--- sourceDocument: Australia Strategic Portfolio Management sourceDocumentLink: https://www.servicenow.com/docs/r/australia/it-business-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia Strategic Portfolio Management ft:clusterId : - itbm bundleId : - itbm workflow : - Technology --- # ServiceNow Otto for CWM # ServiceNow Otto for Collaborative Work Management (CWM) (CWM) {#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 ServiceNow Otto for Collaborative Work Management (CWM) ServiceNow Otto for Collaborative Work Management (CWM) leverages generative AI to enhance the efficiency and effectiveness of tasks performed within the CWM workspace. Otto is ServiceNow's conversational AI platform integrated with workflows, offering agentic capabilities, multimodal interactions across web, mobile, and messaging, and autonomous orchestration for cross-system workflows. Show full answer Show less Access to specific AI features depends on your ServiceNow license and regional availability, with certain AI models and skills restricted in regulated markets or specific data center environments. ## Key Features * **Generative AI Skills:** Improve task completion speed and quality within the CWM workspace. * **Conversational AI Platform:** Supports interactions across multiple channels and enables autonomous workflow orchestration. * **AI Model Providers:** Integration with Now LLM Service, Azure OpenAI, Google Gemini, and Anthropic Claude, configurable via AI Control Tower and AI Admin Hub. * **Configurability:** Administrators can select AI model options and set skill-level preferences to tailor AI behavior. * **Data Handling:** Data may be transferred to centralized ServiceNow environments or third-party cloud providers, managed under ServiceNow's compliance policies. ## Important Considerations * AI outputs may not always be accurate or appropriate; human oversight and testing are essential, especially in sensitive domains such as healthcare, finance, or security. * Customers must comply with ServiceNow's AI Acceptable Use Policy and remain aware of updates. * Data collection includes inputs, outputs, edits, task data, and chat transcripts, which ServiceNow uses to improve AI technologies. Customers can opt out of data collection. * Regional restrictions may limit availability of certain AI features for customers in specific regulated markets or data centers. ## Next Steps for Customers * Review your ServiceNow license and regional compliance to understand which AI features are accessible. * Configure AI model providers and skill preferences through AI Control Tower and AI Admin Hub to optimize AI usage. * Implement human oversight processes to validate AI-generated outputs before relying on them for critical decisions. * Monitor ServiceNow documentation and knowledge base articles for updates on AI feature availability and compliance guidelines. The ServiceNow Otto for CWM application uses generative AI skills to improve time to value for the tasks you perform in the CWM workspace. ## Get started {#now-assist-for-cwm-landing__cf-app-landing-get-started} |-|-| | [ExploreLearn the features and key benefits](https://www.servicenow.com/docs/4FbyvmIGbgstY6uas6wNCw "Learn more about the generative AI capabilities of ServiceNow Otto for CWM. These capabilities can help you save time and improve efficiency for the actions your team performs within the CWM workspace.") | [ConfigureActivate AI skills for CWM](https://www.servicenow.com/docs/QDYT6egRCu~Sq7ImS44jJQ "If you have the admin role, you can configure the implementation for the ServiceNow Otto for CWM application. This lets your team members utilize generative AI skills in the CWM workspace.") | [ ] {#now-assist-for-cwm-landing__table_np5_rf3_y2c}ServiceNow Otto introduced AI on the platform. As that experience has evolved, there's a new name for the experience. ServiceNow Otto® is the conversational AI platform integrated into ServiceNow workflows. It provides agentic capabilities, supports multimodal interactions across web, mobile, and messaging channels, and enables autonomous orchestration for cross-system workflows. Note: Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents. For more information, see [ServiceNow product tiers](https://www.servicenow.com/docs/access?context=ai-native-sku-overview&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-for-cwm-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-for-cwm-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-for-cwm-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-for-cwm-landing__ul_j3b_4vd_wcc} 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). ## AI limitations {#now-assist-for-cwm-landing__section_yh2_5yf_1zb} 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-cwm-landing__p_kv2_nfg_h1c} ## Data processing {#now-assist-for-cwm-landing__section_j4z_vyf_1zb} 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-cwm-landing__p_lv2_nfg_h1c} ## Data collection {#now-assist-for-cwm-landing__section_op1_xyf_1zb} 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 task data (for Case 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).