--- sourceDocument: Australia Operational Technology Management sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/operational-technology Release : - australia ft:locale : - en-US ft:publication_title : - Australia Operational Technology Management ft:clusterId : - optm bundleId : - optm workflow : - Technology --- # ServiceNow Otto for OT Service Management # ServiceNow Otto for Operational Technology (OT) Service Management {#ariaid-title1} Release version: Australia Updated July 23, 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 Operational Technology (OT) Service Management The ServiceNow Otto for Operational Technology (OT) Service Management application helps summarize OT incident information and generate incident resolution notes. This enables users to gain better context and implement faster incident resolutions within their OT environments. Show full answer Show less Starting with the Australia release, the older Now Assist for OTSM is being deprecated and hidden on new instances, but will remain supported for existing customers. The new ServiceNow AI Platform introduces enhanced AI capabilities with three licensing tiers: Foundation, Advanced, and Prime, offering varying levels of AI insights, productivity enhancements, and autonomous actions. ## Key Features * **Incident Summarization and Resolution Notes:** Automatically summarizes incident details to help users understand context and accelerate resolution. * **AI Platform Integration:** Leverages generative AI skills, agentic workflows, and AI agents, depending on license level, to enhance OT service management. * **Licensing Tiers:** * **Foundation:** Basic AI insights. * **Advanced:** AI to boost productivity across use cases. * **Prime:** Full AI autonomy and customization capabilities. ## Important Considerations * **Model Provider Availability:** Some AI models and features may not be available in certain regions or regulated environments (e.g., FedRAMP, NSC DOD IL5, Australia IRAP-Protected data centers) or for in-country SKUs. Customers should verify availability for their location and environment. * **AI Limitations and Responsibility:** The AI outputs may not always be accurate or fully appropriate. Customers must test, validate, and apply human oversight to AI-generated content, especially for critical use cases such as healthcare, finance, legal, security, and infrastructure. Sole reliance on AI for decision-making is discouraged. * **Data Processing and Privacy:** Data used by the application is transferred to centralized ServiceNow environments or third-party cloud providers (e.g., Microsoft Azure) in compliance with ServiceNow's internal policies. Customers have the option to opt out of data collection used to improve ServiceNow AI technologies. ## What Customers Can Expect By using ServiceNow Otto for OT Service Management, customers gain improved visibility and efficiency in handling OT incidents through AI-powered summarization and resolution assistance. They benefit from a scalable AI platform tailored to their licensing level, with strong emphasis on data privacy and responsible AI use. Customers should remain aware of regional and regulatory restrictions affecting AI feature availability and ensure appropriate human oversight when applying AI insights in their OT operations. Use the ServiceNow Otto for Operational Technology (OT) Service Management application to summarize the Operational Technology (OT) incident information and generate incident resolution notes. You can enable your users to understand the context so that they can implement quicker resolutions. ## Get started {#now-assist-for-operational-technology-service-management__section_tvx_1mb_zjc} 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). ## Get started with AI {#now-assist-for-operational-technology-service-management__section_uvx_1mb_zjc} Starting with the Australia release, Now Assist for Operational Technology Service Management (OTSM) is being prepared for future deprecation. It will be hidden and no longer installed on new instances but will continue to be supported. For details, see the [Deprecation Process \[KB0867184\]](https://support.servicenow.com/kb_view.do?sysparm_article=KB0867184) article in the Now Support Knowledge Base. The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available: * Foundation: AI basics to deliver insights * Advanced: AI to boost productivity across relevant use cases * Prime: Act autonomously with all AI assets, and create your own {#now-assist-for-operational-technology-service-management__ul_szz_vjt_43c}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). For more information about AI capabilities in Operational Technology Service Management, see [ServiceNow Otto for OTSM](https://servicenow-prod.fluidtopics.net/BaeS8Nef3eQUu_Mtq5b2Iw "The ServiceNow Otto for Operational Technology (OT) Service Management application enables teams to summarize OT incident details and generate incident resolution notes to share with other users."). For information about AI assets that are available on the ServiceNow AI Platform, see the following topics: * [Generative AI skills](https://www.servicenow.com/docs/access?context=now-assist-skills&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US) * [Agentic workflows](https://www.servicenow.com/docs/access?context=sn-aia-use-cases-list&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US) {#now-assist-for-operational-technology-service-management__ul_osh_bmt_43c} 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-operational-technology-service-management__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-operational-technology-service-management__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-operational-technology-service-management__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-operational-technology-service-management__ul_j3b_4vd_wcc} ## AI limitations {#now-assist-for-operational-technology-service-management__section_vvx_1mb_zjc} 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-operational-technology-service-management__p_kv2_nfg_h1c} ## Data processing {#now-assist-for-operational-technology-service-management__section_wvx_1mb_zjc} 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-operational-technology-service-management__p_lv2_nfg_h1c} ## Data collection {#now-assist-for-operational-technology-service-management__section_xvx_1mb_zjc} 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. Customers can opt out of future data collection at any time, as described in the [AI 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).{#now-assist-for-operational-technology-service-management__p_jv2_nfg_h1c}