--- sourceDocument: Australia Operational Technology Management sourceDocumentLink: https://www.servicenow.com/docs/r/australia/operational-technology Release : - australia ft:locale : - en-US ft:publication_title : - Australia Operational Technology Management ft:clusterId : - optm bundleId : - optm workflow : - Technology --- # ServiceNow Otto for OT Service Management # ServiceNow Otto for Operational Technology (OT) Service Management {#ariaid-title1} Release version: Australia Updated July 23, 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 Operational Technology (OT) Service Management ServiceNow Otto for Operational Technology (OT) Service Management enables customers to summarize OT incident information and automatically generate incident resolution notes. This helps users understand the context of incidents more quickly, facilitating faster and more effective resolution. Show full answer Show less The application incorporates advanced AI capabilities available through the ServiceNow AI Platform, which offers three licensing tiers---Foundation, Advanced, and Prime---each providing progressively greater AI functionalities from basic insights to autonomous action and custom AI asset creation. ## Key Features * **Incident Summarization and Resolution Notes:** Automatically condenses OT incident data to improve situational awareness and accelerate issue resolution. * **AI Integration:** Utilizes generative AI skills and agentic workflows to enhance operational workflows within OT service management. * **Licensing and Availability:** Features and AI capabilities vary by license tier and geographic or regulatory environment. Some AI features are restricted in specific regions or regulated markets, and some model providers may be unavailable for certain customer segments. ## Important Considerations * **Deprecation Notice:** The previous Now Assist for OT Service Management is being phased out starting with the Australia release; it will no longer be installed on new instances but remains supported for existing customers. * **AI Limitations and Responsibilities:** As AI outputs may not always be accurate or suitable, customers must test and evaluate AI-generated content carefully. Human oversight is essential, especially in critical domains such as healthcare, finance, security, and infrastructure. * **Data Processing and Privacy:** Customer data is transferred to centralized ServiceNow environments and may involve third-party cloud providers. Data handling follows ServiceNow's internal policies and compliance standards. * **Data Collection and Opt-Out:** ServiceNow collects input and output data from AI usage to improve its technologies. Customers have the option to opt out of future data collection if desired. ## What Customers Can Expect By leveraging ServiceNow Otto for OT Service Management, customers gain enhanced operational efficiency through AI-powered incident analysis and resolution assistance. This reduces manual effort and accelerates incident handling in OT environments while maintaining compliance with data and AI usage policies. Customers should review licensing terms, regional availability, and AI limitations to maximize value and ensure responsible use. Use the ServiceNow Otto for Operational Technology (OT) Service Management application to summarize the Operational Technology (OT) incident information and generate incident resolution notes. You can enable your users to understand the context so that they can implement quicker resolutions. ## Get started {#now-assist-for-operational-technology-service-management__section_tvx_1mb_zjc} 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). ## Get started with AI {#now-assist-for-operational-technology-service-management__section_uvx_1mb_zjc} Starting with the Australia release, Now Assist for Operational Technology Service Management (OTSM) is being prepared for future deprecation. It will be hidden and no longer installed on new instances but will continue to be supported. For details, see the [Deprecation Process \[KB0867184\]](https://support.servicenow.com/kb_view.do?sysparm_article=KB0867184) article in the Now Support Knowledge Base. 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 {#now-assist-for-operational-technology-service-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). For more information about AI capabilities in Operational Technology Service Management, see [ServiceNow Otto for OTSM](https://www.servicenow.com/docs/BaeS8Nef3eQUu_Mtq5b2Iw "The ServiceNow Otto for Operational Technology (OT) Service Management application enables teams to summarize OT incident details and generate incident resolution notes to share with other users."). 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) {#now-assist-for-operational-technology-service-management__ul_osh_bmt_43c} 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-for-operational-technology-service-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.{#now-assist-for-operational-technology-service-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.{#now-assist-for-operational-technology-service-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. {#now-assist-for-operational-technology-service-management__ul_j3b_4vd_wcc} ## AI limitations {#now-assist-for-operational-technology-service-management__section_vvx_1mb_zjc} 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-for-operational-technology-service-management__p_kv2_nfg_h1c} ## Data processing {#now-assist-for-operational-technology-service-management__section_wvx_1mb_zjc} 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-for-operational-technology-service-management__p_lv2_nfg_h1c} ## Data collection {#now-assist-for-operational-technology-service-management__section_xvx_1mb_zjc} 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).{#now-assist-for-operational-technology-service-management__p_jv2_nfg_h1c} 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).{#now-assist-for-operational-technology-service-management__p_pv2_nfg_h1d}