Agentic AI for Operational Technology Service Management

  • Release version: Zurich
  • Updated July 23, 2026
  • 2 minutes to read
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    Summary of Agentic AI for Operational Technology Service Management

    The Operational Technology Service Management (OTSM) AI agent collection enables autonomous completion of tasks related to OT service management. This includes agentic workflows that automate processes such as generating knowledge base (KB) articles after incident resolution, improving efficiency and documentation quality in managing OT incidents.

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    Key Features

    • Agentic Workflows: Predefined workflows like Generate OT KB articles automatically create KB articles post-incident resolution with relevant contextual data, enhancing knowledge retention.
    • Customization: Agentic workflows are inactive by default and must be duplicated and customized to fit specific organizational needs. Activation requires the snaia.admin role.
    • AI Agents and Models: Supports multiple large language models including Now LLM Service, Azure OpenAI, Google Gemini, and Anthropic Claude on AWS. Configurations are managed via AI Control Tower and AI Admin Hub.
    • Security and Access Control: Execution of AI agents and workflows is controlled through Access Control Lists (ACLs) and role masking. Specific roles govern user access and must be configured in security controls.
    • Activation Process: To run AI agents autonomously, duplicate the desired agentic workflow, activate it along with all included agents, and enable the associated trigger for automatic invocation. Manual invocation is also supported without activating triggers.
    • Standalone AI Agents: Additional AI agents not tied to agentic workflows may be present and can be viewed and managed separately.

    Practical Considerations for ServiceNow Customers

    • Before leveraging agentic workflows, duplicate and customize them to ensure alignment with your operational requirements.
    • Ensure proper role assignments and security controls are configured to maintain secure and compliant access to AI workflows.
    • Activate the necessary triggers to enable autonomous operation or invoke workflows manually as preferred.
    • The default inclusion of ServiceNow Otto agents for OT Service Management provides immediate autonomous capabilities upon activation.

    Benefits

    Using the OTSM AI agent collection streamlines OT incident management by automating routine tasks such as KB article creation, thereby improving response times, ensuring consistent documentation, and enhancing operational knowledge sharing within your ServiceNow environment.

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

    Table 1. Available agentic workflows for OTSM AI agent collection
    Agentic workflow name Description Available AI agents
    Generate OT KB articles After OT incident resolution, the AI agent automatically creates a KB article with relevant contextual information. OT knowledge generator AI agent
    Important:
    To change this agentic workflow, 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. To use the base system agentic workflow, activate the base system trigger. To customize the agentic workflow, duplicate it.

    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.

    Supported Large Language Models

    Note:

    You can use Now LLM Service, Azure OpenAI, Google Gemini or Anthropic Claude on AWS as the AI model provider for all generative AI 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 AI Admin Hub 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 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

    There might be AI agents installed on your instance that are not used in agentic workflows. To learn how to see all agents that are available to you, see Find AI agents.

    Role masking

    Agentic workflows and their AI agents use role masking to determine which users can access them. Ones installed with your applications have specific roles that come included with the application. If you select Users with specific roles for user access, you must configure the security controls to include these roles. For the instructions to change the security controls, see Define security controls for an agentic workflow.