--- sourceDocument: Australia Governance, Risk, and Compliance sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/governance-risk-compliance Release : - australia ft:locale : - en-US ft:publication_title : - Australia Governance, Risk, and Compliance ft:clusterId : - grc bundleId : - grc workflow : - Technology --- # ServiceNow Otto # ServiceNow Otto for Integrated Risk Management (IRM) {#ariaid-title1} * Release version: Australia * * Updated March 12, 2026 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 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 Integrated Risk Management (IRM) ServiceNow Otto for Integrated Risk Management (IRM) leverages generative AI to enhance risk management processes by summarizing issue records, identifying potential risks, and reviewing controls. This AI-driven solution integrates insights directly into your existing workflows, enabling faster and more informed decision-making while reducing manual effort. Show full answer Show less ## Key Features * **Generative AI Capabilities:** Automatically generate summaries and insights from IRM records to improve understanding and response times. * **Agentic AI:** Utilize AI agents to autonomously complete tasks within the IRM framework, streamlining operations. * **Configurable Access:** Features and AI skills vary based on your ServiceNow license and product tier, with some limitations based on region and regulatory environments. ## Important Considerations * Not all AI model providers or features are available in certain regions, data centers (e.g., FedRAMP, NSC DOD IL5, Australia IRAP-Protected), or for self-hosted customers. * AI outputs may not always be fully accurate or appropriate; human oversight is essential, especially in high-impact areas such as healthcare, finance, legal, and security. * Use of the application requires compliance with ServiceNow's AI Acceptable Use Policy. ## Data Handling and Privacy Data processed by this application may be transferred from your ServiceNow instance to centralized ServiceNow environments or third-party cloud providers like Microsoft Azure, following ServiceNow's internal policies and compliance standards. ServiceNow collects input, output, and edits from the application to improve AI technologies, including incident and chat data. Customers have the option to opt out of data collection to maintain privacy. ## Getting Support * Access assistance through the ServiceNow Community on AI and Intelligence and the Known Error Portal. * For specific issues, contact ServiceNow Customer Service and Support. Use the ServiceNow Otto for Integrated Risk Management (IRM) plugin to summarize issue records, identify potential risks, and review controls using generative AI. It helps you quickly understand the context of records, reduce manual effort, and make faster, more informed decisions by delivering relevant insights directly within your existing workflows. ## Get started {#now-assist-for-irm__section_hht_hgl_5yb} |-|-|-| | [ExploreLearn more about ServiceNow Otto for Integrated Risk Management (IRM)](https://servicenow-prod.fluidtopics.net/_l16L9L5PU2QONeKG~bu4w "With the ServiceNow Otto for Integrated Risk Management (IRM) application, you can use generative AI to support key IRM tasks such as summarizing issues, identifying risks, and reviewing controls. These capabilities are integrated into IRM records and help streamline how you work with issues, risks, controls, policy exceptions, and more.") | [ConfigureConfigure the ServiceNow Otto for Integrated Risk Management (IRM) to get started](https://servicenow-prod.fluidtopics.net/AJL1ABfNlPJ08tqYGGVc_g "If you have the admin role, you can configure ServiceNow Otto for IRM so that your agents can use the generative AI skills in the IRM workspace.") | [Use IRM generative AIUse generative AI capabilities offered by ServiceNow Otto for Integrated Risk Management (IRM)](https://servicenow-prod.fluidtopics.net/T8Ebg7blQTsMqzeP3tc_Zw "Use the generative AI skills that are supported by the ServiceNow Otto for Integrated Risk Management (IRM) application for quick actions with issues.") | | | [Use agentic AIUse AI agents in ServiceNow Otto for Integrated Risk Management (IRM) to complete tasks autonomously.](https://servicenow-prod.fluidtopics.net/N5xjaEAn9_dq8v8qliS1_A "Use agents within an agentic workflow or as standalone agents to achieve specific automated outcomes.") | | [ ] {#now-assist-for-irm__table_iht_hgl_5yb} Note: Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents. For more information, see [ServiceNow product tiers](https://www.servicenow.com/docs/access?context=ai-native-sku-overview&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US). 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](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1584492) article in the Now Support Knowledge Base. Be sure to check for model provider availability updates in future releases.{#now-assist-for-irm__na-in-country-notice} * 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](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0743854) article in the Now Support Knowledge Base. Be sure to check for availability updates in future releases.{#now-assist-for-irm__na-restricted-envs-notice} * Some AI products/features are currently available only for customers in some regions. Be sure to check for availability updates in future releases.{#now-assist-for-irm__na-standalone-language-notice} * Some AI products and skills are not available in Regulated Markets. For more information, see [KB2593939: Regulated Markets AI Products/Skills Not Available](https://support.servicenow.com/kb?id=kb_article_view&sys_kb_id=e8d7cc82475aba90b7832920326d4362). Be sure to check for availability updates in future releases. {#now-assist-for-irm__ul_j3b_4vd_wcc} ## Troubleshoot and get help {#now-assist-for-irm__section_nht_hgl_5yb} * [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-irm__ul_oht_hgl_5yb} ## AI limitations {#now-assist-for-irm__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-irm__p_kv2_nfg_h1c} ## Data processing {#now-assist-for-irm__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-irm__p_lv2_nfg_h1c} ## Data collection {#now-assist-for-irm__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).