Now Assist for Operational Technology Manager (OTM)

  • Release version: Yokohama
  • Updated November 7, 2025
  • 2 minutes to read
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    Summary of Now Assist for Operational Technology Manager (OTM)

    Now Assist for Operational Technology Manager (OTM) is an application designed to streamline processes within the Industrial Workspace by leveraging Operational Technology (OT) device data. It integrates generative AI capabilities to enhance operational efficiency and decision-making related to OT management.

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    Key Features

    • Generative AI Capabilities: Utilize AI-driven insights and workflows to optimize OT device management and related processes.
    • OTM AI Agent Collection: Access specialized AI agents tailored to support tasks within the Operational Technology domain.
    • Agentic Workflows: Implement automated workflows powered by AI to reduce manual effort and improve response times.
    • Configurability: The application can be configured to fit specific organizational requirements within the Industrial Workspace.

    Important Considerations

    • Availability Restrictions: Some AI models and features may not be available to customers in certain regions, restricted environments (such as FedRAMP, NSC DOD IL5, Australia IRAP-Protected data centers), or with specific SKUs. Customers should verify availability based on their deployment context.
    • AI Limitations: The AI components generate predictions based on data patterns and may not always produce fully accurate or appropriate results. Customers must perform thorough testing, apply human oversight, and avoid sole reliance on AI outputs for critical decisions.
    • Data Processing and Privacy: The application transfers data from customer instances to centralized ServiceNow environments, potentially across regions and cloud providers like Microsoft Azure. Data handling complies with ServiceNow’s internal policies and the CORE Compliance Portal.
    • Data Collection: Inputs, outputs, and edits are collected to improve ServiceNow AI technologies. Incident data and chat transcripts may also be gathered for related assistive products. Customers have the option to opt out of data collection.

    Support and Resources

    • Access to the ServiceNow Community on AI and Intelligence for collaboration and problem-solving.
    • Known Error Portal for troubleshooting common issues.
    • Customer Service and Support channels for direct assistance.

    Use the Now Assist for Operational Technology Manager (OTM) application to help streamline processes in the Industrial Workspace related to your Operational Technology (OT) device data.

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    Important:
    • Not all model providers are available for customers with in-country SKUs, and some Now Assist products/features are currently unavailable for in-country customers. For more information, see the KB1584492 article in the Now Support Knowledge Base. Be sure to check for model provider availability updates in future releases.
    • Some Now Assist 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 article in the Now Support Knowledge Base. Be sure to check for availability updates in future releases.
    • Some Now Assist products/features are currently available only for customers in some regions. Be sure to check for availability updates in future releases.
    • Some AI products and skills are not available in Regulated Markets. For more information, see KB2593939: Regulated Markets AI Products/Skills Not Available. Be sure to check for availability updates in future releases.

    Troubleshoot and get help

    AI limitations

    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, which may be updated by ServiceNow.

    Data processing

    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.

    Data collection

    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.

    For more information, see the Now Assist documentation.