ServiceNow Otto for IT Operations Management (ITOM)
Summarize
Summary of ServiceNow Otto for IT Operations Management (ITOM)
ServiceNow Otto for IT Operations Management (ITOM) is an AI-driven application designed to enhance alert analysis in Event Management. It provides both human-readable summaries and detailed technical information to help IT teams investigate alerts more effectively. This application supports generative AI and agentic AI workflows to automate and improve IT operations.
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Key Features
- Alert Analysis: Automatically analyzes tag-based, rule-based, and Log Analytics alert groups, providing insights for faster issue resolution. For other alert types, it analyzes the parent alert only.
- Generative AI and Agentic AI: Utilizes AI models from providers like Now LLM Service, Azure OpenAI, Google Gemini, and Anthropic Claude on AWS. Configuration options allow control over AI model usage and skill-level preferences.
- Configuration Controls: Admins can define which AI options and skills are available using AI Control Tower and AI Admin Hub console.
- Data Handling and Privacy: Alerts and related data are transferred securely to centralized ServiceNow environments or third-party cloud providers such as Microsoft Azure, following ServiceNow’s internal policies and compliance standards.
Important Considerations
- Not all AI models and features are available in all regions or environments, including customers with in-country SKUs, FedRAMP, NSC DOD IL5, Australia IRAP-Protected data centers, and self-hosted environments.
- This application should not be used for critical security alerts due to AI limitations.
- AI-generated outputs should be reviewed with human oversight; they may not always be accurate or complete, especially in high-impact domains such as healthcare, finance, or security.
- Customers can opt out of data collection used to improve ServiceNow AI technologies.
Dependencies and Support
- Refer to the list of plugin dependencies to ensure proper installation and configuration.
- For troubleshooting and assistance, customers can access the ServiceNow Community on AI and Intelligence, Known Error Portal, and Customer Service and Support.
Practical Impact for ServiceNow Customers
ServiceNow Otto for ITOM enables IT teams to better manage and investigate operational alerts by leveraging advanced AI capabilities. This results in more efficient incident response and improved operational visibility. Customers should configure the application according to their environment and regulatory requirements, monitor AI outputs carefully, and understand data privacy implications. This solution is particularly valuable for organizations seeking to augment their ITOM processes with AI-driven insights while maintaining compliance and control.
Use the ServiceNow® ServiceNow Otto for IT Operations Management (ITOM) application to analyze alerts in Event Management. Alert analyses include a human-readable brief of the alert and technical information to help you investigate the alert more effectively.
Get started
- Not all model providers are available for customers with in-country SKUs, and some AI products/features are currently unavailable for in-country customers. For more information, see the KB1584492 article in the Now Support Knowledge Base. Be sure to check for model provider availability updates in future releases.
- Some AI products/features are currently unavailable for customers in the FedRAMP, NSC DOD IL5, or Australia IRAP-Protected data centers, self-hosted customers, or in other restricted environments. For more information, see the KB0743854 article in the Now Support Knowledge Base. Be sure to check for availability updates in future releases.
- Some AI products/features are currently available only for customers in some regions. Be sure to check for availability updates in future releases.
- Some AI products and skills are not available in Regulated Markets. For more information, see KB2593939: Regulated Markets AI Products/Skills Not Available. Be sure to check for availability updates in future releases.
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®.
Dependencies
For a list of ServiceNow Otto for IT Operations Management (ITOM) plugin dependencies, see Applications installed with ServiceNow Otto for ITOM.
Troubleshoot and get help
AI limitations
This application uses artificial intelligence (AI) and machine learning, which are rapidly evolving fields of study that generate predictions based on patterns in data. As a result, this application may not always produce accurate, complete, or appropriate information. Furthermore, there is no guarantee that this application has been fully trained or tested for your use case. To mitigate these issues, it is your responsibility to test and evaluate your use of this application for accuracy, harm, and appropriateness for your use case, employ human oversight of output, and refrain from relying solely on AI-generated outputs for decision-making purposes. This is especially important if you choose to deploy this application in areas with consequential impacts such as healthcare, finance, legal, employment, security, or infrastructure. You agree to abide by ServiceNow’s AI Acceptable Use Policy, which may be updated by ServiceNow.
Data processing
This application requires data to be transferred from ServiceNow customers' individual instances to a centralized ServiceNow environment, which may be located in a different data center region from the one where your instance is, and potentially to a third-party cloud provider, such as Microsoft Azure. This data is handled per ServiceNow's internal policies and procedures, including our policies available through our CORE Compliance Portal.
Data collection
ServiceNow collects and uses the inputs, outputs, and edits to outputs of this application to develop and improve ServiceNow technologies including ServiceNow models and AI products. Customers can opt out of future data collection at any time, as described in the Now Assist Opt-Out page.
For more information, see the Now Assist documentation.