Use agentic AI for the OT Manager Foundation

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Use agentic AI for the OT Manager Foundation

    The Operational Technology (OT) Manager Foundation enables ServiceNow customers to use agentic AI workflows to automate OT device management tasks. Specifically, the "Import OT device spreadsheet into OT CMDB" agentic workflow facilitates autonomous handling of OT device inventory by importing, validating, and updating device records within the OT Configuration Management Database (CMDB).

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    Key Features

    • Agentic Workflow for OT Device Import: Automates the process of importing device inventory spreadsheets, mapping data to the OT staging table, validating records, remediating invalid entries, and importing validated data into the OT CMDB.
    • Available AI Agent: The OT Excel import task AI agent supports this workflow to operate autonomously.
    • Supported Large Language Models: You can configure Now LLM Service, Azure OpenAI, Google Gemini, or Anthropic Claude on AWS as AI providers, managed through AI Control Tower and Now Assist Admin console preferences.
    • Security Controls: Execution of AI agents and workflows is governed by Access Control Lists (ACLs) and user identity management. Role masking ensures only authorized users with specific roles can access and run agentic workflows.
    • Autonomous Execution Requirements: To run AI agents autonomously, customers must duplicate and activate the desired agentic workflow, activate all associated AI agents, and set unique triggers for automatic invocation. Manual invocation is also supported without activating triggers.
    • Standalone AI Agents: Some AI agents may exist independently of workflows and can be viewed via the "Find AI agents" functionality.

    Practical Benefits

    • Streamlines OT device data management by reducing manual spreadsheet handling and errors.
    • Ensures high data integrity through automated validation and remediation before importing into the CMDB.
    • Offers flexibility in AI model providers, allowing customization based on organizational preferences and compliance.
    • Maintains security by controlling access and execution through established ServiceNow security mechanisms.
    • Empowers operational teams to automate routine OT inventory updates, improving efficiency and accuracy.

    Use the Operational Technology (OT) Manager Foundation AI agent within an agentic workflow to complete tasks autonomously.

    Table 1. Table 1. Available agentic workflows for OTM AI agent collection
    Agentic workflow name Description Available AI agents
    Import OT device spreadsheet into OT CMDB With the Import OT device spreadsheet into OT CMDB agentic workflow, you can do the following:
    • Import the device inventory spreadsheet and map data to the OT staging table
    • Validate OT staging table records, remediate invalid records, and import all validated records into the Configuration Management Database (CMDB)
    		 OT Excel import task AI agent
    Important:
    Some generative AI skills, AI agents, and agentic workflows are turned on by default. For more information, see Now Assist skills, agents, and agentic workflows on by default.

    Supported Large Language Models

    Note:

    You can use Now LLM Service, Azure OpenAI, Google Gemini or Anthropic Claude on AWS as the AI model provider for all generative AI skills and AI agents. Use the Configuration Controls in AI Control Tower to define which options are available, then set the skill-level preferences in the Now Assist Admin console. For more information, see Large language models on the ServiceNow AI Platform®.

    Security implementation considerations

    Enable security implementation to execute AI agents and agentic workflows through Access Control Lists (ACLs) and user identities. For more information, see Implement access control in Now Assist AI agents

    Considerations for running the autonomous AI agents

    Important:
    By default, all agent workflow and AI agent records are read-only.

    To run the AI agents autonomously, you must first duplicate the agentic workflow, and then proceed with the following steps:

    • Activate the agentic workflow.
    • Activate all agents within the agentic workflow.
    • Activate the trigger to invoke the agentic workflow automatically. The triggers for each agentic workflow must be unique. If you prefer to invoke it manually, activating the trigger isn’t necessary.

    Standalone AI agents

    There might be AI agents installed with the Now Assist application that are not used in agentic workflows. To learn how to see all agents that are available to you, see Find AI agents.

    Role masking

    Agentic workflows and their AI agents use role masking to determine which users can access them. Ones installed with Now Assist applications have specific roles that come included with the application. If you select Users with specific roles for user access, you must configure the security controls to include these roles. For the instructions to change the security controls, see Define security controls for an agentic workflow.