Use agentic AI for Now Assist for Operational Technology Manager (OTM)

  • Release version: Zurich
  • Updated November 21, 2025
  • 2 minutes to read
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    Summary of Use agentic AI for Now Assist for Operational Technology Manager (OTM)

    The Operational Technology Manager (OTM) AI agent in ServiceNow's Zurich release enables autonomous task completion through agentic workflows. It is designed specifically to support operational technology management by automating processes such as importing and validating OT device data into the Configuration Management Database (CMDB).

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    Key Features

    • Agentic Workflow for OT Device Import: The "Import OT device spreadsheet into OT CMDB" workflow automates the import of OT device inventories by mapping spreadsheet data to the OT staging table, validating records, remediating invalid entries, and importing validated data into the CMDB.
    • AI Agents: The workflow uses the OT Excel import task AI agent to perform these tasks autonomously.
    • Large Language Model Support: Now Assist supports multiple AI model providers including Now LLM Service, Now LLM Long Term Stable models (LTS), Azure OpenAI, Google Gemini, and Anthropic Claude on AWS. Configuration controls allow administrators to select preferred AI models at the skill level.
    • Security and Access Control: Execution of AI agents and workflows adheres to Access Control Lists (ACLs) and user identity management to ensure secure operations. Role masking limits privileges to predefined roles, which must be included in security and data access settings for user access.
    • Autonomous Operation Setup: By default, agentic workflows and AI agents are read-only. To run autonomously, administrators must duplicate and activate the workflows, AI agents, and unique triggers for automatic invocation. Manual invocation is also supported without activating triggers.
    • Standalone AI Agents: Some AI agents exist outside agentic workflows and can be viewed via the instance or acquired from the AI Agent Marketplace on the ServiceNow Store.

    Practical Benefits for ServiceNow Customers

    • Automates repetitive and error-prone tasks related to OT device data management, improving efficiency and data accuracy.
    • Provides flexibility in AI model selection, enabling customization based on organizational preferences and compliance requirements.
    • Ensures secure and controlled execution of AI-driven workflows aligned with enterprise security policies.
    • Supports both autonomous and manual execution models, allowing customers to tailor AI agent deployment to their operational needs.
    • Enables easy discovery and integration of additional AI agents from the marketplace to extend Now Assist capabilities.

    Use the Operational Technology Manager (OTM) AI agent within an agentic workflow to complete tasks autonomously.

    Table 1. Table 1. Available agentic workflows for OTM AI agent collection
    Agentic workflow name Description Available AI agents
    Import OT device spreadsheet into OT CMDB With the Import OT device spreadsheet into OT CMDB agentic workflow, you can do the following:
    • Import the device inventory spreadsheet and map data to the OT staging table
    • Validate OT staging table records, remediate invalid records, and import all validated records into the Configuration Management Database (CMDB)
    		 OT Excel import task AI agent
    Important:
    Some Now Assist skills, agents, and agentic workflows are turned on by default. For more information, see Now Assist skills, agents, and agentic workflows on by default.

    Supported Large Language Models

    Note:

    You can use Now LLM Service, Now LLM Long Term Stable models (LTS), Azure OpenAI, Google Gemini or Anthropic Claude on AWS as the AI model provider for all Now Assist 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 Now Assist Admin console. For more information, see Large language models on the ServiceNow AI Platform®.

    Security implementation considerations

    Enable security implementation to execute AI agents and agentic workflows through Access Control Lists (ACLs) and user identities. For more information, see Implement access control in Now Assist AI agents

    Considerations for running the autonomous AI agents

    Important:
    By default, all agent workflow and AI agent records are read-only.

    To run the AI agents autonomously, you must first duplicate the agentic workflow, and then proceed with the following steps:

    • Activate the agentic workflow.
    • Activate all agents within the agentic workflow.
    • Activate the trigger to invoke the agentic workflow automatically. The triggers for each agentic workflow must be unique. If you prefer to invoke it manually, activating the trigger isn’t necessary.

    Standalone AI agents

    Looking for an AI agent?
    • There might be AI agents installed with the Now Assist application that are not used in agentic workflows. To learn how to see all agents that are available on your instance, see Find AI agents.
    • To find agents that might not be installed on your instance, visit the AI Agent Marketplace on the ServiceNow Store.

    Role masking

    Role masking enables users to limit the roles and privileges of agentic workflows during tool execution. Agentic workflows and their AI agents that get installed with Now Assist applications are assigned pre-defined roles. If you select Users with specific roles for user access, you must configure the security controls to include these roles. Data access settings must also include these roles. For the instructions to change the security controls, see Define security controls for an agentic workflow.