ServiceNow Otto for Order Management

  • Release version: Zurich
  • Updated November 6, 2025
  • 2 minutes to read
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    Summary of ServiceNow Otto for Order Management

    ServiceNow Otto for Order Management is an application designed to enhance productivity and efficiency for both agents and customers by leveraging generative AI capabilities. It helps summarize complex orders that involve multiple products, services, and fulfillment tasks, enabling faster and more accurate decision-making and improved customer responsiveness.

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    Configuration and Use

    Administrators with the admin role can configure the application to enable agents to utilize generative AI skills within the Customer Service Management (CSM) or Field Service Management (FSM) Configurable Workspace and Business Portal. Agents can operate within agentic workflows or as standalone agents to automate specific outcomes, streamlining order management processes.

    Generative AI Capabilities and Limitations

    • The application uses artificial intelligence and machine learning to generate predictions and assist with order management tasks.
    • Due to the evolving nature of AI, outputs may not always be accurate or complete, so human oversight is essential, especially in critical use cases such as healthcare, finance, legal, security, and infrastructure.
    • ServiceNow’s AI Acceptable Use Policy applies and may be updated over time.

    Data Processing and Privacy

    • The application requires data transfer from customer instances to centralized ServiceNow environments, potentially located in different regions or third-party clouds like Microsoft Azure.
    • Data handling complies with ServiceNow’s internal policies, including those accessible via the CORE Compliance Portal.
    • ServiceNow collects inputs, outputs, and edits to improve AI models and products; customers may opt out of data collection at any time.

    Availability Considerations

    • Not all AI model providers or features are available in all countries or data center environments, including in-country SKUs, FedRAMP, NSC DOD IL5, Australia IRAP-Protected data centers, and self-hosted environments.
    • Some AI capabilities are restricted in regulated markets or specific regions, with updates provided in future releases.

    Support and Troubleshooting

    Customers can seek help through the ServiceNow Community on AI and Intelligence, the Known Error Portal, or by contacting Customer Service and Support for assistance with the application.

    Use the ServiceNow® ServiceNow Otto for Order Management application to improve agent and customer productivity and efficiency in their respective workflows.

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    Important:
    • 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. Customers can opt out of future data collection at any time, as described in the Now Assist Opt-Out page.