Domain separation and ServiceNow Otto for Financial Services Operations (FSO)
Summarize
Summary of Domain separation and ServiceNow Otto for Financial Services Operations (FSO)
Domain separation is supported in ServiceNow Otto for Financial Services Operations (FSO) and allows you to logically separate data, processes, and administrative tasks into distinct domains. This ensures that users access only the data relevant to their domain, enhancing data security and operational clarity in multi-tenant environments. The application supports domain separation at runtime, affecting the user interface, cache keys, reporting, rollups, and aggregations.
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Generative AI capabilities in ServiceNow Otto for FSO are organized into configurable skills, which by default reside in the global domain but can be customized per domain to meet specific needs.
Key Features
- Domain-specific data access: Users can only view and interact with data within their assigned domain, ensuring tenant data isolation.
- Configurable AI skills by domain: Skills such as summarization use only domain-specific data, and skills can be reconfigured or variant versions created for each domain.
- Multi-tenant support: Enables service providers to host multiple clients in a single instance while maintaining separation of tenant data and processes.
- Role-based access control: Role permissions for AI skills can be tailored per domain, allowing different access levels across domains.
- Centralized consumption tracking: ServiceNow Otto for FSO usage is tracked at the instance level via the Subscription Management dashboard, without tenant differentiation.
Practical Considerations for ServiceNow Customers
- Domain separation must be enabled on the instance before configuring it for ServiceNow Otto for FSO skills.
- The instance owner is responsible for setting up and managing domain separation across tenants.
- For service providers using chat to interact with tenant customers, domain separation ensures that tenant customers only see relevant responses from their own service provider domain.
- Administrators can control which roles have access to AI skills within each domain, supporting customized user experiences and security policies.
Benefits
- Enhanced data security and privacy through logical separation of tenant data.
- Flexibility to customize AI skill configurations per domain, addressing diverse tenant requirements.
- Improved operational efficiency for service providers managing multiple clients in a single instance.
- Clear visibility into overall ServiceNow Otto for FSO consumption for effective subscription management.
Domain separation is supported for ServiceNow Otto for Financial Services Operations (FSO). Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.
Support level: Basic
- Business logic: Ensure that data goes into the proper domain for the application’s service provider use cases.
- The application supports domain separation at run time. The domain separation includes separation from the user interface, cache keys, reporting, rollups, and aggregations.
- The owner of the instance must set up the application to function across multiple tenants.
Sample use case: When a service provider (SP) uses chat to respond to a tenant-customer’s message, the customer must be able to see the SP's response.
For more information on support levels, see Application support for domain separation.
Overview
In ServiceNow Otto for FSO, generative AI capabilities are organized into skills. Each skill can be configured differently for each domain. By default, all skills exist in the global domain.
How domain separation works in ServiceNow Otto for FSO
You must enable domain separation on your instance first before you can use it for ServiceNow Otto for Financial Services Operations (FSO) skills.
ServiceNow Otto for Financial Services Operations (FSO) works with domain separation. When you use ServiceNow Otto for Financial Services Operations (FSO) in a domain-separated environment, users are only able to access data within their domain. For example, when a user uses the summarization skill, ServiceNow Otto for Financial Services Operations (FSO) only uses material that exists within the user's domain when generating that summary. When a skill is domain-separated, only users who are in that domain can use the skill that you have configured for that scope.
If you're a service provider that hosts multiple clients in the same instance, you can set up domain separation to separate tenant data, processes, and administrative tasks. However, ServiceNow Otto for Financial Services Operations (FSO) consumption is tracked according to the instance without differentiating between tenants. You can track your ServiceNow Otto for Financial Services Operations (FSO) usage in the Subscription Management dashboard.
If you want a domain to have a different version of an existing skill, you can reconfigure and activate the skill or create a variant in the preferred domain. See Domain separation in the AI Admin Hub console.
Use cases
You can configure the roles when you’re activating or editing a skill.
For example, you can grant certain roles access to the Now Assist panel in one domain, while another domain has no role restrictions.