ServiceNow Otto for Configuration Management Database (CMDB)
Summarize
Summary of ServiceNow Otto for Configuration Management Database (CMDB)
ServiceNow Otto for Configuration Management Database (CMDB) is a solution designed to enhance the quality and usability of CMDB data within the ServiceNow platform. It helps customers quickly search the CMDB, identify and resolve issues with Service Graph Connector import sets, and streamline various CMDB-related processes. This tool leverages artificial intelligence (AI) and agentic workflows to accelerate problem resolution and improve data accuracy.
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Key Features
- Data Quality Improvement: Enhances the accuracy and reliability of CMDB data.
- Efficient Search: Enables fast and effective searching across CMDB records.
- Issue Remediation: Identifies and helps fix problems in Service Graph Connector import sets.
- AI-Driven Skills and Workflows: Provides concise summaries of key configuration item (CI) data and automates deduplication and other maintenance tasks using AI agentic workflows.
- Multiple AI Model Providers: Supports Now LLM Service, Azure OpenAI, Google Gemini, and Anthropic Claude on AWS for generative AI capabilities, configurable via AI Control Tower and AI Admin Hub.
Important Considerations
- Not all AI models or features are available in all regions or for customers with specific regulatory or compliance requirements (e.g., FedRAMP, NSC DOD IL5, Australia IRAP-Protected environments, self-hosted customers).
- Customers should regularly check ServiceNow Knowledge Base articles for updates on AI model availability and feature accessibility.
- AI outputs may not always be fully accurate or appropriate; customers must validate results and exercise human oversight, particularly in sensitive domains such as healthcare, finance, legal, security, or infrastructure.
- Use of this application involves data transfer from individual customer instances to centralized ServiceNow environments, potentially across different data center regions or third-party cloud providers (e.g., Microsoft Azure), managed under ServiceNow’s internal policies and compliance frameworks.
- ServiceNow collects input, output, and edit data from this application to improve AI models and products; customers can opt out of data collection as described in the Now Assist Opt-Out documentation.
Getting Help and Support
Customers can access support resources through the ServiceNow Community, Known Error Portal, and Customer Service and Support channels to troubleshoot issues or ask questions related to ServiceNow Otto for CMDB.
Use ServiceNow® ServiceNow Otto for Configuration Management Database (CMDB) to improve the quality of CMDB data, search the CMDB quickly, find and remedy issues with Service Graph Connector import sets, and several other processes.
Get started
- Not all model providers are available for customers with in-country SKUs, and some AI 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 AI 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 AI 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.
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 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.
Available LLMs
You can use Now LLM Service, Azure OpenAI, Google Gemini or Anthropic Claude on AWS as the AI model provider for all generative AI 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®.
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.