Skill inputs and triggers for Now Assist for Operational Technology Service Management (OTSM)
Summarize
Summary of Skill inputs and triggers for Now Assist for Operational Technology Service Management (OTSM)
Now Assist for Operational Technology Service Management (OTSM) provides AI-driven skills that automate and enhance incident management processes within the Operational Technology domain. By configuring skill inputs and triggers, ServiceNow customers can control how and when these AI skills operate, improving incident summarization and resolution note generation automatically.
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Key Features
- Skill Inputs: Inputs define the specific data used by a skill, such as tables and fields within the OTSM application. For example, inputs for incident summarization include the
OT incident [snotincident]table and fields like short description, work notes, priority, site, equipment model, OT device, and OT incident task. - Triggers: Triggers determine when a skill action is initiated, such as generating resolution notes when certain incident states are reached.
- OT Incident Summarization Skill: This generative AI skill automatically summarizes OT incidents using configured inputs. It is enabled by default and available to users with appropriate roles. It supports various incident states including New, Work In Progress (WIP), Resolved, and Closed.
- OT Resolution Notes Generation Skill: Also enabled by default, this skill generates resolution notes for OT incidents based on similar input configurations to aid in documenting incident closure.
Practical Benefits for ServiceNow Customers
- Automation: Reduce manual effort in incident documentation by leveraging AI-generated summaries and resolution notes.
- Consistency: Ensure incident summaries and resolution notes follow standardized formats by defining mandatory inputs for specific incident states.
- Role-based Access: Skills are automatically available to users with the appropriate roles, simplifying adoption and governance.
- Customization: Customers can tailor which data fields and incident states trigger these AI skills, allowing alignment with organizational processes and requirements.
What to Expect
Upon enabling Now Assist for OTSM skills, customers can expect automated generation of incident summaries and resolution notes that leverage relevant incident data. This results in faster, more accurate incident handling and improved knowledge capture within the Operational Technology management environment.
Get a quick overview of the skill inputs and triggers for Now Assist for Operational Technology Service Management (OTSM). By configuring the inputs or triggers for a skill, you can determine how and when a skill is used.
Now Assist for OTSM skill input overview
Depending on the selected skill, you can configure the inputs or triggers. These settings determine how and when a skill is used. An input identifies the data that is used for a skill, such as the table and fields that are used to generate an incident summary. A trigger initiates an action, such as when the system generates Operational Technology (OT) resolution notes.
OT incident summarization skill
The OT incident summarization skill includes the inputs that identify the table and fields that are used when an OT incident summary is generated.
The following table lists the inputs for the OT incident summarization skill.
| Input | Description |
|---|---|
| Input table | OT incident [sn_ot_incident] |
| Input fields |
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| Input template states |
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The following table lists the descriptions for the OT incident summarization skill.
| Description | Mandatory for input state |
|---|---|
| Issue |
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| Key Actions Taken |
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| Resolution |
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| OT incident task |
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OT resolution notes generation skill
The OT resolution notes generation skill includes the inputs that identify the table and fields that are used when the resolution notes are generated for an OT incident.
The following table lists the inputs for the resolution notes generation skill.
| Input | Description |
|---|---|
| Input table | OT Incident [sn_ot_incident] |
| Input fields |
|