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) empowers manufacturers to streamline operations, enhance productivity, and maximize OT uptime on the production floor through digital workflows. This solution replaces manual and legacy processes by providing a complete, contextual view of OT systems, enabling organizations to secure, monitor, and manage their industrial environments effectively.

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    By leveraging a digital equipment model dependency map, organizations gain clear visibility into industrial processes, systems, and relationships, facilitating faster assessment and management of production impacts. Note that the Operational Technology Management solution is not supported on Now Mobile®.

    Key Features

    • Improved Visibility: Obtain a comprehensive and contextual view of OT systems to maintain security and operational continuity.
    • Digital Workflows: Integrate OT systems with production processes and digital workflows for seamless operations.
    • Vulnerability Management: Centralize visibility to assess, prioritize, and respond efficiently to events and threats.
    • Workforce Enablement: Use low-code/no-code applications to facilitate collaborative monitoring, troubleshooting, problem-solving, and situational analysis among employees.

    Core Applications

    • Operational Technology Manager: Establishes foundational data and relationships for the OT solution.
    • Now Assist for OT Manager: Streamlines industrial workspace processes and improves device visibility.
    • Industrial Process Manager: Creates the ISA-95 Equipment Model data foundation necessary for the OT solution.
    • Operational Technology Vulnerability Response: Enables prioritization and remediation of OT device vulnerabilities.
    • Operational Technology Incident Management: Manages OT device incidents from initiation to resolution.
    • Operational Technology Change Management: Facilitates implementation of changes to OT devices and production processes.
    • Operational Technology Knowledge Management: Collects, organizes, and shares OT system knowledge and incident resolutions.
    • Operational Technology Request Management: Handles requests and fulfillment of OT-related catalog items.
    • Recommended Actions for OTSM: Provides real-time actionable recommendations to expedite triaging and issue resolution.
    • AI Enhanced Recommended Actions for OTSM: Accesses external sources to contextualize OT incident documents.
    • Now Assist for OTSM: Summarizes OT incidents and generates resolution notes.
    • Employee Center for OT: Centralizes submission of OT and industrial service requests.
    • Industrial Workspace for OT: User interface equipped with tools to manage OT data effectively.

    Getting Started

    ServiceNow provides demonstrations via DemoNow and comprehensive configuration guides covering all major OT applications and features. To begin, customers should configure foundational components such as the Operational Technology Manager and Industrial Process Manager, followed by vulnerability response, incident and change management, knowledge and request management, and recommended actions powered by AI.

    For integration with ServiceNow’s Common Service Data Model (CSDM) tables and detailed release notes, customers are advised to consult the relevant documentation and ServiceNow Store resources.

    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