Now Assist for Operational Technology Service Management (OTSM)
Summarize
Summary of Now Assist for Operational Technology Service Management (OTSM)
Now Assist for Operational Technology Service Management (OTSM) is a ServiceNow application designed to enhance incident management by summarizing Operational Technology (OT) incident information and generating resolution notes. It helps your users quickly understand incident contexts, leading to faster and more informed resolution processes.
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Key Features
- Incident Summarization and Resolution Notes: Automatically summarizes OT incident details and generates notes to assist in resolving incidents efficiently.
- Generative AI Capabilities: Utilizes advanced AI to support incident management workflows, including the use of the OTSM AI agent collection and agentic workflows.
- Configuration and Customization: Provides configuration options to tailor the Now Assist for OTSM application for your organizational needs.
Important Considerations
- Availability Constraints: Some AI models and features may not be available for customers in specific regions, regulated markets, or specialized data centers (e.g., FedRAMP, NSC DOD IL5, Australia IRAP-Protected environments).
- Model Provider Access: In-country SKUs may restrict access to certain AI model providers; updates on availability are provided in future releases.
- AI Limitations and Human Oversight: AI-generated outputs may not always be accurate or appropriate. It is essential to apply human oversight, validate results, and avoid sole reliance on AI, especially in critical domains like healthcare, finance, legal, security, or infrastructure.
- Compliance with ServiceNow AI Policies: Use of this application requires adherence to ServiceNow’s AI Acceptable Use Policy, which may be updated over time.
Data Processing and Privacy
- Data from your ServiceNow instance is transferred to a centralized ServiceNow environment and possibly third-party cloud providers (e.g., Microsoft Azure), managed under strict internal policies and compliance frameworks.
- ServiceNow collects input, output, and edit data from this application to improve AI technologies and products.
- Incident data and chat transcripts related to AI-assisted features are collected for enhancement purposes.
- Customers have the option to opt out of data collection at any time through the Now Assist Opt-Out mechanism.
Support and Resources
- Access troubleshooting help and community discussions through the ServiceNow Community on AI and Intelligence.
- Search the Known Error Portal for related issues and solutions.
- Contact Customer Service and Support for further assistance.
Use the Now Assist for Operational Technology Service Management (OTSM) application to summarize the Operational Technology (OT) incident information and generate incident resolution notes. You can enable your users to understand the context so that they can implement quicker resolutions.
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.
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. In addition, this application will collect incident data (for Incident Assist and Knowledge Assist) and chat transcripts (for Chat Assist). 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.