Agentic AI for Operational Technology Service Management

---
title: Agentic AI for Operational Technology Service Management
description: Use the Operational Technology Service Management \(OTSM\) AI agent collection to complete tasks autonomously.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/operational-technology/operational-technology-incident-management/now-assist-otsm-use-cases.html
release: australia
product: Operational Technology Incident Management
classification: operational-technology-incident-management
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 2
breadcrumb: [Use, Operational Technology Incident Management, Operational Technology]
---

# Agentic AI for Operational Technology Service Management

Use the Operational Technology Service Management \(OTSM\) AI agent collection to complete tasks autonomously.

|Agentic workflow name|Description|Available AI agents|
|---------------------|-----------|-------------------|
|Generate OT KB articles|After OT incident resolution, the AI agent automatically creates a KB article with relevant contextual information.|OT knowledge generator AI agent|

**Important:** To change this agentic workflow, [duplicate it](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/intelligent-experiences/clone-aia-usecase.md), adjust the settings to suit your specific needs, and activate the duplicated version of the agentic workflow instead.

The minimum role needed to duplicate an agentic workflow is the sn\_aia.admin role. By default, the OTSM agentic workflow is inactive. To use the base system agentic workflow, activate the base system trigger. To customize the agentic workflow, duplicate it.

**Important:** Some generative AI skills, AI agents, and agentic workflows are turned on by default. For more information, see [AI agents, skills, and agentic workflows on by default](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/intelligent-experiences/now-assist-skills-on-by-default.md).

## Supported Large Language Models

**Note:**

You can use Now LLM Service, Azure OpenAI, Google Gemini or Anthropic Claude as the AI model provider for all generative AI skills and AI agents. Use the Configuration Controls in [AI Control Tower](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/intelligent-experiences/ai-model-providers.md) to define which options are available, then set the skill-level preferences in the [AI Admin Hub console](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/intelligent-experiences/manage-large-language-models.md). For more information, see [Large language models on the ServiceNow AI Platform®](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/intelligent-experiences/exploring-large-language-models.md).

## 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 AI agents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/intelligent-experiences/aia-security-implementation.md)

## 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](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/intelligent-experiences/clone-aia-usecase.md), 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

There might be AI agents installed on your instance that are not used in agentic workflows. To learn how to see all agents that are available to you, see [Find AI agents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/intelligent-experiences/find-ai-agents.md).

## Role masking

Agentic workflows and their AI agents use role masking to determine which users can access them. Ones installed with your applications have specific roles that come included with the application. If you select **Users with specific roles** for user access, you must configure the security controls to include these roles. For the instructions to change the security controls, see [Define security controls for an agentic workflow](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/intelligent-experiences/define-sec-controls-aw.md).

-   **[Activate an agentic workflow for ServiceNow Otto for Operational Technology \(OT\) Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/operational-technology/operational-technology-incident-management/activate-agentic-workflow-now-assist-for-otsm.md)**  
Activate the agentic workflows for ServiceNow Otto for Operational Technology \(OT\) Service Management from the AI Agent Studio so that the AI agents can execute requests autonomously. The ServiceNow Otto for OT Service Management agents included with the application are activated by default.
-   **[Generate OT KB articles agentic workflow](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/operational-technology/operational-technology-incident-management/agent-ot-knowledge-generator.md)**  
The Generate OT KB articles agentic workflow automatically generates a KB article when an Operational Technology \(OT\) incident is resolved, capturing resolution information for future reference.

**Parent Topic:**[Using Operational Technology Incident Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/operational-technology/operational-technology-incident-management/using-operational-technology-incident-mgt.md)