Now Assist for Operational Technology Manager (OTM)

  • Release version: Zurich
  • Updated November 7, 2025
  • 2 minutes to read
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    Summary of Now Assist for Operational Technology Manager (OTM)

    Now Assist for Operational Technology Manager (OTM) is a ServiceNow application designed to streamline processes within the Industrial Workspace by leveraging AI capabilities to manage Operational Technology (OT) device data effectively. It integrates generative AI and agentic workflows to help you optimize OT data handling and operational workflows.

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    Configuration and Usage

    • Getting Started: Customers can configure the Now Assist for OTM application to begin using its AI-powered features.
    • AI Capabilities: The application uses generative AI and provides an OTM AI agent collection along with agentic workflows to enhance operational efficiency.

    Availability and Restrictions

    Some AI models and features may not be available to all customers due to geographic and regulatory restrictions, including in-country SKUs, FedRAMP, NSC DOD IL5, Australia IRAP-Protected data centers, self-hosted customers, and certain regulated markets. ServiceNow regularly updates availability status, so customers should consult relevant knowledge base articles for current details.

    Data Processing and Privacy

    • The application transfers data from individual customer instances to centralized ServiceNow environments, potentially in different regions or third-party cloud providers like Microsoft Azure.
    • All data handling complies with ServiceNow’s internal policies and CORE Compliance Portal guidelines.
    • ServiceNow collects inputs, outputs, and edits to improve AI models and technologies; customers have the option to opt out of data collection.

    AI Limitations and Responsibilities

    The AI-powered features are based on machine learning and may not always provide fully accurate or appropriate results. Customers must:

    • Test and evaluate AI outputs for accuracy and suitability.
    • Use human oversight in decision-making, especially in critical areas such as healthcare, finance, legal, security, and infrastructure.
    • Adhere to ServiceNow’s AI Acceptable Use Policy.

    Support and Troubleshooting

    • Access assistance through the ServiceNow Community focused on AI and Intelligence.
    • Search the Known Error Portal for related issues.
    • Contact Customer Service and Support for personalized help.

    Use the Now Assist for Operational Technology Manager (OTM) application to help streamline processes in the Industrial Workspace related to your Operational Technology (OT) device data.

    Get started

    Important:
    • Not all model providers are available for customers with in-country SKUs, and some AI products/features are currently unavailable for in-country customers. For more information, see the KB1584492 article in the Now Support Knowledge Base. Be sure to check for model provider availability updates in future releases.
    • Some AI products/features are currently unavailable for customers in the FedRAMP, NSC DOD IL5, or Australia IRAP-Protected data centers, self-hosted customers, or in other restricted environments. For more information, see the KB0743854 article in the Now Support Knowledge Base. Be sure to check for availability updates in future releases.
    • Some AI products/features are currently available only for customers in some regions. Be sure to check for availability updates in future releases.
    • Some AI products and skills are not available in Regulated Markets. For more information, see KB2593939: Regulated Markets AI Products/Skills Not Available. Be sure to check for availability updates in future releases.

    Troubleshoot and get help

    AI limitations

    This application uses artificial intelligence (AI) and machine learning, which are rapidly evolving fields of study that generate predictions based on patterns in data. As a result, this application may not always produce accurate, complete, or appropriate information. Furthermore, there is no guarantee that this application has been fully trained or tested for your use case. To mitigate these issues, it is your responsibility to test and evaluate your use of this application for accuracy, harm, and appropriateness for your use case, employ human oversight of output, and refrain from relying solely on AI-generated outputs for decision-making purposes. This is especially important if you choose to deploy this application in areas with consequential impacts such as healthcare, finance, legal, employment, security, or infrastructure. You agree to abide by ServiceNow’s AI Acceptable Use Policy, which may be updated by ServiceNow.

    Data processing

    This application requires data to be transferred from ServiceNow customers' individual instances to a centralized ServiceNow environment, which may be located in a different data center region from the one where your instance is, and potentially to a third-party cloud provider, such as Microsoft Azure. This data is handled per ServiceNow's internal policies and procedures, including our policies available through our CORE Compliance Portal.

    Data collection

    ServiceNow collects and uses the inputs, outputs, and edits to outputs of this application to develop and improve ServiceNow technologies including ServiceNow models and AI products. In addition, this application will collect incident data (for Incident Assist and Knowledge Assist) and chat transcripts (for Chat Assist). Customers can opt out of future data collection at any time, as described in the Now Assist Opt-Out page.

    For more information, see the Now Assist documentation.