Configure ServiceNow Otto for Operational Technology (OT) Service Management

If you have the admin role, you can configure the ServiceNow Otto for Operational Technology (OT) Service Management application so that teams can use the generative AI capabilities in the Industrial Workspace for their Operational Technology (OT) incidents.

Before you begin

Role required: admin

About this task

Use the AI Admin Hub console to configure ServiceNow Otto for OT Service Management. The console helps you install plugins and configure generative AI skills. For more information, see Overview tab in AI Admin Hub.

You can also set up AI Enhanced Recommended Actions for OTSM to use with ServiceNow Otto for OT Service Management. For more information, see Set up AI Enhanced Recommended Actions for Operational Technology Service Management (OTSM).

Important:

Some generative AI skills, AI agents, and agentic workflows are turned on by default. For more information, see AI agents, skills, and agentic workflows on by default.

The following table lists the features and skills that you can access from the AI Admin Hub console.

Table 1. OTSM features and skills in the AI Admin Hub console

OTSM features	Skills
Gen AI skills for OT incident	OT resolution notes generation OT incident summarization Note: The incident summarization is applicable only for incidents in the New, In progress, On-hold, Resolved, or Closed states as long as the incident state mappings that are provided in the base system aren't customized.

Procedure

1. Activate the ServiceNow Otto for OT Service Management plugin (sn_otsm_gen_ai).
   • For information about the application dependencies, see Supporting information for ServiceNow Otto for Operational Technology (OT) Service Management.
   • For information about the installation process, see Install plugins.
2. Navigate to All > AI Admin Hub.
3. Select the AI Skills tab.
4. Activate and configure the skills for the ServiceNow Otto for OT Service Management features.
   These features are grouped under the Technology workflow group. Each feature has its associated skills.
5. On the tile for your skill, select Activate skill.
6. Select the inputs or triggers for the selected skill.

   For information about the inputs and triggers for each skill, see Skill inputs and triggers for ServiceNow Otto for Operational Technology (OT) Service Management.

7. After you configure the inputs or triggers, select Save and continue.
   You can return to a previous step by using the Back button.
8. Define access as needed to determine who can access the selected skill.
   Note:

   For both the OT incident summarization skill and the OT incident resolution notes generation skill, a user must have the sn_ot_incident_write role.
9. After you configure the access controls, select Save and continue.
10. Select where to display the skill.
    • In-product: When selected, the AI skills are displayed on forms and workspaces.
    • ServiceNow Otto panel: When selected, the AI skills are available in the ServiceNowOtto panel. If you don't see this option, you must activate the panel. For more information, see Activate the panel in standard chat.
11. After you configure the display for the selected skill, select Save and continue to go to the next step.
12. Review your choices and select Activate to complete the configuration.

• Supporting information for ServiceNow Otto for Operational Technology (OT) Service Management
  Review the supported language models, supported interfaces, and application dependencies for ServiceNow Otto for Operational Technology (OT) Service Management.
• Skill inputs and triggers for ServiceNow Otto for Operational Technology (OT) Service Management
  Skill inputs and triggers for ServiceNow Otto for Operational Technology (OT) Service Management determine how and when each skill is used. Configure inputs to identify the data a skill uses, or configure triggers to initiate skill actions.