ServiceNow Otto for Security Incident Response (SIR)
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Summary of ServiceNow Otto for Security Incident Response (SIR)
ServiceNow Otto for Security Incident Response (SIR) enhances security operations by integrating intelligent workflows and generative AI capabilities into the incident management process. Security analysts benefit from automated assistance in resolving incidents, while security managers gain quick access to incident context, closure notes, post-incident analysis, and recommended remediation steps—all presented in a concise and easy-to-understand format.
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ServiceNow Otto is the conversational AI platform embedded within ServiceNow workflows, offering agentic functions and supporting multiple interaction modes across web, mobile, and messaging channels. It enables autonomous orchestration for workflows that span multiple systems, improving efficiency and collaboration in security incident response.
Key Features
- Generative AI Skills: Automate and assist in security incident resolution with AI-driven workflows.
- Concise Incident Summaries: Quickly review incident contexts and closure notes.
- Post-Incident Analysis: Access data and recommended remediation steps to improve security posture.
- Multimodal Interaction: Engage with the AI platform through web, mobile, and messaging channels.
- Licensing Tiers: Choose from Foundation (basic AI insights), Advanced (productivity enhancements), and Prime (full autonomy and customization) to suit organizational needs.
- Configuration and Management Guides: Resources available to activate and use Otto’s skills effectively.
Important Considerations
- AI features and model providers may be restricted based on geographic location, regulatory environments (e.g., FedRAMP, NSC DOD IL5, Australia IRAP), or deployment types such as self-hosted instances.
- Customers should verify availability of AI capabilities for their region and compliance requirements.
- Due to the evolving nature of AI, outputs may not always be fully accurate or appropriate; human oversight and validation are essential, especially in critical domains like healthcare, finance, and security.
- Data from customer instances is processed in centralized ServiceNow environments, potentially involving third-party cloud providers, following ServiceNow’s internal data handling policies.
- ServiceNow collects interaction data to improve AI models but provides opt-out options for customers concerned about data privacy.
Next Steps for ServiceNow Customers
- Explore the licensing options to select the AI capabilities that fit your organization's security incident response needs.
- Configure and activate Otto’s SIR skills using available guides to integrate AI assistance into your workflows.
- Monitor AI feature availability and compliance constraints relevant to your environment.
- Implement human oversight processes to validate AI-generated outputs for decision-making.
- Utilize ServiceNow support resources such as the Security Operations Resource Library and Known Error Portal for troubleshooting and assistance.
With ServiceNow Otto for Security Incident Response (SIR), security analysts can use intelligent workflows and ServiceNow generative AI skills to help them resolve security incidents. Security managers can review the context of security incidents and closure notes quickly in a concise, easy-to-read format, view post-incident analysis data, and see recommended remediation steps.
Now Assist > ServiceNow Otto announcement
Now Assist introduced AI on the platform. As that experience has evolved, there's a new name for the experience. ServiceNow Otto® is the conversational AI platform integrated into ServiceNow workflows. It provides agentic capabilities, supports multimodal interactions across web, mobile, and messaging channels, and enables autonomous orchestration for cross-system workflows.
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- Foundation: AI basics to deliver insights
- Advanced: AI to boost productivity across relevant use cases
- Prime: Act autonomously with all AI assets, and create your own
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- 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.
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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 from security incidents, incidents, change requests, problems, and vulnerable items. Customers can opt out of future data collection at any time, as described in the Now Assist Opt-Out page.
For more information, see Now Assist.