ServiceNow Otto for Operational Technology \(OT\) Service Management
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.
ServiceNow Otto for OT Service Management overview
The following generative AI capabilities are available for OTSM users:
- An auto-generating OT incident summary that helps you understand the OT incident context.
- Auto-generated OT incident resolution notes that help other users resolve similar incidents.
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.
ServiceNow Otto for OT Service Management skills
Operational Technology (OT) incident summarization
Enables you to expedite the OT incident troubleshooting process by reviewing a summary that includes the issue, actions taken, and resolution. You can generate an incident summary for active incidents to understand the incident context. You can also refresh the summary, post the summary to the incident work notes, copy the summary, and provide feedback about the summary.
The incident summary includes the following information:
- Short description
- Description
- Work notes
- Additional comments
- Priority
- Site
- Equipment model entity
- OT device
- OT incident task
Resolution note generation for OT incidents
Automatically generates the resolution notes for an OT incident and provides the context to another user who might encounter similar incidents.
Availability notices
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 article in the Now Support Knowledge Base. Be sure to check for model provider availability updates in future releases.
- 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 article in the Now Support Knowledge Base. Be sure to check for availability updates in future releases.
- Some AI 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
- ServiceNow Community on AI and Intelligence
- Search the Known Error Portal for known error articles
- Contact Customer Service and Support
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 AI Opt-Out page.
For more information, see the ServiceNow AI documentation.
Parent Topic:Exploring Operational Technology Incident Management
--- title: ServiceNow Otto for Operational Technology \(OT\) Service Management description: 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. locale: en-US canonical_url: https://www.servicenow.com/docs/r/australia/operational-technology/operational-technology-incident-management/exploring-now-assist-otsm.html release: australia product: Operational Technology Incident Management classification: operational-technology-incident-management topic_type: concept last_updated: "2026-09-10" reading_time_minutes: 3 breadcrumb: [Explore, Operational Technology Incident Management, Operational Technology] --- # ServiceNow Otto for Operational Technology \(OT\) Service Management 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. ## ServiceNow Otto for OT Service Management overview The following generative AI capabilities are available for OTSM users: - An auto-generating OT incident summary that helps you understand the OT incident context. - Auto-generated OT incident resolution notes that help other users resolve similar incidents. **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://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/intelligent-experiences/ai-native-sku-overview.md). ## ServiceNow Otto for OT Service Management skills **Operational Technology \(OT\) incident summarization** Enables you to expedite the OT incident troubleshooting process by reviewing a summary that includes the issue, actions taken, and resolution. You can generate an incident summary for active incidents to understand the incident context. You can also refresh the summary, post the summary to the incident work notes, copy the summary, and provide feedback about the summary. The incident summary includes the following information: - Short description - Description - Work notes - Additional comments - Priority - Site - Equipment model entity - OT device - OT incident task **Resolution note generation for OT incidents** Automatically generates the resolution notes for an OT incident and provides the context to another user who might encounter similar incidents. ## Availability notices **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. - 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. - Some AI 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](https://support.servicenow.com/kb?id=kb_article_view&sys_kb_id=e8d7cc82475aba90b7832920326d4362). Be sure to check for availability updates in future releases. ## Troubleshoot and get help - [ServiceNow Community on AI and Intelligence](https://www.servicenow.com/community/ai-intelligence-articles/tkb-p/ai-platform-kb) - [Search the Known Error Portal for known error articles](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0597477) - [Contact Customer Service and Support](https://support.servicenow.com/now?draw=case) ## 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](https://www.servicenow.com/ai-acceptable-use-policy.html), 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](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0564067). ## 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 [AI Opt-Out page](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/intelligent-experiences/opt-out-of-data-sharing-for-now-assist.md). For more information, see the [ServiceNow AI documentation](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/intelligent-experiences/ai-products.md). **Parent Topic:**[Exploring Operational Technology Incident Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/operational-technology/operational-technology-incident-management/exploring-operational-technology-incident-mgt.md)
| title | ServiceNow Otto for Operational Technology \(OT\) Service Management |
| description | 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. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/australia/operational-technology/operational-technology-incident-management/exploring-now-assist-otsm.html |
| release | australia |
| product | Operational Technology Incident Management |
| classification | operational-technology-incident-management |
| topic_type | concept |
| last_updated | 2026-09-10 |
| reading_time_minutes | 3 |
| breadcrumb | ExploreOperational Technology Incident ManagementOperational Technology |