Install ServiceNow Otto AI agents

  • Release version: Zurich
  • Updated July 31, 2025
  • 1 minute to read

    • Install ServiceNow Otto AI agents on your ServiceNow instance to enable the agentic AI experience.

    Before you begin

    To get started with AI agents, you must have:

    • License requirements: A ServiceNow Otto Pro Plus or Enterprise Plus license.
      Note:
      A ServiceNow Otto License is required. ServiceNow Otto AI Agents is available to all users who have ServiceNow Otto.
    • Instance requirements: An instance on Zurich Patch 2 or later.
    • Application requirements: The following store applications and all the dependency applications must be installed and updated:
      • ServiceNow Otto for IT or HRSD (or other workflows).
        Note:
        ServiceNow Otto AI agents aren’t standalone applications that you can install directly. To enable AI agents on your instance, you must install and activate other ServiceNow Otto applications that include AI agents, such as ServiceNow Otto for IT Service Management (ITSM) or ServiceNow Otto for Customer Service Management (CSM).
      • ServiceNow Otto AI Agents store application
    • AI Search enabled on your instance.
    • The ServiceNow Otto panel must be turned on.
      Note:
      You can access AI agents in the ServiceNow Otto panel. To enable the ServiceNow Otto panel, see Turn on the ServiceNow Otto panel.

    Role required: sn_aia.admin

    Procedure

    1. Navigate to All > System Definition > Plugins.
    2. Search for and select a ServiceNow Otto application, such as ServiceNow Otto for IT Service Management (ITSM) or Now Assist for Platform.
    3. Select Install.

    Result

    AI agents associated with the ServiceNow Otto application are installed on your instance.

    What to do next

    Assign the admin role
    Add the role sn_aia.admin to the user who will administer the AI Agent Studio, and then navigate to All > AI Agent Studio > Overview.
    Access the AI Agent Studio
    Navigate to All > AI Agent Studio > Overview in the AI Agent Studio application navigator where you can create and manage AI agents and agentic workflows.