0
2.9.2
Australia Patch 5, Australia Patch 4, Australia Patch 3, Australia Patch 2, Australia Patch 1, Australia, Zurich Patch 12, Zurich Patch 11, Zurich Patch 10, Zurich Patch 9, Zurich Patch 8, Zurich Patch 7, Zurich Patch 5, Zurich Patch 4, Zurich Patch 2, Zurich Patch 1, Zurich, Yokohama Patch 11, Yokohama Patch 8, Yokohama Patch 6, Yokohama Patch 3, Yokohama
Generative AI
ServiceNow Otto for IT Operations Management is a transformative innovation within the ServiceNow ecosystem, harnessing the power of GenAI to elevate operational intelligence and automation across IT environments. It introduces a suite of AI-driven capabilities designed to optimize every stage of alert and incident management.
AI Agents for AIOps - Automate end-to-end alert triage and root cause investigation, delivering actionable insights in seconds instead of 15+ minutes of manual effort.
AI Agents for Observability - Extend this capability by collaborating with third-party APM and observability tools to analyze service impact and prioritize investigations.
AIOps Learning-Enhanced Automation Playbooks - Amplify efficiency by mining historical incident data to generate dynamic resolution playbooks, automate workflows, and reduce MTTR.
AI Agent for Discovery - Help PKI admins renew certificates that are nearing expiry, helping to prevent outages and save time managing certificates.
AI Agent for MID Server - Proactively assist users in diagnosing and resolving issues related to configuration, connectivity, upgrades, and operations.
AI Agent for ACC - Troubleshoot ACC-related errors and improve operational resilience at scale.
AI Agents for HLA - Automate the most complex and time-consuming steps in setting up and operating HLA — mapping business context, classifying log fields, and investigating alerts. Powered by AI, these agents bring AI-driven recommendations directly into HLA workflows, reducing the expertise required to configure the system and helping operators respond to alerts faster and more confidently.
AI Agents for SLO - Use the service level objective (SLO) creator agent to auto-generate SLOs for your services, helping teams adopt SLOs faster and track service reliability.
ServiceNow Otto for ITOM provides the following capabilities:
- AI Agents for AIOps - Automate alert triage, impact analysis, and root cause investigation with an AI-driven agentic workflow that transforms manual operator processes, typically 30+ clicks and 15+ minutes, into a streamlined, autonomous flow. The workflow processes incoming IT alerts end-to-end, correlating observability data, analyzing affected services, and identifying probable root causes before an operator touches the alert. Consolidated insights are surfaced through the Express List interface, giving operators immediate visibility into what happened, what's affected, and recommended next steps, enabling faster resolution while keeping humans in control of final decisions.
- AI Agents for Observability - Helps IT operators assess business and application service impact, formulate probable cause theories, and prioritize investigations by analyzing data from ServiceNow and seamlessly collaborating with third-party AI agents from leading APM and observability vendors, including New Relic, Dynatrace, and Kentik. Using natural language, IT Operators can: understand the blast radius of an alert, pinpoint affected services, and assess business impact; formulate probable cause theories; help track down the right teams to drive towards problem resolution.
- AIOps Learning-Enhanced Automation Playbooks - Leverages AI-driven insights to mine historical incident data, dynamically prioritize tasks, and generate actionable resolution playbooks. By automating workflows and enhancing knowledge sharing, AIOps Learning-Enhanced Automation Playbooks empowers teams to address issues proactively and efficiently. Reduce mean time to resolution (MTTR), increase automation coverage, streamline processes like certificate renewals, and improve team productivity. This ultimately leads to measurable cost savings and operational excellence.
- AI Agent for Discovery - ITOM AI Agent for Discovery is our out-of-the-box GenAI application that introduces AI-powered solutions designed for IT by the Discovery team. It helps customers in their specific roles who need to accelerate their operations by leveraging the AI powered offerings. The app introduces an agentic workflow that helps PKI admins to renew the certificates that are nearing expiry in a few minutes, and helps them to prevent outages and save time.
- AI Agent for Service Mapping - ITOM AI Agent for Service Mapping is an out-of-the-box GenAI application that introduces AI-powered solutions designed for IT by the Service Mapping team. It helps owners who need to assess the business impact of proposed infrastructure changes. The app introduces a range of AI features from skills used for naming processes and candidates, and an agentic workflow that helps change management admins analyze the potential impact of proposed changes on their organization's IT infrastructure.
- AI Agent for MID Server - An advanced AI feature within the MID Server ecosystem/ITOM Infra Services workspace, designed to proactively assist users in diagnosing and resolving issues related to configuration, connectivity, upgrades, and operations. By intelligently analyzing logs, signals, and runtime behaviors, it offers guided troubleshooting steps, automated fixes, and predictive insights. This significantly reduces Mean Time to Repair (MTTR) and enhances the reliability and operational efficiency of the MID server.
- AI Agent for ACC - The AI Agent for ACC is designed to troubleshoot ACC-related errors and improve operational resilience at scale. It leverages AI for natural language interaction, enabling users to ask questions like “Why is this ACC agent failing?” and receive actionable suggestions to resolve and troubleshoot issues.
- AI Agents for SLO - Auto-generate service level objectives (SLOs) for your services with the SLO creator agent. The agent analyzes incidents, alerts, and outage events to automatically create SLOs, helping teams adopt SLOs faster and track service reliability.
- AIOps AI Specialist — autonomous alert management (limited availability) - The AIOps AI Specialist is ServiceNow's purpose-built AI agent for IT Operations. It autonomously monitors, triages, and resolves infrastructure and application alerts — executing the full NOC workflow without requiring human intervention on every event.
- New
- AIOps AI Specialist:
- Operator-reopened alerts get full AI investigation automatically. When a human operator reopens an alert that the AI previously closed as noise, the system bypasses noise classification for the rest of that alert's lifecycle and runs a complete investigation — ensuring human overrides are respected and learned from.
- AI-handled alerts are automatically returned to the original operator. After the AIOps AI Specialist completes its analysis or remediation, the alert is reassigned back to the human who originally owned it, preserving all AI-generated context and notes.
- AWS Claude is now supported as an AI agent provider, expanding the choice of underlying AI models for automated workflows.
- AIOps AI Specialist:
- Changed
- All Now Assist references changed to ServiceNow Otto.
- AIOps AI Specialist:
- AIOps AI Specialist auto-assignment no longer overrides human ownership. The AIOps AI Specialist will not automatically take over alerts already assigned to a human operator, reducing unwanted reassignments and keeping accountability clear.
- When the AIOps AI Specialist is manually triggered on a human-assigned alert, the alert returns to its original owner after AI processing — with configuration options to control behavior for noisy or previously assigned alerts.
- Fixed
- AIOps AI Specialist
- Fixes and improvements.
- AIOps AI Specialist
- Zurich patch 12
- Australia patch 5