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 utilize an agentic AI workflow that autonomously completes tasks related to managing OT device data. This capability automates the import, validation, and integration of OT device inventories into the Configuration Management Database (CMDB), streamlining OT asset management processes.

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    Key Features

    • Agentic Workflow for OT Device Import: The "Import OT device spreadsheet into OT CMDB" workflow automates the entire process of uploading device inventories from spreadsheets, validating the data, remediating invalid records, and importing validated entries into the OT CMDB.
    • AI Agents Involved: This workflow uses the OT Excel import task AI agent to perform data import and validation tasks autonomously.
    • Large Language Model Support: Supports multiple AI model providers including Now LLM Service, Now LLM Long Term Stable models (LTS), Azure OpenAI, Google Gemini, and Anthropic Claude on AWS. These can be configured and controlled via AI Control Tower and Now Assist Admin console.
    • Security and Access Control: Execution of AI agents and workflows is governed by Access Control Lists (ACLs) and user identity role masking to ensure secure operation. Roles specific to Now Assist applications control who can access and execute these workflows.
    • Activation and Execution: By default, agentic workflows and AI agents are read-only. To run them autonomously, you must duplicate and activate the workflow and its AI agents, and set unique triggers for automatic invocation, or invoke manually without triggering.
    • Standalone AI Agents: Some AI agents may exist outside agentic workflows and can be accessed separately for other purposes.

    Practical Benefits

    • Automates and accelerates the process of updating the OT CMDB with accurate device data from spreadsheets, reducing manual effort and errors.
    • Ensures data integrity by validating and remediating device records before import.
    • Provides flexible AI model options and configurable controls, allowing customers to align AI usage with their organizational policies and preferences.
    • Maintains security and compliance through role-based access and ACL enforcement during AI agent execution.

    Next Steps for Customers

    • Review and duplicate the provided agentic workflow to enable autonomous operation.
    • Activate the workflow, associated AI agents, and configure unique triggers if automatic execution is desired.
    • Configure AI model preferences and security controls using AI Control Tower and Now Assist Admin console to align with organizational requirements.
    • Leverage the Import OT device spreadsheet into OT CMDB workflow to efficiently manage OT device inventory updates.

    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 Now Assist skills, 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, Now LLM Long Term Stable models (LTS), Azure OpenAI, Google Gemini or Anthropic Claude on AWS as the AI model provider for all Now Assist 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.