--- sourceDocument: Australia Field Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/field-service-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia Field Service Management ft:clusterId : - fsm bundleId : - fsm workflow : - Customer and Industry --- # Use agentic AI in FSM # Using agentic AI in ServiceNow Otto for Field Service Management (FSM) {#ariaid-title1} * Release version: Australia * * Updated March 27, 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 Using agentic AI in ServiceNow Otto for Field Service Management (FSM) ServiceNow Otto integrates agentic AI capabilities to enhance Field Service Management (FSM) by automating work order creation, parts management, and scheduling tasks. These AI agents are accessible both on the ServiceNow platform and the ServiceNow Agent mobile application, streamlining field service operations through conversational AI and intelligent automation. Show full answer Show less ## Key Features * **Create work order:** Enables creation of work orders via text or image inputs, improving efficiency in initiating service tasks. * **Parts Manager:** Monitors and validates parts usage during work order task closures, automatically updating inventory based on analysis of activity notes. * **FSM Scheduling:** Assists workforce managers in creating and managing technician shifts, including assigning technicians, setting up recurring shifts, and sending reminders to technicians who have not responded. ## Implementation and Configuration To enable these AI agents, customers must install and set up the ServiceNow Otto AI Agents on their instances. The AI models supporting these agents can be provided by Now LLM Service, Azure OpenAI, Google Gemini, or Anthropic Claude on AWS. Configuration is managed through AI Control Tower and AI Admin Hub, where administrators define available options and skill-level preferences. Security is enforced via Access Control Lists (ACLs) and user identity verification to ensure proper execution of AI agents and workflows. Agentic workflows and AI agent records are read-only by default and use role masking for access control. Customers must configure security roles appropriately if restricting user access by roles. ## Practical Considerations * Feature access depends on licensing tiers; customers should verify their entitlements under ServiceNow product tiers. * Some AI agents may be installed but not actively used in agentic workflows; customers can view all available AI agents on their instance. ## Benefits for ServiceNow Customers By leveraging agentic AI in FSM, customers can expect streamlined field service operations with faster work order processing, improved parts tracking accuracy, and efficient workforce scheduling. These capabilities reduce manual effort, enhance technician productivity, and improve overall service delivery. Use the AI agent collection for Field Service Management to create work orders and manage parts on the platform or the ServiceNow Agent application. 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). {#fsm-ai-agent-use-cases__table_xt1_lth_l2c__entry__2} | AI agents | Description | |-|-| | Create work order | Creates a work order using text or an image. The AI agent can be accessed on the platform or on the ServiceNow Agent mobile application. | | Parts Manager | Tracks and validates parts usage when closing work order tasks. The AI agent analyzes activity notes to update parts statuses and automatically adjusts inventory. The AI agent can be accessed on the platform or on the ServiceNow Agent mobile application. | | FSM Scheduling | Creates and manages shifts for Field Service technicians. Workforce managers use conversational AI to assign technicians to shifts, create recurring morning and evening shifts, and send reminders to technicians who haven't responded to the shift. The AI agent can be accessed on the platform or on the ServiceNow Agent mobile application. | [Table 1. Available AI agents for Field Service Management] {#fsm-ai-agent-use-cases__table_xt1_lth_l2c} To install and set up AI agents on your instance, see [Install ServiceNow Otto AI Agents](https://www.servicenow.com/docs/access?context=install-ai-agents-plugins&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US) and [Set up AI agents](https://www.servicenow.com/docs/access?context=set-up-na-aia&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US). 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=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). 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). Important: By default, all agentic workflows and AI agent records are read only. Agentic workflows and their AI agents use [role masking](https://www.servicenow.com/docs/access?context=aia-role-masking&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). 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).