Activate AI skills in ServiceNow Otto for IT Operations Management (ITOM)

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

    • You can activate the AI skills for use in ServiceNow Otto for IT Operations Management (ITOM).

    Before you begin

    Before activating the AI skills, you must install the ServiceNow Otto for IT Operations Management (ITOM) plugin. For more information, see Install the ServiceNow Otto for IT Operations Management (ITOM) plugin.

    Role required: admin

    About this task

    Activate the AI skills in the ServiceNow Otto for IT Operations Management (ITOM) plugin to enable generative AI on your instance.

    Procedure

    1. Navigate to All > AI Admin > Skills.

      If you’re already in the AI Admin Hub console, select the AI Skills tab.

    2. On the navigation panel, select Technology > ITOM to review the skill set.

      Toggle between the list and grid layouts for optimum viewing experience.

    3. Select Activate skill.

      After configuring a step, select Save and continue to go to the next step. Return to a previous step by selecting Back.

    4. Choose where to display AI skills.

      You can choose where to display AI skills. You can enable both In-product desktop and the ServiceNow Otto panel. For every display option, you can select the roles to whom the AI skills will be displayed.

      1. Navigate to Select display.
      2. Select where you'd like to display the skill by selecting the Display toggle to turn on the display.
      3. Select Save and test.