Use agentic AI in ServiceNow Otto for Integrated Risk Management (IRM)

Release version: Zurich

Updated November 10, 2025

1 minute to read

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)

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 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 AI agents.

Considerations for running the autonomous AI Agents

Important:

By default, all agent workflow and AI agent records are read-only.

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 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.

For information on the standalone ServiceNow Otto for IRM AI agents, see Standalone AI Agents in ServiceNow Otto for Integrated Risk Management (IRM).