Agentic AI for the Operational Technology Manager

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Agentic AI for the Operational Technology Manager

    The Operational Technology (OT) Manager Foundation AI agent in ServiceNow enables autonomous task completion through agentic workflows designed specifically for OT management. These AI-driven workflows help streamline processes such as importing and validating device inventory data into the OT Configuration Management Database (CMDB).

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    Key Features

    • Import OT Device Spreadsheet into OT CMDB Workflow: Automates the import of device inventory spreadsheets by mapping data to an OT staging table, validating records, remediating invalid entries, and importing validated records into the CMDB. This workflow uses the OT Excel import task AI agent.
    • Generative AI Skills and AI Agents: Some AI functionalities and agentic workflows are enabled by default. ServiceNow supports multiple Large Language Models (LLMs), including Now LLM Service, Azure OpenAI, Google Gemini, and Anthropic Claude on AWS, which can be managed via Configuration Controls and AI Admin Hub.
    • Security Controls: Execution of AI agents and workflows requires enabling security through Access Control Lists (ACLs) and user identity management to protect data and operations.
    • Autonomous Operation Setup: To run AI agents autonomously, duplicate and activate the desired agentic workflows and their AI agents, then activate unique triggers for automatic invocation. Manual invocation is also supported without activating triggers.
    • Role Masking and Access Management: Access to agentic workflows and AI agents is controlled through role masking, ensuring only authorized users with specific roles can interact with these tools. Security controls must be configured accordingly.
    • Standalone AI Agents: Some AI agents may be installed but not linked to agentic workflows. Administrators can view all available agents to manage or deploy them as needed.

    Key Outcomes

    ServiceNow customers managing Operational Technology can leverage agentic AI to automate complex and repetitive tasks such as device data importation and validation, improving accuracy and operational efficiency. The solution offers flexible AI model integration and robust security measures, ensuring secure and controlled automation within the OT management environment.

    The Operational Technology (OT) Manager Foundation AI agent operates within agentic workflows to complete tasks autonomously.

    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 AI agents, skills, 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 AI Admin Hub 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 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 on your instance 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 your 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.