--- sourceDocument: Australia Operational Sustainability Management (formerly Environmental, Social, and Governance) sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/environmental-social-governance Release : - australia ft:locale : - en-US ft:publication_title : - Australia Operational Sustainability Management (formerly Environmental, Social, and Governance) ft:clusterId : - esgv bundleId : - esgv workflow : - Technology --- # ServiceNow Otto # ServiceNow Otto for Operational Sustainability {#ariaid-title1} * Release version: Australia * * Updated March 12, 2026 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of ServiceNow Otto for Operational Sustainability ServiceNow Otto for Operational Sustainability is an application designed to help sustainability teams leverage generative AI capabilities to automate and streamline the collection of operational sustainability data, such as utility bill metrics, and to ensure accurate, auditable reporting at an enterprise scale. This tool enhances efficiency and reliability in sustainability data management by using AI-powered skills within the Operational Sustainability Workspace. Show full answer Show less ## Configuration and Usage * **Configuration:** Administrators with the appropriate role can configure the application to enable users to access generative AI skills tailored for operational sustainability tasks. * **Using AI Skills:** Users assigned the `snesggenai.docinteluser` role can automate the extraction of sustainability metrics from utility invoices, accurately mapping this data to relevant metric definitions and entities. * **Agentic AI:** The application supports the use of AI agents, either within workflows or as standalone entities, to automate specific outcomes related to operational sustainability management. ## Data Handling and AI Considerations * The application processes data by transferring it from individual ServiceNow customer instances to a centralized environment, potentially across different data center regions or third-party cloud providers such as Microsoft Azure. This data handling complies with ServiceNow's internal policies and regulatory standards. * ServiceNow collects inputs, outputs, and edits from this application to improve AI technologies but offers customers the option to opt out of future data collection. * Because the application uses AI and machine learning, outputs may not always be fully accurate or appropriate. Customers are advised to implement human oversight and thoroughly test AI-generated data before using it for critical decision-making, especially in sensitive domains. * Users must adhere to ServiceNow's AI Acceptable Use Policy when deploying this application. ## Support and Resources * ServiceNow provides community forums, knowledge bases, and customer support channels to assist with the use and troubleshooting of the application and its AI capabilities. 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. ## Get started {#now-assist-for-esg__cf-app-landing-get-started} {#now-assist-for-esg__table_vm1_s5t_sgc__entry__3} | | | | |-|-|-| | [Exploring ServiceNow Otto for Operational Sustainability](https://servicenow-prod.fluidtopics.net/NCuuUWktl14hARlsLbSwqw "With the Operational Sustainability Management application, you can use the skills to automate the collection of operational sustainability metric data from utility bill documents.")ExploreLearn more about ServiceNow Otto for Operational Sustainability skills | [Configure ServiceNow Otto for Operational Sustainability](https://servicenow-prod.fluidtopics.net/Bg6DJPXunMdja1_rQIU9ug "If you have the admin role, you can configure the ServiceNow Otto for Operational Sustainability application so that your users can use the generative AI skills in the Operational Sustainability Workspace.")ConfigureConfigure the ServiceNow Otto for Operational Sustainability application to get started | [Using ServiceNow Otto for Operational Sustainability skills](https://servicenow-prod.fluidtopics.net/8yDeHCIwsZCunWQ5xjGHfw "If you have the sn_esg_gen_ai.docintel_user role, you can use the ServiceNow Otto for Operational Sustainability skill to automate the extraction of metrics data from utility invoices. Then map the extracted data to the correct metric definitions and entities.")UseUse generative AI capabilities offered by ServiceNow Otto for Operational Sustainability | | | [Use agentic AI in ServiceNow Otto for Operational Sustainability (formerly ESG)](https://servicenow-prod.fluidtopics.net/f70vVN64_Fj2WNxHPsEwMA "Use agents within an agentic workflow or as standalone agents to achieve specific automated outcomes.")Use Operational Sustainability Management AI agent collection | | [ ] {#now-assist-for-esg__table_vm1_s5t_sgc} * [ServiceNow Community on AI and Intelligence](https://www.servicenow.com/community/ai-intelligence-articles/tkb-p/ai-platform-kb) * [Search the Known Error Portal for known error articles](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0597477) * [Contact Customer Service and Support](https://support.servicenow.com/now?draw=case) {#now-assist-for-esg__ul_oht_hgl_5yb} ## AI limitations {#now-assist-for-esg__section_w4v_wxm_xyb} 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](https://www.servicenow.com/ai-acceptable-use-policy.html), which may be updated by ServiceNow.{#now-assist-for-esg__p_kv2_nfg_h1c} ## Data processing {#now-assist-for-esg__section_x4v_wxm_xyb} 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](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0564067).{#now-assist-for-esg__p_lv2_nfg_h1c} ## Data collection {#now-assist-for-esg__section_y4v_wxm_xyb} 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. In addition, this application will collect incident data (for Incident Assist and Knowledge Assist) and chat transcripts (for Chat Assist). Customers can opt out of future data collection at any time, as described in the [Now Assist Opt-Out page](https://www.servicenow.com/docs/access?context=opt-out-of-data-sharing-for-now-assist&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US). For more information, see the [Now Assist documentation](https://www.servicenow.com/docs/access?context=platform-now-assist-landing&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US). * **[Exploring ServiceNow Otto for Operational Sustainability](https://servicenow-prod.fluidtopics.net/NCuuUWktl14hARlsLbSwqw)** With the Operational Sustainability Management application, you can use the skills to automate the collection of operational sustainability metric data from utility bill documents. * **[Configure ServiceNow Otto for Operational Sustainability](https://servicenow-prod.fluidtopics.net/Bg6DJPXunMdja1_rQIU9ug)** If you have the admin role, you can configure the ServiceNow Otto for Operational Sustainability application so that your users can use the generative AI skills in the Operational Sustainability Workspace. * **[Use agentic AI in ServiceNow Otto for Operational Sustainability (formerly ESG)](https://servicenow-prod.fluidtopics.net/f70vVN64_Fj2WNxHPsEwMA)** Use agents within an agentic workflow or as standalone agents to achieve specific automated outcomes. * **[Using ServiceNow Otto for Operational Sustainability skills](https://servicenow-prod.fluidtopics.net/8yDeHCIwsZCunWQ5xjGHfw)** If you have the sn_esg_gen_ai.docintel_user role, you can use the ServiceNow Otto for Operational Sustainability skill to automate the extraction of metrics data from utility invoices. Then map the extracted data to the correct metric definitions and entities.