ServiceNow Otto for Field Service Management (FSM)

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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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 Field Service Management (FSM)

    ServiceNow Otto for Field Service Management (FSM) is an application designed to enhance work order task summarization using generative AI capabilities. It enables users to quickly generate detailed notes for work order tasks, improving efficiency and accuracy in documenting field service activities. The current release version is Yokohama, updated as of January 30, 2025.

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    Key Features

    • Work Order Task Summarization: Users can create comprehensive task summaries rapidly, facilitating better record-keeping and communication.
    • Generative AI Integration: The application leverages AI to assist in generating content, streamlining the note-taking process for field service personnel.
    • Configurable Setup: Customers can configure the application to suit their specific workflows and requirements.

    Considerations and Limitations

    • Model Provider Availability: Not all AI model providers are available in all geographic regions or data center environments, including in-country SKUs, FedRAMP, NSC DOD IL5, and Australia IRAP-Protected data centers.
    • Regulatory Restrictions: Some AI features are restricted in regulated markets and certain regions, with ongoing updates expected in future releases.
    • AI Output Limitations: As AI-generated content may not always be accurate or complete, customers are advised to apply human oversight and avoid sole reliance on AI for critical decision-making, especially in high-impact sectors such as healthcare, finance, legal, and security.

    Data Processing and Privacy

    The application processes data by transferring it from customers’ ServiceNow instances to a centralized ServiceNow environment, which may involve third-party cloud providers like Microsoft Azure. Data handling complies with ServiceNow’s internal policies and compliance standards.

    ServiceNow collects inputs, outputs, and user edits from the application to improve AI technologies. Customers have the option to opt out of data collection through the Now Assist Opt-Out page.

    Support and Resources

    • Access to ServiceNow Community and AI & Intelligence forums for troubleshooting.
    • Known Error Portal for documented issues.
    • Customer Service and Support for direct assistance.

    Use the ServiceNow® ServiceNow Otto for Field Service Management (FSM) application to summarize work order tasks. You can enable users to generate work order task summaries so that they can create notes faster and with more detail.

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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.
    Important:
    Some Now Assist products/features are currently available only for customers in some regions. 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 task data (for Case 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.