Now Assist for Operational Technology Service Management (OTSM)

  • Release version: Zurich
  • Updated January 14, 2026
  • 3 minutes to read
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    Summary of Now Assist for Operational Technology Service Management (OTSM)

    The Now Assist for Operational Technology Service Management (OTSM) application enables users to summarize Operational Technology (OT) incident information and generate incident resolution notes, facilitating quicker resolutions through enhanced contextual understanding.

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    Key Features

    • Generative AI Capabilities: Utilize AI-driven features for summarizing incidents and generating resolutions.
    • OTSM AI Agent Collection: Access a collection of AI agents designed for operational technology tasks.
    • Agentic Workflows: Implement workflows that leverage AI capabilities for improved efficiency.
    • Configuration: Configure the application to suit your operational needs and start utilizing its features.
    • Regional Availability: Be aware that certain features may not be available in specific regions or under certain regulatory conditions.

    Key Outcomes

    By using Now Assist for OTSM, customers can expect to streamline their incident management processes, reduce resolution times, and improve overall operational efficiency. However, users should remain mindful of AI limitations, ensuring human oversight and thorough evaluation of outputs, particularly in critical areas such as healthcare and finance. Additionally, data processing practices require customers to understand data transfer policies and have the option to opt-out of data collection.

    Use the Now Assist for Operational Technology Service Management (OTSM) application to summarize the Operational Technology (OT) incident information and generate incident resolution notes. You can enable your users to understand the context so that they can implement quicker resolutions.

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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.