Skill inputs and triggers for Now Assist for Operational Technology Service Management (OTSM)
Summarize
Summary of Skill Inputs and Triggers for Now Assist for Operational Technology Service Management (OTSM)
Now Assist for Operational Technology Service Management (OTSM) leverages generative AI skills to enhance incident management by automating the generation of incident summaries and resolution notes. These skills are enabled by default and are immediately available to users with the appropriate roles within the application. Configuring skill inputs and triggers allows you to control how and when these AI-driven actions occur, improving efficiency and accuracy in managing operational technology incidents.
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Key Features
- Skill Inputs: Define the data sources such as specific tables and fields used by the AI skills. This includes details like short descriptions, work notes, comments, priority, site, equipment model entity, OT device, and OT incident tasks.
- Triggers: Determine the conditions under which the AI skills activate, such as incident state changes that prompt the generation of summaries or resolution notes.
- OT Incident Summarization Skill: Automatically generates summaries for OT incidents using inputs from the OT incident table [snotincident]. It focuses on incident states including New, Work In Progress (WIP), Resolved, and Closed, and requires specific input fields for each state.
- OT Resolution Notes Generation Skill: Produces resolution notes for OT incidents based on similar input fields and is triggered during incident resolution states.
- Default Activation: Both generative AI skills are enabled by default, streamlining adoption and reducing setup complexity for ServiceNow customers managing OT incidents.
Practical Application for ServiceNow Customers
By configuring inputs and triggers for these AI skills, ServiceNow customers can automate key components of OT incident management, such as summarization and resolution documentation. This automation reduces manual effort, improves consistency in incident records, and accelerates incident resolution workflows. Customers can expect enhanced productivity and more accurate incident tracking by leveraging these built-in generative AI capabilities tailored for operational technology environments.
Get a quick overview of the skill inputs and triggers for Now Assist for Operational Technology Service Management (OTSM). By configuring the inputs or triggers for a skill, you can determine how and when a skill is used.
Now Assist for OTSM skill input overview
Depending on the selected skill, you can configure the inputs or triggers. These settings determine how and when a skill is used. An input identifies the data that is used for a skill, such as the table and fields that are used to generate an incident summary. A trigger initiates an action, such as when the system generates Operational Technology (OT) resolution notes.
OT incident summarization skill
The OT incident summarization skill includes the inputs that identify the table and fields that are used when an OT incident summary is generated.
The following table lists the inputs for the OT incident summarization skill.
| Input | Description |
|---|---|
| Input table | OT incident [sn_ot_incident] |
| Input fields |
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| Input template states |
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The following table lists the descriptions for the OT incident summarization skill.
| Description | Mandatory for input state |
|---|---|
| Issue |
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| Key Actions Taken |
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| Resolution |
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| OT incident task |
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OT resolution notes generation skill
The OT resolution notes generation skill includes the inputs that identify the table and fields that are used when the resolution notes are generated for an OT incident.
The following table lists the inputs for the resolution notes generation skill.
| Input | Description |
|---|---|
| Input table | OT Incident [sn_ot_incident] |
| Input fields |
|