--- 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 --- # ServiceNow Otto for IT Service Management (ITSM) # 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) 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 ITSM workflows by summarizing incident details, generating resolution notes, and summarizing chat interactions. This 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 condenses incident information for easier comprehension and quicker response. * **Resolution Note Generation:** Produces detailed notes to document incident resolutions efficiently. * **Chat Summarization:** Summarizes chat interactions to provide agents with clear context during support engagements. * **Generative AI Integration:** Uses Now Assist for ITSM's generative AI capabilities and agentic workflows to automate and improve ITSM processes. ## Important Considerations * Availability of AI models and features may vary by region, data center environment, and compliance requirements, such as FedRAMP or regulated markets. * Customers in certain restricted environments or regions may have limited or no access to some Now Assist features. * Refer to ServiceNow documentation and knowledge base articles for the latest updates on feature availability. ## Data Processing and Privacy The application transfers data from customer instances to centralized ServiceNow environments, which may be hosted in different regions or third-party cloud providers like Microsoft Azure. Data handling complies with ServiceNow's internal policies and compliance standards. ServiceNow collects inputs, outputs, and edits related to the application to improve AI models and products. Customers can opt out of data collection at any time via the Now Assist Opt-Out options. ## AI Limitations and Customer Responsibilities Since the application relies on AI and machine learning, it may not always deliver fully accurate or appropriate results. Customers must test, validate, and apply human oversight to all AI-generated outputs, especially in sensitive or high-impact areas such as healthcare, finance, legal, or security. Users must adhere to ServiceNow's AI Acceptable Use Policy and avoid relying solely on AI outputs for critical decisions. ## Getting Help and Support ServiceNow customers can access community forums, known error portals, and customer support channels for assistance with deployment, troubleshooting, and best practices related to ServiceNow Otto for ITSM. Use the ServiceNow® 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 Now Assist for ITSM](https://www.servicenow.com/docs/gdL6hnmlsw2n~mCs4bTQ7w "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 Now Assist for ITSM application to get started](https://www.servicenow.com/docs/_VR51hMaJLMiA~dysCKalA "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 Now Assist for ITSM](https://www.servicenow.com/docs/r3ERqGYE_LzOjAvNiWHg1Q "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 IT Service Management AI agent collectionUse agentic workflows in Now Assist for ITSM](https://www.servicenow.com/docs/1Lo8JC9XEky18lt7epR~sw "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 Now Assist 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 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](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 Now Assist 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=yokohama&pubname=yokohama-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=yokohama&pubname=yokohama-intelligent-experiences&ft:locale=en-US).