---
sourceDocument: Australia Employee Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/employee-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# ServiceNow Otto for Workplace Service Delivery (WSD)

# ServiceNow Otto for Workplace Service Delivery (WSD) {#ariaid-title1}

Release version: Australia  
Updated September 3, 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 Workplace Service Delivery (WSD)

ServiceNow Otto for Workplace Service Delivery (WSD) enhances workplace service experiences using generative AI capabilities.
It integrates advanced AI models to streamline and improve workplace-related service delivery within the ServiceNow platform.
Show full answer Show less  

## Key Features

* **AI Model Providers:** Supports Now LLM Service, Azure OpenAI, Google Gemini, and Anthropic Claude for generative AI skills and AI agents.
* **Configuration Controls:** Administrators can manage AI model options via the AI Control Tower and set skill-level preferences through the AI Admin Hub console.
* **AI Agent Workflows:** Provides AI agent use cases tailored for workplace service delivery to automate and optimize processes.
* **Data Handling:** Transfers data securely from customer instances to a centralized ServiceNow environment, possibly involving third-party cloud providers, in compliance with ServiceNow's internal policies.
* **Data Collection and Improvement:** Collects inputs, outputs, and edits to improve ServiceNow AI technologies; customers have the option to opt out of future data collection.

## Important Considerations

* Availability of AI models and features varies by region, data center compliance requirements (e.g., FedRAMP, NSC DOD IL5, Australia IRAP), and regulated markets.
* Customers should verify model provider availability and feature support for their environment and region.
* The application relies on AI and machine learning, which may not always produce fully accurate or appropriate results; human oversight and thorough testing are essential.
* ServiceNow's AI Acceptable Use Policy applies and may be updated periodically.

## Support and Troubleshooting

* Resources include the ServiceNow Community for AI and Intelligence, Known Error Portal, and Customer Service and Support contacts.

## Practical Implications for ServiceNow Customers

ServiceNow Otto for Workplace Service Delivery (WSD) enables customers to leverage cutting-edge generative AI to enhance workplace services, automate workflows, and improve user experiences. Customers should configure AI model preferences carefully, understand regional availability constraints, monitor AI output quality, and ensure compliance with policies and data handling procedures to maximize benefits while maintaining control and security.  
ServiceNow Otto for Workplace Service Delivery (WSD) elevates your Workplace Services experience with generative AI capabilities.

## Get started {#now-assist-wsd-landing__cf-app-landing-get-started}

|-|-|
| [Explore](https://www.servicenow.com/docs/_4m044s5GqPmhUZaoqsVyg "ServiceNow Otto for Workplace Service Delivery (WSD) elevates your Workplace Services experience with generative AI capabilities.")Learn more about [Exploring ServiceNow Otto for Workplace Service Delivery (WSD)](https://www.servicenow.com/docs/u0Dnben8rwu0Der7jJnDqw "The ServiceNow Otto for WSD assists Workplace Service Delivery workplace employees to book meeting spaces conveniently and quickly.") | [Configure](https://www.servicenow.com/docs/Z~516~zqzuB3LQBv3eewBQ "Install and configure ServiceNow Otto for Workplace Service Delivery (WSD). As a system administrator configure the ServiceNow Otto for WSD application so that employees can use the ServiceNow Otto generative AI capabilities.")Install and configure [Configuring ServiceNow Otto for WSD](https://www.servicenow.com/docs/Z~516~zqzuB3LQBv3eewBQ "Install and configure ServiceNow Otto for Workplace Service Delivery (WSD). As a system administrator configure the ServiceNow Otto for WSD application so that employees can use the ServiceNow Otto generative AI capabilities.") |
| [Using AI agent workflows in ServiceNow Otto for WSD](https://www.servicenow.com/docs/mVrJFJWLt_zcLRaZAFphZw "Agentic workflows in ServiceNow Otto for WSD help complete workplace tasks autonomously.") Use the AI agent use cases in ServiceNow Otto for Workplace Service Delivery (WSD) | [Using](https://www.servicenow.com/docs/Zt9IptNb7dR_5JYWsiSKBA "Using ServiceNow Otto for Workplace Service Delivery (WSD) for creating a reservation.") Use generative AI capabilities offered by [Using ServiceNow Otto for WSD](https://www.servicenow.com/docs/Zt9IptNb7dR_5JYWsiSKBA "Using ServiceNow Otto for Workplace Service Delivery (WSD) for creating a reservation.") |
[ ]

{#now-assist-wsd-landing__table_xwb_rqh_ydc} You can use Now LLM Service, Azure OpenAI, Google Gemini or Anthropic Claude as the AI model provider for all generative AI skills and AI agents. Use the Configuration Controls in [AI Control Tower](https://www.servicenow.com/docs/access?context=ai-model-providers&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US) to define which options are available, then set the skill-level preferences in the [AI Admin Hub console](https://www.servicenow.com/docs/access?context=manage-large-language-models&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US). For more information, see [Large language models on the ServiceNow AI Platform®](https://www.servicenow.com/docs/access?context=exploring-large-language-models&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).  
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-wsd-landing__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-wsd-landing__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-wsd-landing__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-wsd-landing__ul_j3b_4vd_wcc}

## Troubleshoot and get help {#now-assist-wsd-landing__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-wsd-landing__ul_oht_hgl_5yb}

## AI limitations {#now-assist-wsd-landing__section_ypx_tbc_b2c}

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-wsd-landing__p_kv2_nfg_h1c}

## Data processing {#now-assist-wsd-landing__section_dhm_5bc_b2c}

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-wsd-landing__p_lv2_nfg_h1c}

## Data collection {#now-assist-wsd-landing__data-collection-2023-09}

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 data about workplace requests (e.g. reservations). Customers can opt out of future data collection at any time, as described in the [Now Assist Opt-Out page](https://www.servicenow.com/docs/access?context=opt-out-of-data-sharing-for-now-assist&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).{#now-assist-wsd-landing__data-collection-p-end-2023-09}

For more information, see the [Now Assist documentation](https://www.servicenow.com/docs/access?context=platform-now-assist-landing&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).{#now-assist-wsd-landing__data-collection-more-info-p-2023-09}