ServiceNow Otto for Sourcing and Procurement Operations (SPO)

  • Release version: Yokohama
  • Updated January 30, 2025
  • 3 minutes to read
    • Summarize
    Summarized using AI
    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 Sourcing and Procurement Operations (SPO)

    ServiceNow Otto for Sourcing and Procurement Operations (SPO) is an application designed to assist requesters through a conversational experience to address their procurement needs effectively. It leverages generative AI capabilities to enhance sourcing and procurement operations, streamlining workflows and improving user interaction.

    Show full answer Show less

    Configuration and Usage

    Customers can configure the SPO application to begin utilizing its AI-powered features. The application supports various AI agents and agentic workflows specifically tailored for sourcing and procurement tasks. Configuration controls in the AI Control Tower allow administrators to select which AI model providers and options are available, while skill-level preferences can be managed via the AI Admin Hub console.

    Supported AI Models

    The application supports multiple large language models (LLMs) including Now LLM Service, Now LLM Long Term Stable models (LTS), Azure OpenAI, Google Gemini, and Anthropic Claude on AWS. This flexibility enables customers to choose the AI model provider that best fits their operational requirements and compliance needs.

    Availability and Restrictions

    • Not all AI model providers and Now Assist features are available for customers in certain in-country SKUs, regulated markets, or restricted environments such as FedRAMP, NSC DOD IL5, or Australia IRAP-Protected data centers.
    • ServiceNow regularly updates availability, so customers should monitor release notes and knowledge base articles for current information.

    AI Limitations and Responsible Use

    The SPO application’s AI capabilities are based on evolving technologies that may not always provide fully accurate or complete outputs. Customers are responsible for validating AI-generated results through human oversight before relying on them for critical decision-making, especially in sensitive domains like healthcare, finance, or security. Compliance with ServiceNow’s AI Acceptable Use Policy is required.

    Data Processing and Privacy

    Using the SPO application involves transferring data from customer instances to centralized ServiceNow environments, which may reside in different geographic regions or third-party cloud providers such as Microsoft Azure. ServiceNow manages this data in accordance with internal policies and compliance standards, detailed in the CORE Compliance Portal.

    Data Collection and Opt-Out

    ServiceNow collects inputs, outputs, and edits related to this application to improve AI models and products. Customers may opt out of future data collection at any time through the Now Assist Opt-Out mechanism described in the documentation.

    Support and Troubleshooting

    Customers can access help through the ServiceNow Community on AI and Intelligence, consult the Known Error Portal for known issues, or contact ServiceNow Customer Service and Support for assistance.

    Use the ServiceNow® ServiceNow Otto for Sourcing and Procurement Operations (SPO) application to guide your requesters through a conversation-like experience for their procurement needs.

    Get started

    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.

    Supported LLMs for ServiceNow Otto for Sourcing and Procurement Operations (SPO)

    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®.

    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. 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.