ServiceNow Otto for Integrated Risk Management (IRM)

  • Release version: Yokohama
  • Updated July 31, 2025
  • 3 minutes to read
    • Summarize
    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 Integrated Risk Management (IRM)

    ServiceNow Otto for Integrated Risk Management (IRM) leverages generative AI to help customers summarize issue records, identify potential risks, and review controls efficiently. This AI-driven solution is designed to deliver relevant insights directly within existing workflows, enabling faster and more informed decision-making while reducing manual effort.

    Show full answer Show less

    Key Features

    • Generative AI Capabilities: Use Now Assist for IRM to generate summaries and insights for risk management tasks.
    • Agentic AI: Employ AI agents that can autonomously complete tasks within the IRM framework to enhance automation.
    • Configuration: Customers must configure the Now Assist for IRM application to activate these AI-powered features.
    • Availability Considerations: Some AI models and features may be restricted based on customer location, data center compliance (FedRAMP, NSC DOD IL5, Australia IRAP), or regional regulations. Customers should verify feature availability relevant to their environment and compliance requirements.

    Important Considerations

    • AI Limitations: As AI and machine learning predictions may not always be fully accurate or complete, customers are advised to validate AI outputs with human oversight, especially in high-impact areas such as healthcare, finance, legal, security, and infrastructure.
    • Data Processing and Privacy: The application transfers data from customer instances to centralized ServiceNow environments and potentially third-party cloud providers like Microsoft Azure. Data handling complies with ServiceNow’s internal policies and compliance standards.
    • Data Collection and Opt-Out: ServiceNow collects input, output, and edit data to improve AI models and products. Customers may opt out of data collection at any time via the Now Assist Opt-Out page.

    Getting Support

    Customers can access troubleshooting resources through the ServiceNow Community on AI and Intelligence, the Known Error Portal, or by contacting ServiceNow Customer Service and Support.

    Use the ServiceNow Otto for Integrated Risk Management (IRM) plugin to summarize issue records, identify potential risks, and review controls using generative AI. It helps you quickly understand the context of records, reduce manual effort, and make faster, more informed decisions by delivering relevant insights directly within your existing workflows.

    Get started

    Important:
    • Not all model providers are available for customers with in-country SKUs, and some Now Assist products/features are currently unavailable for in-country customers. For more information, see the KB1584492 article in the Now Support Knowledge Base. Be sure to check for model provider availability updates in future releases.
    • Some Now Assist 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 article in the Now Support Knowledge Base. Be sure to check for availability updates in future releases.
    • Some Now Assist products/features are currently available only for customers in some regions. Be sure to check for availability updates in future releases.
    • Some AI products and skills are not available in Regulated Markets. For more information, see KB2593939: Regulated Markets AI Products/Skills Not Available. Be sure to check for availability updates in future releases.

    Troubleshoot and get help

    AI limitations

    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, which may be updated by ServiceNow.

    Data processing

    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.

    Data collection

    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.

    For more information, see the Now Assist documentation.