ServiceNow Otto for Operational Sustainability Management Management release notes
Summarize
Summary of ServiceNow Otto for Operational Sustainability Management Management Release Notes
ServiceNow Otto for Operational Sustainability Management leverages generative AI to enhance sustainability operations, focusing on carbon accounting and ESG (Environmental, Social, and Governance) metric reporting. The Zurich release introduces important AI-powered capabilities and improvements designed to streamline workflows, automate data collection, and improve reporting accuracy for ServiceNow customers.
Show less
Key Features
- Generative AI Integration: AI skills, agents, and agentic workflows are now partially enabled by default for appropriate roles such as ITIL, enhancing incident and change management forms.
- Agentic AI for Carbon Accounting: The carbon calculations agentic workflow supports sustainability teams by automating metric definitions, selecting emission factors, and enabling user reviews to accelerate carbon reporting, especially for Scope 3 emissions.
- AI-Driven Data Extraction: The platform automates metric data collection by extracting key information from utility invoices (electricity, gas, water) using generative AI-powered document intelligence, reducing manual entry and errors.
- AI Usage Measurement Changes: Usage tracking transitions to a 365-day burn-down model resetting at contract anniversaries, improving how AI consumption is measured and managed.
- Security and Role Configuration: Agentic workflows and AI agents require additional security setup, including assigning specific roles to ensure proper execution and access control.
Activation and Availability
ServiceNow Otto for Operational Sustainability is available via the ServiceNow Store. Customers must request installation through the store. Activation involves configuring roles for AI agents and workflows to comply with security requirements.
Related Applications and Tools
- Now Assist: Enhances user productivity with AI-driven recommendations and self-service capabilities.
- AI Admin Hub: Central console for configuring and monitoring Now Assist applications.
- AI Agent Studio: Tool for creating and managing AI agents and agentic workflows for automating workflows.
- ServiceNow Otto Panel: Conversational AI interface within Software Asset Workspace to facilitate user interaction.
- Now Assist Skills: AI functionalities for summarization, resolution notes, and code generation to support diverse workflows.
Practical Impact for ServiceNow Customers
With these enhancements, customers can expect streamlined sustainability data collection and reporting, reduced manual efforts, and improved accuracy in carbon accounting. The default activation of AI skills simplifies adoption, while the agentic workflows act as copilots to guide sustainability teams. Proper role and security configuration is essential to fully leverage these capabilities. The updated AI usage measurement model helps customers better track and manage their AI consumption.
The ServiceNow® ServiceNow Otto for Operational Sustainability Management application brings generative AI to Operational Sustainability Management. ServiceNow Otto for Operational Sustainability was enhanced and updated in the Zurich release.
ServiceNow Otto for Operational Sustainability highlights for the Zurich release
- Review changes to Now Assist usage measurement.
- Some generative AI skills, AI agents, and agentic workflows are turned on by default
- The skills are automatically available to appropriate role users for the application, such as ITIL roles on incident forms or change forms. This change simply activates the skill and does not touch the roles that may be
needed to use the skill. The new default behavior works as follows:
- New customers: When you install an AI product, designated skills and agentic workflows are turned on automatically.
- Existing customers who are upgrading (starting with Australia Early Access): Any previously unconfigured skill, agent, or agentic workflow is turned on automatically (the AI asset was never configured and turned on, then turned off again). Previously configured skills and agentic workflows that were turned on, then off, remain inactive.
Accelerate carbon reporting with AI-powered calculations, validation, and insights for Scope 3 emissions.
Zurich Patch 1Automate metric data collection from utility invoices by extracting key information using the AI-driven document intelligence for utility invoices.
See ServiceNow Otto for Operational Sustainability for more information.
New in the Zurich release
- Zurich Patch 4
- Use agentic AI in ServiceNow Otto for Operational Sustainability
- The carbon calculations agentic workflow acts as a copilot for sustainability teams, streamlining carbon accounting workflows. It intelligently selects metric definitions and emission factors from the library, generates calculated metric definitions, and enables user review and adjustments before final use.
- Zurich Patch 1
- Extract data from utility invoices
- ServiceNow Otto for Operational Sustainability with document intelligence for utility bills, designed to streamline your ESG metric data collection and reporting. Here are the key highlights:
- Extract ESG metric data with Gen AI-Powered Document Intelligence from utility bills, like electricity, gas, and water, with accuracy and efficiency.
- Automate data collection by eliminating manual data entry and reducing errors.
- Integrate extracted data with ESG metric workflows for a seamless experience.
- Scale your operations with an enterprise-scale solution that handles large volumes of data.
- Confirm compliance and transparency with built-in audit features that support reporting requirements.
Changed in this release
- Zurich Patch 5
- Changes to Now Assist usage measurement
- Starting with Australia Early Access, AI usage measurement is transitioning from a 365-day look-back model to a 365-day burn-down model, with usage resetting at the contract anniversary date. For more information, refer to KB KB2704710: AI Usage - Overview & New Measurement Logic.
- Zurich Patch 4
- Some generative AI skills, AI agents, and agentic workflows are turned on by default
- The skills are automatically available to appropriate role users for the application, such as ITIL roles on incident forms or change forms. This change simply activates the skill and does not touch the roles that may be
needed to use the skill. The new default behavior works as follows:
- New customers: When you install an AI product, designated skills and agentic workflows are turned on automatically.
- Existing customers who are upgrading (starting with Australia Early Access): Any previously unconfigured skill, agent, or agentic workflow is turned on automatically (the AI asset was never configured and turned on, then turned off again). Previously configured skills and agentic workflows that were turned on, then off, remain inactive.
- Role configuration required for agentic workflows and AI agents
- Agentic workflows and AI agents included with your applications require additional security configuration. If you select Users with selected roles for your user access security controls for an agentic workflow or AI agent, you must add the installed roles, or they will not execute. See the documentation for the agentic workflow or AI agent for the specific roles you must add.
Activation information
Install ServiceNow Otto for Operational Sustainability by requesting it from the ServiceNow Store. Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.