--- sourceDocument: Australia Public Sector sourceDocumentLink: https://www.servicenow.com/docs/r/australia/government-industry Release : - australia ft:locale : - en-US ft:publication_title : - Australia Public Sector ft:clusterId : - gvin bundleId : - gvin workflow : - Customer and Industry --- # Use agentic AI # Use agentic AI in ServiceNow Otto for Public Sector Digital Services (PSDS) {#ariaid-title1} Release version: Australia Updated March 12, 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 Use agentic AI in ServiceNow Otto for Public Sector Digital Services (PSDS) ServiceNow Otto for Public Sector Digital Services (PSDS) includes the Public Sector Digital Services AI Agent Collection application, which enables administrators to configure and manage standalone AI agents using the AI Agent Studio. These agents automate specific tasks such as fee estimation and handling information requests, helping government service agents streamline their workflows. Show full answer Show less ## Key Features * **AI Agent Studio:** A configuration tool available to administrators for setting up, testing, and managing AI agents through natural language and prebuilt workflows. * **Use Cases:** The primary use case is estimating fee breakdowns for information requests, including subtotal fee calculations, fee waiver recommendations with reasons, and total fee estimates. * **Supported Large Language Models (LLMs):** Now LLM Service, Azure OpenAI, Google Gemini, and Anthropic Claude can be selected as AI providers for generative AI skills and agents. Configuration controls in AI Control Tower and AI Admin Hub allow preference settings. * **Security Controls:** Execution of AI agents and workflows is secured through Access Control Lists (ACLs) and user identity role masking. Specific roles included with applications must be configured for user access. * **Autonomous AI Agent Execution:** To run AI agents autonomously, duplicates of the agentic workflows must be activated along with their triggers, which must be unique. Manual invocation is also supported without activating triggers. Azure OpenAI is recommended for ITSM agentic workflows. * **Standalone AI Agents:** Some AI agents may exist independently and not be part of agentic workflows. Administrators can view and manage these separately. ## Practical Implications for ServiceNow Customers By leveraging agentic AI within PSDS, ServiceNow customers in the public sector can automate complex, rule-based tasks like fee estimation for information requests efficiently. The AI Agent Studio provides an intuitive interface for administrators to tailor agents to their specific needs, ensuring seamless integration with existing workflows. Security and governance are maintained through role-based access and ACLs, ensuring that AI agents operate within secure, controlled environments. Customers should ensure proper activation and configuration of workflows and triggers to enable autonomous operation. Choosing the appropriate LLM provider and configuring AI preferences via the AI Control Tower and Admin Hub allows customers to optimize AI agent performance according to their organizational requirements. Use standalone agents to achieve specific automated outcomes with the Public Sector Digital Services AI Agent Collection application. ​ AI Agents are configurable through the AI Agent Studio. The AI Agent Studio is available to administrators as part of the ServiceNow Otto for Public Sector Digital Services (PSDS) offering. The AI Agent Studio allows admins to configure, test, and manage AI agents using natural language and prebuilt workflows. These agents can automate tasks like fee estimation and information request handling. This table describes the use cases in ServiceNow Otto for Public Sector Digital Services (PSDS).{#now-assist-psds-agentic-ai__table_ulb_v14_3hc__entry__2} | Use case | Description | |-|-| | Estimate fee breakdown for an information request | Helps government service agents determine the fee breakdown for an information request by working to arrive at a subtotal fee estimate, a recommendation for whether a fee waiver request should be approved or rejected, including reasons for any rejection, and a total fee estimate, with the fee waiver, if applicable. | [Table 1. Use cases powered by Agentic AI in Public Sector Digital Services] {#now-assist-psds-agentic-ai__table_ulb_v14_3hc} Find information such as the Large Language Models (LLM) supported in ServiceNow Otto and security controls that are important considerations for using agentic AI. ## Supported Large Language Models {#now-assist-psds-agentic-ai__section_emw_1kq_4hc} Note: * 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 to define which options are available, then set the skill-level preferences in the AI Admin Hub console. For more information, see . * For the Now LLM Service updates, see . {#now-assist-psds-agentic-ai__ul_xph_yjq_4hc} ## Security implementation considerations {#now-assist-psds-agentic-ai__section_o45_dkq_4hc} Enable security implementation to execute AI agents and agentic workflows through Access Control Lists (ACLs) and user identities. ACLs provide the Run As capability to let agents and agentic workflows execute actions either as a dynamic user or as an AI user. For more information, see Agentic workflows and their AI agents use role masking to determine which users can access them. Ones installed with your applications have specific roles that come included with the application. If you select Users with specific roles for user access, you must configure the security controls to include these roles. For the instructions to change the security controls, see Define security controls for an agentic workflow. AI agents use role masking to determine which users can access them. Ones installed with your applications have specific roles that come included with the application. If you select Users with specific roles for user access, you must configure the security controls to include these roles. For the instructions to change the security controls, see Define security controls for an AI agent. ## Considerations for running the autonomous AI Agents {#now-assist-psds-agentic-ai__section_i4v_tkq_4hc} Important: By default, all agent workflow and AI agent records are read-only. To run the AI agents autonomously, you must first duplicate the agentic workflow, and then proceed with the following steps: * Activate the agentic workflow. * Activate all agents within the agentic workflow. * Activate the trigger to invoke the agentic workflow automatically. The triggers for each agentic workflow must be unique. If you prefer to invoke it manually, activating the trigger isn't necessary. * Azure OpenAI is recommended for ITSM agentic workflows. For information on Large Language Models (LLMs) for AI agents and agentic workflows, see . {#now-assist-psds-agentic-ai__ul_cgc_ffk_h2c} ## Standalone AI agents {#now-assist-psds-agentic-ai__section_cks_khk_xgc} There might be AI agents installed on your instance that are not used in agentic workflows. To learn how to see all agents that are available to you, see Find AI agents. For information on the standalone Public Sector Digital Services AI agents, see [Standalone AI Agents in Public Sector Digital Services](https://www.servicenow.com/docs/tx~fGksxC9dteDBCHtTUYg "Use standalone agents to achieve specific automated outcomes with the Public Sector Digital Services AI Agent Collection application. ​").