ServiceNow Otto for Workplace Service Delivery (WSD)

  • Release version: Zurich
  • Updated July 28, 2026
  • 3 minutes to read
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    Summary of ServiceNow Otto for Workplace Service Delivery (WSD)

    ServiceNow Otto for Workplace Service Delivery (WSD) enhances workplace service experiences by integrating generative AI capabilities. It supports multiple AI model providers, including Now LLM Service, Azure OpenAI, Google Gemini, and Anthropic Claude on AWS, enabling advanced AI skills and agent workflows tailored for workplace service delivery.

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    Configuration and Use

    Customers can configure AI model options using the AI Control Tower and set preferences via the AI Admin Hub console. The platform provides AI agent workflows and generative AI skills to streamline workplace service operations. However, availability of AI models and features may vary by geographic region, regulatory environment, and data center, with some restrictions in FedRAMP, NSC DOD IL5, Australia IRAP-Protected data centers, and regulated markets.

    Data Handling and Compliance

    To operate, the application transfers data from customer instances to centralized ServiceNow environments, potentially across different regions and third-party cloud providers like Microsoft Azure. ServiceNow manages this data in accordance with its internal policies and compliance standards. Data collected—including inputs, outputs, and edits—is used to improve ServiceNow AI technologies. Customers have the option to opt out of data collection at any time.

    AI Limitations and Responsibilities

    Since the application leverages AI and machine learning, outputs may not always be fully accurate, complete, or appropriate. Customers are responsible for validating AI-generated results, applying human oversight, and ensuring suitability for their specific use cases—especially in sensitive or high-impact domains like healthcare, finance, legal, or security. Users must comply with ServiceNow’s AI Acceptable Use Policy.

    Support and Troubleshooting

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

    ServiceNow Otto for Workplace Service Delivery (WSD) elevates your Workplace Services experience with generative AI capabilities.

    Get started

    You can use Now LLM Service, Azure OpenAI, Google Gemini or Anthropic Claude on AWS as the AI model provider for all generative AI skills and AI agents. Use the Configuration Controls in AI Control Tower to define which options are available, then set the skill-level preferences in the AI Admin Hub console. For more information, see Large language models on the ServiceNow AI Platform®.

    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 article in the Now Support Knowledge Base. Be sure to check for model provider availability updates in future releases.
    • 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 article in the Now Support Knowledge Base. Be sure to check for availability updates in future releases.
    • Some AI 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 data about workplace requests (e.g. reservations). 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 AI Admin Hub documentation.