--- 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 --- # Supporting information # Supporting information for 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 Supporting information for ServiceNow Otto for IT Service Management (ITSM) The ServiceNow Otto for IT Service Management (ITSM) application enhances ITSM workflows with AI-powered skills and agentic workflows. It supports Core UI starting from Vancouver Patch 2 and Service Operations Workspace for ITSM starting from version 6.0.0. Customers can leverage advanced large language models (LLMs) integrated on the ServiceNow AI Platform® to improve various ITSM tasks. Show full answer Show less ## Key Features * **Supported AI Models:** Customers can choose from multiple LLM providers including Now LLM Service, Azure OpenAI, Google Gemini, and Anthropic Claude. The platform hosts these models with enterprise-grade data protections. The latest Gemma 4 model will be available from the September 2026 release, with older models supported only for existing configurations. * **Role Masking:** Role masking restricts user access within agentic workflows, AI agents, and skills to only the permissions necessary for their task. This is layered on top of Access Control Lists (ACLs), enhancing security by ensuring users access only data pertinent to their active role. * **Access Control in AI Skills:** When executing ITSM skills (e.g., incident summarization), ACLs filter data retrieval based on user roles, and role masking further tailors the output generated by LLMs to enforce secure, granular access. * **Supported User Interfaces:** The Otto for ITSM skills are available in Service Operations Workspace for ITSM and Core UI. Notable features include incident summarization, resolution notes generation, knowledge article generation, sidebar discussion summarization, change request summarization and risk explanation, incident assist, email reply recommendations, and major incident management email recommendations. * **Next Experience Requirement:** To use the Otto panel, the Next Experience must be enabled. ## Practical Benefits for ServiceNow Customers * Leverage cutting-edge AI models to automate and enhance ITSM processes such as incident summarization and knowledge generation. * Ensure strict data security and compliance by using role masking combined with ACLs, providing users only the access they need. * Activate and manage AI skill preferences and model providers centrally via AI Control Tower and AI Admin Hub for tailored AI adoption. * Access AI-powered skills seamlessly within familiar ServiceNow interfaces, improving productivity without disrupting existing workflows. Get a quick overview of the important information that is related to the ServiceNow Otto for IT Service Management (ITSM) application. ## Supported versions {#supporting-information-now-assist-itsm__section_uhv_5fg_qyb} * For Core UI: Starting with Vancouver Patch 2 * For Service Operations Workspace for ITSM: Starting with version 6.0.0 {#supporting-information-now-assist-itsm__ul_mxd_drb_wyb} ## Supported language models for all ServiceNow Otto for ITSM skills and AI agents {#supporting-information-now-assist-itsm__section_wgg_qs3_qfc} Important: [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) : Starting with the September 2026 release, Gemma 4 joins our growing portfolio of open-weight models available through Now LLM Service. The latest industry advancements are available alongside sovereignty-focused options. All models are hosted and governed by ServiceNow with the same infrastructure and data protections. Older models will remain available for existing published AI skills, agents, and agentic workflows, but will no longer be available for new development or configuration. For details, see the [KB3066214: ServiceNow Otto Model Upgrades](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB3066214) article in the Now Support Knowledge Base. 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). ## Role masking for ServiceNow Otto for ITSM agentic workflows, AI agents, and skills {#supporting-information-now-assist-itsm__section_u1b_wv5_dhc} Mask roles to restrict user access to agentic workflows, standalone AI Agents, and skills. This ensures that users receive only the necessary permissions for their tasks to enhance security and reduce the risk of unauthorized access. How Role Masking Works Consider a scenario where a user is given roles A, B, and C and each role can access only a specific set of data. Using Access Control Lists (ACLs), the user can access any data or functions that roles A, B, and C could access. When role masking is applied, the user can only access data specific to that role. Role masking considerations for the ServiceNow Otto for ITSM skills When an ITSM skill is executed, access to its features is initially governed by ACL permissions. This ensures that users can only access the data and functions for which they are authorized. If the skill uses a Large Language Model (LLM) to perform its function, an additional layer of access control, which is role masking, is applied to the output generated by the LLM. Consider a user who has been assigned multiple roles: A, B, and C, each with distinct access privileges. If this user is logged in as role A, activates the Incident summarization skill, and selects Summarize, the process is executed in two key steps: 1. Data Retrieval ACL permissions associated with role A are used to fetch the relevant data from the incident table. This ensures that the user can only access data that they are authorized to view. 2. Data Summarization After the data is retrieved, an LLM is used for the incident summarization. Role masking is applied to the summarization output based on the access defined for role A and the summarized output is tailored based on the access privileges defined by role masking for role A. {#supporting-information-now-assist-itsm__ol_frd_pmn_3hc} By applying both ACL permissions and role masking, the system ensures a secure and granular access control mechanism for ITSM skills, protecting sensitive information while providing users with the insights they need to perform their tasks effectively. For information on role masking, see . ## Supported user interfaces {#supporting-information-now-assist-itsm__section_jps_4gs_dyb} The ServiceNow Otto for ITSM application includes the skills that are listed in the following table. Note: Next Experience must be enabled to use the Otto panel. For more information, see [Considerations for activating Next Experience](https://www.servicenow.com/docs/access?context=next-experience-adoption-paths&version=australia&pubname=australia-platform-user-interface&ft:locale=en-US). {#supporting-information-now-assist-itsm__table_rnv_mfg_qyb__entry__2} | Interface | Features | |-|-| | Service Operations Workspace for ITSM | * Incident summarization * Resolution notes generation * Chat summarization * Otto panel * Knowledge article generation * Sidebar discussion summarization * Change request summarization * Chat reply recommendation * Change request risk explanation * Incident assist * Email reply recommendation * Major Incident Management email content recommendation {#supporting-information-now-assist-itsm__ul_hpg_rfg_qyb} | | Core UI | * Incident summarization * Resolution notes generation * Otto panel * Knowledge article generation * Sidebar discussion summarization * Change request summarization * Change request risk explanation * Incident assist * Email reply recommendation {#supporting-information-now-assist-itsm__ul_mhb_tfg_qyb} | [Table 1. ServiceNow Otto for ITSM supported interfaces] {#supporting-information-now-assist-itsm__table_rnv_mfg_qyb}