Exploring Now Assist for Operational Technology Service Management (OTSM)

With the Now Assist for Operational Technology Service Management (OTSM) application, your team can summarize the OT incident details and generate the incident resolution notes to share with other users.

Now Assist for OTSM overview

The following generative AI capabilities are available for OTSM users:

An auto-generating OT incident summary that helps you to understand the OT incident context.
Auto-generating OT incident resolution notes that help other users resolve their incidents if they have a similar issue.

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.

Now Assist for OTSM 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.

Parent Topic:Operational Technology

Parent Topic:Now Assist for Operational Technology Service Management (OTSM)