Configure ServiceNow Otto for IT Service Management (ITSM)

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • If you have the admin role, you can configure the ServiceNow Otto for IT Service Management (ITSM) application so that agents can use the generative AI capabilities in Service Operations Workspace for ITSM and in Core UI.

    Before you begin

    Role required: admin

    About this task

    Use the ServiceNow Otto Admin console to configure ServiceNow Otto for IT Service Management (ITSM). This console contains everything that you need to install the plugins and configure the generative AI skills. For additional information, see Overview tab in Now Assist Admin. For the list of all skills supported in ServiceNow Otto for IT Service Management (ITSM), see Using ServiceNow Otto for IT Service Management (ITSM) Generative AI skills.

    Domain separation is supported in ServiceNow Otto for IT Service Management (ITSM). For details, see Domain separation in the Now Assist Admin console.

    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.

    Procedure

    1. Install the ServiceNow Otto for IT Service Management (ITSM) (sn_itsm_gen_ai).
    2. Navigate to Admin > AI Admin Hub.
    3. Select the AI Skills tab.
    4. Activate and configure the skills for the ServiceNow Otto for ITSM features.
      These features are grouped under the Technology workflow group. Each feature has its associated skills.
    5. On the tile for your skill, select Activate skill.
    6. Select the inputs or triggers for the selected skill.

      For information about the inputs and triggers for each skill, see Skill inputs and triggers for ServiceNow Otto for IT Service Management (ITSM).

      Figure 1. Example Define trigger screen for the Chat summarization skill
      Example Define trigger screen for the Chat summarization skill.
    7. After you've configured the inputs or triggers for the selected skill, select Save and continue to go to the next step.
      You can return to a previous step by using the Back button.
    8. Select where you'd like to display the skill.
    9. After you've configured the display for the selected skill, select Save and continue to go to the next step.
    10. Review your choices and select Activate to complete the configuration.
      Your skill is configured.