---
sourceDocument: Yokohama Operational Technology Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/operational-technology

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Operational Technology Management

ft:clusterId :

    - optm

bundleId :

    - optm

workflow :

    - Technology


---

# Use agentic AI in the OTM application

# Use agentic AI for Operational Technology (OT) Manager Foundation {#ariaid-title1}

Release version: Yokohama  
Updated November 21, 2025  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 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 Use agentic AI for Operational Technology (OT) Manager Foundation

The Operational Technology Manager (OTM) AI agent enables ServiceNow customers to automate tasks related to Operational Technology (OT) management by using agentic workflows.
These workflows allow autonomous completion of tasks such as importing, validating, and remediating OT device data, ultimately streamlining the management of OT assets within the Configuration Management Database (CMDB).
Show full answer Show less  

## Key Features

* **Agentic Workflows:** Designed to automate OT device management tasks, including importing device inventory spreadsheets, mapping data to OT staging tables, validating records, remediating invalid entries, and importing validated data into the CMDB.
* **Supported AI Models:** Compatible with multiple large language models including Now LLM Service, Now LLM Long Term Stable (LTS) models, Azure OpenAI, Google Gemini, and Anthropic Claude on AWS. Configuration of AI model usage is managed through AI Control Tower and AI Admin Hub.
* **Security and Access Control:** Execution of AI agents and workflows is governed by Access Control Lists (ACLs) and user identities to ensure secure operation. Role masking allows limiting privileges of agentic workflows during execution, requiring proper role and data access configuration for users.
* **Activation and Autonomy:** To enable autonomous operation, agentic workflows must be duplicated from their default read-only state, activated along with their included AI agents, and configured with unique triggers for automatic invocation. Manual invocation is also supported by skipping trigger activation.
* **Standalone AI Agents:** Customers can access AI agents not part of agentic workflows via the Now Assist application or explore additional agents from the AI Agent Marketplace on the ServiceNow Store.

## Practical Application

ServiceNow customers can utilize the "Import OT device spreadsheet into OT CMDB" agentic workflow to automate the entire process of uploading OT device data, validating it for accuracy, remediating errors, and importing it directly into the OT CMDB. This automation reduces manual effort, improves data integrity, and accelerates OT asset management.  
Use the Operational Technology Manager (OTM) AI agent within an agentic workflow to complete tasks autonomously.
{#now-assist-for-otm-use-cases__table_ofm_rf1_l2c__entry__3}

| 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) {#now-assist-for-otm-use-cases__ul_jt4_klp_ghc} | OT Excel import task AI agent |
[Table 1. Table 1. Available agentic workflows for OTM AI agent collection]

{#now-assist-for-otm-use-cases__table_ofm_rf1_l2c}  
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](https://www.servicenow.com/docs/access?context=now-assist-skills-on-by-default&version=yokohama&pubname=yokohama-intelligent-experiences&ft:locale=en-US).

## Supported Large Language Models {#now-assist-for-otm-use-cases__section_kdz_q4r_jhc}

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](https://www.servicenow.com/docs/access?context=ai-model-providers&version=yokohama&pubname=yokohama-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=yokohama&pubname=yokohama-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=yokohama&pubname=yokohama-intelligent-experiences&ft:locale=en-US).

## Security implementation considerations {#now-assist-for-otm-use-cases__section_hts_r4r_jhc}

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](https://www.servicenow.com/docs/access?context=aia-security-implementation&version=yokohama&pubname=yokohama-intelligent-experiences&ft:locale=en-US)

## Considerations for running the autonomous AI agents {#now-assist-for-otm-use-cases__section_bhz_3hk_xgc}

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](https://www.servicenow.com/docs/access?context=clone-aia-usecase&version=yokohama&pubname=yokohama-intelligent-experiences&ft:locale=en-US), 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.
{#now-assist-for-otm-use-cases__ul_cgc_ffk_h2c}

## Standalone AI agents {#now-assist-for-otm-use-cases__section_cks_khk_xgc}

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](https://www.servicenow.com/docs/access?context=find-ai-agents&version=yokohama&pubname=yokohama-intelligent-experiences&ft:locale=en-US).
* To find agents that might not be installed on your instance, visit the [AI Agent Marketplace](https://store.servicenow.com/store/ai-marketplace) on the ServiceNow Store.
{#now-assist-for-otm-use-cases__ul_fjk_5cd_4gc}

## Role masking {#now-assist-for-otm-use-cases__section_nc3_zcm_khc}

[Role masking](https://www.servicenow.com/docs/access?context=aia-role-masking&version=yokohama&pubname=yokohama-intelligent-experiences&ft:locale=en-US) 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](https://www.servicenow.com/docs/access?context=define-sec-controls-aw&version=yokohama&pubname=yokohama-intelligent-experiences&ft:locale=en-US).
* **[Import the OT device spreadsheet into OT CMDB agentic workflow](https://servicenow-prod.fluidtopics.net/FMu0wMOVYFtiVPCfm5JB2w)**   
  Use the Import OT device spreadsheet into OT CMDB agentic workflow to automate the upload, validation, and import of your OT device data into the OT CMDB.