ServiceNow Otto for IT Service Management (ITSM)
generative AI skills for IT service desk agents: summaries, resolution notes, knowledge articles and reply drafts
Generative AI skills that summarise incidents, chats and change requests, explain a change request’s risk and answer its risk assessment, analyse a requester’s sentiment, answer agents’ questions about an incident, and draft resolution notes, knowledge articles, chat replies and emails for service desk agents. ServiceNow: “Some of the Now Assist for ITSM skills are now turned on by default.” ServiceNow: “When new customers install a Now Assist product, designated skills are turned on automatically.”
- Where to check the switch
- No switch found — look in your ServiceNow settings or ask your administrator
- Default state
- AI feature: listed skills: change, chat and incident summaries, KB articles, resolution notes, chat replies, change risk answers, Incident assist workflowCondition: when the product is installeddocumented — see where ServiceNow says it ↗
ServiceNow Otto for HR Service Delivery (HRSD)
generative AI skills for HR agents: summaries of HR cases and chats, reply drafts, sentiment and employee summaries
Generative AI skills that summarise HR cases, chats and sidebar discussions, analyse the sentiment of HR cases, and draft resolution notes, knowledge articles and chat and email replies for HR agents; an Employee Summary topic gives summaries of employees’ contributions. ServiceNow: “View the Employee Summary Virtual Agent topic in Employee Center to access employee contribution summaries, view consolidated profiles, and track employee progress.” ServiceNow: “Some generative AI skills, AI agents, and agentic workflows are turned on by default.”
- Where to check the switch
- No switch found — look in your ServiceNow settings or ask your administrator
ServiceNow Otto for CSM
generative AI skills for customer service agents, including case summaries, reply drafts and sentiment analysis
Generative AI skills that summarise cases, chats, calls, complaints and customer history, draft resolution notes, knowledge articles and chat and email replies, and analyse case sentiment for customer service agents and their managers; it can also give customers AI help in the self-service portal while they submit or update a case. ServiceNow: “Enable the customers to receive AI-powered assistance directly within the self-service portal when submitting or updating cases.” ServiceNow: “Each skill is configured separately, and tailored to support agents across various platforms.”
- Where to check the switch
- No switch found — look in your ServiceNow settings or ask your administrator
ServiceNow Otto for ITOM
also called ServiceNow Otto for IT Operations Management; generative and agentic AI for IT operations: alert triage, incident investigation, service mapping and infrastructure diagnosis
Generative AI skills, AI agents and agentic workflows for IT operations teams that triage alerts, investigate incidents, automate service mapping, diagnose infrastructure and generate resolution artifacts, across the ITOM Visibility and ITOM AIOps products (among them Discovery, Service Mapping, LEAP, Service Observability and SLO Management). ServiceNow: “AI features across IT Operations Management help operators triage alerts, investigate incidents, automate service mapping, diagnose infrastructure, and generate resolution artifacts using generative AI and agentic workflows.” ServiceNow: “Some generative AI skills, AI agents, and agentic workflows are turned on by default.”
- Where to check the switch
- No switch found — look in your ServiceNow settings or ask your administrator
ServiceNow Otto for Security Incident Response (SIR)
generative AI skills for security analysts: incident summaries, recommended next steps, closure notes and post-incident analysis
Generative AI skills and agentic workflows that summarise security incidents, recommend next steps, draft closure notes and resolution plans, produce post-incident analysis, correlation insights, shift handover reports and quality assessments, and answer questions about security incident data in natural language, helping analysts triage, investigate and close security incidents. ServiceNow: “Automatically generate a draft of closure notes using generative AI.”
ServiceNow Otto for Integrated Risk Management (IRM)
generative AI skills for risk and compliance teams: issue summaries, potential risks and control reviews
Generative AI that summarises issue records, identifies potential risks and reviews controls inside risk and compliance workflows, with AI agents that complete tasks. ServiceNow: “Use the ServiceNow Otto for Integrated Risk Management (IRM) plugin to summarize issue records, identify potential risks, and review controls using generative AI.”
- Where to check the switch
- No switch found — look in your ServiceNow settings or ask your administrator
ServiceNow Otto for Virtual Agent
the chat assistant that answers employees or customers using large language models
Uses large language models in the Virtual Agent chat assistant to work out what a user is asking and reply with a generated answer or actions, and can pass questions to AI agents; it runs in portals, the mobile app and Microsoft Teams. ServiceNow: “Some of the original NLU and keyword functionality that comes with the Glide Virtual Agent plugin is planned for deprecation, and therefore the remaining topic discovery option is LLM discovery.” ServiceNow: “The LLM determines the most likely option based on the requester's input and sends a synthesized response with possible action items.”
- Where to check the switch
- No switch found — look in your ServiceNow settings or ask your administrator
ServiceNow Otto for AI Search
AI-generated answers (Genius Results) in search in portals, Virtual Agent, Employee Center and global search
Adds answers written or chosen by a large language model to searches in Service Portal, Virtual Agent, Employee Center and global search; ServiceNow says it limits what is passed to the model so that answers are more likely to be grounded in indexed content. ServiceNow: “The ServiceNow Otto for AI Search application combines the power of search with a large language model (LLM) to provide actionable AI-generated or AI-selected answers in user searches.”
AI agents
AI agents and agentic workflows that take actions on records, ready-made or built in AI Agent Studio
Software agents that pursue a goal over several steps with limited human intervention, alone or together in agentic workflows; ServiceNow ships ready-made ones inside its products, customers build their own in AI Agent Studio, and AI Desktop Actions lets agents work in desktop applications outside ServiceNow. ServiceNow: “AI agents and agentic workflows pursue a goal across multiple steps with limited human intervention, instead of completing one task at a time.”
Autonomous Workforce
AI specialists that take on routine work, such as L1 IT service desk tickets, end to end
AI specialists, each made up of AI agents, that triage and investigate incoming work, resolve routine requests and keep requesters informed, working inside a team's assignment groups — for example the L1 IT Service Desk AI Specialist. ServiceNow: “After activation, your AI specialist runs against real records, and you can monitor its performance and activity over time to confirm it continues to meet your needs.” The roles and assignment groups it is given limit the work it takes on and the data it can access.
Predictive Intelligence
machine learning that classifies records, finds similar records and groups them
Machine learning models, created and trained by the customer, that make predictions such as a category for a record, find similar records and group similar records into clusters; ServiceNow's own applications use it for features across their products. ServiceNow: “A trained solution can be invoked by any ServiceNow application through an API.”
- Where to check the switch
- No switch found — look in your ServiceNow settings or ask your administrator
Task Intelligence
machine learning that predicts incident and case fields, finds similar records and predicts customer sentiment
Machine learning models, set up in an admin console, that predict fields on incidents and cases such as the category, find similar records, and predict customer sentiment and the language being used. ServiceNow: “With automated task creation, triage, and investigation, agents spend less time receiving and preparing information, so tasks can proceed faster.” ServiceNow says its sentiment and language detection models are pre-trained but can be tested and edited.
- Where to check the switch
- No switch found — look in your ServiceNow settings or ask your administrator
EmployeeWorks Web App
formerly Employee Slate; an employee home page built around a conversational AI assistant
An employee portal where a conversational AI assistant on every page answers questions, takes requests and completes tasks from what employees type in plain language, and ranks search results across catalogue items, knowledge, people and connected tools. ServiceNow: “The AI assistant interprets the intent, runs the action, and surfaces the right content from any page in the portal.” ServiceNow: “The view is powered by Moveworks or Now Assist Chat.”
- Where to check the switch
- No switch found — look in your ServiceNow settings or ask your administrator
ServiceNow Otto for Employee Experience
a generative AI chat for employees' tasks and approvals, with AI summaries for approvers
Lets employees check and act on their tasks, HR service requests and approvals by chatting with the generative AI Virtual Agent, and writes summaries of requests and cases for the people approving them; managers can approve or reject in the chat. ServiceNow: “Your employees can use ServiceNow Otto for Virtual Agent , which is powered by generative AI chat capabilities, to engage in an interactive conversational experience.” ServiceNow: “Depending on the query, the chat lets a manager approve or reject a task directly.”
- Where to check the switch
- No switch found — look in your ServiceNow settings or ask your administrator
Generate onboarding ramp-up plan agentic workflow
AI agents that write a new hire’s onboarding plan from their résumé, interview notes and job description
A team of AI agents that collects data on a new hire, compares the skills the role needs (from the job description and interview notes) with the skills on the new hire’s résumé, recommends learning courses for the gaps and writes a personalised onboarding plan, which the manager reviews and approves. ServiceNow: “This workflow uses a team of AI agents to generate team specific and personalized plans for every new hire.” ServiceNow: “Analyze required role-specific skills from the job description and interview notes, and compare them with the employee’s existing skills from their resume.”
- Where to check the switch
- No switch found — look in your ServiceNow settings or ask your administrator
Coaching in Workforce Optimization for HR
Predictive Intelligence recommends skills and training for agents in Workforce Optimization for HR
In Coaching, part of Workforce Optimization for HR, a team’s work on cases is reviewed, and Predictive Intelligence recommends skills for agents and training to close their skill gaps. ServiceNow: “Use Predictive Intelligence to recommend skills for your agents and provide training to address those skill gaps.”
- Where to check the switch
- No switch found — look in your ServiceNow settings or ask your administrator
ServiceNow Otto for Health and Safety
generative AI summaries and flash reports of health and safety incidents
A generative AI skill that summarises a health and safety incident and drafts a short flash report for safety agents and managers to share. ServiceNow: “Use the ServiceNow® ServiceNow Otto for Health and Safety application to summarize a health and safety incident.”
- Where to check the switch
- No switch found — look in your ServiceNow settings or ask your administrator
ServiceNow Otto for Legal Service Delivery (LSD)
generative AI summaries of legal requests and legal matters
A generative AI skill that summarises legal requests and legal matters for the legal team, including the actions taken and how they were resolved. ServiceNow: “The Legal Request or Legal Matter summarization skill provides you with a concise summary of a legal request or legal matter, including the actions taken and resolution details.”
- Where to check the switch
- No switch found — look in your ServiceNow settings or ask your administrator
ServiceNow Otto for Workplace Service Delivery (WSD)
generative AI skills and AI agent workflows for Workplace Services
Generative AI skills and AI agent workflows for Workplace Service Delivery. ServiceNow: “ServiceNow Otto for Workplace Service Delivery (WSD) elevates your Workplace Services experience with generative AI capabilities.”
- Where to check the switch
- No switch found — look in your ServiceNow settings or ask your administrator
ServiceNow Otto for Contract Management Pro
generative AI that reviews contracts for non-standard or missing clauses
Generative AI that analyses contract documents for non-standard or missing clauses and suggests changes for the contract fulfiller to review and act on. ServiceNow: “The ServiceNow Otto for Contract Management Pro application analyzes contract documents to identify non-standard or missing clauses, helping you ensure contract compliance and completeness.” ServiceNow: “Be sure to review the AI-generated analysis for accuracy.”
- Where to check the switch
- No switch found — look in your ServiceNow settings or ask your administrator
Sales CRM
ServiceNow Otto for Sales Automation, CPQ and Order Management; generative AI, AI agents and machine-learning opportunity scores for sales teams
Generative and agentic AI for sales teams: AI agents that nurture leads, summaries of opportunities, natural-language queries and updates of CRM records, and machine learning that scores opportunities and flags risks. ServiceNow: “Score opportunities, surface risk signals, and deliver qualitative insights that help sellers and leaders make faster, more confident decisions using machine learning.”
- Where to check the switch
- No switch found — look in your ServiceNow settings or ask your administrator
ServiceNow Otto for Financial Services Operations (FSO)
generative AI summaries of card dispute and insurance claim cases
A generative AI skill that summarises banking card dispute and insurance claim cases for agents: an initial summary of the case and a summary of the actions taken and any resolution. ServiceNow: “The case summarization skill provides you with a concise summary of a banking card dispute or insurance claims case.”
- Where to check the switch
- No switch found — look in your ServiceNow settings or ask your administrator
ServiceNow Otto for Public Sector Digital Services (PSDS)
generative AI summaries of government service cases
A generative AI skill that summarises government service cases for agents from work notes, comments and other case data, giving the issue, the actions taken and the next steps; the agent can edit the summary before saving it to the case. ServiceNow: “Government service agents can use case summarization, powered by Now LLM , to gain contextual understanding of constituent issues throughout the case's lifecycle.”
- Where to check the switch
- No switch found — look in your ServiceNow settings or ask your administrator
ServiceNow Otto for Telecommunications, Media, and Technology (TMT)
generative AI summaries and resolution notes for telecom and technology service cases
Generative AI skills for telecommunications, media and technology providers that summarise service problem cases, onboarding cases, engagements, touchpoints and test results, draft case resolution notes, and map data between provider and consumer instances. ServiceNow: “You can enable your agents to understand the case context and test results so that they can propose quicker resolutions to your customers.”
- Where to check the switch
- No switch found — look in your ServiceNow settings or ask your administrator
ServiceNow Otto for Retail Service Management
generative AI agent that helps head-office support agents answer store inquiries
A Store inquiry AI agent for head-office support agents: it retrieves case details, finds similar cases and documents, drafts answers from past cases, knowledge articles and documents, and updates case records. ServiceNow: “ServiceNow Otto for Retail Service Management is an intelligent assistant that helps headquarters support agents efficiently manage and resolve store inquiries and service requests using generative AI.”
- Where to check the switch
- No switch found — look in your ServiceNow settings or ask your administrator
Field Service Management
ServiceNow Otto skills for field service, such as knowledge articles drafted from closed work order tasks
Generative AI skills in Field Service Management; the knowledge skill drafts a knowledge article from a closed work order task for a technician. ServiceNow: “As a technician, generate knowledge articles for closed work order tasks within the CSM/FSM Configurable Workspace and classic environment with ServiceNow Otto® .”
- Where to check the switch
- No switch found — look in your ServiceNow settings or ask your administrator
generative AI platform skills
the Now Assist skills in the Platform workflow that come with most ServiceNow Otto products: navigation, conversational help, knowledge recommendations and document skills
Generative AI skills that come with most ServiceNow Otto products and work across the platform, such as product navigation, the conversational experience and knowledge article recommendations. Some are on by default, and an upgrade turns on skills that were never used. ServiceNow: “Most Now Assist generative AI products include skills in the Platform workflow, such as product navigation.” ServiceNow: “Existing users: When you upgrade the Now Assist plugins, any unused skill will turn on.”
- Where to check the switch
- No switch found — look in your ServiceNow settings or ask your administrator
- Default state
- AI feature: AI agents, Conversational Help, custom skills, document extraction, multimodal chat, catalog ordering, Q&A Genius Results, Topics, approval checklist, smart documents, subflows and actionsCondition: when the product is installeddocumented — see where ServiceNow says it ↗
AI agentic workflow for the CBS setup
AI agents that set up Core Business Suite for administrators
An agentic workflow and AI agents that walk administrators through setting up Core Business Suite in a conversation: they run set-up scripts, create and assign groups and roles, configure notifications and import records in bulk. ServiceNow: “Supports Core Business Suite configuration through a guided, conversational setup flow. The workflow walks administrators through setup steps, tracks configuration progress, and identifies the next configuration actions.”
- Where to check the switch
- No switch found — look in your ServiceNow settings or ask your administrator
ServiceNow AI Lens
generative AI that reads screen captures and extracts their data
Generative AI that scans screen captures, extracts and interprets their data and uses it in ServiceNow workflows. ServiceNow: “Don't scan any personally identifiable information, such as medical reports, financial reports, or other sensitive data, when using ServiceNow AI Lens as you don't want to expose the large language model (LLM) to any sensitive information.”
- Where to check the switch
- No switch found — look in your ServiceNow settings or ask your administrator
Platform Analytics
ServiceNow Otto for Platform Analytics; AI that answers questions about the customer's data, builds analyses and summarises dashboards
AI in Platform Analytics that turns plain-language questions into database queries and answers them, creates analyses and analytics content from a conversation, and summarises what a dashboard shows. ServiceNow: “Platform Analytics includes several applications that leverage AI to generate insights into data.”
- Where to check the switch
- No switch found — look in your ServiceNow settings or ask your administrator
Build Agent
part of ServiceNow Otto for Creator; an AI agent that builds and changes ServiceNow applications
An AI agent that creates and updates ServiceNow applications on its own, generates and runs automated tests, and answers general ServiceNow development questions. ServiceNow: “Use Build Agent , an autonomous AI agent, for creating and updating ServiceNow® applications.” ServiceNow: “Currently, only admins have permissions to use Build Agent .”
- Where to check the switch
- No switch found — look in your ServiceNow settings or ask your administrator
ServiceNow Otto for App Engine
AI agents and generative AI skills added to custom applications the customer builds
Adds AI agents and generative AI skills to custom applications that the customer builds on ServiceNow. ServiceNow: “Use ServiceNow Otto for App Engine to supercharge custom applications with AI agents and skills.”
- Where to check the switch
- No switch found — look in your ServiceNow settings or ask your administrator
ServiceNow Otto for Privacy Management
generative AI summaries of privacy risk assessments and issues, and control-objective recommendations
Generative AI that summarises privacy risk assessments and privacy issues for privacy teams and approvers, and recommends merging duplicate control objectives into one. ServiceNow: “ServiceNow Otto for Privacy Management is a GenAI‑powered capability that streamlines privacy workflows by summarizing risk assessments, condensing issue details, and identifying redundant control objectives for rationalization into a common control objective.” ServiceNow: “ServiceNow Otto for Privacy Management is delivered as a separate plugin.”
- Where to check the switch
- No switch found — look in your ServiceNow settings or ask your administrator
ServiceNow Otto for Unified Security Exposure Management
generative AI skills for vulnerability teams, such as recommending the vendor fix that best matches a vulnerability
Generative AI skills for vulnerability analysts in Security Exposure Management; the Approval Recommendation skill reasons over the fixes imported from third-party vendors to recommend the ones that best match the vulnerabilities on the customer's assets. ServiceNow: “ServiceNow Otto for Unified Security Exposure Management doesn’t generate vulnerability solutions.” ServiceNow: “This generative AI skill is turned on by default.”
- Where to check the switch
- No switch found — look in your ServiceNow settings or ask your administrator
ServiceNow Otto for Threat Intelligence Security Center (TISC)
generative AI summaries of threat intelligence cases and AI-written threat reports
Generative AI skills for threat analysts and security operations teams that summarise case content and generate threat intelligence reports. ServiceNow: “With ServiceNow Otto for Threat Intelligence Security Center (TISC) , threat analysts and security operations teams can use generative AI skills to generate case summaries and threat intelligence reports.”
- Where to check the switch
- No switch found — look in your ServiceNow settings or ask your administrator
TPRM issue summarization
the generative AI skill in Third-party Risk Management; AI summaries of third-party risk issues
A generative AI skill in Third-party Risk Management that summarises a third-party risk issue from all the information in the issue record, for risk assessors and analysts. ServiceNow: “This generative AI skill is turned on by default.” ServiceNow: “Be sure to check AI-generated summaries for accuracy.”
- Where to check the switch
- No switch found — look in your ServiceNow settings or ask your administrator
ServiceNow Otto for Smart Assessment Engine (SAE)
generative AI that drafts assessment answers from earlier answers and documents
Generative AI skills that draft answers to assessments by reusing questions answered in earlier classic and smart assessments and supporting documents. ServiceNow: “Use the ServiceNow® ServiceNow Otto for Smart Assessment Engine (SAE) application to empower your teams to draft assessment responses by reusing previously answered questions from classic and smart assessments along with supporting documents.”
- Where to check the switch
- No switch found — look in your ServiceNow settings or ask your administrator
ServiceNow Otto for CWM
also called ServiceNow Otto for Collaborative Work Management; generative AI skills that draft tasks, child tasks and stories for project teams
Generative AI skills in the Collaborative Work Management workspace that generate scrum tasks from a user story's description and acceptance criteria, break a large task into child tasks, and create tasks or stories from an uploaded file or an open prompt. ServiceNow: “You can review and edit AI-generated tasks before adding them to your story.”
- Where to check the switch
- No switch found — look in your ServiceNow settings or ask your administrator
ServiceNow Otto for Strategic Portfolio Management
generative AI skills and AI agents for portfolio, project and demand managers
Generative AI skills and AI agents for product, project and demand managers that summarise feedback and documents, create demands through conversation, generate project insights and write stories from epics. ServiceNow: “Use the ServiceNow Otto for Strategic Portfolio Management application to summarize feedback in Strategic Planning or text in Docs, create a demand with a conversational experience, generate insights for projects, and generate stories from epics.”
- Where to check the switch
- No switch found — look in your ServiceNow settings or ask your administrator
ServiceNow Otto for EA
also called ServiceNow Otto for Enterprise Architecture; generative AI skills and AI agents for enterprise architects
Generative AI skills and AI agents in the Enterprise Architecture Workspace that summarise and refine content, generate and compare architecture diagrams, give insights into business applications and answer questions about the architecture portfolio in natural language. ServiceNow: “These skills help you summarize and refine content, generate and compare diagrams, gather insights into business applications, and query your enterprise architecture portfolio using natural language.”
- Where to check the switch
- No switch found — look in your ServiceNow settings or ask your administrator
ServiceNow Otto for CMDB
also called ServiceNow Otto for Configuration Management Database; generative AI skills and agentic workflows for configuration data
Generative AI skills and agentic workflows for the configuration management database: summaries of configuration items, help resolving duplicate records, fast searches of the database and diagnosis of Service Graph Connector import problems. ServiceNow: “Use ServiceNow Otto for Configuration Management Database (CMDB) to improve the quality of CMDB data, search the CMDB quickly, find and remedy issues with Service Graph Connector import sets, and several other processes.”
- Where to check the switch
- No switch found — look in your ServiceNow settings or ask your administrator
ServiceNow Otto for Hardware Asset Management (HAM)
agentic workflows for hardware requests and repairs
Agentic workflows that automate hardware asset requests and repairs. ServiceNow: “Use the ServiceNow Otto for Hardware Asset Management (HAM) application to streamline and automate the hardware asset request process and the repair process with the agentic workflows.”
- Where to check the switch
- No switch found — look in your ServiceNow settings or ask your administrator
ServiceNow Otto for Software Asset Management (SAM)
generative AI skills for software licence compliance and savings
Generative AI skills for software asset managers that take on manual work and give insights into licence compliance and savings. ServiceNow: “Use the ServiceNow Otto for Software Asset Management (SAM) application to integrate generative AI capabilities into your daily workflow, thereby minimizing manual tasks while enhancing compliance visibility and optimization insights.”
- Where to check the switch
- No switch found — look in your ServiceNow settings or ask your administrator
Cloud cost summarizer
the generative AI skill in ServiceNow Otto for Cloud Cost Management; AI-written summaries of cloud spending
A generative AI skill in Cloud Cost Management that writes a summary of cloud spending trends across cloud providers, the top cost drivers and recommendations to reduce costs. ServiceNow: “This generative AI skill is turned on by default.”
- Where to check the switch
- No switch found — look in your ServiceNow settings or ask your administrator
ServiceNow Otto for Operational Sustainability
formerly ESG; generative AI skills and AI agents for sustainability data collection and reporting
Generative AI skills, AI agents and agentic workflows for sustainability teams that automate the collection of sustainability data for reporting. ServiceNow: “Use the ServiceNow Otto for Operational Sustainability application to empower your sustainability teams with Generative AI-powered capabilities to automate and streamline data collection, and confirm accurate, auditable reporting at enterprise scale.”
- Where to check the switch
- No switch found — look in your ServiceNow settings or ask your administrator
ServiceNow Otto for APO
also called ServiceNow Otto for Accounts Payable Operations; generative AI for invoice cases, invoice data and purchase order matching
Generative AI skills for accounts payable teams that summarise invoice cases, extract data from invoices and map invoice lines to purchase order lines. ServiceNow: “ServiceNow Otto for APO uses generative AI to help AP fulfillers summarize cases, extract invoice data, and map PO lines.”
- Where to check the switch
- No switch found — look in your ServiceNow settings or ask your administrator
ServiceNow Otto for Supplier Lifecycle Operations (SLO)
generative AI for supplier managers
Generative AI for supplier managers that guides them through their supplier work in a conversation-like experience. ServiceNow: “Use the ServiceNow Otto for Supplier Lifecycle Operations (SLO) application to guide your supplier managers through a conversation-like experience for their supplier needs.”
- Where to check the switch
- No switch found — look in your ServiceNow settings or ask your administrator
ServiceNow Otto for Sourcing and Procurement Operations (SPO)
conversational and generative AI, and AI agents, for procurement teams
Conversational AI and AI agents for procurement teams that summarise procurement records, draft emails, categorise purchases, analyse supplier messages, take requests through conversation and process uploaded documents. ServiceNow: “ServiceNow Otto for Sourcing and Procurement Operations (SPO) provides conversational AI assistance for procurement tasks.”
- Where to check the switch
- No switch found — look in your ServiceNow settings or ask your administrator
ServiceNow Otto for Purchase Order Management (POM)
agentic workflows for purchase order exceptions and confirmations
Agentic workflows that automatically create purchase order exceptions or confirmations, with a conversation-like experience for dealing with purchase order exceptions. ServiceNow: “Use ServiceNow Otto for Purchase Order Management (POM) to automatically create purchase order exceptions or confirmations, and for a conversation-like experience to mitigate purchase order exceptions.”
- Where to check the switch
- No switch found — look in your ServiceNow settings or ask your administrator
ServiceNow Otto for Vault
generative and agentic AI in ServiceNow Vault
Generative AI skills and agentic workflows in ServiceNow Vault that generate custom data patterns, check which roles can read an encrypted column and schedule data discovery jobs. ServiceNow: “With ServiceNow Otto for Vault , you can generate custom data patterns, check role access for an encrypted column, and schedule data discovery jobs.”
- Where to check the switch
- No switch found — look in your ServiceNow settings or ask your administrator
ServiceNow Otto for Zero Copy Connector
AI skills and agentic workflows that answer questions about data in connected ERP systems
Generative AI skills and agentic workflows that find and query information in the customer's ERP systems connected through Zero Copy Connector. ServiceNow: “Use the ServiceNow Otto for Zero Copy Connector AI skills and agentic workflows to obtain information about ERP systems, software, models, and data products.”
- Where to check the switch
- No switch found — look in your ServiceNow settings or ask your administrator
ServiceNow Otto for Operational Technology (OT) Service Management
generative AI summaries and resolution notes for operational technology incidents; being prepared for deprecation
Generative AI skills that summarise operational technology (OT) incidents and draft their resolution notes. ServiceNow: “Use the ServiceNow Otto for Operational Technology (OT) Service Management application to summarize the Operational Technology (OT) incident information and generate incident resolution notes.” ServiceNow: “It will be hidden and no longer installed on new instances but will continue to be supported.”
- Where to check the switch
- No switch found — look in your ServiceNow settings or ask your administrator
Now Assist for Operational Technology Manager (OTM)
generative AI in OT Manager Foundation for operational technology device data; being prepared for deprecation
Generative AI in OT Manager Foundation that helps with operational technology (OT) device data in the Industrial Workspace. ServiceNow: “Starting with the Australia release, Now Assist for Operational Technology Manager (OTM) is being prepared for future deprecation.” ServiceNow: “It will be hidden and no longer installed on new instances but will continue to be supported.”
- Where to check the switch
- No switch found — look in your ServiceNow settings or ask your administrator
