---
sourceDocument: Brazil IT Operations Management
sourceDocumentLink: https://www.servicenow.com/docs/r/it-operations-management

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil IT Operations Management

ft:clusterId :

    - itom

bundleId :

    - itom

workflow :

    - Technology


---

# AI in ITOM

# AI in IT Operations Management {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 5 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 AI in IT Operations Management

AI in IT Operations Management (ITOM) leverages generative AI and agentic workflows to enhance operational efficiency by assisting in alert triage, incident investigation, service mapping automation, infrastructure diagnosis, and resolution artifact generation.
ServiceNow offers three AI licensing tiers---Foundation, Advanced, and Prime---each providing progressively comprehensive AI capabilities tailored to varying customer needs.
Show full answer Show less  

## Key Features

* **AI Licensing Tiers:**
  * **Foundation:** Core AI insights.
  * **Advanced:** Productivity enhancements across relevant ITOM use cases.
  * **Prime:** Autonomous AI operation and custom AI asset creation.
* **AI Capabilities Across ITOM Products:** Features span Discovery, Service Mapping, Firewall Audits, Certificate Management, LEAP, and AIOps, with detailed AI integrations for observability, SLO management, monitoring, and more.
* **Generative AI and Agentic Workflows:** Some skills and AI agents are enabled by default, facilitating immediate AI-driven automation and insights.
* **AI Model Providers:** Supports Now LLM Service, Azure OpenAI, Google Gemini, and Anthropic Claude on AWS, configurable via AI Control Tower and AI Admin Hub. Availability varies by region and compliance requirements.
* **Security and Access Control:** AI agents and workflows operate with Access Control Lists (ACLs) and user identity management, configurable through AI Agent Studio to ensure secure AI operations.
* **Domain Separation:** AI skills respect domain boundaries, restricting data access per user domain without co-mingling data. Data remains on the instance, and generative AI services do not persist prompts or responses.
* **Data Processing and Privacy:** Customer data is transferred to centralized ServiceNow environments or third-party cloud providers under strict internal policies. Customers have the option to opt out of data collection used for AI model improvement.

## Key Considerations

* **AI Limitations:** AI outputs may not always be accurate or appropriate. Customers are responsible for validating AI results, applying human oversight, and avoiding sole reliance on AI for critical decision-making, especially in sensitive industries.
* **Compliance and Availability:** Some AI features are not available in regulated markets, certain geographic regions, or specific deployment environments such as FedRAMP or IRAP-Protected data centers.
* **Installed AI Agents:** Instances may include AI agents not integrated into workflows; customers can review available agents to optimize usage.
* **Support Resources:** ServiceNow provides community forums, a Known Error Portal, and Customer Service and Support for troubleshooting AI-related issues.  
AI features across IT Operations Management help operators triage alerts, investigate incidents, automate service mapping, diagnose infrastructure, and generate resolution artifacts using generative AI and agentic workflows.  
The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:

* Foundation: AI basics to deliver insights
* Advanced: AI to boost productivity across relevant use cases
* Prime: Act autonomously with all AI assets, and create your own

{#ai-in-it-operations-management__ul_szz_vjt_43c}For more information, see [ServiceNow product tiers](https://www.servicenow.com/docs/access?context=ai-native-sku-overview&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US).  
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=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US).  
For information about AI assets that are available on the ServiceNow AI Platform, see the following topics:

* [Generative AI skills](https://www.servicenow.com/docs/access?context=now-assist-skills&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US)
* [Agentic workflows](https://www.servicenow.com/docs/access?context=sn-aia-use-cases-list&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US)
{#ai-in-it-operations-management__ul_osh_bmt_43c}

## ITOM Visibility {#ai-in-it-operations-management__section-ai-itom-visibility}

For a summary of all AI features across ITOM Visibility, see [AI in ITOM Visibility](https://www.servicenow.com/docs/TZj2WvHzawrdYxdLa0fyaQ "AI features in ITOM Visibility help administrators automate service maps, diagnose discovery issues, manage certificates, and resolve incidents using generative AI and agentic workflows.").{#ai-in-it-operations-management__ai-in-it-operations-management-vis-para-1}

For AI features by product, see the following topics:

* [AI in Discovery](https://www.servicenow.com/docs/WJBHZ9eyI~rOT8iRAiJkNA "AI-powered features in Discovery help administrators investigate missing CI attributes, diagnose discovery errors, manage certificates, and request firewall rules using automation and generative AI.")
* [AI in Service Mapping](https://www.servicenow.com/docs/cqjy_UWpQaIfNM~SI8FC1w "AI-powered features in Service Mapping help administrators automate service map creation, connect business applications to discovered services, and query live service topology using natural language.")
* [AI in Firewall Audits and Reporting](https://www.servicenow.com/docs/xVOk~g4AkK~GN6cSWXcy5A "AI provides an agentic workflow in Firewall Audits and Reporting that helps firewall administrators request new firewall rules using natural language.")
* [AI in Certificate Inventory and Management](https://www.servicenow.com/docs/tOU752081f4tkpL79OYCRg "AI Agents for Discovery provides an AI agent in Certificate Inventory and Management that helps PKI administrators automatically renew TLS certificates through a conversational prompt.")
* [AI in LEAP](https://www.servicenow.com/docs/EkmEzUaGP9xPRlNcnpduQQ "AI-powered features in LEAP help administrators generate resolution steps, create problem records, publish knowledge base articles, build playbooks, and discover and execute Ansible automations.")
{#ai-in-it-operations-management__ul-ai-visibility-products}

## ITOM AIOps {#ai-in-it-operations-management__section-ai-itom-health}

For a summary of all AI features across ITOM AIOps, see [AI in ITOM AIOps](https://www.servicenow.com/docs/TBnrrQ086i2PM6WqGueAKQ "AI features in ITOM AIOps help operators triage alerts, investigate incidents, analyze service health, and improve service reliability using generative AI and agentic workflows.").{#ai-in-it-operations-management__ai-in-it-operations-management-health-para-1}

For AI features by product, see the following topics:

* [AI in Express List](https://www.servicenow.com/docs/nSxejX3Q3MVosO228Z0Zug "ServiceNow Otto for ITOM provides generative AI skills and agentic workflows in Express List that help operators triage alerts, investigate incidents, and respond faster.")
* [AI in Service Observability](https://www.servicenow.com/docs/F2s9eW~ltoLmqLBf0RM4vQ "Generative AI skills in Service Observability help operators analyze metric data and assess service health faster.")
* [AI in SLO Management](https://www.servicenow.com/docs/Xy9JQvI~_oAdvSxTSquEwA "AI capabilities in SLO Management help teams adopt service level objectives (SLOs) faster and monitor service performance.")
* [AI in Agent Client Collector Monitoring](https://www.servicenow.com/docs/lfBCiRQSNnnCJv7klJ7XxQ "AI provides generative AI features in Agent Client Collector Monitoring that help administrators diagnose agent errors and investigate agent behavior faster.")
{#ai-in-it-operations-management__ul-ai-health-products} 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=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US).

## AI model providers {#ai-in-it-operations-management__section_ry2_ykc_jgc}

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).  
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](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1584492) article in the Now Support Knowledge Base. Be sure to check for model provider availability updates in future releases.{#ai-in-it-operations-management__na-in-country-notice}
* 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](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0743854) article in the Now Support Knowledge Base. Be sure to check for availability updates in future releases.{#ai-in-it-operations-management__na-restricted-envs-notice}
* Some AI products/features are currently available only for customers in some regions. Be sure to check for availability updates in future releases.{#ai-in-it-operations-management__na-standalone-language-notice}
* Some AI products and skills are not available in Regulated Markets. For more information, see [KB2593939: Regulated Markets AI Products/Skills Not Available](https://support.servicenow.com/kb?id=kb_article_view&sys_kb_id=e8d7cc82475aba90b7832920326d4362). Be sure to check for availability updates in future releases.
{#ai-in-it-operations-management__ul_j3b_4vd_wcc}

## Installed agents {#ai-in-it-operations-management__section_pgq_zkc_jgc}

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).

## Security {#ai-in-it-operations-management__section_tdp_jrc_jgc}

Enable security settings to run AI agents and agentic workflows using Access Control Lists (ACLs) and user identities. You can configure and manage the ACLs in AI Agent Studio. 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) for more information.

## Dependencies {#ai-in-it-operations-management__section_dfg_ff2_vjc}

For a list of plugin dependencies, see [Applications installed with ServiceNow Otto for ITOM](https://www.servicenow.com/docs/lEslUmFgKsIuf3wsRDePEA "Table that lists applications installed with the ServiceNow Otto for IT Operations Management (ITOM) application. When you update your application, any newly required application dependencies are installed.").

## Domain separation and generative AI {#ai-in-it-operations-management__section_dsd_d5r_jhc}

By default, all skills exist in the global domain. When you use AI in a domain-separated environment, users are only able to access data in their domain. For example, if a user uses the
summarization skill, AI only uses material that exists in the user's domain when generating that summary. Additionally, there is no co-mingling of data for domain-separated instances when using generative AI skills. The data resides
only on the instance, and the shared services used for generative AI do not persist any requests (prompts) and responses. For more information, see [Domain separation in the AI Admin Hub console](https://www.servicenow.com/docs/access?context=domain-separation-in-the-now-assist-admin-console&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US). (Note that global domain is not the same as global scope. For more information, see [Exploring Next Experience pickers](https://www.servicenow.com/docs/access?context=next-experience-pickers&version=brazil&pubname=brazil-platform-user-interface&ft:locale=en-US).)

## Data processing {#ai-in-it-operations-management__section_hfg_ff2_vjc}

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](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0564067).{#ai-in-it-operations-management__p_lv2_nfg_h1c}

## Data collection {#ai-in-it-operations-management__section_ifg_ff2_vjc}

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. Customers can opt out of future data collection at any time, as described in the [AI Opt-Out page](https://www.servicenow.com/docs/access?context=opt-out-of-data-sharing-for-now-assist&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US).{#ai-in-it-operations-management__p_jv2_nfg_h1c}

## AI limitations {#ai-in-it-operations-management__section_gfg_ff2_vjc}

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](https://www.servicenow.com/ai-acceptable-use-policy.html), which may be updated by ServiceNow.{#ai-in-it-operations-management__p_kv2_nfg_h1c}

## Troubleshoot and get help {#ai-in-it-operations-management__section_efg_ff2_vjc}

* [ServiceNow Community on AI and Intelligence](https://www.servicenow.com/community/ai-intelligence-articles/tkb-p/ai-platform-kb)
* [Search the Known Error Portal for known error articles](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0597477)
* [Contact Customer Service and Support](https://support.servicenow.com/now?draw=case)
{#ai-in-it-operations-management__ul_ffg_ff2_vjc}