--- sourceDocument: Australia IT Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/australia/it-service-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia IT Service Management ft:clusterId : - itsm bundleId : - itsm workflow : - Technology --- # Explore # Exploring ServiceNow Otto for IT Service Management (ITSM) {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 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 Exploring ServiceNow Otto for IT Service Management (ITSM) ServiceNow Otto for IT Service Management (ITSM) leverages generative AI to enhance agent efficiency by summarizing chat conversations, incident details, and generating resolution notes. These capabilities help agents quickly understand incident contexts, facilitate smoother handoffs, and share knowledge with other agents to speed up incident resolution. Show full answer Show less ## Key Features * **Chat Summarization:** Summarizes Virtual Agent chat histories and full interactions to provide agents with clear context during or after chats, aiding in troubleshooting. * **Sidebar Discussion Summarization:** Creates summaries of Sidebar conversations among agents, requesters, and subject matter experts, which can be added to incident work notes. * **Incident Summarization:** Generates summaries of active incidents including issue details, actions taken, and resolution notes by extracting information from key incident fields, helping agents understand incident context quickly. * **Incident Assist:** Offers conversational access to common incident-related information such as caller's assets, recent incidents, on-call experts, and similar resolved incidents within the incident record. * **Change Request Summarization:** Summarizes active change requests covering objectives, plans, risks, and other key fields to expedite understanding and decision-making. * **Change Request Risk Explanation:** Provides explanations for risk ratings on change requests, incorporating related incidents and risk conditions to assist risk assessment. * **Resolution Notes Generation:** Automatically generates incident resolution notes to provide useful context for future incidents and agents. * **Knowledge Generation:** Enables agents to easily create draft knowledge articles from incidents after resolutions are proposed or incidents are closed. * **Chat Reply Recommendation:** Assists agents in drafting replies to requesters by generating recommended responses from chat content. * **Release Notes Generation:** Helps product managers generate structured release notes for releases in the readiness phase, based on release artifacts. * **Otto Panel Integration:** The Otto conversational interface is embedded in the Service Operations Workspace for ITSM, allowing agents to request summaries and generate resolution notes efficiently. ## Practical Benefits for ServiceNow Customers By implementing ServiceNow Otto for ITSM, your support agents can handle incidents and change requests with greater speed and accuracy. The AI-driven summarization and note generation reduce manual effort, improve knowledge sharing, and enhance collaboration among agents and stakeholders. This leads to faster incident resolution, more consistent communication, and better overall service delivery. With the ServiceNow Otto for IT Service Management (ITSM) application, your agents can summarize the chat conversations and incident details, generate the incident resolution notes to share with other agents. ## ServiceNow Otto for IT Service Management (ITSM) overview {#exploring-now-assist-itsm__section_ght_hgl_5yb} The following generative AI capabilities are available for an agent: * An incident summary enables your agents to understand the incident context. * The incident resolution notes provide the context to other agents who might encounter similar incidents. * An interaction chat summary provides the context about the chat conversation to an agent by specifying all points of the handoff, including the Virtual Agent conversation. {#exploring-now-assist-itsm__ul_vwj_5wj_wyb} ## ServiceNow Otto for IT Service Management (ITSM) skills {#exploring-now-assist-itsm__section_wsd_2dz_byb} The ServiceNow Otto for ITSM application includes the generative AI skills and features that enable your agents to understand the chat and incident context so that they can propose quicker resolutions to the requester. Chat summarization : Provides an agent with a summary of a requester's Virtual Agent chat history. An agent can also generate a summary of the entire interaction when the chat ends or when an incident is created for further troubleshooting before or after the chat ends. Sidebar discussion summarization : Generates a summary of Sidebar discussions between agents, requesters, and subject matter experts using this skill. An agent can also post the summary to the incident work notes for further troubleshooting before or after the chat ends. Incident summarization : Enables an agent to expedite the incident troubleshooting process by reviewing its summary that includes the issue, actions taken, and resolution. Your agent can generate an incident summary for active incidents to understand the incident context. Your agent can also refresh the summary, post the summary to the incident work notes, copy the summary, and provide feedback about the summary. The incident summary includes the information that an agent enters in the following incident record fields: * Short description * Description * Work notes * Additional comments * Email {#exploring-now-assist-itsm__ul_atl_f2m_cbc} Incident assist : Enables an agent to quickly obtain common incident related information conversationally within the incident record by asking questions related to the supported topics in the Otto panel. Incident assist topics supported in the panel include: * Caller's assets * Caller's recent incidents * On-call experts from support groups * Similar resolved incidents {#exploring-now-assist-itsm__ul_fst_kwn_bdc} Change request summarization : Enables an agent to expedite the change request process by reviewing its summary that includes objective, plan, and risk. Your agent can generate a change request summary for active change requests to understand the change request context. Your agent can also refresh the summary, post the summary to the change request work notes, copy the summary, and provide feedback about the summary. The change request summary includes the information that an agent enters in the following incident record fields: * Short description * Description * Work notes * Additional comments * Risk * Impact * Justification * Implementation plan * Risk and impact analysis * Test plan * Backout plan * Close code * Close notes * Configuration item * Service * Service offering * State * Conflict status * Type {#exploring-now-assist-itsm__ul_v3q_jxg_vyb} Change request risk explanation : Enables an agent to understand the change request risk by reviewing the explanation for the risk rating. Your agent can generate a change request risk explanation for change requests that have a risk rating (high, med, low). Your agent can also copy the summary, and provide feedback about the summary. The change request risk explanation includes the information that an agent enters in the following incident record fields: * Short description * Implementation plan * Assignment group * Risk {#exploring-now-assist-itsm__ul_ywq_vpf_bdc} Additional inputs include: similar change requests and the incidents caused by those changes, and risk condition that was met. Resolution notes generation : Automatically generates the resolution notes for an incident using the Otto icon and provides context to the other agents who might encounter similar incidents. Knowledge generation : Enables an agent to generate a knowledge article from an incident after proposing a resolution or closing the incident. The knowledge generation skill displays a pop-up window that an agent can use to generate a knowledge article and review it before publishing the knowledge article draft. Chat reply recommendation : Enables an agent to generate a reply recommendation from a chat using the Otto icon. The chat reply recommendation skill displays a pop-up window that an agent can use to generate a recommendation and review it before sending it as a reply to the requester. Release notes generation for a release in Digital Product Release : Enables a product manager to generate structured release notes for a release that is in the readiness phase.The Generate release notes skill uses artifacts in the release scope to generate the release notes that you can review it before publishing. ## Otto panel in Service Operations Workspace for ITSM {#exploring-now-assist-itsm__section_ovz_lwg_vyb} An agent can use the Otto panel in Service Operations Workspace for ITSM. This conversational interface enables an agent to request a chat summary or incident summary and generate the incident resolution notes. For more information about the ServiceNow Otto panel, see [ServiceNow Otto panel](https://www.servicenow.com/docs/access?context=now-assist-panel-overview&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US). * **[Supporting information for ServiceNow Otto for IT Service Management (ITSM)](https://www.servicenow.com/docs/qQPgQPDGn~jmkq_Gupf_SA)** Get a quick overview of the important information that is related to the ServiceNow Otto for IT Service Management (ITSM) application. **Related topics** * [Exploring AI Admin Hub](https://www.servicenow.com/docs/access?context=exploring-now-assist-platform&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US)