Domain separation and ServiceNow Otto for Financial Services Operations (FSO)
Summarize
Summary of Domain separation and ServiceNow Otto for Financial Services Operations (FSO)
ServiceNow Otto for Financial Services Operations (FSO) supports domain separation, enabling you to logically segregate data, processes, and administrative tasks into domains. This separation ensures that users only access data relevant to their domain, maintaining data privacy and operational boundaries within a multi-tenant environment. Domain separation applies to user interface elements, cache keys, reporting, rollups, and aggregations within the application.
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This capability is essential for service providers managing multiple tenants on the same instance, allowing tenant-specific data and processes to remain isolated while still enabling tenant-customers to interact with their service provider effectively.
Key Features
- Runtime Domain Separation: The application enforces domain separation dynamically, ensuring data and functionality respect domain boundaries during use.
- Generative AI Skills per Domain: AI capabilities (called skills) are configurable per domain and operate only on data within that domain, preventing data co-mingling.
- Data Privacy with AI: AI requests and responses are not persisted outside the instance, safeguarding tenant data in generative AI interactions.
- Skill Configuration Flexibility: Skills can be reconfigured or customized per domain, allowing different domains to have tailored AI functionalities.
- Role-Based Access Control: Access to Otto panels and AI skills can be restricted by roles on a per-domain basis, providing granular control over who can use which features.
- Usage Tracking: While domain separation isolates tenant data, overall ServiceNow Otto for FSO consumption is tracked at the instance level via the Subscription Management dashboard.
Practical Implications for ServiceNow Customers
To leverage domain separation with ServiceNow Otto for FSO, you must first enable domain separation on your instance. Once enabled, you can confidently manage multiple tenants, ensuring isolated data environments and customized AI skill configurations per tenant domain. This setup supports secure and compliant operations in financial services contexts where data segregation and privacy are critical.
Service providers can configure roles and permissions uniquely for each domain, facilitating tailored access to AI-powered features and ensuring that tenant users see only their relevant data and AI outputs.
Domain separation is supported for ServiceNow Otto for Financial Services Operations (FSO). Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.
Support level: Basic
- Business logic: Ensure that data goes into the proper domain for the application’s service provider use cases.
- The application supports domain separation at run time. The domain separation includes separation from the user interface, cache keys, reporting, rollups, and aggregations.
- The owner of the instance must set up the application to function across multiple tenants.
Sample use case: When a service provider (SP) uses chat to respond to a tenant-customer’s message, the customer must be able to see the SP's response.
For more information on support levels, see Application support for domain separation.
Domain separation overview
In ServiceNow Otto for FSO, generative AI capabilities are organized into skills. Each skill can be configured differently for each domain.
By default, all skills exist in the global domain. When you use AI in a domain-separated environment, users are only able to access data in their domain. For example, if a user uses the summarization skill, AI only uses material that exists in the user's domain when generating that summary. Additionally, there is no co-mingling of data for domain-separated instances when using generative AI skills. The data resides only on the instance, and the shared services used for generative AI do not persist any requests (prompts) and responses. For more information, see Domain separation in the AI Admin Hub console. (Note that global domain is not the same as global scope. For more information, see Exploring Next Experience pickers.)
How domain separation works in ServiceNow Otto for FSO
You must enable domain separation on your instance first before you can use it for ServiceNow Otto for Financial Services Operations (FSO) skills.
ServiceNow Otto for Financial Services Operations (FSO) works with domain separation. When you use ServiceNow Otto for Financial Services Operations (FSO) in a domain-separated environment, users are only able to access data within their domain. For example, when a user uses the summarization skill, ServiceNow Otto for Financial Services Operations (FSO) only uses material that exists within the user's domain when generating that summary. When a skill is domain-separated, only users who are in that domain can use the skill that you have configured for that scope.
If you're a service provider that hosts multiple clients in the same instance, you can set up domain separation to separate tenant data, processes, and administrative tasks. However, ServiceNow Otto for Financial Services Operations (FSO) consumption is tracked according to the instance without differentiating between tenants. You can track your ServiceNow Otto for Financial Services Operations (FSO) usage in the Subscription Management dashboard.
If you want a domain to have a different version of an existing skill, you can reconfigure and activate the skill or create a variant in the preferred domain. See Domain separation in the AI Admin Hub console.
Use cases
You can configure the roles when you’re activating or editing a skill.
For example, you can grant certain roles access to the ServiceNow Otto panel in one domain, while another domain has no role restrictions.