---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Use generative AI skills

# Using ServiceNow Otto for IT Service Management (ITSM) Generative AI skills {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 minutes to read

If you have the itil role, you can summarize the chat interactions with a requester, summarize an incident, and generate resolution notes by using the ServiceNow Otto for IT Service Management (ITSM) application. You can also understand the chat and incident context and propose resolutions more quickly to the requester.  
Note:  
* If you want a subset of users with itil role to access the ServiceNow Otto for IT Service Management (ITSM) skills, you can create a role or a group for those users. For more information, see [Create a new role or a group to access Now Assist skills](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2078019).
* Some of the Now Assist for ITSM skills are now turned on by default. The skill will be automatically available to appropriate role users for the application.  
  When new customers install a Now Assist product, designated skills are turned on automatically.  
  Note:  
  For existing users who upgrade, there will be no change to the skill activation.

  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=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).
* 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=australia&pubname=australia-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=australia&pubname=australia-platform-user-interface&ft:locale=en-US).)

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| Skill Name | Description | Link |
|-|-|-|
| Chat summarization | Summarizes the Virtual Agent chat conversation between a live agent and a requester in Service Operations Workspace for ITSM. | [Summarize a chat conversation](https://www.servicenow.com/docs/SPcmWsw_6XxIu~DVyUKleA "Summarize the Virtual Agent chat conversation between a live agent and a requester in Service Operations Workspace for ITSM. You can generate the summary by using the chat summarization skill in ServiceNow Otto for IT Service Management (ITSM).") |
| Sidebar discussion summarization | Generates summaries of Sidebar chat discussions between agents, requesters, and subject matter experts. | [Summarize a sidebar discussion](https://www.servicenow.com/docs/Q~IksbxbvA3GFVXZmG_seQ "Generate a summary of Sidebar discussions between agents, requesters, and subject matter experts by using the Sidebar discussion summarization skill in the ServiceNow Otto for IT Service Management (ITSM) application.") |
| Incident summarization | Generates summaries of incident details to quickly understand the incident context and respond to a requester's inquiries. | [Summarize an incident by using ServiceNow Otto for IT Service Management (ITSM)](https://www.servicenow.com/docs/PKvLwp8i0VXnszt82Grm6w "Quickly understand the incident context and respond to a requester’s inquiries by using the incident summarization skill in the ServiceNow Otto for IT Service Management (ITSM) application.")[Summarize an incident](https://www.servicenow.com/docs/PKvLwp8i0VXnszt82Grm6w "Quickly understand the incident context and respond to a requester’s inquiries by using the incident summarization skill in the ServiceNow Otto for IT Service Management (ITSM) application.") |
| Incident reassignment summarization | Provides information about the incident when assigning it to another agent or assignment group by summarizing all actions until hand off. | [Summarize an incident on reassignment](https://www.servicenow.com/docs/igbZ8FGCqv1q_hGb6iG_fA "Provide information about the incident when assigning it to another agent or assignment group by summarizing all actions until hand off. For example, an agent can summarize an incident when reassigning it to another agent if the incident is incorrectly assigned or needs troubleshooting by another agent or assignment group.") |
| Change request summarization | Quickly captures the important details of a change request including the current status. | [Summarize a change request](https://www.servicenow.com/docs/lEiz4coSewjgeuabXzZdSg "Quickly capture the important details of a change request, including the current status, by using the change request summarization skill in the ServiceNow Otto for IT Service Management (ITSM) application.") |
| Change request risk explanation | Explains the risk assessment of a change request to help agents understand potential impacts. | [Explain a change request risk](https://www.servicenow.com/docs/qCO_4jfSU1JwbgjB0uMsMw "Quickly generate the explanation of the calculated risk rating for a change request by using the change request risk explanation skill in the ServiceNow Otto for IT Service Management (ITSM) application.") |
| Resolution notes generation | Automatically generates the resolution notes for an incident on demand using the ServiceNow Otto context menu (NACM). | [Generate the resolution notes](https://www.servicenow.com/docs/g5PbcK~dTLk2BTYxKALtRg "Automatically generate the resolution notes for an incident on demand using the ServiceNow Otto context menu. You can improve the quality of the resolution notes by providing a summary of the root cause and the steps taken to resolve the issue. Generating resolution notes lets you provide information about the incident resolution to other agents who might encounter similar issues.") |
| Knowledge article generation | Creates knowledge articles from incidents to help deflect future similar issues. | [Generate a knowledge article](https://www.servicenow.com/docs/J0OolvTtsI19oxl4T8cSNQ "As an agent or knowledge writer, quickly generate knowledge articles from resolved and closed incidents within the Service Operations Workspace for ITSM application and classic environment by using the ServiceNow Otto application.") |
| Chat reply recommendation | Generates a reply based on the context of the chat conversation using the ServiceNow Otto icon. | [Generate a chat reply recommendation](https://www.servicenow.com/docs/_hj_SNKoR6gic~lwf2g_mg "Generate a reply based on the context of the chat conversation using the Now Assist icon. Chat reply recommendations provide agents with quick replies to common questions.") |
| Email response generation | Generate an email as a recommendation based on the context of the incident using the ServiceNow Otto icon. | [Generate an email response](https://www.servicenow.com/docs/QuL59GWcz6~magBCR3bKzQ "Generate an email as a recommendation based on the context of the incident using the ServiceNow Otto icon. Email responses can help agents save time and learn efficient ways to respond to requesters.") |
| Major Incident email recommendation | Creates a draft version of an email to communicate with stakeholders on a major incident using an email template. | [Generate a Major Incident email recommendation](https://www.servicenow.com/docs/bfUW1vSkczNWcjypTHvIAQ "Create a draft version of an email to communicate with stakeholders on a major incident using an email template. You can complete field values in the template using an AI-generated response. Use different GenAI variables in the template types for efficient communication with the requesters.") |
| Incident Q\&A | Allows agents to obtain common incident-related information conversationally to get quick answers. | [Ask questions on an incident](https://www.servicenow.com/docs/JGbZJTLwwZjhKgmj3mwtpQ "Quickly obtain common incident related information conversationally within the incident record by asking questions in the ServiceNow Otto panel.") |
| Generative AI capabilities request | Enables users to request contextual generative AI capabilities such as a chat summary, incident summary, or incident resolution notes in a conversational manner. | [Request generative AI capabilities](https://www.servicenow.com/docs/AnJIDfOoTCaVTN3DW2Cxdg "Use the ServiceNow Otto panel to request the contextual generative AI capabilities in IT Service Management (ITSM) such as a chat summary, incident summary, or incident resolution notes in a conversational manner. You can also add comments and work notes. These capabilities provide you with a quick resolution to issues.") |
| Incident deflection with self-service | Deflects incidents by providing self-service solutions. | [Deflect an incident with self-service](https://www.servicenow.com/docs/kctzgonolVaAOlO4tI46ew "Designed to reduce the number of incidents to be resolved by deflecting issues with self-service.") |
| Sentiment analysis | Enables users to make informed decisions on incidents based on requester's sentiment and the reasoning behind it. | [Analyze sentiments](https://www.servicenow.com/docs/nA3jPIHPj6wtOcx_J3G9Lw "Make informed decisions on incidents based on requester's sentiment and the reasoning behind it in the ServiceNow Otto for IT Service Management (ITSM) application.") |
| Suggested steps generation | Generates suggested steps automatically by analyzing clusters of closed incidents with similar incident resolution. | [Generate suggested steps](https://www.servicenow.com/docs/MU9HgNYsVAhuV9e33srESg "Generate suggested steps automatically by analyzing clusters of closed incidents with similar incident resolution in the ServiceNow Otto for IT Service Management (ITSM) application.") |
| Activity stream response generation | Automatically generates a response in an incident record activity stream. | [Generate a response in the activity stream](https://www.servicenow.com/docs/c4be6KDB5puqhFlRWBrPtA "Automatically generate a response in an incident record activity stream using the Incident activity response generation skill. Add them to the work notes or comments to enhance the quality of your interactions with the user.") |
| Release notes generation | Generates structured release notes for a release using AI-driven summarization. | [Generate release notes for a release](https://www.servicenow.com/docs/o9PW6cp8~y4pPY~yQCAFeQ "Generate structured release notes for a release using AI-driven summarization, reducing manual effort and improving clarity for stakeholders. The release notes are generated from the release scope.") |
| Investigating Zoom call issues | Investigates zoom call quality issues. | [Investigate Zoom call issues](https://www.servicenow.com/docs/lOM001~QIoxV2CIx75afzA "Investigate Zoom call performance with ServiceNow Otto for Zoom Call Issues to identify root causes and get resolutions.") |
| Investigating boot time issues | Investigates boot time issues to identify slow start-up problems and get suggested resolutions. | [Investigate boot time issues](https://www.servicenow.com/docs/Bl0bRXWWOh5rav1g2oRt_A "Identify the root cause of boot time issues and get resolutions such as remedial actions, self-help instructions, and relevant knowledge articles to resolve the boot time issues.") |
| Change risk assessment answer generation | Generate answers and reasoning for each supported question in a change risk assessment, directly from a change request in Core UI or Service Operations Workspace for ITSM. | [Generate change risk assessment answers by using ServiceNow Otto for IT Service Management (ITSM)](https://www.servicenow.com/docs/ujKFLUHJ1K7DVqkzduwBKQ "Use ServiceNow Otto for IT Service Management (ITSM) to automatically generate answers and reasoning for change risk assessment questions directly from a change request in Core UI or Service Operations Workspace for ITSM.") |
[Table 1. ServiceNow Otto for ITSM skill summary]

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