--- sourceDocument: Australia Operational Technology Management sourceDocumentLink: https://www.servicenow.com/docs/r/operational-technology Release : - australia ft:locale : - en-US ft:publication_title : - Australia Operational Technology Management ft:clusterId : - optm bundleId : - optm workflow : - Technology --- # Operational Technology # Operational Technology {#ariaid-title1} * Release version: Australia * * Updated July 9, 2026 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Operational Technology ServiceNow® for Operational Technology (OT) enables industrial organizations to streamline operations, enhance productivity, and maximize OT system uptime on the production floor through integrated digital workflows. It provides a comprehensive and contextual view of OT environments, helping manufacturers secure, monitor, and manage their operational technology systems more effectively than traditional manual processes. Show full answer Show less The solution offers a digital map that visualizes industrial operations processes, systems, and equipment dependencies, facilitating faster assessment and management of production impacts. This approach builds operational resilience by connecting OT systems with production processes and workflows. ## Key Features * **Improved Visibility:** Gain a full, contextual overview of OT systems to maintain security and operational continuity. * **Digital Workflows:** Integrate OT systems directly with production workflows to automate and enhance operational tasks. * **Vulnerability Management:** Centralize assessment, prioritization, and response to OT device vulnerabilities and threats. * **Workforce Enablement:** Develop low-code/no-code applications to empower employees with collaborative monitoring, troubleshooting, and situational analysis capabilities. ## Applications Included * **Operational Technology Manager:** Establishes foundational data and relationships for OT management. * **Operational Technology Discovery:** Enhances visibility of OT devices. * **Industrial Process Manager:** Creates ISA-95 Equipment Model data foundation. * **Operational Technology Vulnerability Response:** Manages prioritization and remediation of OT vulnerabilities. * **Operational Technology Incident Management:** Manages OT device incidents from initiation to resolution. * **Operational Technology Change Management:** Controls changes to OT devices and production processes. * **Operational Technology Knowledge Management:** Organizes and shares knowledge about OT systems and incidents. * **Operational Technology Request Management:** Handles requests and fulfillment for OT-related catalog items. * **Recommended Actions for OTSM:** Provides real-time actionable recommendations to accelerate issue triage and resolution. * **AI Enhanced Recommended Actions for OTSM:** Uses external data sources to contextualize incident relevance and improve response. * **Employee Center for OT:** Centralizes OT and industrial service requests. * **Industrial Workspace for OT:** User interface for managing OT data and operations. ## Getting Started ServiceNow customers can begin by configuring foundational components such as the Operational Technology Manager and Industrial Process Manager, followed by setting up Vulnerability Response, Incident Management, Change Management, Knowledge Management, Request Management, and Recommended Actions. The solution integrates with IT Service Management, Vulnerability Response, and IT Operations Management capabilities. Demonstrations are available via DemoNow, and detailed configuration guides support setup and customization. ## Important Notes * The Operational Technology Management solution is not supported on Now Mobile®. * Operational Technology leverages the Common Service Data Model (CSDM) for data organization. Use ServiceNow® for Operational Technology (OT) to help your organization streamline operations, boost productivity, and maximize your Operational Technology up-time on the production floor through digital workflows. ## Operational Technology overview {#operational-technology-overview__section_nwm_4hq_tbc} Watch an overview about Operational Technology and the ServiceNow Operational Technology Management solution. Figure 1. Benefits in Operational Technology, Core Operations, and empowering Factory Workers ## Maximize your uptime and build operational resilience with ServiceNow Operational Technology Management {#operational-technology-overview__section_f2k_33h_m5b} Before industry Operational Technology, manufacturers depended on manual processes and legacy knowledge to maintain their environments. They found it challenging to get a complete view of their environments and to secure, monitor, and manage it all. With the ServiceNow Operational Technology Management solution, your industrial organization can now get a complete and contextual view of your operational technology systems. With this view, you can keep your systems secure, running, and connected to production processes and digital workflows. You can also enable your organization to assess, prioritize, and respond to events and threats. Figure 2. Equipment model dependency view By using a digital map, your organization can gain greater visibility of the industrial operations processes, systems, and relationships. With this map, you can manage and assess your potential production impacts easier and faster. Note: The Operational Technology Management solution isn't supported on Now Mobile®. |-|-| | Improve visibility ![Improve visibility]() | Get a complete and contextual view of your Operational Technology systems, so that you can keep your systems secure and running. | | Digital workflows ![Digital workflows]() | Connect your Operational Technology systems to production processes and digital workflows. | | Vulnerability management ![Vulnerability management]() | See everything in one place, so that you can assess, prioritize, and respond to events and threats. | [ ] {#operational-technology-overview__table_qlr_hjh_m5b} ## Equip your workforce {#operational-technology-overview__section_uqg_1lh_m5b} Build low-code and no-code applications so that your employees can do collaborative monitoring, extended troubleshooting, problem-solving, and in-depth situational analysis. See the [solution brief](https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/resource-center/data-sheet/ds-connected-workforce.pdf) for details. ## Applications {#operational-technology-overview__section_w44_glh_m5b} * [Operational Technology Manager](https://www.servicenow.com/docs/1MVfNbKxG9cy_4aVyxPImA "The Operational Technology Manager application creates the foundational data and relationships that enable your organization to use the ServiceNow Operational Technology solution. Operational Technology Manager supports the use of the Configuration Management Database (CMDB), Service Graph Connectors, and Discovery applications in the ServiceNow AI Platform.") Creates the foundational data and relationships that enable your organization to use the ServiceNow® OT solution. * [Operational Technology Discovery](https://www.servicenow.com/docs/joAS_VhWBmzpoZCQRw15Mg "You can use the Operational Technology Native Discovery solution to amplify the visibility of devices in your OT environment. You can also use the IT Discovery for Operational Technology (OT) Networks function to discover IT class OT devices.") Amplifies the visibility of devices in your OT environment. * [Industrial Process Manager](https://www.servicenow.com/docs/9Zf0CzRMffGJ032T~aqsEQ "Use the Industrial Process Manager application to create the ISA-95 Equipment Model data foundation that is required for the ServiceNow Operational Technology solution. The Industrial Process Manager enables you to create your own version of the equipment models in each of your sites.") Creates the ISA-95 Equipment Model data foundation required for the ServiceNow® OT solution. * [Operational Technology Vulnerability Response](https://www.servicenow.com/docs/WN6UeHYyezPhnfEG0tZRzQ "Operational Technology Vulnerability Response enables effective prioritization and remediation of OT device vulnerabilities at the site level. By leveraging the CMDB relationships of OT devices, vulnerable devices or items can be prioritized based on the criticality of the production process they automate.") Enables effective prioritization and remediation of OT device vulnerabilities at the site level. * [Operational Technology Incident Management](https://www.servicenow.com/docs/R3~nkZ1fm8~LIMWZyXFpTg "Operational Technology Incident Management enables manufacturers to manage OT device incidents from open to closure.") Enables manufacturers to manage OT device incidents from open to closure. * [Operational Technology Change Management](https://www.servicenow.com/docs/GRdJHdEc9SdJ4BHKTIwkWA "The ServiceNow Operational Technology Change Management application enables your organization to implement changes to Operational Technology (OT) devices and production processes.") Enables your organization to implement changes to OT devices and production processes. * [Operational Technology Knowledge Management](https://www.servicenow.com/docs/tJJRxA9xf4tIC9ZglKNjsw "ServiceNow Operational Technology Knowledge Management can help you collect, organize, and share knowledge about your Operational Technology (OT) system, its devices, and the resolved incidents within your organization.") Helps you collect, organize, and share knowledge about your OT system, its devices, and the resolved incidents within your organization. * [Operational Technology Request Management](https://www.servicenow.com/docs/wVw_5ipm3ycPZotzM2UxVA "Operational Technology Request Management lets you request catalog items and fulfill them based on the defined flows.") Lets you request catalog items and fulfill them based on the defined flows. * [Recommended Actions for Operational Technology Service Management (OTSM)](https://www.servicenow.com/docs/jq65jnqk3zfsYE4lyGbymQ "Recommended Actions for Operational Technology Service Management (OTSM) allows you to set up and apply real-time actionable recommendations for speeding up the triaging process and resolving issues quickly across various records in the Industrial Workspace, including Operational Technology (OT) incidents.") Allows you to set up and apply real-time actionable recommendations for speeding up the triaging process and resolving issues quickly across various records in the Industrial Workspace. * [AI Enhanced Recommended Actions for Operational Technology Service Management (OTSM)](https://www.servicenow.com/docs/WPlNE_ChXNo6n8tRV~Om~w "The AI Enhanced Recommended Actions for Operational Technology Service Management (OTSM) feature accesses external sources related to an Operational Technology (OT) incident, and contextualizes how the document is relevant to the incident.") Accesses external sources related to an OT incident, and contextualizes how the document is relevant to the incident. * [Employee Center for OT](https://www.servicenow.com/docs/i~f5O2HudCZ6F_SGOx_CYA "The Employee Center for Operational Technology (OT) is a central location where you can submit requests related to OT and industrial services.") Central location where you can submit requests related to OT and industrial services. * [Industrial Workspace for Operational Technology](https://www.servicenow.com/docs/g7SsnkWxoFYJCHY5_FuPZg "The Industrial Workspace is a user interface that provides Operational Technology (OT) users with the tools they need to manage their OT data.") User interface that provides you with the tools you need to manage your OT data. * Service Management: [IT Service Management](https://www.servicenow.com/docs/access?context=r_ITServiceManagement&version=australia&pubname=australia-it-service-management&ft:locale=en-US) * Security: [Vulnerability Response](https://www.servicenow.com/docs/access?context=vuln-landing-page&version=australia&pubname=australia-security-management&ft:locale=en-US) * Visibility: [IT Operations Management](https://www.servicenow.com/docs/access?context=r_ITOMApplications&version=australia&pubname=australia-it-operations-management&ft:locale=en-US) {#operational-technology-overview__ul_evf_3lh_m5b} ## Get started {#operational-technology-overview__section_cwt_clh_m5b} * Watch features demonstrated via [DemoNow](https://www.servicenow.com/lpdem/demonow.html). * For information on how to request and set up Operational Technology, see * [Configuring the Operational Technology Manager](https://www.servicenow.com/docs/tBJhw0uXCef1ApaLASWvXg "Configure the Operational Technology Manager application so that you can create the data foundation for the ServiceNow Operational Technology solution.") * [Configuring the OT Manager Foundation](https://www.servicenow.com/docs/dAfdH3L5sA3Ae~6_5DuMkQ "Configure the features and agentic workflows available for the Operational Technology (OT) Manager Foundation.") * [Configuring the Industrial Process Manager](https://www.servicenow.com/docs/0HDnzFm8YT3WtzWQXAP7EA "Configure the Industrial Process Manager application so that you can create the Equipment Model data foundation that is required for the ServiceNow Operational Technology solution.") * [Configuring Operational Technology Vulnerability Response](https://www.servicenow.com/docs/eZJ_ebAwFat7VS5LNply4g "Configure Operational Technology (OT) assignment rules, remediation targets, risk calculators, and risk rollup calculation then configure integrations to create vulnerable item records.") * [Configuring Operational Technology Incident Management](https://www.servicenow.com/docs/0pXCzb~GlY0oojS4_uUDrA "Configure the Operational Technology Incident Management application so that you can create the data foundation for the ServiceNow Operational Technology solution.") * [Configure ServiceNow Otto for Operational Technology (OT) Service Management](https://www.servicenow.com/docs/KQPWDiwb~FOjJpKBzB8OXA "If you have the admin role, you can configure the ServiceNow Otto for Operational Technology (OT) Service Management application so that teams can use the generative AI capabilities in the Industrial Workspace for their Operational Technology (OT) incidents.") * [Configuring Operational Technology Change Management](https://www.servicenow.com/docs/SiLD5KP9bypDZFyzZ5HpGA "Configure the Operational Technology Change Management application so that you can create the data foundation for the ServiceNow Operational Technology (OT) solution.") * [Configuring Operational Technology Knowledge Management](https://www.servicenow.com/docs/F3OVsCLKOzvyixS~4YiAOw "Configure Operational Technology Knowledge Management so that you can create the data foundation for the Operational Technology (OT) solution.") * [Configuring Operational Technology Request Management](https://www.servicenow.com/docs/RZ_bNPmiyrfoEaOWxQZHpw "Configure Operational Technology Request Management so that you can create the data foundation for the Operational Technology (OT) solution.") * [Configuring Recommended Actions for Operational Technology Service Management (OTSM)](https://www.servicenow.com/docs/0pC0pR7fEcYZV8LaKQ650A "Enable a user working on the relevant recommendations provided by Recommended Actions for Operational Technology Service Management (OTSM)") * [Configure AI Enhanced Recommended Actions for Operational Technology Service Management (OTSM)](https://www.servicenow.com/docs/~rNw_1fTE25ffEtRONPJ5w "Configure AI Enhanced Recommended Actions for Operational Technology Service Management (OTSM) to contextualize external sources related to an Operational Technology (OT) incident.") * [Configuring the Employee Center for OT](https://www.servicenow.com/docs/9zARrq1U27eoARvfUNd_Jg "Configure the Employee Center for Operational Technology (OT) so that you and other users can access the options available in the portal.") * [Configuring the Industrial Workspace](https://www.servicenow.com/docs/250pqp~W4Gcfu1EMtTFeZg "Configure Industrial Workspace so that you can manage your Operational Technology (OT) data.") {#operational-technology-overview__ul_mwv_sqt_1rb} * For more information about how Operational Technology manages and uses Common Service Data Model tables, see [Operational Technology and CSDM tables](https://www.servicenow.com/docs/7j6kYBsB90uSCfqvw~xc~A "Operational Technology manages and uses CSDM tables. Several ServiceNow products benefit from and add value to Operational Technology."). * For more information about the latest releases for Operational Technology, see [ServiceNow Store - Operational Technology release notes](https://www.servicenow.com/docs/r/store-release-notes/store-rn-manufacturing-highlights.html). {#operational-technology-overview__ul_f1d_2lh_m5b}