ServiceNow Otto for Collaborative Work Management (CWM) (CWM)
Summarize
Summary of ServiceNow Otto for Collaborative Work Management (CWM)
ServiceNow Otto for Collaborative Work Management (CWM) is an application that leverages generative AI to enhance productivity within the CWM workspace. Its AI capabilities accelerate task completion and improve time to value for users managing collaborative work.
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Key Features
- Integration with multiple AI model providers including Now LLM Service, Now LLM Long Term Stable models (LTS), Azure OpenAI, Google Gemini, and Anthropic Claude on AWS, allowing flexible AI deployment options.
- Configuration controls via AI Control Tower to set available AI options and skill-level preferences managed through the AI Admin Hub console.
- Built-in generative AI skills designed specifically to support tasks within the CWM workspace.
- Compliance with ServiceNow’s AI Acceptable Use Policy and internal data handling policies to ensure responsible AI usage and data privacy.
Usage Considerations and Limitations
- Not all AI model providers or Now Assist features are available in all regions or environments, including customers with in-country SKUs, FedRAMP, NSC DOD IL5, Australia IRAP-Protected data centers, and self-hosted environments.
- AI outputs may not always be accurate, complete, or appropriate; human oversight and validation are required, especially in sensitive or consequential domains like healthcare, finance, legal, and security.
- Users are responsible for testing AI outputs for their specific use cases and for abiding by ServiceNow’s AI Acceptable Use Policy.
Data Processing and Privacy
- Data used by the application is transferred from customer instances to centralized ServiceNow environments, which may be in different geographic regions or on third-party cloud providers such as Microsoft Azure.
- ServiceNow collects inputs, outputs, and edits to improve AI models and products, including task data and chat transcripts related to Case Assist and Chat Assist features.
- Customers have the option to opt out of data collection to control their data privacy preferences.
Next Steps for ServiceNow Customers
- Review AI model availability for your region and environment prior to implementation.
- Configure AI model providers and skill preferences using AI Control Tower and AI Admin Hub console.
- Test and validate AI outputs carefully before relying on them for critical decisions.
- Stay informed about updates to AI capabilities, model availability, and compliance policies through ServiceNow documentation and support resources.
The ServiceNow Otto for CWM application uses generative AI skills to improve time to value for the tasks you perform in the CWM workspace.
Get started
- Not all model providers are available for customers with in-country SKUs, and some Now Assist 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 Now Assist 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 Now Assist 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.
You can use Now LLM Service, Now LLM Long Term Stable models (LTS), Azure OpenAI, Google Gemini or Anthropic Claude on AWS as the AI model provider for all Now Assist 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®.
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 task data (for Case 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.