Using agentic AI for Operational Technology Service Management

  • Release version: Zurich
  • Updated January 14, 2026
  • 2 minutes to read
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    Summary of Using Agentic AI for Operational Technology Service Management

    The Operational Technology Service Management (OTSM) AI agent collection enables users to automate tasks effectively. It includes workflows that facilitate the generation of knowledge base (KB) articles upon resolving OT incidents, enhancing operational efficiency.

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    Key Features

    • Agentic Workflows: The primary agentic workflow generates OT KB articles automatically. Users can customize this workflow by duplicating and modifying it, requiring the snaia.admin role.
    • AI Model Support: The service supports various large language models, including Now LLM Service, Azure OpenAI, and Google Gemini, allowing users to tailor AI capabilities according to their needs.
    • Security Implementation: Security measures can be enforced through Access Control Lists (ACLs) to manage AI agents and workflows securely.
    • Role Masking: This feature allows restriction of roles and privileges for agentic workflows during execution, ensuring controlled access based on user roles.

    Key Outcomes

    By implementing the OTSM AI agent collection, customers can expect increased efficiency in incident management through automated KB article generation. Activating and customizing workflows allows for tailored automation, while robust security measures ensure compliance and controlled access. Users can also explore standalone AI agents and enhance their capabilities through the AI Agent Marketplace.

    Use the Operational Technology Service Management (OTSM) AI agent collection to complete tasks autonomously.

    Table 1. Table 1. Available agentic workflows for OTSM AI agent collection
    Agentic workflow name Description Available AI agents
    Generate OT KB articles Upon OT Incident resolution, the AI agent automatically creates a KB article with relevant contextual information. OT knowledge generator AI agent
    Important:
    If you want to change this agentic workflow, you can duplicate it, adjust the settings to suit your specific needs, and activate the duplicated version of the agentic workflow instead.

    The minimum role needed to duplicate an agentic workflow is the sn_aia.admin role. By default, the OTSM agentic workflow is inactive. If you want to use the OOB agentic workflow, you can activate the OOB trigger. But if you want to customize the agentic workflow, you must duplicate it.

    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.