--- sourceDocument: Australia Enable AI sourceDocumentLink: https://www.servicenow.com/docs/r/australia/intelligent-experiences Release : - australia ft:locale : - en-US ft:publication_title : - Australia Enable AI ft:clusterId : - platai bundleId : - platai workflow : - Platform --- # Application readiness # Application readiness for AI on the ServiceNow AI Platform {#ariaid-title1} Release version: Australia Updated September 10, 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 Application readiness for AI on the ServiceNow AI Platform ServiceNow Otto leverages the ServiceNow AI Platform to provide AI capabilities integrated into Platform applications like Service Catalog and AI Search, as well as product-specific workflows such as IT Service Management (ITSM). To fully utilize these AI features, customers must ensure their ServiceNow instance and relevant Platform applications are prepared and compatible. Show full answer Show less ## Preparing Your Instance for AI Before implementing AI, confirm readiness across several key areas: * Knowledge Base readiness * Service Catalog readiness * AI Search readiness * ServiceNow Otto for Virtual Agent readiness After verifying AI policies, data quality, and application readiness, ensure you have entitlements for at least one ServiceNow Otto application. Check the ServiceNow Store for version compatibility and dependencies, then install Otto products via the AI Admin Hub console. ## Customization and AI Compatibility Customizing your ServiceNow instance to meet unique business needs is common but can disrupt AI functionality. Changes to fields, UI actions, workflows, or table structures may interfere with generative AI skills and agents, causing issues such as: * Skill condition failures due to modified field states or labels * Agent triggers failing because of altered UI actions * Conflicts between custom workflows and native skill logic * Functionality inconsistencies across workflows due to table-level variations * Upgrade challenges requiring additional testing and reconfiguration To mitigate these risks, use the AI Readiness Evaluation app to identify impactful customizations and plan remediation. Maintain compatibility by: * Duplicating skills before modification * Adjusting skill inputs and role conditions to fit organizational processes * Adding input sources like related tables or emails * Building custom generative AI skills for advanced integration needs These strategies help balance customization with stable, upgrade-safe AI functionality. ServiceNow Otto uses the ServiceNow AI Platform to deliver AI solutions. Ensure that your instance is ready to use AI capabilities by preparing Platform applications, such as Service Catalog and AI Search. Installing a product such as ServiceNow Otto for IT Service Management (ITSM) gives you access to AI capabilities in Platform applications and capabilities specific to your product workflow. Ensure that the appropriate Platform applications are ready for AI. To prepare your instance, review the following topics: * [Knowledge Base readiness for AI on the ServiceNow AI Platform](https://www.servicenow.com/docs/Ij4VOnq78uF2Hf1Sc_Jy3A "The knowledge base enables ServiceNow Otto to deliver intelligent, accurate, and context-aware responses across AI Search, Q&A Genius Results, and other AI-powered experiences.") * [Service Catalog readiness for AI on the ServiceNow AI Platform](https://www.servicenow.com/docs/Ho2Vp6HyHyWCYo1kP59taQ "A well-structured Service Catalog is essential to supporting AI capabilities. As the backbone of many self-service workflows, the catalog enables ServiceNow Otto to interpret user requests accurately, present the right options, and reduce complexity for users.") * [AI Search readiness for AI on the ServiceNow AI Platform](https://www.servicenow.com/docs/YIge_3G3coLT9xqJZtHhHg "ServiceNow Otto for AI Search is built directly on the foundation of ServiceNow AI Search. AI Search provides the underlying infrastructure that enables ServiceNow Otto to retrieve and rank enterprise content—such as knowledge articles, records, and documentation—based on relevance and access permissions.") * [ServiceNow Otto for Virtual Agent readiness on the ServiceNow AI Platform](https://www.servicenow.com/docs/YXAWl14oo65J3tndocSXyw "ServiceNow Otto for Virtual Agent has AI-driven capabilities that interpret natural language, guide users through complex tasks, and deliver high-confidence answers without relying on rigid keyword matching or manual configurations.") {#sn-ai-impl-app-readiness__ul_z4m_sp5_bhc} After ensuring that your AI policy, your data, and your applications are ready, you can implement AI. 1. Ensure entitlement for at least one ServiceNow Otto application. For a list of available applications, see [Exploring AI Admin Hub](https://www.servicenow.com/docs/X_Dv7Yi7FaXgpHtzshqKbg "Learn how ServiceNow Otto Admin brings generative AI capabilities to the ServiceNow AI Platform. With ServiceNow Otto Admin, you can improve the productivity and efficiency in your organization, deliver better self-service, recommend actions and provide answers, and empower your users to search more effectively."). Note: Some ServiceNow Otto products may require other entitlements. 2. In the ServiceNow Store, check version compatibilities and dependencies for ServiceNow Otto apps. For more information, see [Evaluating version requirements and dependencies](https://www.servicenow.com/docs/access?context=versions-dependencies&version=australia&pubname=australia-platform-administration&ft:locale=en-US). 3. Install ServiceNow Otto products from the AI Admin Hub console. For more information, see [Install AI plugins in AI Admin Hub](https://www.servicenow.com/docs/GQUwvruczjy~UV~Gje1k1w "Install plugins in AI Admin Hub to enable AI applications on your instance."). {#sn-ai-impl-app-readiness__ol_nhw_vm5_bhc} ## Customization and AI {#sn-ai-impl-app-readiness__section_nkv_dw1_zgc} Customizing your ServiceNow instance is often necessary to meet unique business needs, but it can introduce unintended consequences for AI features. Changes to field names, UI actions, workflows, or table structures may disrupt how generative AI skills and agents operate. For example, modifying field states or labels can interfere with skill conditions and input mapping, while altering default UI actions may prevent agents from triggering correctly. Custom resolution workflows might conflict with the logic embedded in native skills, and table-level variations can affect where and how ServiceNow Otto functions across workflows. These customizations can also create upgrade friction, requiring additional testing, rework, or reconfiguration to confirm compatibility with new platform releases. To mitigate these risks, you can use tools like the AI Readiness Evaluation app to identify high-impact customizations and plan for remediation before deploying or upgrading AI features. For more information, see [AI Readiness Evaluation](https://www.servicenow.com/docs/BkdAg3f7CtFEy0aUsr~AYA "The AI Readiness Evaluation app helps prepare your organization for implementing agentic AI for ITSM and CSM, and five other jobs."). To maintain compatibility with ServiceNow Otto while accommodating custom configurations, several mitigation strategies are available: * Duplicate skills before adapting them. * Adjust skill inputs and role conditions to reflect organizational processes. * Add input sources, such as related tables or emails. {#sn-ai-impl-app-readiness__ul_dxv_r1z_1hc} For more advanced needs, build custom generative AI skills tailored to your unique business requirements, enabling deeper integration without compromising core functionality. For more information about customizing AI solutions, see [How to approach building custom generative AI solutions using Now Assist](https://www.servicenow.com/community/now-assist-articles/how-to-approach-building-custom-generative-ai-solutions-using/ta-p/3006669) in the ServiceNow Community.