← Back to Apps

ServiceNow Otto for IT Service Management (ITSM)

by Service-now.com

Accelerate IT team productivity with generative AI experiences

View in Store

0 installs 0 reviews v17.1.2 Scoped Application Free-ish (consumes 1 tables) 1 tables

Install Trend

First tracked: 2024-10-30 Latest: 2026-09-09 (0 installs)

View Install Data

Date	Install Count	Change
2026-09-09	0	-
134 days of no change
2026-04-27	1,247	-1,247
2 days of no change
2026-04-24	1,246	+1
8 days of no change
2026-04-15	1,249	-3
2026-04-14	1,253	-4
2026-04-13	1,259	-6
2026-04-12	1,263	-4
2026-04-11	1,264	-1
2026-04-10	1,267	-3
2026-04-09	1,268	-1
2026-04-08	1,275	-7
2026-04-07	1,290	-15
2026-04-06	1,302	-12
2026-04-05	1,303	-1
1 days of no change
2026-04-03	1,304	-1
3 days of no change
2026-03-30	1,320	-16
2 days of no change
2026-03-27	1,321	-1
2026-03-26	1,322	-1
2 days of no change
2026-03-23	1,323	-1
51 days of no change
2026-01-30	1,330	-7
56 days of no change
2025-12-04	1,324	+6
2025-12-03	1,320	+4
2025-12-02	1,313	+7
2025-12-01	1,308	+5
1 days of no change
2025-11-29	1,307	+1
1 days of no change
2025-11-27	1,306	+1
2025-11-26	1,302	+4
2025-11-25	1,295	+7
2025-11-24	1,291	+4
1 days of no change
2025-11-22	1,289	+2
2025-11-21	1,285	+4
2025-11-20	1,282	+3
2025-11-19	1,280	+2
2025-11-18	1,276	+4
2025-11-17	1,271	+5
2 days of no change
2025-11-14	1,270	+1
2025-11-13	1,267	+3
2025-11-12	1,260	+7
2025-11-11	1,256	+4
2025-11-10	1,250	+6
2025-11-09	1,245	+5
1 days of no change
2025-11-07	1,244	+1
2025-11-06	1,241	+3
2025-11-05	1,239	+2
2025-11-04	1,231	+8
2025-11-03	1,221	+10
2025-11-02	1,219	+2
2 days of no change
2025-10-30	1,213	+6
2025-10-29	1,208	+5
2025-10-28	1,207	+1
2025-10-27	1,200	+7
2025-10-26	1,196	+4
2025-10-25	1,194	+2
1 days of no change
2025-10-23	1,187	+7
2025-10-22	1,178	+9
2025-10-21	1,172	+6
2025-10-20	1,163	+9
2025-10-19	1,160	+3
2025-10-18	1,150	+10
2025-10-17	1,142	+8
2025-10-16	1,136	+6
2025-10-15	1,129	+7
2025-10-14	1,123	+6
2025-10-13	1,117	+6
2025-10-12	1,116	+1
2 days of no change
2025-10-09	1,113	+3
2025-10-08	1,105	+8
2025-10-07	1,100	+5
2025-10-06	1,092	+8
2025-10-05	1,086	+6
2025-10-04	1,085	+1
2025-10-03	1,083	+2
2025-10-02	1,073	+10
2025-10-01	1,065	+8
2025-09-30	1,057	+8
2025-09-29	1,053	+4
2025-09-28	1,052	+1
3 days of no change
2025-09-24	1,048	+4
2025-09-23	1,043	+5
2025-09-22	1,042	+1
2025-09-21	1,041	+1
1 days of no change
2025-09-19	1,040	+1
2025-09-18	1,034	+6
2025-09-17	1,027	+7
1 days of no change
2025-09-15	1,021	+6
2025-09-14	1,018	+3
2025-09-13	1,017	+1
2025-09-12	1,016	+1
2025-09-11	1,014	+2
2025-09-10	1,010	+4
2025-09-09	1,006	+4
2025-09-08	1,003	+3
2025-09-07	996	+7
1 days of no change
2025-09-05	995	+1
2025-09-04	991	+4
2025-09-03	989	+2
2025-09-02	982	+7
1 days of no change
2025-08-31	981	+1
1 days of no change
2025-08-29	980	+1
2025-08-28	979	+1
2025-08-27	977	+2
2025-08-26	974	+3
2025-08-25	972	+2
2025-08-24	970	+2
2 days of no change
2025-08-21	969	+1
2025-08-20	968	+1
2025-08-19	964	+4
2025-08-18	962	+2
1 days of no change
2025-08-16	959	+3
2025-08-15	958	+1
2025-08-14	952	+6
2025-08-13	950	+2
2025-08-12	947	+3
2025-08-11	946	+1
2025-08-10	941	+5
2 days of no change
2025-08-07	939	+2
1 days of no change
2025-08-05	931	+8
2025-08-04	927	+4
2 days of no change
2025-08-01	921	+6
2025-07-31	917	+4
2025-07-30	914	+3
2025-07-29	910	+4
2025-07-28	907	+3
2025-07-27	906	+1
1 days of no change
2025-07-25	904	+2
2025-07-24	898	+6
2025-07-23	894	+4
2025-07-22	886	+8
2025-07-21	882	+4
2025-07-20	878	+4
2025-07-19	876	+2
2025-07-18	875	+1
2025-07-17	871	+4
2025-07-16	868	+3
1 days of no change
2025-07-14	863	+5
2025-07-13	859	+4
2 days of no change
2025-07-10	857	+2
2025-07-09	849	+8
2025-07-08	841	+8
2025-07-07	837	+4
2025-07-06	835	+2
1 days of no change
2025-07-04	833	+2
2025-07-03	830	+3
2025-07-02	820	+10
2025-07-01	806	+14
2025-06-30	796	+10
2025-06-29	794	+2
2025-06-28	792	+2
2025-06-27	788	+4
2025-06-26	784	+4
2025-06-25	780	+4
2025-06-24	776	+4
2025-06-23	774	+2
2025-06-22	771	+3
2 days of no change
2025-06-19	769	+2
2025-06-18	764	+5
2025-06-17	759	+5
1 days of no change
2025-06-15	756	+3
2 days of no change
2025-06-12	754	+2
2025-06-11	753	+1
2025-06-10	751	+2
2025-06-09	748	+3
2025-06-08	745	+3
2025-06-07	743	+2
2025-06-06	741	+2
2025-06-05	739	+2
2025-06-04	733	+6
2025-06-03	730	+3
2025-06-02	728	+2
2025-06-01	724	+4
2025-05-31	723	+1
1 days of no change
2025-05-29	722	+1
1 days of no change
2025-05-27	718	+4
2025-05-26	715	+3
3 days of no change
2025-05-22	713	+2
2025-05-21	707	+6
2025-05-20	704	+3
2025-05-19	702	+2
2025-05-18	697	+5
2 days of no change
2025-05-15	690	+7
2025-05-14	688	+2
1 days of no change
2025-05-12	686	+2
2025-05-11	685	+1
1 days of no change
2025-05-09	683	+2
2025-05-08	665	+18
2025-05-07	658	+7
2025-05-06	655	+3
2025-05-05	653	+2
2025-05-04	650	+3
2025-05-03	645	+5
2025-05-02	642	+3
2025-05-01	631	+11
2025-04-30	619	+12
2025-04-29	602	+17
2025-04-28	595	+7
2025-04-27	593	+2
2025-04-26	590	+3
2025-04-25	588	+2
2025-04-24	578	+10
2025-04-23	569	+9
2025-04-22	558	+11
2025-04-21	555	+3
1 days of no change
2025-04-19	553	+2
2025-04-18	548	+5
2025-04-17	541	+7
2025-04-16	535	+6
2025-04-15	533	+2
2025-04-14	524	+9
2025-04-13	517	+7
2025-04-12	515	+2
2025-04-11	514	+1
1 days of no change
2025-04-09	504	+10
1 days of no change
2025-04-07	484	+20
2025-04-06	475	+9
2025-04-05	472	+3
2025-04-04	467	+5
2025-04-03	457	+10
2025-04-02	447	+10
2025-04-01	434	+13
2025-03-31	424	+10
1 days of no change
2025-03-29	422	+2
2025-03-28	421	+1
2025-03-27	419	+2
2025-03-26	418	+1
2025-03-25	417	+1
2025-03-24	415	+2
5 days of no change
2025-03-18	408	+7
2025-03-17	402	+6
2025-03-16	400	+2
2 days of no change
2025-03-13	398	+2
2025-03-12	396	+2
2025-03-11	393	+3
2025-03-10	391	+2
2025-03-09	390	+1
1 days of no change
2025-03-07	388	+2
2025-03-06	386	+2
1 days of no change
2025-03-04	382	+4
2025-03-03	380	+2
2025-03-02	377	+3
2025-03-01	376	+1
1 days of no change
2025-02-27	374	+2
2025-02-26	373	+1
1 days of no change
2025-02-24	370	+3
2025-02-23	367	+3
2025-02-22	366	+1
2025-02-21	365	+1
2025-02-20	363	+2
2 days of no change
2025-02-17	362	+1
2025-02-16	359	+3
2 days of no change
2025-02-13	356	+3
2025-02-12	353	+3
2025-02-11	351	+2
2025-02-10	345	+6
3 days of no change
2025-02-06	343	+2
2025-02-05	342	+1
1 days of no change
2025-02-03	336	+6
5 days of no change
2025-01-28	334	+2
2025-01-27	330	+4
2025-01-26	328	+2
8 days of no change
2025-01-17	309	+19
6 days of no change
2025-01-10	290	+19
2025-01-09	284	+6
6 days of no change
2025-01-02	259	+25
63 days of no change
2024-10-30	191	+68

About

ServiceNow Otto for IT Service Management (ITSM) is our out-of-the-box GenAI application purpose built to assist IT agents and create self service opportunities by providing agents dynamic, contextual assists at key inflection points throughout and incident’s lifecycle from which self service content can be seamlessly generated.

Key Features

AI Agent:

- Prebuilt ITSM AI Agent collection to help agents triage and work incidents and changes.

For Employees:

- ServiceNow Otto for Virtual Agent integrated with Slack
- Enable your requestors to interact with the ServiceNow Otto for Virtual Agent while remaining in Slack.

For Agents

- Knowledge creation from a group of similar incidents
- Enable agents, domain SMEs, and knowledge managers to generate a knowledge article from a group of similar incidents to lower the overhead of managing multiple knowledge articles, craft higher quality knowledge articles, and enable more effective self-service.
- AI Search integrated with Recommended Actions in Service Operations Workspace
- Enable agents to search across knowledge articles, incidents, changes, etc. to triage the task at-hand within Service Operations Workspace.
- Change request summarization
- Enable developers, change managers, and everyone in the change ecosystem to assess and understand the risk, impact, approval criteria, and back-out plan(s) associated to a change.
- Task Intelligence for similar incidents in Service Operations Workspace
- Enable admins to train, fine-tune, deploy, and monitor ML solutions with agility.
- Live agent chat and email reply recommendations. Agents can also get email template and content edit recommendations.
- Enable agents with recommended replies and answers to common questions to enable faster time to resolution.
- Sidebar chat summarization
- Enrich the quality of information documented in incident, change, and other task records to generate effective resolution notes and knowledge articles by automatically summarizing and posting sidebar chat summaries to records. Supported in both coreUI (with Next Experience enabled) and Service Operations Workspace
-

Version History (36)

v17.1.2 2026-09-04 14:57:56

New Change AI Specialist agents: a new Change Orchestrator ("Change Management Agent") that coordinates specialized sub-agents — a Readiness Mana...

v17.0.9 2026-08-24 22:29:03

Defect fixes and improvements.

v17.0.7 2026-08-21 00:34:27

New - Not applicable Changed - Not applicable Fixed - Resolved an issue where duplicate "GlideRecordCache is not allowed in scoped application...

v17.0.5 2026-08-07 20:24:44

New AI can now automatically complete Change Risk Assessment and Dynamic Schema questions based on the change record's context, showing its reason...

v16.2.2 2026-09-04 14:56:46

New - None Changed - None Fixed - None Removed - None

v16.1.4 2026-08-24 22:27:53

Defect fixes and improvements.

v16.1.1 2026-08-17 15:15:55

Fixed Defect fixes and improvements.

v16.0.6 2026-08-07 20:17:24

New AI can now automatically complete Change Risk Assessment and Dynamic Schema questions based on the change record's context, showing its reason...

v16.0.3 2026-07-09 17:36:18

New Routing mode selector for Reassign tasks — A new out-of-the-box selector lets AI Admins choose Router (recommended) or Script for the AI Speci...

v15.3.2 2026-09-04 14:55:49

New - None Changed - None Fixed - Resolved an issue in the Okta Account Management SME Agent where duplicate, conflicting access control rules on ...

+ 26 more versions

Support

Link Link Link Link

ID: 220c1cc4c3f36110fc97070e9140ddc7 · Published: Sep 2026 · Updated: Sep 09, 2026