ServiceNow Otto for Operational Sustainability

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of ServiceNow Otto for Operational Sustainability

    ServiceNow Otto for Operational Sustainability is an application designed to help sustainability teams leverage generative AI capabilities to automate and streamline the collection of operational sustainability data, such as utility bill metrics, and to ensure accurate, auditable reporting at an enterprise scale. This tool enhances efficiency and reliability in sustainability data management by using AI-powered skills within the Operational Sustainability Workspace.

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    Configuration and Usage

    • Configuration: Administrators with the appropriate role can configure the application to enable users to access generative AI skills tailored for operational sustainability tasks.
    • Using AI Skills: Users assigned the snesggenai.docinteluser role can automate the extraction of sustainability metrics from utility invoices, accurately mapping this data to relevant metric definitions and entities.
    • Agentic AI: The application supports the use of AI agents, either within workflows or as standalone entities, to automate specific outcomes related to operational sustainability management.

    Data Handling and AI Considerations

    • The application processes data by transferring it from individual ServiceNow customer instances to a centralized environment, potentially across different data center regions or third-party cloud providers such as Microsoft Azure. This data handling complies with ServiceNow's internal policies and regulatory standards.
    • ServiceNow collects inputs, outputs, and edits from this application to improve AI technologies but offers customers the option to opt out of future data collection.
    • Because the application uses AI and machine learning, outputs may not always be fully accurate or appropriate. Customers are advised to implement human oversight and thoroughly test AI-generated data before using it for critical decision-making, especially in sensitive domains.
    • Users must adhere to ServiceNow’s AI Acceptable Use Policy when deploying this application.

    Support and Resources

    • ServiceNow provides community forums, knowledge bases, and customer support channels to assist with the use and troubleshooting of the application and its AI capabilities.

    Use the ServiceNow Otto for Operational Sustainability application to empower your sustainability teams with generative AI-powered capabilities to automate and streamline data collection, and confirm accurate, auditable reporting at enterprise scale.

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    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 incident data (for Incident Assist and Knowledge 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.