--- 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 --- # Important considerations # Important considerations for using ServiceNow Otto for IT Service Management (ITSM) agentic AI {#ariaid-title1} Release version: Australia Updated March 12, 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 Important considerations for using ServiceNow Otto for IT Service Management (ITSM) agentic AI ServiceNow Otto enables IT Service Management (ITSM) to leverage agentic AI workflows that autonomously complete tasks using AI agents. These agents operate within agentic workflows, enhancing automation and efficiency in ITSM processes. Show full answer Show less ## Supported Large Language Models ServiceNow supports multiple AI model providers for generative AI skills and AI agents, including: * Now LLM Service * Azure OpenAI * Google Gemini * Anthropic Claude Configuration of available options is managed through AI Control Tower, with skill-level preferences set in the AI Admin Hub console. ## Security Implementation Considerations Security for AI agents and agentic workflows is enforced via Access Control Lists (ACLs) and user identities. Key points include: * Agents can execute actions as either a dynamic user or a dedicated AI user through the Run As capability. * Role masking controls user access to agentic workflows and AI agents. * Pre-installed applications provide specific roles that must be included in security controls if restricting access to users with particular roles. ServiceNow provides guidance on defining and modifying these security controls to ensure appropriate access. ## Running Autonomous AI Agents By default, agent workflows and AI agent records are read-only. To enable autonomous operation: * Duplicate the agentic workflow. * Activate the duplicated agentic workflow and all associated agents. * Activate a unique trigger for automatic invocation or invoke the workflow manually without activating the trigger. Azure OpenAI is the recommended language model provider for ITSM agentic workflows. ## Standalone AI Agents Some AI agents may exist independently of agentic workflows. Customers can view all available AI agents on their instance to understand and manage their AI resources effectively. Use the IT Service Management AI agents within an agentic workflow to complete tasks autonomously. ## Supported Large Language Models {#important-considerations-itsm-agentic-ai__section_pwb_fhk_xgc} 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](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). * For the Now LLM Service updates, see [Model provider updates](https://www.servicenow.com/docs/access?context=now-llm-model-updates&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US). {#important-considerations-itsm-agentic-ai__ul_mkc_txv_dhc} ## Security implementation considerations {#important-considerations-itsm-agentic-ai__section_tcr_ghk_xgc} 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 [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) Agentic workflows and their AI agents use [role masking](https://www.servicenow.com/docs/access?context=implement-aias-security-new&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US) 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](https://www.servicenow.com/docs/access?context=define-sec-controls-aw&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US). AI agents use [role masking](https://www.servicenow.com/docs/access?context=implement-aias-security-new&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US) 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](https://www.servicenow.com/docs/access?context=define-sec-controls-aia&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US). ## Considerations for running the autonomous AI Agents {#important-considerations-itsm-agentic-ai__section_bhz_3hk_xgc} 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](https://www.servicenow.com/docs/access?context=clone-aia-usecase&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US), 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 [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-considerations-itsm-agentic-ai__ul_cgc_ffk_h2c} ## Standalone AI agents {#important-considerations-itsm-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](https://www.servicenow.com/docs/access?context=find-ai-agents&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).