ServiceNow Otto for IT Operations Management (ITOM)

  • Release version: Yokohama
  • Updated July 31, 2025
  • 3 minutes to read
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    Summary of ServiceNow Otto for IT Operations Management (ITOM)

    ServiceNow Otto for IT Operations Management (ITOM) is an application designed to enhance alert analysis within Event Management. It provides a human-readable summary of alerts alongside technical details to facilitate more effective investigation and resolution. This tool leverages generative AI capabilities through Now Assist for ITOM to automate and improve alert handling processes.

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    Key Features

    • Alert Analysis: Offers detailed insights on tag-based, rule-based, and Log Analytics alert groups, with parent alert analysis for other types.
    • Generative AI Integration: Uses Now Assist for ITOM to apply AI models for alert interpretation and automated workflows.
    • AI Model Providers: Supports multiple AI providers including ServiceNow’s own Now LLM Service and Long Term Stable models, Azure OpenAI, Google Gemini, and Anthropic Claude on AWS.
    • Configuration Controls: Enables administrators to select available AI options and set preferences via AI Control Tower and AI Admin Hub console.
    • Regional and Regulatory Availability: Some AI capabilities and model providers are restricted or unavailable in specific regions, regulated markets, and certain data center environments.
    • Data Handling and Privacy: Data is transferred securely to centralized ServiceNow environments and third-party cloud providers under strict compliance policies. Customers can opt out of data collection used to improve AI models.

    Important Considerations

    • Do not use ServiceNow Otto for ITOM for critical security alerts due to AI limitations.
    • AI-generated outputs may not always be fully accurate or appropriate; human oversight and testing are essential before relying on these outputs for decision-making.
    • ServiceNow’s AI Acceptable Use Policy governs appropriate use of this application.
    • Customers should review plugin dependencies and consult support resources such as the ServiceNow Community and Known Error Portal for troubleshooting assistance.

    What Customers Can Expect

    By deploying ServiceNow Otto for ITOM, customers gain enhanced alert analysis capabilities that streamline IT operations and incident response. The integration of AI agents and workflows reduces manual effort and helps identify relevant alert information quickly. However, customers must remain mindful of AI limitations and regulatory compliance when applying these features, ensuring appropriate use and validation of AI outputs within their operational environment.

    Use the ServiceNow® ServiceNow Otto for IT Operations Management (ITOM) application to analyze alerts in Event Management. Alert analyses include a human-readable brief of the alert and technical information to help you investigate the alert more effectively.

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    Important:
    • 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®.

    Note:
    Currently, ServiceNow Otto for ITOM only analyzes tag-based, rule-based, and Log Analytics alert groups. For all other alert group types, it only analyzes the parent alert.

    Dependencies

    For a list of ServiceNow Otto for IT Operations Management (ITOM) plugin dependencies, see Applications installed with ServiceNow Otto for ITOM.

    Troubleshoot and get help

    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.

    Important:
    Don't use ServiceNow Otto for ITOM for critical security alerts.

    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. 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.