Now Assist for Operational Technology Service Management (OTSM)
Summarize
Summary of Now Assist for Operational Technology Service Management (OTSM)
Now Assist for Operational Technology Service Management (OTSM) is an application designed to help ServiceNow customers efficiently summarize OT incident information and generate incident resolution notes. This facilitates better understanding of incident context, enabling faster and more effective resolution of operational technology issues.
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Key Features
- Generative AI Capabilities: Use AI to assist in summarizing incident data and creating resolution notes.
- Agentic Workflows and AI Agents: Automate workflows and leverage AI agents specifically tailored for OTSM scenarios.
- Customizable Configuration: Configure the application according to your organizational needs to optimize incident handling.
- Model Provider Availability: Availability of AI models may vary based on your licensing, geographic location, and regulatory environment. Certain AI features are restricted in regulated markets or specific data center regions.
Practical Considerations and Compliance
- License Dependencies: Access to features and AI skills depends on your ServiceNow product tier and licensing agreements.
- Data Processing: Incident data is transferred securely to centralized ServiceNow environments, potentially across different regions or cloud providers, following strict internal policies.
- Data Collection and Opt-Out: ServiceNow collects inputs, outputs, and edits to improve AI models but customers can opt out of data collection anytime.
- AI Limitations and Responsibilities: AI outputs may not always be accurate or complete. Customers must test and validate AI-generated content, maintain human oversight, and avoid sole reliance on AI for critical decisions, especially in sensitive domains.
- Compliance with AI Acceptable Use Policy: Users must adhere to ServiceNow’s AI policies which may be updated periodically.
Support and Resources
- Access the ServiceNow Community on AI and Intelligence for peer support.
- Search the Known Error Portal for troubleshooting known issues.
- Contact ServiceNow Customer Service and Support for direct assistance.
This application empowers your teams to leverage AI-assisted insights in managing OT incidents, promoting quicker resolution and improved service management outcomes while aligning with compliance and data governance requirements.
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.
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- 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 article in the Now Support Knowledge Base. Be sure to check for model provider availability updates in future releases.
- 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 article in the Now Support Knowledge Base. Be sure to check for availability updates in future releases.
- Some AI 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.