CSDM business application to infrastructure AI specialist

  • Release version: Australia
  • Updated August 14, 2026
  • 1 minute to read

    • This AI specialist finds the best matching discovered service for each business application and creates the standard CSDM "Uses::Used by" relationship in the CI relationships table [cmdb_rel_ci].

    Workflow

    The specialist connects the CSDM business application to infrastructure.
    1. Receive the user's request and search based on that filter.
    2. Evaluate and rank search results.
    3. Return the highest-ranking results or update the relevant record.
    Table 1. Configuration
    Field Description
    Allow third party to access this AI agent

    When enabled, third-party AI agents can use this agent. This value is off (false) by default. This setting is defined in the AI Agent configs [sn_aia_agent_config] table on the External discoverable field.
    Allow AI specialists to access this AI agent

    When enabled, AI specialists can use this agent. This value is off (false) by default. When set to true, more configuration options for tools become available so that an AI specialist can map inputs and response templates to tool outputs. This setting is defined in the AI Agent configs [sn_aia_agent_config] table on the Specialist enabled field.
    Manage long-term memory

    When enabled, all previous user interactions are used as context for the LLM. This value is off (false) by default. This setting is defined by the sn_aia.ltm.enable_long_term_memory system property. For more information, see ServiceNow Otto AI agents reference.
    Tools
    Scripts
    Agent Tool: Connect Business App to Application Service
    Agent Tool: Get Business Applications
    Agent Tool: Search Discovered Services by AI
    Record Connection Runs
    Agent roles (ACLs) snc_internal
    Data access roles service_mapping_ai_user, cmdb_read, itom_admin, snc_internal, snc_required_script_writer_permission, sn_bm_client.benchmark_data_viewer, sn_itom_license.reader
    Triggers

    Optional. None defined by default. An admin can specify triggers if desired. For more information, see Add a trigger to an AI agent.
    Channels

    Configure an assistant for Virtual Agent or ServiceNow Otto panel using Assistant Designer.
    Used in agentic workflows

    Not applicable.

    Learn more about IT Operations Management at IT Operations Management.