---
sourceDocument: Zurich Field Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/field-service-management

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Field Service Management

ft:clusterId :

    - fsm

bundleId :

    - fsm

workflow :

    - Customer and Industry


---

# Use agentic AI in FSM

# Using agentic AI in ServiceNow Otto for Field Service Management (FSM) {#ariaid-title1}

* Release version: Zurich
* 
* Updated February 23, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Use the AI agent collection for Field Service Management to create work orders and manage parts on the platform or the ServiceNow Agent application.
{#fsm-ai-agent-use-cases__table_xt1_lth_l2c__entry__2}

| AI agents | Description |
|-|-|
| Create work order | Creates a work order using text or an image. The AI agent can be accessed on the platform or on the ServiceNow Agent mobile application. |
| Parts Manager | Tracks and validates parts usage when closing work order tasks. Field technicians use conversational AI to swap, install, or decline required parts. The AI agent can be accessed on the platform or on the ServiceNow Agent mobile application. |
[Table 1. Available AI agents for Field Service Management]

{#fsm-ai-agent-use-cases__table_xt1_lth_l2c}

To install and set up AI agents on your instance, see and .  
Note:  
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 .

Enable security implementation to execute AI agents and agentic workflows through Access Control Lists (ACLs) and user identities. For more information, see .  
Important:  
By default, all agentic workflows and AI agent records are read only.

Agentic workflows and their AI agents use role masking to determine which users can access them. Ones installed with your applications have specific roles that come included with the application. If you select Users with specific roles for user access, you must configure the security controls to include these roles. For the instructions to change the security controls, see Define security controls for an agentic workflow.

There might be AI agents installed on your instance that are not used in agentic workflows. To learn how to see all agents that are available to you, see Find AI agents.