ServiceNow Otto for Operational Technology (OT) Service Management

  • Release version: Australia
  • Updated July 23, 2026
  • 3 minutes to read
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    Summary of ServiceNow Otto for Operational Technology (OT) Service Management

    The ServiceNow Otto for Operational Technology (OT) Service Management application leverages generative AI to help OT teams efficiently summarize incident details and generate resolution notes. This enhances incident understanding and facilitates knowledge sharing among users to improve troubleshooting and incident resolution processes.

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    Key Features

    • OT Incident Summarization: Automatically generates concise summaries for active OT incidents, covering key details such as issue description, actions taken, priority, site, equipment model, and resolution notes. Users can refresh, post, copy, and provide feedback on these summaries.
    • Resolution Note Generation: Produces automatic resolution notes for OT incidents, enabling other users to quickly grasp the context and resolve similar incidents more efficiently.
    • Licensing and Access: Availability of features, AI skills, and workflows depends on the customer's ServiceNow license tier.

    Important Considerations

    • Not all AI models or capabilities are available in all regions or environments, including restricted data centers and regulated markets. Customers should verify feature availability relative to their location and compliance requirements.
    • The application uses AI and machine learning, which may not always provide fully accurate or complete information. Customers should apply human oversight, thoroughly test outputs, and avoid sole reliance on AI-generated content for critical decisions.
    • Data processed by this application may be transferred to centralized ServiceNow environments or third-party cloud providers, following ServiceNow’s internal policies and compliance standards.
    • ServiceNow collects and uses application data inputs, outputs, and edits to improve AI models and products. Customers have the option to opt out of data collection.

    Support and Resources

    • Customers can access the ServiceNow Community on AI and Intelligence for peer support.
    • Known Error Portal and Customer Service and Support are available for troubleshooting assistance.

    The ServiceNow Otto for Operational Technology (OT) Service Management application enables teams to summarize OT incident details and generate incident resolution notes to share with other users.

    ServiceNow Otto for OT Service Management overview

    The following generative AI capabilities are available for OTSM users:
    • An auto-generating OT incident summary that helps you understand the OT incident context.
    • Auto-generated OT incident resolution notes that help other users resolve similar incidents.
    Note:
    Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents. For more information, see ServiceNow product tiers.

    ServiceNow Otto for OT Service Management skills

    Operational Technology (OT) incident summarization

    Enables you to expedite the OT incident troubleshooting process by reviewing a summary that includes the issue, actions taken, and resolution. You can generate an incident summary for active incidents to understand the incident context. You can also refresh the summary, post the summary to the incident work notes, copy the summary, and provide feedback about the summary.

    The incident summary includes the following information:

    • Short description
    • Description
    • Work notes
    • Additional comments
    • Priority
    • Site
    • Equipment model entity
    • OT device
    • OT incident task
    Resolution note generation for OT incidents

    Automatically generates the resolution notes for an OT incident and provides the context to another user who might encounter similar incidents.

    Availability notices

    Important:
    • 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.