---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Configure

# Configure ServiceNow Otto for IT Service Management (ITSM) {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
If you have the admin role, you can configure the ServiceNow Otto for IT Service Management (ITSM) application so that agents can use the generative AI capabilities in Service Operations Workspace for ITSM and in Core UI.

## Before you begin

Role required: admin

## About this task

Use the ServiceNow Otto Admin console to configure ServiceNow Otto for IT Service Management (ITSM). This console contains everything that you need to install the plugins and configure the generative AI skills. For additional information, see [Overview tab in AI Admin Hub](https://www.servicenow.com/docs/access?context=configuring-now-assist&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US). For the list of all skills supported in ServiceNow Otto for IT Service Management (ITSM), see [Using ServiceNow Otto for IT Service Management (ITSM) Generative AI skills](https://servicenow-prod.fluidtopics.net/VIvLPX8pFgs5bFApV0nYnw "If you have the itil role, you can summarize the chat interactions with a requester, summarize an incident, and generate resolution notes by using the ServiceNow Otto for IT Service Management (ITSM) application. You can also understand the chat and incident context and propose resolutions more quickly to the requester.").

Domain separation is supported in ServiceNow Otto for IT Service Management (ITSM). For details, see [Domain separation in the AI Admin Hub console](https://www.servicenow.com/docs/access?context=domain-separation-in-the-now-assist-admin-console&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).  
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).

## Procedure

1. Install the ServiceNow Otto for IT Service Management (ITSM) (sn_itsm_gen_ai).  
   * For information about the application dependencies, see [Supporting information for ServiceNow Otto for IT Service Management (ITSM)](https://servicenow-prod.fluidtopics.net/qQPgQPDGn~jmkq_Gupf_SA "Get a quick overview of the important information that is related to the ServiceNow Otto for IT Service Management (ITSM) application.").
   * For information about the installation process, see [Install plugins for ServiceNow Otto](https://www.servicenow.com/docs/access?context=install-now-assist-feature-plugins&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).
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2. Navigate to AdminAI Admin Hub.
3. Select the AI Skills tab.
4. Activate and configure the skills for the ServiceNow Otto for ITSM features.  
   These features are grouped under the Technology workflow group. Each feature has its associated skills.
5. On the tile for your skill, select Activate skill.
6. Select the inputs or triggers for the selected skill.  
   For information about the inputs and triggers for each skill, see [Skill inputs and triggers for ServiceNow Otto for IT Service Management (ITSM)](https://servicenow-prod.fluidtopics.net/QT06qRdfy~Mt1zHf12iKdg "Get a quick overview of the skill inputs and triggers for ServiceNow Otto for IT Service Management (ITSM). By configuring the inputs or triggers for a skill, you can determine how and when a skill is used.").  
   Figure 1. Example Define trigger screen for the Chat summarization skill
7. After you've configured the inputs or triggers for the selected skill, select Save and continue to go to the next step.  
   You can return to a previous step by using the Back button.
8. Select where you'd like to display the skill.
9. After you've configured the display for the selected skill, select Save and continue to go to the next step.
10. Review your choices and select Activate to complete the configuration.  
    Your skill is configured.
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**Related topics**   

* [Overview tab in AI Admin Hub](https://www.servicenow.com/docs/access?context=configuring-now-assist&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US)
* [Configuring AI skills](https://www.servicenow.com/docs/access?context=configuring-na-landing&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US)

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