Brazil Patch 2, Brazil Patch 1, Brazil, Australia Patch 8, Australia Patch 7, Australia Patch 6, Australia Patch 5, Australia Patch 4, Australia Patch 3, Australia Patch 2, Australia Patch 1, Australia, Zurich Patch 13, Zurich Patch 12, Zurich Patch 11, Zurich Patch 10, Zurich Patch 9, Zurich Patch 7, Zurich Patch 5, Zurich Patch 4, Zurich Patch 1, Zurich, Yokohama Patch 11, Yokohama Patch 6, Yokohama Patch 3
Generative AI
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.
Manage alert autonomously - Automates end-to-end alert triage and root cause investigation, delivering actionable insights in seconds instead of 15+ minutes of manual effort.
AI Agents for AIOps autonomously triage alerts, assess business and technical impact, investigate root causes, and drive remediation through coordinated agentic workflows.
AI Agents for Observability extend this capability by collaborating with third-party APM and observability tools to analyze service impact and prioritize investigations.
Otto for IT Operations Management provides the following capabilities:
- Manage alert autonomously -
- Transform IT operations from reactive firefighting to intelligent, autonomous alert management. The Manage alert autonomously workflow leverages AI agents to automatically triage alerts, assess business impact, and investigate root causes—replacing 30+ manual clicks and 15+ minutes of operator effort with instant, actionable insights. By correlating data across your observability stack, CMDB, and historical patterns, it delivers clear recommendations directly in the operator's workspace, cutting through alert noise and dramatically reducing Mean Time to Resolution (MTTR). Your team stays in control of critical decisions while AI handles the heavy lifting—enabling operators to focus on what matters most: keeping services running.
- Alert Triage & Analyze Agentic Workflow: Automate initial alert triage with AI Agents to minimize operator workload and enhance accuracy:
- Auto-assign and auto-acknowledge alert to the initiating user
- Deliver technical analysis and update alert descriptions
- Review past occurrences, evaluate significance, and close noisy alerts
- Search historical incidents, suggest common assignments, and summarize resolution notes
- Analyze Alert Impact Agentic Workflow: 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:
- Determine affected users by analyzing incidents and complaints
- Gather alert impact analysis and probable causes from observability tools
- Identify affected services based on the Service Portfolio
- Use AIOps to assess impacted service instances
- Provide insights for prioritization, stakeholder communication, and expert engagement
- Fixed
- Fix REST endpoint ai_insights/trigger when working in autonomous mode
- cmn_department record installed by AI Agents for AIOps plugin should be removed
- Avoid SRE execution when alert is closed by the AI Specialist
- Fix parsing issues in KB skill responses as JSON
- During manual assignment to ai worker, unneeded check for 'handle unassigned' is happening
- Workflow status marked as error in em_gai and AI insights lost when autonomous summarization JSON has invalid escape sequences
- Run Service Analysis fails on alert_id input causing 'No record found' error (4% rate on customer instance)
- Changed
- Support Gemma model for AI Search
Not applicable for this application version. For more information, please see
Application Runtime Policy
- ServiceNow OTTO for IT Operations Management