Use agentic AI for Now Assist for Operational Technology Manager (OTM)

  • Release version: Yokohama
  • Updated November 21, 2025
  • 2 minutes to read
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    Summary of Use agentic AI for Now Assist for Operational Technology Manager (OTM)

    The Operational Technology Manager (OTM) AI agent enables ServiceNow customers to automate tasks within agentic workflows, allowing autonomous completion of operational technology (OT) management activities. Specifically, the Import OT device spreadsheet into OT CMDB workflow facilitates seamless import, validation, and integration of OT device data into the Configuration Management Database (CMDB).

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    Key Features

    • Agentic Workflow for Importing OT Devices: Automates importing device inventory spreadsheets, mapping data to OT staging tables, validating and remediating records, and importing validated data into the CMDB using the OT Excel import task AI agent.
    • Support for Multiple Large Language Models (LLMs): Compatible with Now LLM Service, Now LLM Long Term Stable models (LTS), Azure OpenAI, Google Gemini, and Anthropic Claude on AWS. Configuration is managed through AI Control Tower and the Now Assist Admin console.
    • Security Implementation: Execution of AI agents and agentic workflows integrates with Access Control Lists (ACLs) and user identities. Role masking restricts workflow privileges according to assigned roles, ensuring secure operations.
    • Agentic Workflow Activation Requirements: Autonomous operation requires duplicating and activating the agentic workflow and AI agents, plus setting unique triggers for automatic invocation. Manual invocation is also supported.
    • Standalone AI Agents: Some AI agents may exist outside agentic workflows. Users can discover and manage these via the instance’s AI agent list or explore additional agents from the AI Agent Marketplace on the ServiceNow Store.

    Practical Considerations

    • By default, AI agents and workflows are read-only; customers must duplicate and activate them for autonomous use.
    • Security roles and data access settings must be properly configured to match the assigned roles of agentic workflows to enable user access.
    • Using Now Assist’s agentic AI for OTM streamlines OT device data management, reduces manual errors, and improves operational efficiency by automating data import and validation tasks.

    Use the Operational Technology Manager (OTM) AI agent within an agentic workflow to complete tasks autonomously.

    Table 1. Table 1. Available agentic workflows for OTM AI agent collection
    Agentic workflow name Description Available AI agents
    Import OT device spreadsheet into OT CMDB With the Import OT device spreadsheet into OT CMDB agentic workflow, you can do the following:
    • Import the device inventory spreadsheet and map data to the OT staging table
    • Validate OT staging table records, remediate invalid records, and import all validated records into the Configuration Management Database (CMDB)
    		 OT Excel import task AI agent
    Important:
    Some Now Assist skills, agents, and agentic workflows are turned on by default. For more information, see Now Assist skills, agents, and agentic workflows on by default.

    Supported Large Language Models

    Note:

    You can use Now LLM Service, Now LLM Long Term Stable models (LTS), Azure OpenAI, Google Gemini or Anthropic Claude on AWS as the AI model provider for all Now Assist skills and AI agents. Use the Configuration Controls in AI Control Tower to define which options are available, then set the skill-level preferences in the Now Assist Admin console. For more information, see Large language models on the ServiceNow AI Platform®.

    Security implementation considerations

    Enable security implementation to execute AI agents and agentic workflows through Access Control Lists (ACLs) and user identities. For more information, see Implement access control in Now Assist AI agents

    Considerations for running the autonomous AI agents

    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, 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.

    Standalone AI agents

    Looking for an AI agent?
    • There might be AI agents installed with the Now Assist application that are not used in agentic workflows. To learn how to see all agents that are available on your instance, see Find AI agents.
    • To find agents that might not be installed on your instance, visit the AI Agent Marketplace on the ServiceNow Store.

    Role masking

    Role masking enables users to limit the roles and privileges of agentic workflows during tool execution. Agentic workflows and their AI agents that get installed with Now Assist applications are assigned pre-defined roles. If you select Users with specific roles for user access, you must configure the security controls to include these roles. Data access settings must also include these roles. For the instructions to change the security controls, see Define security controls for an agentic workflow.