---
sourceDocument: Australia IT Operations Management
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/it-operations-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Operations Management

ft:clusterId :

    - itom

bundleId :

    - itom

workflow :

    - Technology


---

# AI in ITOM

# AI in IT Operations Management {#ariaid-title1}

Release version: Australia  
Updated July 6, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 5 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 AI in IT Operations Management

AI in IT Operations Management (ITOM) leverages generative AI and agentic workflows to enhance core ITOM activities such as alert triage, incident investigation, service mapping automation, infrastructure diagnosis, and resolution artifact generation.
This capability is designed to improve operational efficiency and decision-making.
Show full answer Show less  
The ServiceNow AI Platform offers three licensing tiers---Foundation, Advanced, and Prime---each providing progressively greater AI functionality, from basic insights to autonomous AI operations and custom AI asset creation. Access to specific AI features, generative AI skills, agentic workflows, and AI agents depends on the license level.

## Key Features

* **AI Features Across ITOM Products:** AI capabilities are embedded throughout ITOM Visibility (Discovery, Service Mapping, Firewall Audits, Certificate Management, LEAP) and ITOM AIOps (Express List, Service Observability, SLO Management, Agent Client Collector Monitoring).
* **AI Model Providers:** Customers can select from multiple AI model providers including Now LLM Service, Azure OpenAI, Google Gemini, or Anthropic Claude on AWS. Configuration controls allow administrators to manage available models and preferences.
* **Security and Access Control:** AI agents and workflows operate under Access Control Lists (ACLs) managed within AI Agent Studio, ensuring secure and compliant execution based on user identities.
* **Domain Separation:** In domain-separated environments, AI skills operate only on data within the user's domain, ensuring data segregation and privacy with no co-mingling of data across domains.
* **Data Handling and Compliance:** Data processed by AI features may be transferred to centralized ServiceNow environments or third-party cloud providers under strict compliance policies. Customers can opt out of data collection used to improve AI technologies.

## Important Considerations

* Some AI features and model providers may be unavailable in certain regions, regulated markets, or restricted environments such as FedRAMP or IRAP-Protected data centers.
* Pre-installed AI agents may exist that are not part of agentic workflows; administrators can view all available agents within their instance.
* AI outputs are predictive and may not be fully accurate or suitable for all use cases. Customers should implement human oversight, validate AI outputs, and not rely solely on AI for critical decisions, especially in sensitive domains like healthcare or finance.
* Use of AI capabilities must comply with ServiceNow's AI Acceptable Use Policy.

## Getting Help

Customers can access support resources including the ServiceNow Community focused on AI and Intelligence, Known Error Portal for troubleshooting, and direct Customer Service and Support channels.  
AI features across IT Operations Management help operators triage alerts, investigate incidents, automate service mapping, diagnose infrastructure, and generate resolution artifacts using generative AI and agentic workflows.  
The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:

* Foundation: AI basics to deliver insights
* Advanced: AI to boost productivity across relevant use cases
* Prime: Act autonomously with all AI assets, and create your own

{#ai-in-it-operations-management__ul_szz_vjt_43c}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).  
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).  
For information about AI assets that are available on the ServiceNow AI Platform, see the following topics:

* [Generative AI skills](https://www.servicenow.com/docs/access?context=now-assist-skills&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US)
* [Agentic workflows](https://www.servicenow.com/docs/access?context=sn-aia-use-cases-list&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US)
{#ai-in-it-operations-management__ul_osh_bmt_43c}

## ITOM Visibility {#ai-in-it-operations-management__section-ai-itom-visibility}

For a summary of all AI features across ITOM Visibility, see [AI in ITOM Visibility](https://www.servicenow.com/docs/oaUNbXqiZhNBtpeX0KxZ4Q "AI features in ITOM Visibility help administrators automate service maps, diagnose discovery issues, manage certificates, and resolve incidents using generative AI.").{#ai-in-it-operations-management__ai-in-it-operations-management-vis-para-1}

For AI features by product, see the following topics:

* [AI in Discovery](https://www.servicenow.com/docs/qlHxqXeAYK0XSWHmvrioIQ "AI-powered features in Discovery help administrators investigate missing CI attributes, diagnose discovery errors, manage certificates, and request firewall rules using automation and generative AI.")
* [AI in Service Mapping](https://www.servicenow.com/docs/L5OuW63oGWsR9aMp1eP0jA "AI-powered features in Service Mapping help administrators automate service map creation, connect business applications to discovered services, and query live service topology using natural language.")
* [AI in Firewall Audits and Reporting](https://www.servicenow.com/docs/kStQTwEsKqRi3gkGH7ZY4g "AI provides an agentic workflow in Firewall Audits and Reporting that helps firewall administrators request new firewall rules using natural language.")
* [AI in Certificate Inventory and Management](https://www.servicenow.com/docs/jpYS1cZUDvj1ecI_UjXZ_g "AI Agents for Discovery provides an AI agent in Certificate Inventory and Management that helps PKI administrators automatically renew TLS certificates through a conversational prompt.")
* [AI in LEAP](https://www.servicenow.com/docs/AO6RsPOCH36CiomddW6xOQ "AI-powered features in LEAP help administrators generate resolution steps, create problem records, publish knowledge base articles, build playbooks, and discover and execute Ansible automations.")
{#ai-in-it-operations-management__ul-ai-visibility-products}

## ITOM AIOps {#ai-in-it-operations-management__section-ai-itom-health}

For a summary of all AI features across ITOM AIOps, see [AI in ITOM AIOps](https://www.servicenow.com/docs/QB5_0V_PG8wFURzMJ7xHRw "AI features in ITOM AIOps help operators triage alerts, investigate incidents, analyze service health, and improve service reliability using generative AI and agentic workflows.").{#ai-in-it-operations-management__ai-in-it-operations-management-health-para-1}

For AI features by product, see the following topics:

* [AI in Express List](https://www.servicenow.com/docs/IXntkgeYv5BeIj8A9JdYIg "ServiceNow Otto for ITOM provides generative AI skills and agentic workflows in Express List that help operators triage alerts, investigate incidents, and respond faster.")
* [AI in Service Observability](https://www.servicenow.com/docs/no31oOXO3xLO95kEzzmRTA "Generative AI skills in Service Observability help operators analyze metric data and assess service health faster.")
* [AI in SLO Management](https://www.servicenow.com/docs/EmlVF1_MEUIZSH86J3DzRA "AI capabilities in SLO Management help teams adopt service level objectives (SLOs) faster and monitor service performance.")
* [AI in Agent Client Collector Monitoring](https://www.servicenow.com/docs/dfdZBiPJw1ZI~SJQSBJ1Nw "AI provides generative AI features in Agent Client Collector Monitoring that help administrators diagnose agent errors and investigate agent behavior faster.")
{#ai-in-it-operations-management__ul-ai-health-products} Important:  
Some generative AI skills, AI agents, and agentic workflows are turned on by default. For more information, see [AI agents, skills, and agentic workflows on by default](https://www.servicenow.com/docs/access?context=now-assist-skills-on-by-default&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).

## AI model providers {#ai-in-it-operations-management__section_ry2_ykc_jgc}

You can use Now LLM Service, Azure OpenAI, Google Gemini or Anthropic Claude on AWS 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.{#ai-in-it-operations-management__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.{#ai-in-it-operations-management__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.{#ai-in-it-operations-management__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.
{#ai-in-it-operations-management__ul_j3b_4vd_wcc}

## Installed agents {#ai-in-it-operations-management__section_pgq_zkc_jgc}

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](https://www.servicenow.com/docs/access?context=find-ai-agents&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).

## Security {#ai-in-it-operations-management__section_tdp_jrc_jgc}

Enable security settings to run AI agents and agentic workflows using Access Control Lists (ACLs) and user identities. You can configure and manage the ACLs in AI Agent Studio. See [Implement access control in AI agents](https://www.servicenow.com/docs/access?context=aia-security-implementation&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US) for more information.

## Dependencies {#ai-in-it-operations-management__section_dfg_ff2_vjc}

For a list of plugin dependencies, see [Applications installed with ServiceNow Otto for ITOM](https://www.servicenow.com/docs/3ACRSMho_UYAvIbNcoW0tA "Table that lists applications installed with the ServiceNow Otto for IT Operations Management (ITOM) application. When you update your application, any newly required application dependencies are installed.").

## Domain separation and generative AI {#ai-in-it-operations-management__section_dsd_d5r_jhc}

By default, all skills exist in the global domain. When you use AI in a domain-separated environment, users are only able to access data in their domain. For example, if a user uses the
summarization skill, AI only uses material that exists in the user's domain when generating that summary. Additionally, there is no co-mingling of data for domain-separated instances when using generative AI skills. The data resides
only on the instance, and the shared services used for generative AI do not persist any requests (prompts) and responses. For more information, see [Domain separation in the AI Admin Hub console](https://www.servicenow.com/docs/access?context=domain-separation-in-the-now-assist-admin-console&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US). (Note that global domain is not the same as global scope. For more information, see [Exploring Next Experience pickers](https://www.servicenow.com/docs/access?context=next-experience-pickers&version=australia&pubname=australia-platform-user-interface&ft:locale=en-US).)

## Data processing {#ai-in-it-operations-management__section_hfg_ff2_vjc}

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).{#ai-in-it-operations-management__p_lv2_nfg_h1c}

## Data collection {#ai-in-it-operations-management__section_ifg_ff2_vjc}

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. 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).{#ai-in-it-operations-management__p_jv2_nfg_h1c}

## AI limitations {#ai-in-it-operations-management__section_gfg_ff2_vjc}

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.{#ai-in-it-operations-management__p_kv2_nfg_h1c}

## Troubleshoot and get help {#ai-in-it-operations-management__section_efg_ff2_vjc}

* [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)
{#ai-in-it-operations-management__ul_ffg_ff2_vjc}