ServiceNow Otto for Strategic Portfolio Management

  • Release version: Zurich
  • Updated July 31, 2025
  • 3 minutes to read
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    Summary of ServiceNow Otto for Strategic Portfolio Management

    ServiceNow Otto for Strategic Portfolio Management (SPM) is an AI-powered application designed to enhance the management of products, projects, and demands. It leverages generative AI capabilities to summarize feedback, create demands, generate project insights, and transform epics into stories. This tool helps product, project, and demand managers streamline their workflows using Now Assist skills and AI agents.

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    Key Features

    • AI-Powered Automation: Automatically summarizes feedback and generates actionable items like demands and project insights.
    • Generative AI Agents: Utilize Now Assist skills and agents to improve productivity and decision-making.
    • Configurable AI Model Providers: Supports multiple AI model providers including Now LLM Service, Azure OpenAI, Google Gemini, and Anthropic Claude on AWS, configurable via AI Control Tower and AI Admin Hub.
    • Data Handling and Privacy: Data may be transferred to centralized ServiceNow environments or third-party cloud providers under strict internal policies; customers have control over data collection opt-out.
    • Availability Considerations: AI features may have regional or regulatory restrictions, including limitations for customers in certain data centers or regulated markets.

    Important Considerations

    • AI outputs are generated based on patterns in data and may not always be accurate, complete, or appropriate.
    • Customers are responsible for validating AI-generated content and employing human oversight, especially in sensitive or critical areas such as healthcare, finance, or security.
    • Compliance with ServiceNow’s AI Acceptable Use Policy is mandatory.
    • Data collected from AI interactions are used to improve ServiceNow technologies, with options for customers to opt out of data collection.
    • Check for the latest updates on model provider availability and AI feature access, as these can change with new releases.

    Getting Started and Support

    • Configuration guides and documentation are available to help set up and use the AI capabilities effectively.
    • Customers can access troubleshooting resources, known error articles, and ServiceNow Customer Service and Support for assistance.

    The ServiceNow Otto for Strategic Portfolio Management application provides AI-powered capabilities that summarize feedback, create demands, generate project insights, and generate stories from epics. Product, project, and demand managers can use Now Assist skills and agents to streamline their workflows.

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    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 article in the Now Support Knowledge Base. Be sure to check for model provider availability updates in future releases.
    • 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 article in the Now Support Knowledge Base. Be sure to check for availability updates in future releases.
    • Some AI products/features are currently available only for customers in some regions. Be sure to check for availability updates in future releases.
    • Some AI products and skills are not available in Regulated Markets. For more information, see KB2593939: Regulated Markets AI Products/Skills Not Available. Be sure to check for availability updates in future releases.

    You can use Now LLM Service, Azure OpenAI, Google Gemini, or Anthropic Claude on AWS as the AI model provider for Now Assist skills and AI agents. Use the Configuration Controls in AI Control Tower to define which options are available, then you can set skill-level preferences in the AI Admin Hub console.

    Troubleshoot and get help

    AI limitations

    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, which may be updated by ServiceNow.

    Data processing

    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.

    Data collection

    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 task data (for Case Assist) and chat transcripts (for Chat Assist). Customers can opt out of future data collection at any time, as described in the Now Assist Opt-Out page.

    For more information, see the Now Assist documentation.