--- sourceDocument: Brazil IT Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/it-service-management Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil IT Service Management ft:clusterId : - itsm bundleId : - itsm workflow : - Technology --- # Important considerations # Important considerations for using ServiceNow Otto for IT Service Management (ITSM) agentic AI {#ariaid-title1} Release version: Brazil Updated September 10, 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 Important considerations for using ServiceNow Otto for IT Service Management (ITSM) agentic AI ServiceNow Otto enables IT Service Management (ITSM) teams to automate tasks autonomously using AI agents within agentic workflows. This capability leverages large language models (LLMs) to perform complex ITSM functions, enhancing efficiency and reducing manual effort. Show full answer Show less ## Supported AI Models and Configuration ServiceNow supports multiple LLM providers including Now LLM Service, Azure OpenAI, Google Gemini, and Anthropic Claude on AWS for generative AI skills and AI agents. Customers configure available options through the AI Control Tower and set skill-level preferences in the AI Admin Hub console. This flexibility allows tailoring AI behavior to organizational needs. ## Security and Access Control * AI agents and agentic workflows execute actions securely using Access Control Lists (ACLs) and user identities, with a "Run As" capability to act as dynamic or AI users. * Role masking controls user access to AI agents and workflows. Agents installed with applications come with predefined roles that must be included in security controls if restricting access to users with specific roles. * Security configurations for both agentic workflows and AI agents must be properly defined to ensure authorized use, with guidance available on configuring these controls. ## Running Autonomous AI Agents * By default, agent workflows and AI agent records are read-only and cannot run autonomously. * To enable autonomous operation, duplicate the agentic workflow, then activate the workflow, all included agents, and the unique trigger for automatic invocation. * If manual invocation is preferred, activating the trigger is not required. * Azure OpenAI is recommended as the LLM for ITSM agentic workflows for optimal performance. ## Additional Notes * Standalone AI agents may exist outside of agentic workflows; customers can review and manage all available AI agents through the platform. Use the IT Service Management AI agents within an agentic workflow to complete tasks autonomously. ## Supported Large Language Models {#important-considerations-itsm-agentic-ai__section_pwb_fhk_xgc} Note: * You can use Now LLM Service, Azure OpenAI, Google Gemini or Anthropic Claude on AWS 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=brazil&pubname=brazil-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=brazil&pubname=brazil-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=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US). * For the Now LLM Service updates, see [Model provider updates](https://www.servicenow.com/docs/access?context=now-llm-model-updates&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US). {#important-considerations-itsm-agentic-ai__ul_mkc_txv_dhc} ## Security implementation considerations {#important-considerations-itsm-agentic-ai__section_tcr_ghk_xgc} Enable security implementation to execute AI agents and agentic workflows through Access Control Lists (ACLs) and user identities. ACLs provide the Run As capability to let agents and agentic workflows execute actions either as a dynamic user or as an AI user. For more information, see [Implement access control in AI agents](https://www.servicenow.com/docs/access?context=aia-security-implementation&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US) Agentic workflows and their AI agents use [role masking](https://www.servicenow.com/docs/access?context=aia-role-masking&version=brazil&pubname=brazil-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=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US). AI agents use [role masking](https://www.servicenow.com/docs/access?context=aia-role-masking&version=brazil&pubname=brazil-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 AI agent](https://www.servicenow.com/docs/access?context=define-sec-controls-aia&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US). ## Considerations for running the autonomous AI Agents {#important-considerations-itsm-agentic-ai__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=brazil&pubname=brazil-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. * Azure OpenAI is recommended for ITSM agentic workflows. For information on Large Language Models (LLMs) for AI agents and agentic workflows, see [Large language models on the ServiceNow AI Platform](https://www.servicenow.com/docs/access?context=exploring-large-language-models&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US). {#important-considerations-itsm-agentic-ai__ul_cgc_ffk_h2c} ## Standalone AI agents {#important-considerations-itsm-agentic-ai__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=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US).