Using agentic AI for Operational Technology Service Management

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Using agentic AI for Operational Technology Service Management

    The Operational Technology Service Management (OTSM) AI agent collection allows for the autonomous completion of tasks, significantly enhancing efficiency in managing operational technology. This collection includes workflows designed to automate processes such as generating knowledge base articles upon incident resolution.

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    Key Features

    • Agentic Workflows: The OTSM AI agent collection includes workflows that can be duplicated and customized to meet specific organizational needs.
    • AI Agents: The primary AI agent, the OT knowledge generator, automatically creates KB articles with contextual information after resolving incidents.
    • Large Language Models Support: Customers can utilize various AI model providers, including Now LLM Service, Azure OpenAI, and Google Gemini, among others.
    • Security Implementation: Access Control Lists (ACLs) and user identities are used to secure the execution of AI agents and workflows.
    • Standalone AI Agents: Some AI agents may be available outside of agentic workflows, providing flexibility in their application.

    Key Outcomes

    By implementing the OTSM AI agent collection, ServiceNow customers can automate routine tasks, improve knowledge management, and enhance operational efficiency. To utilize the workflows effectively, customers need to activate the agentic workflows and configure them according to their preferences. Additionally, ensuring appropriate role access and security controls is essential for smooth operation.

    Use the Operational Technology Service Management (OTSM) AI agent collection to complete tasks autonomously.

    Table 1. Table 1. Available agentic workflows for OTSM AI agent collection
    Agentic workflow name Description Available AI agents
    Generate OT KB articles Upon OT Incident resolution, the AI agent automatically creates a KB article with relevant contextual information. OT knowledge generator AI agent
    Important:
    If you want to change this agentic workflow, you can duplicate it, adjust the settings to suit your specific needs, and activate the duplicated version of the agentic workflow instead.

    The minimum role needed to duplicate an agentic workflow is the sn_aia.admin role. By default, the OTSM agentic workflow is inactive. If you want to use the OOB agentic workflow, you can activate the OOB trigger. But if you want to customize the agentic workflow, you must duplicate it.

    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.