--- title: Supporting information for ServiceNow Otto for IT Service Management \(ITSM\) description: Get a quick overview of the important information that is related to the ServiceNow Otto for IT Service Management \(ITSM\) application. locale: en-US canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/now-assist-for-it-service-management-itsm/supporting-information-now-assist-itsm.html release: australia product: Now Assist for IT Service Management \(ITSM\) classification: now-assist-for-it-service-management-itsm topic_type: concept last_updated: "2026-03-12" reading_time_minutes: 3 keywords: [Now Assist, Agentic AI, generative AI, Gen AI] breadcrumb: [Explore, ServiceNow Otto for IT Service Management \(ITSM\), IT Service Management] --- # Supporting information for ServiceNow Otto for IT Service Management \(ITSM\) Get a quick overview of the important information that is related to the ServiceNow Otto for IT Service Management \(ITSM\) application. ## Supported versions - For Core UI: Starting with Vancouver Patch 2 - For Service Operations Workspace for ITSM: Starting with version 6.0.0 ## Supported language models for all ServiceNow Otto for ITSM skills and AI agents **Important:** - **[Large language models on the ServiceNow AI Platform®](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/intelligent-experiences/exploring-large-language-models.md)** Starting with the September 2026 release, Gemma 4 joins our growing portfolio of open-weight models available through Now LLM Service. We're committed to bringing you the latest industry advancements while maintaining sovereignty-focused options, all hosted and governed by ServiceNow with the infrastructure and data protections you rely on today. Older models will remain available for existing published AI skills, agents, and agentic workflows, but will no longer be available for new development or configuration. For details, see the [KB3066214: ServiceNow Otto Model Upgrades](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB3066214) article in the Now Support Knowledge Base. You can use Now LLM Service, Azure OpenAI, Google Gemini or Anthropic Claude on AWS as the AI model provider for all generative AI skills and AI agents. Use the Configuration Controls in [AI Control Tower](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/intelligent-experiences/ai-model-providers.md) to define which options are available, then set the skill-level preferences in the [AI Admin Hub console](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/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/australia/markdown/intelligent-experiences/exploring-large-language-models.md). ## Role masking for ServiceNow Otto for ITSM agentic workflows, AI agents, and skills Mask roles to restrict user access to agentic workflows, standalone AI Agents, and skills. This ensures that users receive only the necessary permissions for their tasks to enhance security and reduce the risk of unauthorized access. **How Role Masking Works** Consider a scenario where a user is given roles A, B, and C and each role can access only a specific set of data. Using Access Control Lists \(ACLs\), the user can access any data or functions that roles A, B, and C could access. When role masking is applied, the user can only access data specific to that role. **Role masking considerations for the ServiceNow Otto for ITSM skills** When an ITSM skill is executed, access to its features is initially governed by ACL permissions. This ensures that users can only access the data and functions for which they are authorized. If the skill uses a Large Language Model \(LLM\) to perform its function, an additional layer of access control, which is role masking, is applied to the output generated by the LLM. Consider a user who has been assigned multiple roles: A, B, and C, each with distinct access privileges. If this user is logged in as role A, activates the Incident summarization skill, and selects **Summarize**, the process is executed in two key steps: 1. **Data Retrieval** ACL permissions associated with role A are used to fetch the relevant data from the incident table. This ensures that the user can only access data that they are authorized to view. 2. **Data Summarization** After the data is retrieved, an LLM is used for the incident summarization. Role masking is applied to the summarization output based on the access defined for role A and the summarized output is tailored based on the access privileges defined by role masking for role A. By applying both ACL permissions and role masking, the system ensures a secure and granular access control mechanism for ITSM skills, protecting sensitive information while providing users with the insights they need to perform their tasks effectively. For information on role masking, see . ## Supported user interfaces The ServiceNow Otto for ITSM application includes the skills that are listed in the following table. **Note:** Next Experience must be enabled to use the Otto panel. For more information, see [Considerations for activating Next Experience](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/platform-user-interface/next-experience-adoption-paths.md).
Interface Features
Service Operations Workspace for ITSM - Incident summarization - Resolution notes generation - Chat summarization - Otto panel - Knowledge article generation - Sidebar discussion summarization - Change request summarization - Chat reply recommendation - Change request risk explanation - Incident assist - Email reply recommendation - Major Incident Management email content recommendation
Core UI - Incident summarization - Resolution notes generation - Otto panel - Knowledge article generation - Sidebar discussion summarization - Change request summarization - Change request risk explanation - Incident assist - Email reply recommendation
**Parent Topic:**[Exploring ServiceNow Otto for IT Service Management \(ITSM\)](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/now-assist-for-it-service-management-itsm/exploring-now-assist-itsm.md)