--- sourceDocument: Brazil Operational Technology Management sourceDocumentLink: https://www.servicenow.com/docs/r/operational-technology Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil Operational Technology Management ft:clusterId : - optm bundleId : - optm workflow : - Technology --- # ServiceNow Otto for OT Service Management # ServiceNow Otto for Operational Technology (OT) Service Management {#ariaid-title1} Release version: Brazil Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 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 ServiceNow Otto for Operational Technology (OT) Service Management ServiceNow Otto for Operational Technology (OT) Service Management is an application designed to streamline OT incident handling by summarizing incident information and generating resolution notes. This helps users quickly understand the context of incidents, enabling faster and more effective resolutions within their operational technology environments. Show full answer Show less ## Licensing and Availability * Access to features, generative AI skills, agentic workflows, and AI agents depends on your ServiceNow license tier. * Three AI platform licensing tiers are available: Foundation (basic insights), Advanced (productivity enhancements), and Prime (autonomous actions and custom AI asset creation). * Now Assist for OT Service Management is being deprecated starting from the Australia release; it will no longer be installed on new instances but remains supported. ## AI Capabilities and Restrictions * The application leverages AI and machine learning to provide predictive insights but may not always produce fully accurate or complete information. * Users must validate AI outputs with human oversight and should not rely solely on AI for critical decision-making, especially in sensitive domains like healthcare, finance, or security. * Not all AI model providers or features are available in all regions or under certain compliance regimes (e.g., FedRAMP, NSC DOD IL5, Australia IRAP-Protected data centers, regulated markets). * ServiceNow regularly updates availability and restrictions; customers should consult current documentation for their environment. ## Data Handling and Privacy * Data processed by this application is transferred from customer instances to centralized ServiceNow environments, which may be located in different regions or hosted by third-party cloud providers like Microsoft Azure. * Data handling complies with ServiceNow's internal policies and compliance standards accessible via the CORE Compliance Portal. * ServiceNow collects inputs, outputs, and edits from the application to improve AI technologies, but customers can opt out of data collection at any time. ## Practical Considerations for ServiceNow Customers * Leverage Otto for OT Service Management to improve OT incident resolution speed and quality by using AI-generated summaries and notes. * Review your licensing tier to understand available AI capabilities and ensure compliance with regional and regulatory restrictions. * Implement human oversight and thorough testing when deploying AI-assisted workflows to mitigate risks related to AI limitations. * Stay informed of product deprecations and updates, such as the deprecation of Now Assist for OTSM, to plan your instance upgrades accordingly. * Manage your data sharing preferences to align with your organization's privacy requirements and ServiceNow's data practices. Use the ServiceNow Otto for Operational Technology (OT) Service Management application to summarize the Operational Technology (OT) incident information and generate incident resolution notes. You can enable your users to understand the context so that they can implement quicker resolutions. ## Get started {#now-assist-for-operational-technology-service-management__section_tvx_1mb_zjc} 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). ## Get started with AI {#now-assist-for-operational-technology-service-management__section_uvx_1mb_zjc} Starting with the Australia release, Now Assist for Operational Technology Service Management (OTSM) is being prepared for future deprecation. It will be hidden and no longer installed on new instances but will continue to be supported. For details, see the [Deprecation Process \[KB0867184\]](https://support.servicenow.com/kb_view.do?sysparm_article=KB0867184) article in the Now Support Knowledge Base. 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 {#now-assist-for-operational-technology-service-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). For more information about AI capabilities in Operational Technology Service Management, see [ServiceNow Otto for OTSM](https://www.servicenow.com/docs/cUfQMrQqYhxF9sUur6jc8g "The ServiceNow Otto for Operational Technology (OT) Service Management application enables teams to summarize OT incident details and generate incident resolution notes to share with other users."). 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) {#now-assist-for-operational-technology-service-management__ul_osh_bmt_43c} 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.{#now-assist-for-operational-technology-service-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.{#now-assist-for-operational-technology-service-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.{#now-assist-for-operational-technology-service-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. {#now-assist-for-operational-technology-service-management__ul_j3b_4vd_wcc} ## AI limitations {#now-assist-for-operational-technology-service-management__section_vvx_1mb_zjc} 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.{#now-assist-for-operational-technology-service-management__p_kv2_nfg_h1c} ## Data processing {#now-assist-for-operational-technology-service-management__section_wvx_1mb_zjc} 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).{#now-assist-for-operational-technology-service-management__p_lv2_nfg_h1c} ## Data collection {#now-assist-for-operational-technology-service-management__section_xvx_1mb_zjc} 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).{#now-assist-for-operational-technology-service-management__p_jv2_nfg_h1c}