--- 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 --- # Use agentic AI # Use agentic AI in 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) 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 Use agentic AI in ServiceNow Otto for Integrated Risk Management (IRM) This documentation describes how ServiceNow customers can utilize agentic AI within the ServiceNow Otto platform for Integrated Risk Management (IRM). Agentic AI enables automation of specific outcomes through agents that operate either within agentic workflows or as standalone entities. Access to features, generative AI skills, workflows, and agents depends on your ServiceNow license tier. Show full answer Show less ## Key Features * **Supported Large Language Models (LLMs):** Customers can select from Now LLM Service, Azure OpenAI, Google Gemini, or Anthropic Claude on AWS as AI model providers. These choices are controlled via the AI Control Tower and AI Admin Hub consoles, allowing configuration of available options and skill-level preferences. * **Security Controls:** Security implementation uses access control lists (ACLs) and user identities to manage execution of AI agents and workflows. The Run As capability allows agents to operate under dynamic or AI user contexts, ensuring secure and compliant automation. * **Autonomous AI Agent Execution:** By default, agentic workflows and AI agents are read-only. To enable autonomous operation, customers must duplicate the desired workflow, activate it and all associated agents, and set unique triggers for automatic invocation. Manual invocation is also supported without activating triggers. * **Standalone AI Agents:** The platform includes standalone AI agents separate from agentic workflows. Customers can view available agents on their instance or explore additional agents via the AI Agent Marketplace on the ServiceNow Store. * **Recommended AI Model:** Azure OpenAI is advised for use with ServiceNow Otto for IRM agentic workflows to optimize performance. ## Practical Considerations for ServiceNow Customers * Review your license entitlements to understand the generative AI features and agents accessible to you. * Configure AI models and skill preferences through the AI Control Tower and AI Admin Hub to align AI capabilities with your organizational needs. * Implement proper security controls using ACLs and Run As capabilities to ensure AI actions conform to your governance policies. * Prepare agentic workflows for autonomous operation by duplicating and activating workflows and agents, and defining unique triggers if automatic invocation is desired. * Explore standalone AI agents to supplement agentic workflows or fulfill specific automation requirements. Use agents within an agentic workflow or as standalone agents to achieve specific automated outcomes. 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). Find information such as the large language models (LLM) supported in Now Assist and security controls that are important considerations for using agentic AI. For more information on language support, see [Multilingual service for Now Assist](https://www.servicenow.com/docs/access?context=translation-for-now-assist&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US) and [Multilingual support for ServiceNow generative AI products](https://www.servicenow.com/community/now-assist-articles/multilingual-support-for-servicenow-generative-ai-products/ta-p/3099258). ## Supported large language models (LLM) {#use-agentic-ai-in-risk-sustainability__section_pwb_fhk_xgc} Note: * You can use Now LLM Service, Azure OpenAI, Google Gemini or Anthropic Claude on AWS as the AI model provider for all generative AI skills and AI agents. Use the Configuration Controls in [AI Control Tower](https://www.servicenow.com/docs/access?context=ai-model-providers&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US) to define which options are available, then set the skill-level preferences in the [AI Admin Hub console](https://www.servicenow.com/docs/access?context=manage-large-language-models&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US). For more information, see [Large language models on the ServiceNow AI Platform®](https://www.servicenow.com/docs/access?context=exploring-large-language-models&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US). * For the Now LLM Service updates, see [Now LLM Service updates](https://www.servicenow.com/docs/access?context=now-llm-model-updates&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US). {#use-agentic-ai-in-risk-sustainability__ul_mkc_txv_dhc} ## Security implementation considerations {#use-agentic-ai-in-risk-sustainability__section_tcr_ghk_xgc} Enable security implementation to execute AI agents and agentic workflows through access control lists (ACLs) and user identities. ACLs provide the Run As capability to let agents and agentic workflows execute actions either as a dynamic user or as an AI user. For more information, see [Implement access control in AI agents](https://www.servicenow.com/docs/access?context=aia-security-implementation&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US). ## Considerations for running the autonomous AI Agents {#use-agentic-ai-in-risk-sustainability__section_bhz_3hk_xgc} Important: By default, all agent workflow and AI agent records are read-only. To run the AI agents autonomously, you must first [duplicate the agentic workflow](https://www.servicenow.com/docs/access?context=clone-aia-usecase&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US), and then proceed with the following steps: * Activate the agentic workflow. * Activate all agents within the agentic workflow. * Activate the trigger to invoke the agentic workflow automatically. The triggers for each agentic workflow must be unique. If you prefer to invoke it manually, activating the trigger isn't necessary. * Azure OpenAI is recommended for ServiceNow Otto for IRM agentic workflows. {#use-agentic-ai-in-risk-sustainability__ul_cgc_ffk_h2c} ## Standalone AI agents {#use-agentic-ai-in-risk-sustainability__section_cks_khk_xgc} Looking for an AI agent? * There may be AI agents installed with ServiceNow Otto that aren't used in agentic workflows. To learn how to see all agents that are available to you, see [Find AI agents](https://www.servicenow.com/docs/access?context=find-ai-agents&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US) * To find agents that might not be installed on your instance, visit the [AI Agent Marketplace](https://store.servicenow.com/store/ai-marketplace) on the ServiceNow Store. * For information on the standalone ServiceNow Otto for IRM AI agents, see [Standalone AI Agents in ServiceNow Otto for Integrated Risk Management (IRM)](https://servicenow-prod.fluidtopics.net/IND71oT9MvPtE9DMXgaMnA "Use AI agents in Governance, Risk, and Compliance to complete IT-related tasks autonomously."). {#use-agentic-ai-in-risk-sustainability__ul_y3m_bgv_hhc}