Use agentic AI for Now Assist for Operational Technology Manager (OTM)

  • Release version: Zurich
  • Updated November 21, 2025
  • 2 minutes to read
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    Summary of Use agentic AI for Now Assist for Operational Technology Manager (OTM)

    The Operational Technology Manager (OTM) AI agent within ServiceNow’s Now Assist enables autonomous task completion through agentic workflows. This feature is designed to streamline the management and import of OT device data into the Configuration Management Database (CMDB), enhancing operational efficiency for OT managers.

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    Key Features

    • Agentic Workflows for OTM: Includes workflows like “Import OT device spreadsheet into OT CMDB” that allow you to import device inventory spreadsheets, map data to OT staging tables, validate and remediate records, and import validated data into the CMDB.
    • AI Agents: The AI agents automate tasks such as Excel import and data validation within these workflows.
    • Generative AI Model Support: Supports Now LLM Service, Azure OpenAI, Google Gemini, and Anthropic Claude on AWS as AI model providers, configurable through AI Control Tower and Now Assist Admin console.
    • Security Controls: Execution of AI agents and workflows is governed by Access Control Lists (ACLs), user identity authentication, and role masking to manage privileges securely.
    • Activation Requirements: To run AI agents autonomously, duplicate and activate the agentic workflow, activate all included agents, and set unique triggers for automatic invocation. Manual invocation is also supported without trigger activation.
    • Standalone AI Agents: Some AI agents are available independently of workflows and can be found via the Now Assist application or the AI Agent Marketplace on the ServiceNow Store.

    Practical Application for ServiceNow Customers

    ServiceNow customers using OTM can leverage these agentic AI capabilities to automate the import and maintenance of OT device data, reducing manual errors and administrative overhead. The security features ensure that only authorized users and roles can execute these automated workflows, maintaining compliance and data integrity. Customers can customize AI model preferences and control workflow triggers to fit operational needs.

    By implementing these agentic AI workflows, OT managers can expect faster, more accurate updates to their OT CMDB, facilitating better asset management and operational decision-making.

    Use the Operational Technology Manager (OTM) AI agent within an agentic workflow to complete tasks autonomously.

    Table 1. Table 1. Available agentic workflows for OTM AI agent collection
    Agentic workflow name Description Available AI agents
    Import OT device spreadsheet into OT CMDB With the Import OT device spreadsheet into OT CMDB agentic workflow, you can do the following:
    • Import the device inventory spreadsheet and map data to the OT staging table
    • Validate OT staging table records, remediate invalid records, and import all validated records into the Configuration Management Database (CMDB)
    		 OT Excel import task AI agent
    Important:
    Some generative AI skills, AI agents, and agentic workflows are turned on by default. For more information, see Now Assist skills, agents, and agentic workflows on by default.

    Supported Large Language Models

    Note:

    You can use Now LLM Service, Azure OpenAI, Google Gemini or Anthropic Claude on AWS as the AI model provider for all generative AI skills and AI agents. Use the Configuration Controls in AI Control Tower to define which options are available, then set the skill-level preferences in the Now Assist Admin console. For more information, see Large language models on the ServiceNow AI Platform®.

    Security implementation considerations

    Enable security implementation to execute AI agents and agentic workflows through Access Control Lists (ACLs) and user identities. For more information, see Implement access control in Now Assist AI agents

    Considerations for running the autonomous AI agents

    Important:
    By default, all agent workflow and AI agent records are read-only.

    To run the AI agents autonomously, you must first duplicate the agentic workflow, and then proceed with the following steps:

    • Activate the agentic workflow.
    • Activate all agents within the agentic workflow.
    • Activate the trigger to invoke the agentic workflow automatically. The triggers for each agentic workflow must be unique. If you prefer to invoke it manually, activating the trigger isn’t necessary.

    Standalone AI agents

    Looking for an AI agent?
    • There might be AI agents installed with the Now Assist application that are not used in agentic workflows. To learn how to see all agents that are available on your instance, see Find AI agents.
    • To find agents that might not be installed on your instance, visit the AI Agent Marketplace on the ServiceNow Store.

    Role masking

    Role masking enables users to limit the roles and privileges of agentic workflows during tool execution. Agentic workflows and their AI agents that get installed with Now Assist applications are assigned pre-defined roles. If you select Users with specific roles for user access, you must configure the security controls to include these roles. Data access settings must also include these roles. For the instructions to change the security controls, see Define security controls for an agentic workflow.