ServiceNow Otto for Operational Technology (OT) Service Management
Summarize
Summary of ServiceNow Otto for Operational Technology (OT) Service Management
ServiceNow Otto for Operational Technology (OT) Service Management is an application designed to help summarize OT incident information and generate incident resolution notes. This enables users to quickly understand incident context and implement faster resolutions, improving operational efficiency within OT environments.
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The application is part of the ServiceNow AI Platform and offers different licensing tiers—Foundation, Advanced, and Prime—to provide varying levels of AI capabilities from basic insights to autonomous AI-driven actions.
Key Features
- Incident summarization and resolution notes: Automates summarizing OT incident details for quicker understanding and response.
- AI-powered assistance: Integrates generative AI skills, agentic workflows, and AI agents depending on licensing to enhance OT service management.
- License-based access: Features and AI capabilities vary by license tier, catering to different organizational needs and maturity levels in AI adoption.
- Data processing and privacy: Requires transfer of data from individual customer instances to centralized ServiceNow environments or third-party cloud providers, governed by ServiceNow's policies to protect customer data.
- Opt-out option: Customers can opt out of data collection used to improve AI models and ServiceNow technologies.
Important Considerations
- Now Assist for Operational Technology Service Management (OTSM) is being deprecated starting with the Australia release and will no longer be installed on new instances, though support continues.
- Not all AI model providers or features are available in all regions or regulated environments such as FedRAMP, NSC DOD IL5, Australia IRAP-Protected data centers, or for self-hosted customers.
- AI outputs may not always be accurate or complete; customers should apply human oversight and not rely solely on AI-generated results for critical decisions, especially in sensitive sectors (healthcare, finance, legal, etc.).
- Use of the application is subject to ServiceNow’s AI Acceptable Use Policy, which customers must comply with.
What Customers Can Expect
By using ServiceNow Otto for OT Service Management, customers can expect improved efficiency in handling OT incidents through AI-assisted summarization and resolution note generation. This leads to faster incident response and better operational continuity in OT environments.
Customers should be aware of licensing restrictions, regional availability of AI features, and data privacy practices. They should also maintain appropriate oversight of AI outputs to ensure safety and accuracy in their operational decisions.
Use the ServiceNow Otto for Operational Technology (OT) Service Management 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
Get started with AI
Starting with the Australia release, Now Assist for Operational Technology Service Management (OTSM) is being prepared for future deprecation. It will be hidden and no longer installed on new instances but will continue to be supported. For details, see the Deprecation Process [KB0867184] article in the Now Support Knowledge Base.
- Foundation: AI basics to deliver insights
- Advanced: AI to boost productivity across relevant use cases
- Prime: Act autonomously with all AI assets, and create your own
For more information about AI capabilities in Operational Technology Service Management, see ServiceNow Otto for OTSM.
- 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.
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.