--- sourceDocument: Yokohama IT Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/yokohama/it-service-management Release : - yokohama ft:locale : - en-US ft:publication_title : - Yokohama IT Service Management ft:clusterId : - itsm bundleId : - itsm workflow : - Technology --- # Explore # Exploring ServiceNow Otto for IT Service Management (ITSM) {#ariaid-title1} Release version: Yokohama Updated January 30, 2025 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 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 Exploring ServiceNow Otto for IT Service Management (ITSM) ServiceNow Otto for IT Service Management (ITSM) is an application designed to enhance agent productivity by leveraging generative AI capabilities. It helps agents quickly understand incident context, summarize chat conversations, generate incident resolution notes, and share knowledge efficiently. These features streamline incident and change management processes, enabling faster and more effective resolutions. Show full answer Show less ## Key Features * **Chat Summarization:** Provides agents with summaries of the Virtual Agent chat history and full interaction summaries to aid troubleshooting before or after chat sessions. * **Sidebar Discussion Summarization:** Summarizes Virtual Agent Sidebar discussions and allows posting summaries to incident work notes for better context sharing. * **Incident Summarization:** Generates summaries of active incidents by consolidating information from fields like short description, work notes, and emails. Agents can refresh, copy, post, and provide feedback on these summaries. * **Incident Assist:** Offers conversational access to key incident-related data such as caller's assets, recent incidents, on-call experts, and similar resolved incidents through the Now Assist panel. * **Change Request Summarization:** Summarizes active change requests, including objectives, plans, risks, and other critical details to help agents understand change context quickly. * **Change Request Risk Explanation:** Provides explanations of risk ratings (high, medium, low) with relevant details and past similar changes to clarify the risk involved in change requests. * **Resolution Notes Generation:** Automatically creates resolution notes for incidents, enhancing knowledge sharing among agents handling similar issues. * **Knowledge Generation:** Enables agents to generate and review knowledge articles from incidents post-resolution or closure, facilitating knowledge base expansion. * **Chat Reply Recommendation:** Suggests reply drafts for chat interactions that agents can review and send, improving communication efficiency. * **Release Notes Generation:** Helps product managers generate structured release notes for releases in the readiness phase, leveraging artifacts within the release scope. * **Now Assist Panel:** Integrated into the Service Operations Workspace for ITSM, this conversational interface allows agents to request summaries and generate resolution notes seamlessly. ## Practical Benefits for ServiceNow Customers * Accelerates incident and change management by providing concise context and actionable summaries. * Improves collaboration among agents through shared resolution notes and knowledge articles. * Enhances agent efficiency by reducing manual documentation efforts and enabling fast access to relevant information. * Supports better decision-making with risk explanations and historical incident/change insights. * Facilitates consistent communication with chat reply recommendations and detailed summaries. * Enables product managers to produce comprehensive release documentation efficiently. 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. ## ServiceNow Otto for IT Service Management (ITSM) overview {#exploring-now-assist-itsm__section_ght_hgl_5yb} The following generative AI capabilities are available for an agent: * An incident summary enables your agents to understand the incident context. * The incident resolution notes provide the context to other agents who might encounter similar incidents. * An interaction chat summary provides the context about the chat conversation to an agent by specifying all points of the handoff, including the Virtual Agent conversation. {#exploring-now-assist-itsm__ul_vwj_5wj_wyb} ## ServiceNow Otto for IT Service Management (ITSM) skills {#exploring-now-assist-itsm__section_wsd_2dz_byb} The ServiceNow Otto for ITSM application includes the generative AI skills and features that enable your agents to understand the chat and incident context so that they can propose quicker resolutions to the requester. Chat summarization : Provides an agent with a summary of a requester's Virtual Agent chat history. An agent can also generate a summary of the entire interaction when the chat ends or when an incident is created for further troubleshooting before or after the chat ends. Sidebar discussion summarization : Provides an agent with a summary of a requester's Virtual Agent Sidebar discussion history. An agent can also post the summary to the incident work notes for further troubleshooting before or after the chat ends. Incident summarization : Enables an agent to expedite the incident troubleshooting process by reviewing its summary that includes the issue, actions taken, and resolution. Your agent can generate an incident summary for active incidents to understand the incident context. Your agent can also refresh the summary, post the summary to the incident work notes, copy the summary, and provide feedback about the summary. The incident summary includes the information that an agent enters in the following incident record fields: * Short description * Description * Work notes * Additional comments * Email {#exploring-now-assist-itsm__ul_atl_f2m_cbc} Incident assist : Enables an agent to quickly obtain common incident related information conversationally within the incident record by asking questions related to the supported topics in the Now Assist panel. Incident assist topics supported in the Now Assist panel include: * Caller's assets * Caller's recent incidents * On-call experts from support groups * Similar resolved incidents {#exploring-now-assist-itsm__ul_fst_kwn_bdc} Change request summarization : Enables an agent to expedite the change request process by reviewing its summary that includes objective, plan, and risk. Your agent can generate a change request summary for active change requests to understand the change request context. Your agent can also refresh the summary, post the summary to the change request work notes, copy the summary, and provide feedback about the summary. The change request summary includes the information that an agent enters in the following incident record fields: * Short description * Description * Work notes * Additional comments * Risk * Impact * Justification * Implementation plan * Risk and impact analysis * Test plan * Backout plan * Close code * Close notes * Configuration item * Service * Service offering * State * Conflict status * Type {#exploring-now-assist-itsm__ul_v3q_jxg_vyb} Change request risk explanation : Enables an agent to understand the change request risk by reviewing the explanation for the risk rating. Your agent can generate a change request risk explanation for change requests that have a risk rating (high, med, low). Your agent can also copy the summary, and provide feedback about the summary. The change request risk explanation includes the information that an agent enters in the following incident record fields: * Short description * Implementation plan * Assignment group * Risk {#exploring-now-assist-itsm__ul_ywq_vpf_bdc} Additional inputs include: similar change requests and the incidents caused by those changes, and risk condition that was met. Resolution notes generation : Automatically generates the resolution notes for an incident using the Now Assist icon and provides context to the other agents who might encounter similar incidents. Knowledge generation : Enables an agent to generate a knowledge article from an incident after proposing a resolution or closing the incident. The knowledge generation skill displays a pop-up window that an agent can use to generate a knowledge article and review it before publishing the knowledge article draft. Figure 1. Knowledge article generation pop-up window Chat reply recommendation : Enables an agent to generate a reply recommendation from a chat using the Now Assist icon. The chat reply recommendation skill displays a pop-up window that an agent can use to generate a recommendation and review it before sending it as a reply to the requester. Release notes generation for a release in Digital Product Release : Enables a product manager to generate structured release notes for a release that is in the readiness phase.The Generate release notes skill uses artifacts in the release scope to generate the release notes that you can review it before publishing. ## Now Assist panel in Service Operations Workspace for ITSM {#exploring-now-assist-itsm__section_ovz_lwg_vyb} An agent can use the Now Assist panel in Service Operations Workspace for ITSM. This conversational interface enables an agent to request a chat summary or incident summary and generate the incident resolution notes. For more information about the Now Assist panel, see [Now Assist panel](https://www.servicenow.com/docs/access?context=now-assist-panel-overview&version=yokohama&pubname=yokohama-intelligent-experiences&ft:locale=en-US). * **[Supporting information for ServiceNow Otto for IT Service Management (ITSM)](https://www.servicenow.com/docs/CawJubqz82VyQmh~tWavDw)** Get a quick overview of the important information that is related to the ServiceNow Otto for IT Service Management (ITSM) application. **Related topics** * [Exploring Now Assist](https://www.servicenow.com/docs/access?context=exploring-now-assist-platform&version=yokohama&pubname=yokohama-intelligent-experiences&ft:locale=en-US)