ServiceNow Otto for Operational Technology (OT) Service Management
Summarize
Summary of ServiceNow Otto for Operational Technology (OT) Service Management
The ServiceNow Otto for Operational Technology (OT) Service Management application leverages generative AI to assist teams in efficiently managing OT incidents. It provides automated incident summaries and resolution notes, improving incident understanding and knowledge sharing among users. These AI-driven capabilities help accelerate troubleshooting and enhance incident resolution processes within OT environments.
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Key Features
- OT Incident Summarization: Automatically generates concise summaries of active OT incidents, capturing key details such as short description, full description, work notes, additional comments, priority, site, equipment model, OT device, incident tasks, and resolution notes. Users can refresh, post, copy, and provide feedback on these summaries to streamline incident review and communication.
- Resolution Note Generation: Creates resolution notes for OT incidents automatically, providing context to assist users who encounter similar issues, thereby facilitating faster and more consistent incident resolution.
- Licensing and Availability: Feature access depends on licensing and regional restrictions. Some AI models and features may not be available in certain countries, regulated markets, or data centers (e.g., FedRAMP, NSC DOD IL5, Australia IRAP-Protected). Customers should verify availability based on their environment and licensing.
Important Considerations
- AI Limitations: As the application uses evolving AI and machine learning technologies, outputs may not always be accurate or complete. Customers should validate AI-generated content carefully, maintain human oversight, and avoid relying solely on AI for critical decision-making, especially in sensitive areas like healthcare, finance, or security.
- Data Processing and Privacy: Incident data and user inputs are transmitted from individual customer instances to centralized ServiceNow environments or third-party cloud providers for processing. Data handling complies with ServiceNow’s internal policies and compliance standards. Customers have the option to opt out of data collection for AI improvements.
- Support Resources: Customers can utilize the ServiceNow Community, Known Error Portal, and Customer Service and Support for troubleshooting and assistance related to AI features.
Practical Benefits for ServiceNow Customers
By implementing ServiceNow Otto for OT Service Management, customers can expect improved operational efficiency through faster incident understanding and resolution. Automated summaries and resolution notes reduce manual documentation, enhance collaboration, and enable knowledge reuse across teams handling OT incidents. Awareness of licensing, AI limitations, and data policies ensures responsible and compliant use of these advanced capabilities.
The ServiceNow Otto for Operational Technology (OT) Service Management application enables teams to summarize OT incident details and generate incident resolution notes to share with other users.
ServiceNow Otto for OT Service Management overview
- An auto-generating OT incident summary that helps you understand the OT incident context.
- Auto-generated OT incident resolution notes that help other users resolve similar incidents.
ServiceNow Otto for OT Service Management skills
Enables you to expedite the OT incident troubleshooting process by reviewing a summary that includes the issue, actions taken, and resolution. You can generate an incident summary for active incidents to understand the incident context. You can also refresh the summary, post the summary to the incident work notes, copy the summary, and provide feedback about the summary.
The incident summary includes the following information:
- Short description
- Description
- Work notes
- Additional comments
- Priority
- Site
- Equipment model entity
- OT device
- OT incident task
Automatically generates the resolution notes for an OT incident and provides the context to another user who might encounter similar incidents.
Availability notices
- 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.