---
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


---

# Supporting information

# Supporting information for 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) 3 minutes to read  
Get a quick overview of the important information that is related to the ServiceNow Otto for IT Service Management (ITSM) application.

## Supported versions {#supporting-information-now-assist-itsm__section_uhv_5fg_qyb}

* For Core UI: Starting with Vancouver Patch 2
* For Service Operations Workspace for ITSM: Starting with version 6.0.0
{#supporting-information-now-assist-itsm__ul_mxd_drb_wyb}

## Supported language models for all ServiceNow Otto for ITSM skills and AI agents {#supporting-information-now-assist-itsm__section_wgg_qs3_qfc}

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).

## Role masking for ServiceNow Otto for ITSM agentic workflows, AI agents, and skills {#supporting-information-now-assist-itsm__section_u1b_wv5_dhc}

Mask roles to restrict user access to agentic workflows, standalone AI Agents, and skills. This ensures that users receive only the necessary permissions for their tasks to enhance security and reduce the risk of unauthorized
access.  
How Role Masking Works

Consider a scenario where a user is given roles A, B, and C and each role can access only a specific set of data. Using Access Control Lists (ACLs), the user can access any data or functions that roles A, B, and C could access.
When role masking is applied, the user can only access data specific to that role.  
Role masking considerations for the ServiceNow Otto for ITSM skills

When an ITSM skill is executed, access to its features is initially governed by ACL permissions. This ensures that users can only access the data and functions for which they
are authorized. If the skill uses a Large Language Model (LLM) to perform its function, an additional layer of access control, which is role masking, is applied to the output generated by the LLM.  
Consider a user who has been assigned multiple roles: A, B, and C, each with distinct access privileges. If this user is logged in as role A, activates the Incident summarization skill, and selects Summarize, the process is executed in two key steps:

1. Data Retrieval

   ACL permissions associated with role A are used to fetch the relevant data from the incident table. This ensures that the user can only access data that they are authorized to view.
2. Data Summarization

   After the data is retrieved, an LLM is used for the incident summarization. Role masking is applied to the summarization output based on the access defined for role A and the
   summarized output is tailored based on the access privileges defined by role masking for role A.
{#supporting-information-now-assist-itsm__ol_frd_pmn_3hc}
By applying both ACL permissions and role masking, the system ensures a secure and granular access control mechanism for ITSM skills, protecting sensitive information while providing users with the insights they need to perform
their tasks effectively.

For information on role masking, see [Role masking in AI agents](https://www.servicenow.com/docs/access?context=aia-role-masking&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).

## Supported user interfaces {#supporting-information-now-assist-itsm__section_jps_4gs_dyb}

The ServiceNow Otto for ITSM application includes the skills that are listed in the following table.  
Note:  
Next Experience must be enabled to use the Otto panel. For more information, see [Considerations for activating Next Experience](https://www.servicenow.com/docs/access?context=next-experience-adoption-paths&version=australia&pubname=australia-platform-user-interface&ft:locale=en-US).
{#supporting-information-now-assist-itsm__table_rnv_mfg_qyb__entry__2}

| Interface | Features |
|-|-|
| Service Operations Workspace for ITSM | * Incident summarization * Resolution notes generation * Chat summarization * Otto panel * Knowledge article generation * Sidebar discussion summarization * Change request summarization * Chat reply recommendation * Change request risk explanation * Incident assist * Email reply recommendation * Major Incident Management email content recommendation {#supporting-information-now-assist-itsm__ul_hpg_rfg_qyb} |
| Core UI | * Incident summarization * Resolution notes generation * Otto panel * Knowledge article generation * Sidebar discussion summarization * Change request summarization * Change request risk explanation * Incident assist * Email reply recommendation {#supporting-information-now-assist-itsm__ul_mhb_tfg_qyb} |
[Table 1. ServiceNow Otto for ITSM supported interfaces]

{#supporting-information-now-assist-itsm__table_rnv_mfg_qyb}