Now Assist for Operational Technology Service Management (OTSM)
Summarize
Summary of Now Assist for Operational Technology Service Management (OTSM)
The Now Assist for Operational Technology Service Management (OTSM) application leverages generative AI to help ServiceNow users efficiently summarize OT incident information and create incident resolution notes. This capability enhances user understanding of incident context, enabling faster and more effective resolutions.
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Getting Started and Configuration
Customers can configure the Now Assist for OTSM application to activate its generative AI functionalities. The application includes an OTSM AI agent collection and agentic workflows tailored for operational technology service management tasks.
Licensing and Availability Considerations
- Access to features, AI skills, workflows, and agents depends on your ServiceNow license tier.
- Some AI model providers and Now Assist features may be unavailable for customers with in-country SKUs or those operating in specific regulated environments such as FedRAMP, NSC DOD IL5, or Australia IRAP-Protected data centers.
- Availability varies by region, and certain AI products and skills are restricted in Regulated Markets.
- ServiceNow regularly updates availability information; customers should consult current documentation for the latest details.
Data Processing and Privacy
Using Now Assist for OTSM involves transferring data from customer instances to centralized ServiceNow environments, which may reside in different geographic regions or third-party cloud providers like Microsoft Azure. Data handling complies with ServiceNow’s internal policies and CORE Compliance Portal standards.
ServiceNow collects inputs, outputs, and edits generated by the application to improve AI models and products. Customers have the option to opt out of future data collection to maintain control over their data.
AI Limitations and Responsible Use
This AI-powered application generates predictions based on data patterns but may not always deliver complete or fully accurate results. ServiceNow advises customers to:
- Test and evaluate AI outputs for accuracy and appropriateness.
- Apply human oversight before acting on AI-generated information.
- Avoid relying solely on AI for critical decisions, especially in sensitive sectors such as healthcare, finance, legal, security, or infrastructure.
Users must comply with the ServiceNow AI Acceptable Use Policy, which governs responsible AI usage.
Support and Resources
- Access the ServiceNow Community on AI and Intelligence for discussion and insights.
- Search the Known Error Portal for troubleshooting articles.
- Contact ServiceNow Customer Service and Support for assistance.
Use the Now Assist for Operational Technology Service Management (OTSM) 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
- Not all model providers are available for customers with in-country SKUs, and some Now Assist products/features are currently unavailable for in-country customers. For more information, see the KB1584492 article in the Now Support Knowledge Base. Be sure to check for model provider availability updates in future releases.
- Some Now Assist 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 article in the Now Support Knowledge Base. Be sure to check for availability updates in future releases.
- Some Now Assist products/features are currently available only for customers in some regions. Be sure to check for availability updates in future releases.
- Some AI products and skills are not available in Regulated Markets. For more information, see KB2593939: Regulated Markets AI Products/Skills Not Available. Be sure to check for availability updates in future releases.
Troubleshoot and get help
AI limitations
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, which may be updated by ServiceNow.
Data processing
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.
Data collection
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. In addition, this application will collect incident data (for Incident Assist and Knowledge Assist) and chat transcripts (for Chat Assist). Customers can opt out of future data collection at any time, as described in the Now Assist Opt-Out page.
For more information, see the Now Assist documentation.