Use agentic AI in ServiceNow Otto for Integrated Risk Management (IRM)
Summarize
Summary of Use agentic AI in ServiceNow Otto for Integrated Risk Management (IRM)
ServiceNow Otto for Integrated Risk Management (IRM) enables customers to use agentic AI workflows and standalone AI agents to automate specific risk management outcomes. These AI capabilities leverage large language models (LLMs) integrated within the Now Assist platform, providing flexible options for automating tasks in IRM processes.
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Key Features
- Supported Large Language Models (LLM): Customers can select from Now LLM Service, Now LLM Long Term Stable models (LTS), Azure OpenAI, Google Gemini, or Anthropic Claude on AWS as AI providers. Configuration and skill-level preferences are managed via AI Control Tower and AI Admin Hub consoles.
- Security Controls and Implementation: AI agents and workflows operate with strict access control lists (ACLs) and user identities to ensure secure execution. The Run As capability allows agents to perform actions dynamically as specific users or AI users, safeguarding sensitive IRM data.
- Autonomous AI Agents Activation: By default, AI agent workflows are read-only. To enable autonomous operation, customers must duplicate and activate the agentic workflow, all agents within it, and configure unique triggers for automatic invocation. Manual invocation is also supported without activating triggers.
- Azure OpenAI Recommendation: For ServiceNow Otto IRM agentic workflows, Azure OpenAI is the recommended AI model provider, ensuring optimal performance and integration.
- Standalone AI Agents: ServiceNow Otto includes AI agents that can be used outside of workflows. Customers can discover installed agents within their instance or explore additional agents via the AI Agent Marketplace in the ServiceNow Store.
Practical Benefits for ServiceNow Customers
Implementing agentic AI within ServiceNow Otto for IRM automates complex risk management tasks securely and efficiently. Customers gain flexibility in choosing AI models and controlling agent execution through ACLs, enhancing compliance and operational agility. The ability to run AI agents autonomously or manually allows tailored automation strategies, while access to standalone agents expands the scope of AI-driven risk management capabilities.
Use agents within an agentic workflow or as standalone agents to achieve specific automated outcomes.
Find information such as the large language models (LLM) supported in Now Assist and security controls that are important considerations for using agentic AI.
For more information on language support, see Multilingual service for Now Assist and Multilingual support for ServiceNow generative AI products.
Supported large language models (LLM)
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You can use Now LLM Service, Now LLM Long Term Stable models (LTS), Azure OpenAI, Google Gemini or Anthropic Claude on AWS as the AI model provider for all Now Assist skills and AI agents. Use the Configuration Controls in AI Control Tower to define which options are available, then set the skill-level preferences in the AI Admin Hub console. For more information, see Large language models on the ServiceNow AI Platform®.
- For the Now LLM Service updates, see Now LLM Service updates.
Security implementation considerations
Enable security implementation to execute AI agents and agentic workflows through access control lists (ACLs) and user identities. ACLs provide the Run As capability to let agents and agentic workflows execute actions either as a dynamic user or as an AI user. For more information, see Implement access control in Now Assist AI agents.
Considerations for running the autonomous AI Agents
To run the AI agents autonomously, you must first duplicate the agentic workflow, and then proceed with the following steps:
- Activate the agentic workflow.
- Activate all agents within the agentic workflow.
- Activate the trigger to invoke the agentic workflow automatically. The triggers for each agentic workflow must be unique. If you prefer to invoke it manually, activating the trigger isn’t necessary.
- Azure OpenAI is recommended for ServiceNow Otto for IRM agentic workflows.
Standalone AI agents
- There might be AI agents installed with the Now Assist application that are not used in agentic workflows. To learn how to see all agents that are available on your instance, see Find AI agents.
- To find agents that might not be installed on your instance, visit the AI Agent Marketplace on the ServiceNow Store.