Operational Technology

  • Release version: Australia
  • Updated May 12, 2026
  • 3 minutes to read
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    Summary of Operational Technology Release version: Australia

    ServiceNow® for Operational Technology (OT) empowers industrial organizations to streamline operations, enhance productivity, and maximize OT uptime on the production floor through digital workflows. The Operational Technology Management solution provides a comprehensive and contextual view of OT systems, enabling your organization to secure, monitor, and manage these systems effectively. This holistic visibility supports better assessment and prioritization of events and threats, fostering operational resilience and uptime.

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    Using a digital map of industrial processes, systems, and their interdependencies, your organization gains improved visibility into production impacts, facilitating faster and more informed decision-making. Note that the solution is not supported on Now Mobile®.

    Key Features

    • Improved Visibility: Obtain a complete and contextual view of your OT systems to maintain security and operational continuity.
    • Digital Workflows: Integrate OT systems with production processes and digital workflows to enhance efficiency.
    • Vulnerability Management: Centralize monitoring of vulnerabilities to assess, prioritize, and respond to risks effectively.
    • Workforce Enablement: Build low-code and no-code applications that empower employees to perform collaborative monitoring, troubleshooting, problem-solving, and situational analysis.

    Applications

    The solution suite includes multiple applications designed to cover all aspects of OT management:

    • Operational Technology Manager: Establishes foundational data and relationships for the OT solution.
    • Operational Technology (OT) Manager Foundation: Streamlines industrial workspace processes related to OT device data.
    • Operational Technology Discovery: Enhances visibility of OT devices.
    • Industrial Process Manager: Creates ISA-95 Equipment Model data foundation.
    • Operational Technology Vulnerability Response: Prioritizes and remediates OT device vulnerabilities site-wide.
    • Operational Technology Incident Management: Manages OT device incidents from initiation to resolution.
    • Operational Technology Change Management: Supports implementation of changes to OT devices and production processes.
    • Operational Technology Knowledge Management: Facilitates collection, organization, and sharing of OT system knowledge and incident resolutions.
    • Operational Technology Request Management: Enables catalog item requests and fulfillment workflows.
    • Recommended Actions for Operational Technology Service Management (OTSM): Provides real-time actionable recommendations to accelerate triage and issue resolution.
    • AI Enhanced Recommended Actions for OTSM: Integrates external data sources to contextualize incident relevance.
    • Now Assist for OTSM: Summarizes incident information and generates resolution notes.
    • Employee Center for OT: Centralized portal for submitting OT and industrial service requests.
    • Industrial Workspace for OT: User interface equipped with tools to manage OT data efficiently.

    Getting Started

    To implement the Operational Technology solution effectively, ServiceNow provides configuration guides for each application and feature, including:

    • Operational Technology Manager
    • OT Manager Foundation
    • Industrial Process Manager
    • Vulnerability Response
    • Incident and Change Management
    • Knowledge and Request Management
    • Recommended Actions and AI Enhancements
    • Employee Center and Industrial Workspace setup

    ServiceNow also offers demo sessions to showcase features and detailed documentation on how OT integrates with Common Service Data Model (CSDM) tables. For ongoing updates and release notes, customers can refer to the ServiceNow Store.

    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

    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
    Overview explanation of benefits in Operational Technology, Core Operations, and empowering factory workers.

    Maximize your uptime and build operational resilience with ServiceNow Operational Technology Management

    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
    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.

    Equip your workforce

    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 for details.

    Applications

    Get started