--- 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 --- # Agentic AI for the Operational Technology Manager # Agentic AI for the Operational Technology Manager {#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 Agentic AI for the Operational Technology Manager The Operational Technology (OT) Manager Foundation AI agent enables autonomous task completion within agentic workflows, specifically designed to support OT management activities. This AI-driven automation enhances efficiency by handling data import, validation, and integration tasks related to OT device management. Show full answer Show less ## Key Features * **Agentic Workflows:** Structured workflows that allow AI agents to perform tasks such as importing OT device spreadsheets into the OT Configuration Management Database (CMDB). * **Import OT Device Spreadsheet into OT CMDB Workflow:** Automates the process of importing device inventory spreadsheets, mapping data to OT staging tables, validating records, remediating invalid entries, and importing validated data into the OT CMDB. * **Supported AI Models:** Compatible with multiple Large Language Models including Now LLM Service, Azure OpenAI, Google Gemini, and Anthropic Claude, configurable via AI Control Tower and the AI Admin Hub console. * **Security and Access Control:** Execution of AI agents and workflows is secured through Access Control Lists (ACLs), user identities, and role masking. Specific roles govern access to workflows and agents, which must be configured accordingly. * **Activation and Autonomy:** By default, agentic workflows and AI agent records are read-only. To enable autonomous operation, workflows and agents must be duplicated, activated, and assigned unique triggers for automatic invocation. Manual invocation is also possible without activating triggers. * **Standalone AI Agents:** Some AI agents may exist outside of workflows; customers can view all available agents in their instance to understand their options. ## Practical Considerations for ServiceNow Customers * Ensure AI agents and workflows are properly activated and triggers configured to enable autonomous operations. * Review and assign appropriate security roles to control user access to agentic workflows and AI agents effectively. * Utilize supported Large Language Models by configuring preferences in AI Control Tower and AI Admin Hub for optimal AI performance. * Leverage the Import OT device spreadsheet workflow to streamline OT device data management, reducing manual effort and improving data accuracy within the OT CMDB. ## Expected Outcomes By implementing the Agentic AI for the OT Manager, customers can expect increased automation in OT device data onboarding processes, enhanced data validation, and improved security control over AI-driven operations. This results in more efficient OT asset management and a streamlined configuration management process, supporting operational excellence in their technology environment. The Operational Technology (OT) Manager Foundation AI agent operates within agentic workflows to complete tasks autonomously. {#now-assist-for-otm-use-cases__table_ofm_rf1_l2c__entry__3} | Agentic workflow name | Description | Available AI agents | |-|-|-| | Import OT device spreadsheet into OT CMDB | With the Import OT device spreadsheet into OT CMDB agentic workflow, you can do the following: * Import the device inventory spreadsheet and map data to the OT staging table * Validate OT staging table records, remediate invalid records, and import all validated records into the Configuration Management Database (CMDB) {#now-assist-for-otm-use-cases__ul_jt4_klp_ghc} | OT Excel import task AI agent | [Table 1. Available agentic workflows for OTM AI agent collection] {#now-assist-for-otm-use-cases__table_ofm_rf1_l2c} Important: Some generative AI skills, AI agents, and agentic workflows are turned on by default. For more information, see [AI agents, skills, and agentic workflows on by default](https://www.servicenow.com/docs/access?context=now-assist-skills-on-by-default&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US). ## Supported Large Language Models {#now-assist-for-otm-use-cases__section_kdz_q4r_jhc} 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). ## Security implementation considerations {#now-assist-for-otm-use-cases__section_hts_r4r_jhc} Enable security implementation to execute AI agents and agentic workflows through Access Control Lists (ACLs) and user identities. 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). ## Considerations for running the autonomous AI agents {#now-assist-for-otm-use-cases__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. {#now-assist-for-otm-use-cases__ul_cgc_ffk_h2c} ## Standalone AI agents {#now-assist-for-otm-use-cases__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). ## Role masking {#now-assist-for-otm-use-cases__section_nc3_zcm_khc} 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). * **[Import the OT device spreadsheet into OT CMDB agentic workflow](https://www.servicenow.com/docs/bTTc8Wqe7Eskz014hl~vNA)** The Import OT device spreadsheet into OT CMDB agentic workflow automates the upload, validation, and import of OT device data into the OT CMDB.