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)

    The Now Assist for Operational Technology Manager (OTM) application is designed to optimize processes within the Industrial Workspace by managing Operational Technology (OT) device data. It leverages generative AI capabilities to enhance operational efficiency and streamline workflows.

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    Key Features

    • Configuration: Set up the application to tailor it to your operational needs.
    • AI Capabilities: Utilize AI functions through the OTM AI agent collection and agentic workflows to improve decision-making processes.
    • Data Processing: Note that data may be transferred to a centralized ServiceNow environment or third-party providers, adhering to ServiceNow’s compliance policies.
    • Limitations: While the application uses AI and machine learning, users should be aware of its limitations in accuracy and ensure human oversight of outputs.

    Key Outcomes

    By adopting Now Assist for OTM, customers can expect streamlined operational processes, enhanced data management, and improved productivity through AI-driven insights. It is crucial to stay updated on model provider availability and product features, especially for customers in regulated markets or specific regions.

    For support, users can access the ServiceNow Community, search the Known Error Portal, or contact Customer Service and Support as needed.

    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.

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    Important:
    • Not all model providers are available for customers with in-country SKUs, and some Now Assist 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 Now Assist 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 Now Assist 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.

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    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.