ServiceNow Otto for Security Incident Response (SIR)

  • Release version: Australia
  • Updated March 12, 2026
  • 3 minutes to read
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    Summary of ServiceNow Otto for Security Incident Response (SIR)

    ServiceNow Otto for Security Incident Response (SIR) enhances security operations by integrating intelligent workflows and generative AI capabilities into the incident resolution process. It enables security analysts to expedite incident handling and helps security managers quickly review incident contexts, closure notes, post-incident analysis, and recommended remediation actions in an accessible format.

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    ServiceNow Otto is the conversational AI platform embedded within ServiceNow workflows. It supports multimodal interactions across web, mobile, and messaging channels and enables autonomous orchestration across multiple systems.

    Key Features

    • AI-Driven Incident Resolution: Utilizes intelligent workflows and generative AI skills to assist analysts in resolving security incidents effectively.
    • Concise Incident Summaries: Provides security managers with clear, easy-to-read summaries and closure notes for rapid review.
    • Post-Incident Analysis and Remediation: Offers detailed analysis and recommended remediation steps to improve security posture.
    • ServiceNow AI Platform Licensing Tiers: Includes Foundation (basic AI insights), Advanced (productivity enhancements), and Prime (autonomous AI actions and custom AI creation) tiers to tailor capabilities to organizational needs.
    • Multichannel Support: Enables interactions through web, mobile, and messaging platforms for flexible agent and analyst engagement.
    • Data Handling and Privacy: Data from customer instances may be transferred to centralized ServiceNow environments or third-party cloud providers under strict compliance policies. Customers can opt out of data collection used for AI model improvement.

    Important Considerations

    • Availability of AI models and features varies by region, data center environment, and regulatory compliance (e.g., FedRAMP, NSC DOD IL5, Australia IRAP-Protected, Regulated Markets).
    • Customers must verify the availability of AI capabilities in their environment and review ServiceNow Knowledge Base articles for updates.
    • AI-generated outputs require human oversight to ensure accuracy and appropriateness, especially in sensitive or high-impact use cases.
    • Compliance with ServiceNow’s AI Acceptable Use Policy is mandatory.

    Getting Started and Support

    • Customers can explore, configure, and manage ServiceNow Otto for SIR skills to tailor incident response workflows.
    • Resources such as the Security Operations Resource Library, community forums, Known Error Portal, and ServiceNow Customer Service and Support are available for troubleshooting and assistance.

    With ServiceNow Otto for Security Incident Response (SIR), security analysts can use intelligent workflows and ServiceNow generative AI skills to help them resolve security incidents. Security managers can review the context of security incidents and closure notes quickly in a concise, easy-to-read format, view post-incident analysis data, and see recommended remediation steps.

    Now Assist > ServiceNow Otto announcement

    Now Assist introduced AI on the platform. As that experience has evolved, there's a new name for the experience. ServiceNow Otto® is the conversational AI platform integrated into ServiceNow workflows. It provides agentic capabilities, supports multimodal interactions across web, mobile, and messaging channels, and enables autonomous orchestration for cross-system workflows.

    Get started

    The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:
    • Foundation: AI basics to deliver insights
    • Advanced: AI to boost productivity across relevant use cases
    • Prime: Act autonomously with all AI assets, and create your own
    For more information, see ServiceNow product tiers.
    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 data from security incidents, incidents, change requests, problems, and vulnerable items. Customers can opt out of future data collection at any time, as described in the Now Assist Opt-Out page.

    For more information, see AI Admin Hub.