Now Assist for Operational Technology Service Management (OTSM) release notes
Summarize
Summary of Now Assist for Operational Technology Service Management (OTSM) Release Notes
The ServiceNow® Now Assist for Operational Technology Service Management (OTSM) application, introduced in the Australia release, assists users in summarizing Operational Technology (OT) incident information and generating incident resolution notes efficiently.
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Key Features
- OT Incident Context Summarization: Quickly understand OT incident details with the OT incident summarization skill.
- Automatic Resolution Notes: Save time by automatically updating resolution notes for OT incidents using the Generate resolution notes UI action.
- KB Article Generation: Automatically create a Knowledge Base (KB) article upon resolving an OT incident through an agentic workflow, including essential information like site, OT device, and equipment model.
- User Interface Enhancements: New UI actions for summarizing incidents and generating resolution notes have been added to OT incident records in the Industrial Workspace.
Key Outcomes
By utilizing Now Assist for OTSM, customers can streamline incident management processes, reduce response times, and enhance documentation accuracy. This application is available for installation via the ServiceNow Store, enabling users to leverage its features effectively for managing OT incidents.
The ServiceNow® Now Assist for Operational Technology Service Management (OTSM) application enables you to summarize Operational Technology (OT) incident information and generate incident resolution notes. Now Assist for OTSM is a new application in the Australia release.
Now Assist for OTSM highlights for the Australia release
- Quickly understand the OT incident context and respond to user inquiries by using the OT incident summarization skill.
- Help save time by automatically updating the resolution notes for an OT incident.
- Generate a KB article when an OT incident is resolved by using an agentic workflow.
See Now Assist for Operational Technology Service Management (OTSM) for more information.
Now Assist for OTSM features
- Early Availability
- Summarize an Operational Technology incident by using Now Assist for Operational Technology Service Management (OTSM)
- Automatically summarize an OT incident using the Summarize UI action to produce a concise summary of the incident.
- Generate resolution notes for an Operational Technology incident
- Automatically generate resolution notes for an OT incident using the Generate resolution notes UI action to produce a concise summary of the incident.
- Generate OT KB articles agentic workflow
- Automatically generate a KB article for an OT incident when the state of the incident is set to Resolved. The article contains the following information:
- Site
- OT Device
- Equipment model entity
- Summarization
- Resolution notes
- KB Base
- Author
UI changes
- Australia
- Summarize UI action
- The Summarize UI action was added to OT incident records in the Industrial Workspace so you can automatically summarize the incident details.
- Generate resolution notes UI action
- The Generate resolution notes UI action was added to OT incident records in the Industrial Workspace so you can generate resolution notes after the incident state is set to Resolved.Note:This UI action appears after the OT incident state is set to Resolved.
Activation information
Install Now Assist for OTSM by requesting it from the ServiceNow Store. Visit the ServiceNow Store to view all the available apps, and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.
Plugin information
- New plugins
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The following plugins are new in Australia:
Now Assist for OTSM (com.sn_otsm_gen_ai): Contains the features, AI agents, and agentic workflows for Now Assist for OTSM.