--- 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 --- # ServiceNow Otto for IT Service Management (ITSM) # 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) 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 IT Service Management (ITSM) ServiceNow Otto for IT Service Management (ITSM) is an AI-powered application designed to enhance ITSM processes by summarizing incident information, generating resolution notes, and summarizing chat interactions. It helps agents quickly understand the context of incidents and chats to propose faster resolutions to requesters, improving overall efficiency in IT service delivery. Show full answer Show less ## Key Features * **Incident Summarization:** Automatically summarizes key incident details to give agents a clear and concise overview. * **Resolution Note Generation:** Creates draft resolution notes to streamline incident closure processes. * **Chat Summarization:** Summarizes chat conversations to provide agents with context, enabling quicker and more informed responses. * **Generative AI Capabilities:** Utilizes advanced AI to assist with ITSM tasks, including autonomous task completion through Agentic AI. * **Configuration Flexibility:** Allows customization and setup tailored to organizational ITSM workflows. ## Important Considerations * Some AI model providers and features might be restricted or unavailable based on customer region, data center environments (e.g., FedRAMP, NSC DOD IL5, Australia IRAP-Protected), or regulatory constraints. * ServiceNow continuously updates AI model availability; customers should monitor release notes and knowledge base articles for changes. * AI-generated outputs may not always be accurate or complete. Customers must validate outputs, exercise human oversight, and avoid sole reliance on AI for critical decisions, especially in sensitive domains like healthcare, finance, or security. * Use of the application requires agreement with ServiceNow's AI Acceptable Use Policy, subject to periodic updates. ## Data Processing and Privacy * Data from customer instances is transferred to a centralized ServiceNow environment, which may be located in different regions or third-party cloud providers such as Microsoft Azure. * Data handling complies with ServiceNow's internal policies and CORE Compliance Portal standards. * ServiceNow collects inputs, outputs, and edits from the application to improve AI models and products, including incident data and chat transcripts. * Customers have the option to opt out of future data collection to maintain data privacy. ## Support and Troubleshooting * Customers can access support through the ServiceNow Community on AI and Intelligence and search the Known Error Portal for issues. * For direct assistance, customers should contact ServiceNow Customer Service and Support. Use the ServiceNow Otto for IT Service Management (ITSM) application to summarize the incident information, generate incident resolution notes, and summarize the chat for an interaction. You can enable your agents to understand the chat and incident context so that they can propose quicker resolutions to your requesters. ## Get started {#now-assist-itsm__section_hht_hgl_5yb} |-|-|-| | [ExploreLearn more about ServiceNow Otto for ITSM](https://www.servicenow.com/docs/PRIythxagGcuDVufUsHy5Q "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.") | [ConfigureConfigure the ServiceNow Otto for ITSM application to get started](https://www.servicenow.com/docs/GR1X4SMNtPI95v7IPJzJ0Q "If you have the admin role, you can configure the ServiceNow Otto for IT Service Management (ITSM) application so that agents can use the generative AI capabilities in Service Operations Workspace for ITSM and in Core UI.") | [Use ITSM generative AIUse generative AI capabilities offered by ServiceNow Otto for ITSM](https://www.servicenow.com/docs/VIvLPX8pFgs5bFApV0nYnw "If you have the itil role, you can summarize the chat interactions with a requester, summarize an incident, and generate resolution notes by using the ServiceNow Otto for IT Service Management (ITSM) application. You can also understand the chat and incident context and propose resolutions more quickly to the requester.") | | | [Use Agentic AI in ServiceNow Otto for ITSMUse the ServiceNow Otto for ITSM for ITSM IT Service Management AI agents to complete tasks autonomously.](https://www.servicenow.com/docs/4Jk8WQleWG1oyOhFHHAkZw "Use the IT Service Management AI agents within an agentic workflow to complete tasks autonomously.") | | [ ] {#now-assist-itsm__table_iht_hgl_5yb} 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-itsm__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-itsm__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-itsm__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-itsm__ul_j3b_4vd_wcc} ## Troubleshoot and get help {#now-assist-itsm__section_nht_hgl_5yb} * [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) {#now-assist-itsm__ul_oht_hgl_5yb} ## AI limitations {#now-assist-itsm__section_w4v_wxm_xyb} 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-itsm__p_kv2_nfg_h1c} ## Data processing {#now-assist-itsm__section_x4v_wxm_xyb} 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-itsm__p_lv2_nfg_h1c} ## Data collection {#now-assist-itsm__section_y4v_wxm_xyb} 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 incident data (for Incident Assist and Knowledge 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).