--- sourceDocument: Australia Operational Sustainability Management (formerly Environmental, Social, and Governance) sourceDocumentLink: https://www.servicenow.com/docs/r/australia/environmental-social-governance Release : - australia ft:locale : - en-US ft:publication_title : - Australia Operational Sustainability Management (formerly Environmental, Social, and Governance) ft:clusterId : - esgv bundleId : - esgv workflow : - Technology --- # ServiceNow Otto # ServiceNow Otto for Operational Sustainability {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 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 Operational Sustainability ServiceNow Otto for Operational Sustainability is an AI-powered application designed to help sustainability teams automate and streamline the collection of operational sustainability data, such as utility bill metrics. It leverages generative AI to enable accurate, auditable reporting at an enterprise scale, supporting efficient sustainability management. Show full answer Show less ## Key Features * **Generative AI Capabilities:** Automates data extraction and mapping from utility invoices to the appropriate sustainability metric definitions and entities. * **Agentic AI Workflows:** Allows use of AI agents either standalone or within workflows to achieve specific automated outcomes related to sustainability data processing. * **Configurable Application:** Administrators can configure the application to enable users to access AI-powered skills within the Operational Sustainability Workspace. * **Data Handling and Compliance:** Data is securely transferred and processed in compliance with ServiceNow's policies, potentially involving third-party cloud providers. Customers have control over data collection opt-out options. ## Key Outcomes * Increased efficiency by automating manual data collection from utility documents, reducing errors and manual effort. * Enhanced accuracy and auditability of sustainability metrics reporting across the organization. * Empowered sustainability teams with AI-driven insights and automation tools to support operational sustainability goals. * Ensured responsible AI use through recommended human oversight and compliance with ServiceNow's AI Acceptable Use Policy. ## Important Considerations The application's AI-generated outputs should be carefully evaluated for accuracy and appropriateness, especially in critical business contexts. Users must maintain human oversight and not rely solely on AI predictions for decision-making. Data privacy and security are managed according to ServiceNow's internal policies, with options for customers to opt out of data collection used for AI model improvement. Use the ServiceNow Otto for Operational Sustainability application to empower your sustainability teams with generative AI-powered capabilities to automate and streamline data collection, and confirm accurate, auditable reporting at enterprise scale. ## Get started {#now-assist-for-esg__cf-app-landing-get-started} {#now-assist-for-esg__table_vm1_s5t_sgc__entry__3} | | | | |-|-|-| | [Exploring ServiceNow Otto for Operational Sustainability](https://www.servicenow.com/docs/NCuuUWktl14hARlsLbSwqw "With the Operational Sustainability Management application, you can use the skills to automate the collection of operational sustainability metric data from utility bill documents.")ExploreLearn more about ServiceNow Otto for Operational Sustainability skills | [Configure ServiceNow Otto for Operational Sustainability](https://www.servicenow.com/docs/Bg6DJPXunMdja1_rQIU9ug "If you have the admin role, you can configure the ServiceNow Otto for Operational Sustainability application so that your users can use the generative AI skills in the Operational Sustainability Workspace.")ConfigureConfigure the ServiceNow Otto for Operational Sustainability application to get started | [Using ServiceNow Otto for Operational Sustainability skills](https://www.servicenow.com/docs/8yDeHCIwsZCunWQ5xjGHfw "If you have the sn_esg_gen_ai.docintel_user role, you can use the ServiceNow Otto for Operational Sustainability skill to automate the extraction of metrics data from utility invoices. Then map the extracted data to the correct metric definitions and entities.")UseUse generative AI capabilities offered by ServiceNow Otto for Operational Sustainability | | | [Use agentic AI in ServiceNow Otto for Operational Sustainability (formerly ESG)](https://www.servicenow.com/docs/f70vVN64_Fj2WNxHPsEwMA "Use agents within an agentic workflow or as standalone agents to achieve specific automated outcomes.")Use Operational Sustainability Management AI agent collection | | [ ] {#now-assist-for-esg__table_vm1_s5t_sgc} * [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-for-esg__ul_oht_hgl_5yb} ## AI limitations {#now-assist-for-esg__section_w4v_wxm_xyb} 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-for-esg__p_kv2_nfg_h1c} ## Data processing {#now-assist-for-esg__section_x4v_wxm_xyb} 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-for-esg__p_lv2_nfg_h1c} ## Data collection {#now-assist-for-esg__section_y4v_wxm_xyb} 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 incident data (for Incident Assist and Knowledge Assist) and chat transcripts (for Chat Assist). Customers can opt out of future data collection at any time, as described in the [AI 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). For more information, see the [ServiceNow AI documentation](https://www.servicenow.com/docs/access?context=ai-products&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US). * **[Exploring ServiceNow Otto for Operational Sustainability](https://www.servicenow.com/docs/NCuuUWktl14hARlsLbSwqw)** With the Operational Sustainability Management application, you can use the skills to automate the collection of operational sustainability metric data from utility bill documents. * **[Configure ServiceNow Otto for Operational Sustainability](https://www.servicenow.com/docs/Bg6DJPXunMdja1_rQIU9ug)** If you have the admin role, you can configure the ServiceNow Otto for Operational Sustainability application so that your users can use the generative AI skills in the Operational Sustainability Workspace. * **[Use agentic AI in ServiceNow Otto for Operational Sustainability (formerly ESG)](https://www.servicenow.com/docs/f70vVN64_Fj2WNxHPsEwMA)** Use agents within an agentic workflow or as standalone agents to achieve specific automated outcomes. * **[Using ServiceNow Otto for Operational Sustainability skills](https://www.servicenow.com/docs/8yDeHCIwsZCunWQ5xjGHfw)** If you have the sn_esg_gen_ai.docintel_user role, you can use the ServiceNow Otto for Operational Sustainability skill to automate the extraction of metrics data from utility invoices. Then map the extracted data to the correct metric definitions and entities.