--- sourceDocument: Zurich IT Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/it-service-management Release : - zurich ft:locale : - en-US ft:publication_title : - Zurich 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: Zurich Updated July 31, 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 incident and interaction management by summarizing incident information, 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 and Chat Summarization:** Automatically summarizes incident details and chat interactions to provide clear context for agents. * **Generative AI Capabilities:** Utilizes advanced AI to assist with incident resolution note generation and interaction summaries. * **Agentic AI:** Employs Now Assist AI agents to autonomously complete tasks, improving operational efficiency. * **Configuration and Setup:** Customers can configure the Now Assist for ITSM application to tailor AI functionalities to their specific needs. ## Important Considerations * Availability of AI models varies by region, data center environments, and regulatory restrictions; some features may be unavailable in certain locations or environments such as FedRAMP, NSC DOD IL5, Australia IRAP-Protected, self-hosted, or regulated markets. * Data used by the application is transferred to centralized ServiceNow environments and may involve third-party cloud providers (e.g., Microsoft Azure), with data handled according to ServiceNow's internal compliance policies. * ServiceNow collects input, output, and edit data from this application to improve AI models and products, with customers having the option to opt out of data collection. * Due to the evolving nature of AI, outputs may not always be fully accurate or appropriate; customers are advised to apply human oversight and avoid sole reliance on AI-generated results, especially in sensitive areas such as healthcare, finance, or security. * Users must adhere to ServiceNow's AI Acceptable Use Policy when deploying and using this application. ## Support and Troubleshooting * ServiceNow Community on AI and Intelligence offers a platform for collaboration and assistance. * Known Error Portal provides access to known issues and error articles. * Customer Service and Support are available for direct assistance. 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/61GkqSgW0j3aOwiZBMJUQw "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/U2jPYgLnUBs3AAFeO4dZmQ "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 ServiceNow Otto for ITSM](https://www.servicenow.com/docs/PG9dW1aXEHkr~eX6UYbPxg "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 agentic AIUse the Now Assist for IT Service Management AI agents to complete tasks autonomously.](https://www.servicenow.com/docs/aOJBX~UrdKfmF2tFftiOLw "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 AI 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 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](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 AI 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=zurich&pubname=zurich-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=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US).