ServiceNow Otto for Integrated Risk Management (IRM)

  • Release version: Zurich
  • Updated July 31, 2025
  • 3 minutes to read
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    Summary of ServiceNow Otto for Integrated Risk Management (IRM)

    ServiceNow Otto for Integrated Risk Management (IRM) is a plugin designed to enhance risk management processes using generative AI. It enables users to summarize issue records, identify potential risks, and review controls efficiently within their existing workflows. This capability helps reduce manual effort and supports faster, more informed decision-making by delivering relevant insights directly where work happens.

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    Key Features

    • Generative AI for IRM: Utilize AI to understand the context of risk and issue records, facilitating quicker analysis and action.
    • Now Assist for IRM Configuration: Configure the application to activate AI-powered insights and assistance tailored for risk management tasks.
    • Agentic AI: Use AI agents that can autonomously complete tasks in the IRM environment, further streamlining workflow.

    Important Considerations

    • AI model availability and features vary by region and compliance environment; some AI capabilities are restricted in FedRAMP, NSC DOD IL5, Australia IRAP-Protected data centers, self-hosted environments, and regulated markets. Customers should verify availability for their region and environment.
    • The AI is based on evolving technology and may not always produce fully accurate or complete results. Customers must test outputs carefully, apply human oversight, and avoid relying solely on AI for critical decisions, especially in high-impact sectors such as healthcare, finance, legal, and security.
    • Data used by the application is transferred to centralized ServiceNow environments, possibly including third-party cloud providers like Microsoft Azure, and processed according to ServiceNow’s compliance policies.
    • ServiceNow collects usage data to improve AI models and products but provides customers the option to opt out of future data collection.

    Support and Troubleshooting

    Customers can access support resources such as the ServiceNow Community on AI and Intelligence, the Known Error Portal, and Customer Service and Support for assistance with the plugin.

    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.

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    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 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.