--- sourceDocument: Zurich Governance, Risk, and Compliance sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/governance-risk-compliance Release : - zurich ft:locale : - en-US ft:publication_title : - Zurich Governance, Risk, and Compliance ft:clusterId : - grc bundleId : - grc workflow : - Technology --- # ServiceNow Otto # ServiceNow Otto for Integrated Risk Management (IRM) {#ariaid-title1} Release version: Zurich Updated March 12, 2026 ![](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 Integrated Risk Management (IRM) ServiceNow Otto for Integrated Risk Management (IRM) is a generative AI-powered plugin designed to enhance risk management workflows by summarizing issue records, identifying potential risks, and reviewing controls. It delivers relevant insights directly within existing ServiceNow IRM workflows, enabling faster, more informed decisions while reducing manual effort. Show full answer Show less ## Key Features * **Generative AI Capabilities:** Helps users quickly understand the context of IRM records and extract actionable insights. * **Agentic AI:** Employs AI agents that can autonomously complete tasks within the IRM environment, increasing efficiency. * **Configuration and Use:** Customers can configure and start using the generative AI features within their existing IRM setup. * **Data Processing and Collection:** Data from customer instances is transferred securely to centralized ServiceNow environments and may involve third-party cloud providers. Collected data is used to improve ServiceNow AI technologies, with opt-out options available. ## Important Considerations * Not all AI model providers and features are available in every region or for customers with specific compliance requirements (e.g., FedRAMP, NSC DOD IL5, Australia IRAP-Protected environments, Regulated Markets). * Customers should refer to ServiceNow Knowledge Base articles for updates on AI product availability and restrictions. * AI outputs may not always be fully accurate or appropriate; human oversight and thorough testing are recommended before relying on AI-generated results, especially in sensitive domains like healthcare, finance, legal, and security. * Customers must comply with ServiceNow's AI Acceptable Use Policy when deploying and using these AI capabilities. ## Support and Troubleshooting ServiceNow provides resources including the ServiceNow Community on AI and Intelligence, Known Error Portal, and Customer Service and Support channels to assist customers in troubleshooting and optimizing the use of Otto for IRM. 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. ## Get started {#now-assist-for-irm__section_hht_hgl_5yb} |-|-|-| | [ExploreLearn more about ServiceNow Otto for Integrated Risk Management (IRM)](https://www.servicenow.com/docs/7osi13n6kuk86nzRF5Fb6g "With the ServiceNow Otto for Integrated Risk Management (IRM) application, you can use generative AI to support key IRM tasks such as summarizing issues, identifying risks, and reviewing controls. These capabilities are integrated into IRM records and help streamline how you work with issues, risks, controls, policy exceptions, and more.") | [ConfigureConfigure the ServiceNow Otto for Integrated Risk Management (IRM) to get started](https://www.servicenow.com/docs/e4kChA4V8oQ~PVkbLRjwuw "If you have the admin role, you can configure ServiceNow Otto for IRM so that your agents can use the generative AI skills in the IRM workspace.") | [Use IRM generative AIUse generative AI capabilities offered by ServiceNow Otto for Integrated Risk Management (IRM)](https://www.servicenow.com/docs/xiXhzWCrNGkNr8WPb5PjXw "Use the generative AI skills that are supported by the ServiceNow Otto for Integrated Risk Management (IRM) application for quick actions with issues.") | | | [Use agentic AIUse AI agents in ServiceNow Otto for Integrated Risk Management (IRM) to complete tasks autonomously.](https://www.servicenow.com/docs/JYOVsyyFeHQUyFrP2~kBjA "Use agents within an agentic workflow or as standalone agents to achieve specific automated outcomes.") | | [ ] {#now-assist-for-irm__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-for-irm__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-for-irm__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-for-irm__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-for-irm__ul_j3b_4vd_wcc} ## Troubleshoot and get help {#now-assist-for-irm__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-for-irm__ul_oht_hgl_5yb} ## AI limitations {#now-assist-for-irm__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-for-irm__p_kv2_nfg_h1c} ## Data processing {#now-assist-for-irm__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-for-irm__p_lv2_nfg_h1c} ## Data collection {#now-assist-for-irm__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 [AI 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 [ServiceNow AI documentation](https://www.servicenow.com/docs/access?context=ai-products&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US).