AI in IT Operations Management
AI features across IT Operations Management help operators triage alerts, investigate incidents, automate service mapping, diagnose infrastructure, and generate resolution artifacts using generative AI and agentic workflows.
The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:
- Foundation: AI basics to deliver insights
- Advanced: AI to boost productivity across relevant use cases
- Prime: Act autonomously with all AI assets, and create your own
For more information, see ServiceNow product tiers.
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.
For information about AI assets that are available on the ServiceNow AI Platform, see the following topics:
ITOM Visibility
For a summary of all AI features across ITOM Visibility, see AI in ITOM Visibility.
For AI features by product, see the following topics:
- AI in Discovery
- AI in Service Mapping
- AI in Firewall Audits and Reporting
- AI in Certificate Inventory and Management
- AI in LEAP
ITOM AIOps
For a summary of all AI features across ITOM AIOps, see AI in ITOM AIOps.
For AI features by product, see the following topics:
- AI in Express List
- AI in Service Observability
- AI in SLO Management
- AI in Agent Client Collector Monitoring
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.
AI model providers
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 to define which options are available, then set the skill-level preferences in the AI Admin Hub console. For more information, see Large language models on the ServiceNow AI Platform.
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.
Installed 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.
Security
Enable security settings to run AI agents and agentic workflows using Access Control Lists (ACLs) and user identities. You can configure and manage the ACLs in AI Agent Studio. See Implement access control in AI agents for more information.
Dependencies
For a list of plugin dependencies, see Applications installed with ServiceNow Otto for ITOM.
Domain separation and generative AI
By default, all skills exist in the global domain. When you use AI in a domain-separated environment, users are only able to access data in their domain. For example, if a user uses the summarization skill, AI only uses material that exists in the user's domain when generating that summary. Additionally, there is no co-mingling of data for domain-separated instances when using generative AI skills. The data resides only on the instance, and the shared services used for generative AI do not persist any requests (prompts) and responses. For more information, see Domain separation in the AI Admin Hub console. (Note that global domain is not the same as global scope. For more information, see Exploring Next Experience pickers.)
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. 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.
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.
Troubleshoot and get help
--- title: AI in IT Operations Management description: AI features across IT Operations Management help operators triage alerts, investigate incidents, automate service mapping, diagnose infrastructure, and generate resolution artifacts using generative AI and agentic workflows. locale: en-US canonical_url: https://www.servicenow.com/docs/r/it-operations-management/ai-in-it-operations-management.html release: brazil topic_type: concept last_updated: "2026-09-10" reading_time_minutes: 6 keywords: [Now Assist, AI, IT Operations Management, ITOM, generative AI, agentic AI] breadcrumb: [IT Operations Management] --- # AI in IT Operations Management AI features across IT Operations Management help operators triage alerts, investigate incidents, automate service mapping, diagnose infrastructure, and generate resolution artifacts using generative AI and agentic workflows. The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available: - Foundation: AI basics to deliver insights - Advanced: AI to boost productivity across relevant use cases - Prime: Act autonomously with all AI assets, and create your own For more information, see [ServiceNow product tiers](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/intelligent-experiences/ai-native-sku-overview.md). **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/brazil/markdown/intelligent-experiences/ai-native-sku-overview.md). For information about AI assets that are available on the ServiceNow AI Platform, see the following topics: - [Generative AI skills](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/intelligent-experiences/now-assist-skills.md) - [Agentic workflows](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/intelligent-experiences/sn-aia-use-cases-list.md) ## ITOM Visibility For a summary of all AI features across ITOM Visibility, see [AI in ITOM Visibility](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/it-operations-management/itom-visibility/explore-ai-in-itom-visibility.md). For AI features by product, see the following topics: - [AI in Discovery](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/it-operations-management/discovery/exploring-ai-in-discovery.md) - [AI in Service Mapping](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/it-operations-management/service-mapping/ai-workflows-service-mapping.md) - [AI in Firewall Audits and Reporting](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/it-operations-management/discovery/exploring-ai-in-firewall-audits-reporting.md) - [AI in Certificate Inventory and Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/it-operations-management/discovery/exploring-ai-in-cert-inventory-mgmt.md) - [AI in LEAP](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/it-operations-management/aiops-leap-learning-enhanced-automation-playbooks/exploring-ai-in-leap.md) ## ITOM AIOps For a summary of all AI features across ITOM AIOps, see [AI in ITOM AIOps](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/it-operations-management/explore-ai-in-itom-aiops.md). For AI features by product, see the following topics: - [AI in Express List](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/it-operations-management/event-management/exploring-ai-in-express-list.md) - [AI in Service Observability](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/it-operations-management/service-observability/exploring-ai-in-service-observability.md) - [AI in SLO Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/it-operations-management/service-level-objective-management/slo-management-ai.md) - [AI in Agent Client Collector Monitoring](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/it-operations-management/agent-client-collector/exploring-ai-in-acc-monitoring.md) **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/brazil/markdown/intelligent-experiences/now-assist-skills-on-by-default.md). ## AI model providers 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 to define which options are available, then set the skill-level preferences in the [AI Admin Hub console](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/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/brazil/markdown/intelligent-experiences/exploring-large-language-models.md). **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. ## Installed 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/brazil/markdown/intelligent-experiences/find-ai-agents.md). ## Security Enable security settings to run AI agents and agentic workflows using Access Control Lists \(ACLs\) and user identities. You can configure and manage the ACLs in AI Agent Studio. See [Implement access control in AI agents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/intelligent-experiences/aia-security-implementation.md) for more information. ## Dependencies For a list of plugin dependencies, see [Applications installed with ServiceNow Otto for ITOM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/it-operations-management/app-now-assist-itom.md). ## Domain separation and generative AI By default, all skills exist in the global domain. When you use AI in a domain-separated environment, users are only able to access data in their domain. For example, if a user uses the summarization skill, AI only uses material that exists in the user's domain when generating that summary. Additionally, there is no co-mingling of data for domain-separated instances when using generative AI skills. The data resides only on the instance, and the shared services used for generative AI do not persist any requests \(prompts\) and responses. For more information, see [Domain separation in the AI Admin Hub console](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/intelligent-experiences/domain-separation-in-the-now-assist-admin-console.md). \(Note that global domain is not the same as global scope. For more information, see [Exploring Next Experience pickers](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/platform-user-interface/next-experience-pickers.md).\) ## 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. 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/brazil/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/brazil/markdown/intelligent-experiences/ai-products.md). ## 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. ## 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)
| title | AI in IT Operations Management |
| description | AI features across IT Operations Management help operators triage alerts, investigate incidents, automate service mapping, diagnose infrastructure, and generate resolution artifacts using generative AI and agentic workflows. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/it-operations-management/ai-in-it-operations-management.html |
| release | brazil |
| topic_type | concept |
| last_updated | 2026-09-10 |
| reading_time_minutes | 6 |
| keywords | Now AssistAIIT Operations ManagementITOMgenerative AIagentic AI |
| breadcrumb | IT Operations Management |