Use agentic AI in ServiceNow Otto for ITOM

  • Release version: Zurich
  • Updated March 12, 2026
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Use agentic AI in ServiceNow Otto for ITOM

    ServiceNow Otto for IT Operations Management (ITOM) integrates agentic AI workflows to automate and enhance IT operations tasks. These workflows use AI agents to autonomously triage, analyze, and manage alerts, assess change impacts, diagnose issues, and handle certificate renewals. This automation improves operational efficiency and helps IT teams respond faster and more accurately to incidents and changes.

    Show full answer Show less

    Key Features

    • Agentic Workflows: Multiple workflows such as alert triage and analysis, alert impact investigation, diagnostic analysis with Agent Client Collector (ACC), change impact analysis, certificate renewal, alert grouping recommendations, and autonomous alert management.
    • AI Agents: Specialized AI agents support tasks including alert handling, alert analysis, pattern detection, alert verification, impact summarization, and observability data retrieval.
    • Generative AI Integration: Use generative AI models from providers like Now LLM Service, Azure OpenAI, Google Gemini, or Anthropic Claude on AWS for enhanced AI capabilities.
    • Security Controls: Access Control Lists (ACLs) and user identity management secure AI agent operations, configurable in AI Agent Studio.
    • AI Configuration Management: Configure AI model providers and skill preferences via AI Control Tower and AI Admin Hub to tailor AI behavior to your environment.

    Practical Use and Benefits

    • Faster Alert Resolution: Automate alert triage to update assignments, detect recurring issues, and filter noise, enabling quicker, accurate responses.
    • Improved Diagnostics: Use ACC diagnostic workflows to analyze errors and agent behavior effectively without manual log inspection.
    • Impact Analysis: Assess potential impacts of change requests on infrastructure and services to inform decision-making and reduce risk.
    • Proactive Certificate Management: Identify and renew expiring TLS certificates automatically, reducing downtime risks.
    • Autonomous Alert Management: AI-driven investigation and summarization of alerts store structured insights for ongoing operational improvements.
    • Discovery Gap Identification: Pattern diagnostic workflows assist in finding and resolving missing configuration item attributes, streamlining discovery processes.

    Getting Started

    Some AI agents, skills, and workflows are enabled by default, simplifying initial use. Check installed AI agents and configure security settings to control user access and permissions. Adjust AI model providers and preferences to optimize AI performance in your ITOM environment.

    Use the IT Operations Management (ITOM) agentic workflows to complete tasks autonomously.

    Table 1. Available agentic workflows for ITOM AI agent collection
    Agentic workflow name Description Available AI agents
    Triage and analyze alerts Triages alerts by updating assignments, analyzing alerts, detecting recurring patterns, and differentiating between noise and real alerts.
    • Alert handling AI Agent
    • Alert analysis AI agent
    • Alert history analysis AI agent
    • Related incidents analysis AI agent
    • Alert verification AI agent
    Agent Client Collector (ACC) Diagnostic Workflow Displays error analysis created by generative AI. Error analyses enable asking questions on a specific agent's error or error code. Agent Client Collector (ACC) Diagnostic
    Analyze alert impact Investigates an alert and gives you the context that you need to respond efficiently.
    • Alert impact summary AI agent
    • Alert information retrieval AI agent
    • Observability agents

    For details about observability agents, see Configure observability agents for ServiceNow Otto.
    Analyze potential impact Analyzes the potential impact of a change request on relevant servers and suggested services. Analyze Potential Impact
    TLS Certificate renewal View all certificates about to expire and renew then automatically all at once.
    Alert grouping recommendations Provides tag-based group recommendations for selected alerts. Alert grouping recommendations AI agent
    Manage alerts autonomously Investigates alerts, summarizes alert-related reports, and stores structured insights with key findings in the AI Agent Insight table. Manage alerts AI agent
    Important:
    Some generative AI skills, AI agents, and agentic workflows are turned on by default. For more information, see AI agents, skills, and agentic workflows on by default.

    AI model providers

    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®.

    Security

    Enable security settings to run AI agents and agentic workflows using Access Control Lists (ACLs) and user identities. You can configure and manage the ACLs in AI Agent Studio. See Implement access control in AI agents for more information.

    Installed 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.

    Visit the following links to learn about the ServiceNow Otto for ITOM agentic workflows.