ServiceNow Otto for Operational Sustainability (formerly ESG)

  • Release version: Yokohama
  • Updated September 4, 2025
  • 2 minutes to read
    • Summarize
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    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of ServiceNow Otto for Operational Sustainability (formerly ESG)

    ServiceNow Otto for Operational Sustainability is an AI-powered application designed to help sustainability teams automate and streamline the collection of operational sustainability data, specifically from utility bill documents. It enables accurate, auditable reporting at an enterprise scale by leveraging generative AI capabilities within the ServiceNow platform.

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    Key Features

    • Generative AI Skills: Automate data extraction from utility invoices and map this data to defined sustainability metrics and entities.
    • Operational Sustainability Workspace: Provides a configured environment where users can interact with AI-driven sustainability tools.
    • AI Agentic Workflows: Facilitate automated operational sustainability management processes using intelligent workflows.
    • Configurable Setup: Administrators can configure the application to enable users with the necessary roles to access and use these AI capabilities effectively.
    • Data Handling and Privacy: Data is transferred securely to centralized ServiceNow environments and third-party cloud providers, handled under ServiceNow’s compliance policies. Customers have control over data collection opt-out options.

    Important Considerations

    • The application uses AI and machine learning, which may not always produce fully accurate or complete results; human oversight and validation are recommended, especially in sensitive or high-impact areas.
    • Users must comply with ServiceNow’s AI Acceptable Use Policy and evaluate the outputs carefully before making decisions.
    • Data inputs, outputs, and edits generated by the application are collected by ServiceNow to improve AI models and products, with customer opt-out options available.

    Getting Started

    • Administrators with the admin role should configure the application to enable generative AI skills in the Operational Sustainability Workspace.
    • Users assigned the snesggenai.docinteluser role can utilize the AI-driven skills to automate metric extraction from utility bills and map them accurately to sustainability metrics.
    • Support resources include the ServiceNow Community, Known Error Portal, and Customer Service and Support for assistance with AI capabilities and troubleshooting.

    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.