ServiceNow Otto for Operational Sustainability

  • Release version: Zurich
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of ServiceNow Otto for Operational Sustainability

    ServiceNow Otto for Operational Sustainability is an application designed to empower sustainability teams by leveraging generative AI capabilities. It automates and streamlines the collection of operational sustainability data, such as metrics from utility bill documents, facilitating accurate and auditable reporting at an enterprise scale. This tool supports sustainability efforts by enhancing data accuracy and efficiency in managing environmental, social, and governance (ESG) information.

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    Key Features

    • Generative AI Skills: Automate extraction and mapping of sustainability metrics from utility invoices using AI-powered skills, reducing manual effort and enhancing data accuracy.
    • Agentic AI: Utilize AI agents either as standalone entities or within workflows to achieve specific automated outcomes related to sustainability data management.
    • Configurable Application: Administrators with the appropriate role can configure the application to enable users to access and use these AI skills within the Operational Sustainability Workspace.
    • Data Collection and Processing: The application transfers data securely to centralized ServiceNow environments and third-party cloud providers following ServiceNow’s compliance policies.
    • Data Usage and Privacy Controls: ServiceNow uses collected data to improve AI models and products, with options for customers to opt out of future data collection to maintain control over their information.

    Important Considerations

    • AI Limitations: As the application relies on AI and machine learning, outputs may not always be fully accurate or appropriate. Customers should apply human oversight and validate results before making decisions.
    • Responsible Use: It is important to adhere to ServiceNow’s AI Acceptable Use Policy and exercise caution when deploying AI in sensitive or high-impact areas like healthcare, finance, or security.

    Getting Started

    • If you have administrative privileges, configure the application to enable generative AI skills for your sustainability teams.
    • Users with the appropriate roles can then automate data extraction from utility bills and map this data to relevant sustainability metrics within the Operational Sustainability Workspace.
    • Leverage agentic AI agents to integrate these capabilities into your workflows for greater automation and productivity.

    Support and Resources

    Customers can access ServiceNow Community forums, Known Error Portal, and Customer Service and Support for additional help. Detailed documentation is available to guide configuration and usage.

    Use the ServiceNow Otto for Operational Sustainability application to empower your sustainability teams with generative AI-powered capabilities to automate and streamline data collection, and confirm accurate, auditable reporting at enterprise scale.

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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.