Operational Technology

  • Release version: Zurich
  • Updated May 12, 2026
  • 3 minutes to read
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    Summary of Operational Technology

    ServiceNow® for Operational Technology (OT) helps organizations in industrial environments streamline operations, enhance productivity, and maximize OT uptime through digital workflows. It provides a comprehensive and contextual view of OT systems, enabling better security, monitoring, and management of production floor technology. This solution allows manufacturers to move away from manual and legacy processes, offering improved visibility and operational resilience.

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    Key Features

    • Complete Visibility: Gain a digital map of industrial processes, systems, and relationships to better understand and manage production impacts.
    • Digital Workflows: Connect OT systems seamlessly with production processes and digital workflows for efficient operations.
    • Vulnerability Management: Centralized view to assess, prioritize, and respond to events and threats effectively.
    • Workforce Enablement: Build low-code/no-code applications to support collaborative monitoring, troubleshooting, problem-solving, and situational analysis.

    Applications Included

    • Operational Technology Manager: Establishes foundational data and relationships for OT management.
    • Now Assist for OTM: Streamlines industrial workspace processes related to OT device data.
    • Operational Technology Discovery: Enhances OT device visibility.
    • Industrial Process Manager: Provides ISA-95 Equipment Model data foundation.
    • Operational Technology Vulnerability Response: Facilitates prioritization and remediation of OT vulnerabilities at site level.
    • Incident, Change, Knowledge, and Request Management: Manage OT device incidents, changes, knowledge sharing, and service requests efficiently.
    • Recommended Actions and AI-Enhanced Tools: Accelerate issue triaging and resolution with AI-driven insights and external source contextualization.
    • Employee Center and Industrial Workspace: Centralized user interface for OT service requests and data management.

    Practical Benefits for ServiceNow Customers

    By implementing the ServiceNow Operational Technology Management solution, customers can expect to:

    • Achieve greater operational resilience with minimized downtime.
    • Improve security posture by monitoring and managing vulnerabilities in OT environments.
    • Empower factory workers with collaborative tools and digital workflows to enhance productivity.
    • Streamline OT service management processes from incident handling to change implementation.
    • Leverage AI-enhanced recommendations to speed up incident resolution.

    Getting Started

    Customers can begin by configuring foundational elements such as the Operational Technology Manager and Industrial Process Manager, then progressively enable related applications like Vulnerability Response and Incident Management. Additional configuration guides and demo resources are available to assist in deployment and adoption.

    Use ServiceNow® for Operational Technology (OT) to help your organization streamline operations, boost productivity, and maximize your Operational Technology up-time on the production floor through digital workflows.

    Operational Technology overview

    Watch an overview about Operational Technology and the ServiceNow Operational Technology Management solution.

    Figure 1. Benefits in Operational Technology, Core Operations, and empowering Factory Workers
    Overview explanation of benefits in Operational Technology, Core Operations, and empowering factory workers.

    Maximize your uptime and build operational resilience with ServiceNow Operational Technology Management

    Before industry Operational Technology, manufacturers depended on manual processes and legacy knowledge to maintain their environments. They found it challenging to get a complete view of their environments and to secure, monitor, and manage it all. With the ServiceNow Operational Technology Management solution, your industrial organization can now get a complete and contextual view of your operational technology systems. With this view, you can keep your systems secure, running, and connected to production processes and digital workflows. You can also enable your organization to assess, prioritize, and respond to events and threats.

    Figure 2. Equipment model dependency view
    Equipment model dependency view.
    By using a digital map, your organization can gain greater visibility of the industrial operations processes, systems, and relationships. With this map, you can manage and assess your potential production impacts easier and faster.
    Note:
    The Operational Technology Management solution isn't supported on Now Mobile®.
    Improve visibility

    Improve visibility

    		 Get a complete and contextual view of your Operational Technology systems, so that you can keep your systems secure and running.
    Digital workflows

    Digital workflows

    		 Connect your Operational Technology systems to production processes and digital workflows.
    Vulnerability management

    Vulnerability management

    		 See everything in one place, so that you can assess, prioritize, and respond to events and threats.

    Equip your workforce

    Build low-code and no-code applications so that your employees can do collaborative monitoring, extended troubleshooting, problem-solving, and in-depth situational analysis.

    See the solution brief for details.

    Applications

    Get started