deploy this application in areas with consequential impacts such as healthcare, finance, legal, employment, security, or infrastructure. You agree to abide by [ServiceNow's AI Acceptable Use Policy](https://www.servicenow.com/ai-acceptable-use-policy.html), which may be updated by ServiceNow.{#now-assist-itsm__p_kv2_nfg_h1c} ## Data processing {#now-assist-itsm__section_x4v_wxm_xyb} This application requires data to be transferred from ServiceNow customers' individual instances to a centralized ServiceNow environment, which may be located in a different data center region from the one where your instance is, and potentially to a third-party cloud provider, such as Microsoft Azure. This data is handled per ServiceNow's internal policies and procedures, including our policies available through our [CORE Compliance Portal](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0564067).{#now-assist-itsm__p_lv2_nfg_h1c} ## Data collection {#now-assist-itsm__section_y4v_wxm_xyb} ServiceNow collects and uses the inputs, outputs, and edits to outputs of this application to develop and improve ServiceNow technologies including ServiceNow models and AI products. In addition, this application will collect incident data (for Incident Assist and Knowledge Assist) and chat transcripts (for Chat Assist). Customers can opt out of future data collection at any time, as described in the [Now Assist Opt-Out page](https://www.servicenow.com/docs/access?context=opt-out-of-data-sharing-for-now-assist&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US). For more information, see the [Now Assist documentation](https://www.servicenow.com/docs/access?context=platform-now-assist-landing&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).