Australia Operational Technology Management

• Operational Technology – Use ServiceNow for Operational Technology (OT) to help your organization streamline operations, boost productivity, and maximize your Operational Technology up-time on the production floor through digital workflows.

• Operational Technology Management licensing and subscriptions – ServiceNow OTM licensing is a crucial aspect of Operational Technology Management as it calculates and presents the usage of OTM subscriptions based on subscription units, which could encompass factors like the number of devices monitored or the duration of the subscription.

  • Subscriptions for OTM – The ServiceNow platform employs OTM for license management in the manufacturing sector. OTM encompasses licenses found in IT Operations Management, along with licenses exclusive to the OTM domain.

  • Install ITOM SU Licensing – Install or update the ServiceNow ITOM SU Licensing [sn_itom_licensing] to ensure you use the latest licensing functionality. The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.

  • View subscription statistics for OTM – View the count of OTM application subscriptions purchased and consumed by your organization, offering valuable insights for resource management and operational technology optimization.

  • Review OTM resource usage against allocated subscription units – Review and analyze resource statistics that OTM products can manage and compare this information to the average allocation of subscription units.

  • Check CI count used for OTM subscriptions – View the daily counts or the averages for the most recent 90 days of CI data. ServiceNow OT Foundation, ServiceNow OT Visibility and ServiceNow OT Vulnerability and Response offer insights into the licensed resources that OTM applications support. Resources that OTM applications discover, monitor, and provision are configuration items (CIs) stored in the CMDB. The OTM licensing module combines this CI information with the information on subscriptions your organization purchased to produce statistics on subscription use by OTM applications.

  • View CIs consuming OTM subscription units – Generate a list of currently countable CIs for each of the OTM applications: ServiceNow OT Foundation, ServiceNow OT Visibility and ServiceNow OT Vulnerability and Response.

  • OTM SU Licensing References – Use reference topics to gain valuable insights on the components installed with OTM licensing, subscription forms for OTM products, and an overview of the OTM licensing dashboard. Navigate the subtopics to access specific guidance and references on each of these critical aspects, helping you effectively manage your OTM subscriptions and licensing requirements.

  • Components installed with ITOM SU Licensing for OTM – Several types of components are installed with activation of the OTM SU Licensing plugin, including scheduled jobs and tables.

  • Subscriptions form for the OTM products – Learn about the essential fields and indicators found on the Subscriptions form for our products, enabling streamlined subscription management and clarity in your OTM product usage.

  • OTM Licensing dashboard – Use the OTM Licensing dashboard to assess resource consumption and status in relation to your acquired subscriptions. The dashboard provides dedicated reports for each OTM application, providing visual representations of daily usage counts and the average utilization of subscription units over a 90-day period. The OTM Licensing dashboard is an integral component of ITOM Licensing application version 4.0, accessible at ServiceNow Store.

• OT Manager Foundation – Use the Operational Technology (OT) Manager Foundation to help streamline processes in the Industrial Workspace related to your OT device data.

• ServiceNow Otto for OT Service Management – Use the ServiceNow Otto for Operational Technology (OT) Service Management application to summarize the Operational Technology (OT) incident information and generate incident resolution notes. You can enable your users to understand the context so that they can implement quicker resolutions.

• Operational Technology Setup – You can complete Operational Technology (OT) configuration items by navigating through the Admin Home and Product Hub, which use the ServiceNow Otto for Setup framework.

  • Explore – Find out more about how the Admin Home, Product Hub, and Configuration Console from the ServiceNow Otto for Setup framework is used to access and complete Operational Technology (OT) configuration items.

  • ServiceNow Otto for Setup in Operational Technology – For Operational Technology (OT), ServiceNow Otto for Setup consolidates the setup processes for OT onto a single page, giving administrators a unified view of their configuration state.

  • Configure – Verify you have access to the pages needed to complete the Operational Technology (OT) configuration items.

  • Access ServiceNow Otto for Setup (OT) – Use the Admin Home to access the Operational Technology (OT) card, and start setting up your organization’s OT environment.

  • Use – Complete the configuration items for Operational Technology (OT) to help set up your OT environment.

  • OT Setup configuration items – The Configuration Console contains Operational Technology (OT) Setup configuration items, grouped by category, that administrators can complete.

  • Add OT users – Add Operational Technology (OT) users to your system, edit existing users, and assign multiple users to a group.

  • Add an OT group – Add an Operational Technology (OT) group so you can organize users and assign roles per group.

  • Assign OT roles to a user or group – Assign Operational Technology (OT) roles to a user or group as needed so that group members can access the data required for their work.

  • Assign OT admin roles – Create users and assign the necessary Operational Technology (OT) admin roles to users managing configuration and operational control.

  • Reference – Reference topics provide additional information about the Operational Technology Setup application.

  • Role assignment alerts for Operational Technology Setup – If there are errors during the role assignment process for Operational Technology (OT) Setup, an error message appears that describes the cause.

• Operational Technology Manager – The Operational Technology Manager application creates the foundational data and relationships that enable your organization to use the ServiceNow Operational Technology solution. Operational Technology Manager supports the use of the Configuration Management Database (CMDB), Service Graph Connectors, and Discovery applications in the ServiceNow AI Platform.

  • Explore – Learn how you can use the Operational Technology Manager application to create the foundational data and relationships that enable your enterprise to use the ServiceNow Operational Technology solution.

  • Operational Technology Manager (OT) configuration item extension classes – Operational Technology Manager uses Operational Technology (OT) configuration item (CI) extension classes that extend the CMDB class hierarchy as shown in the following figure.

  • CMDB CI classes for Operational Technology Manager – Operational Technology Manager adds these Configuration Management Database (CMDB) configuration item (CI) classes that are part of the CMDB CI Class Models application.

  • OT device data import and discovery – Multiple methods are available for uploading your existing Operational Technology device data into the ServiceNow AI Platform.

  • Differences between OT and standard IT networks – There are differences in how the Configuration Management Database (CMDB) handles the devices located in Operational Technology networks and those in standard Information Technology (IT) networks.

  • OT Manager Foundation – The Operational Technology (OT) Manager Foundation plugin uses generative AI to help streamline processes in the Industrial Workspace related to your OT device data. You can search for OT devices with the OT Configuration Management Database (CMDB) search feature and use an agentic workflow to automate the OT device import process.

  • Enhanced Access Control – Enhanced Access Control for Operational Technology (OT) implements data filters, deny unless access control rules (ACLs), and ACL query rules to help promote system security.

  • Viewing your installed Operational Technology applications – You can view the Operational Technology (OT) applications that you have installed on your instance for better visibility of how you can use the Operational Technology Management solution.

  • Configure – Configure the Operational Technology Manager application so that you can create the data foundation for the ServiceNow Operational Technology solution.

  • Implementing the CSDM framework for Operational Technology – Following the CSDM framework ensures that you meet your primary goal of consistent accuracy in reporting and analytics so that you can effectively manage your Operational Technology (OT) environment.

    • Operational Technology and CSDM tables – Operational Technology manages and uses CSDM tables. Several ServiceNow products benefit from and add value to Operational Technology.

    • Operational Technology Manager use case – The Operational Technology Manager use cases are described in this section.

    • Operational Technology and CSDM elements – Terms related to managing business applications with elements of CSDM.

    • Operational Technology FAQ – You might have questions while implementing the CSDM framework.

  • Configuring the OT Manager Foundation – Configure the features and agentic workflows available for the Operational Technology (OT) Manager Foundation.

    • Supporting information – Review language model support, user interfaces, and skill availability for the Operational Technology (OT) Manager Foundation.

    • Activate the OT CMDB Search feature – If you have the admin role, you can configure the Operational Technology (OT) Manager Foundation so that teams can use the OT Configuration Management Database (CMDB) search feature in the Industrial Workspace.

    • Activate the Import OT device spreadsheet – You must activate the agentic workflow from the AI Agent Studio. The Operational Technology (OT) Manager Foundation agent included with the application and used in the agentic workflows is active by default.

    • Edit trigger words for OT CMDB search – Edit the trigger words used in the Operational Technology (OT) Configuration Management Database (CMDB) search feature to optimize OT search results.

  • Operational Technology (OT) extension classes installation – You must install the Operational Technology (OT) extension classes that are the foundation of the Operational Technology Manager.

  • Install Operational Technology Manager – If you have the admin role, you can install the Operational Technology Manager application. The application includes demo data and installs that are related ServiceNow Store applications and plugins, if they are not already installed.

  • Script includes installed with Operational Technology Manager – The Operational Technology Manager plugin installs the following script includes.

  • Assign Operational Technology Manager roles – Assign roles to your users so that you can control their access to the features, capabilities, and data in the Operational Technology Manager application.

  • Integrate – The Operational Technology Manager application includes support for third-party integrations.

  • Service Graph Connector Integration for Claroty CTD – Integrate Claroty Continuous Threat Detection (CTD) with the ServiceNow Operational Technology Manager application to import detected devices and Claroty CTD sites (sensor or Network Intrusion Detection System appliances).

    • Configure guided setup – Use the guided setup for Service Graph Connector Integration for Claroty CTD to lead you through the integration steps.

    • Validate NIDS sensors – Validate the Network IDS (NIDS) sensors once they’re imported to prepare for device import. The sensors can only pass the validation if they aren’t in learning mode as such sensors aren’t eligible for device import.

    • Accessing connection details – You can access the connection details of the Service Graph Connector Integration for Claroty CTD in a single view using the common connection framework (CCF) included within the Integration Commons for CMDB (sn_cmdb_int_util) store app.

    • Access the details of a Claroty CTD connection – You can access the connection details of the Service Graph Connector Integration for Claroty CTD in a single view using the common connection framework (CCF) included within the Integration Commons for CMDB (sn_cmdb_int_util) store app.

    • CMDB classes targeted – When you complete the setup tasks, you can configure the integration periodically to pull data from Claroty CTD. The data is saved in tables that extend from the Configuration item [cmdb_ci] table.

  • Service Graph Connector for Microsoft Defender for IoT (Azure) – Integrate Microsoft Defender for IoT with the ServiceNow Operational Technology Manager application to automate import of OT devices and sensor appliances.

    • Configure guided setup – Use the guided setup for the Service Graph Connector for Microsoft Defender for IoT (Azure) to lead you through the integration steps.

    • Validate NIDS sensors – Validate the Network IDS (NIDS) sensors once they’re imported to prepare for the device import. Sensors only pass the validation if they aren’t in learning mode as such sensors are not eligible for device import.

    • Accessing connection details – You can access the connection details of the Service Graph Connector for Microsoft Defender for IoT (Azure) in a single view using the common connection framework (CCF) included within the Integration Commons for CMDB (sn_cmdb_int_util) store app.

    • Access the details of a Microsoft Defender for IoT (Azure) connection – You can access the connection details of the Service Graph Connector for Microsoft Defender for IoT (Azure) in a single view using the common connection framework (CCF) included within the Integration Commons for CMDB (sn_cmdb_int_util) store app.

    • Import OT devices using the Standard mode of discovery – Use the Service Graph Connector for Microsoft Defender for IoT (Azure) to import Operational Technology (OT) devices discovered through the Standard mode of discovery from Microsoft Defender for IoT.

    • CMDB classes targeted – When you complete the guided setup, you can configure the integration to periodically pull data from a Service Graph Connector for Microsoft Defender for IoT (Azure) (Azure) project. The data is saved in tables that extend from the Configuration item [cmdb_ci] table.

    • Attribute mapping and classification – The following tables describe the attribute mapping and classification for sensors and devices.

  • Service Graph Connector for Microsoft Defender for IoT (On-premises Management Console) – Integrate Microsoft Defender for IoT (On-premises Management Console) with the ServiceNow Operational Technology Manager application to automate import of sensor appliances, OT devices, and network connections.

    • Configure guided setup – Use the Guided Setup for the Service Graph Connector for Microsoft Defender for IoT (On-premises Management Console) to lead you through the integration steps.

    • CMDB classes targeted – When you complete the guided setup, you can configure the integration to periodically pull data from a Microsoft Defender for IoT (On-premises Management Console) project. The data is saved in tables that extend from the Configuration item [cmdb_ci] table.

    • Attribute mapping and classification – The following tables describe the attribute mapping and classification for sensors and devices.

  • Use – After you complete all required set up tasks, including installing the Operational Technology (OT) extension classes and assigning user roles, perform the following tasks to create the foundational data and relationships for the ServiceNow Operational Technology solution.

  • Use the OT Manager Foundation – You can search for Operational Technology (OT) configuration items (CIs) and OT device information using the Operational Technology (OT) Manager Foundation.

    • Search for a related record – Search for Operational Technology (OT) configuration items (CIs) and OT device information available in an OT CMDB table.

  • Agentic AI for the Operational Technology Manager – The Operational Technology (OT) Manager Foundation AI agent operates within agentic workflows to complete tasks autonomously.

    • Import your device spreadsheet into OT CMDB – The Import OT device spreadsheet into OT CMDB agentic workflow automates the upload, validation, and import of OT device data into the OT CMDB.

    • Upload, validate, and import OT devices – Chat with an AI agent in the ServiceNowOtto panel to begin the process for uploading, validating, and importing your Operational Technology (OT) device data into the OT CMDB.

  • Service Graph Connector for Microsoft Excel – The Service Graph Connector for Microsoft Excel function enables you to import your existing Operational Technology data from a populated Microsoft Excel flat-file spreadsheet. You use it in the Integration Hub Extract Transform Load (ETL) to upload this data to the Configuration Management Database (CMDB).

    • Configuring the Service Graph Connector for Microsoft Excel – Configure the Service Graph Connector for Microsoft Excel to import your existing Operational Technology data from a populated Microsoft Excel flat-file spreadsheet.

    • Assign Pre-import OT Worksheet Entry Review roles – Assign roles to the users or user groups so that you can manage the Service Graph Connector for Microsoft Excel staging table and ETL.

    • Review class mappings – Review and update the class mappings available for the Service Graph Connector for Microsoft Excel.

    • Review the system properties used by the Service Graph Connector for Microsoft Excel – As an OT Admin or CMDB Integration Admin, view system properties related to the Service Graph Connector for Microsoft Excel.

    • Add a custom field mapping in the staging table for Service Graph Connector for Microsoft Excel – With the Service Graph Connector for Microsoft Excel, add a custom field to the staging table and map the custom field to the configuration item (CI) field.

    • Add a custom implementation for device classification – Customize the base system classification of an device based on the type, os_version, and firmware_version.

    • Add a custom validation for devices – Customize the validation for your OT devices.

    • Add a custom column to the staging table – Add a custom column to the SG OT Excel Stagings (sg_ot_excel_staging) table to store an additional value imported from the Microsoft Excel spreadsheet.

      • Add a matching column to the pre-import table – Add a column to the SG-OT Excel Pre Import table that matches the custom column on the staging table, giving the imported value a source field for mapping.

      • Map the custom field in the transform map – Map the custom source field on the pre-import table to the target field on the staging table so the imported value transforms into the correct staging column.

      • Complete the custom column import – Upload an updated Microsoft Excel spreadsheet to populate the custom column and complete the import.

      • Update the column mapping script – To transfer the custom column data to the Configuration Management Database (CMDB), update the column mapping script to add the corresponding entry to the importSetColumnsVsStagingColumnsMap object.

      • Configure the RTE mapping for ETL – Configure the Robust Transform Engine (RTE) mapping for the Extract Transform Load (ETL). The ETL process transfers custom column data from the import set to the target Configuration Management Database (CMDB) class.

    • Test the Service Graph Connector for Microsoft Excel – The troubleshooting actions can help resolve common issues when importing your Operational Technology devices or data. Access the System Log to troubleshoot for these errors.

    • View script includes used by the Service Graph Connector for Microsoft Excel – As an admin, view the script includes related to the Service Graph Connector for Microsoft Excel

    • Using the Service Graph Connector for Microsoft Excel through import tasks – With the Service Graph Connector for Microsoft Excel, you can create import tasks that handle the upload, validation, and import of staging records for your OT device data into the Configuration Management Database (CMDB).

    • Create an import task – Create an import task for the Service Graph Connector for Microsoft Excel to handle the import of Operational Technology (OT) device data from your Microsoft Excel spreadsheet.

      • Prepare your spreadsheet – Prepare your spreadsheet by positioning your existing data in the correct columns is crucial to the success of your upload.

    • Validate imported staging records – Validate the imported staging records from your import task to find missing, duplicate, and invalid data.

      • Managing Validations – Validation enables you to review and manage the imported data in the staging table.

      • Preview existing OT records in the CMDB – Preview existing Operational Technology (OT) device records in the Configuration Management Database (CMDB) before you import any new records from the staging table. By previewing existing records, you can avoid reconciling or merging unrelated records.

    • Trigger a CMDB import for valid staging records – Trigger a Configuration Management Database (CMDB) import for your valid staging records to directly import them into the CMDB

    • Create a remediation task for invalid staging records – After running validations for the Operational Technology (OT) device data imported with the Service Graph Connector for Microsoft Excel, optionally create a remediation task to resolve invalid staging records.

  • Create an Operational Technology device in the Industrial Workspace – Create an Operational Technology (OT) device in the Industrial Workspace.

  • Edit or view OT devices after import or discovery – Use the options on the Operational Technology (OT) menu to edit or view detailed information for the OT devices in your enterprise.

    • OT device related items and related lists – The All OT Devices, All OT Devices by IP Address, and All OT Devices by CI menu options contain several related items and lists.

    • Operational Technology device form – Use the Operational Technology (OT) device form to edit the detailed information for the OT devices in your enterprise.

    • Convert an IT hardware device to an OT device – If you’ve identified IT hardware devices that belong to the OT network, you can convert these IT Configuration Items (CI) into OT devices.

    • Convert IT hardware to OT devices in a bulk edit – Choose multiple IT hardware devices and convert them to OT devices in a bulk edit so that you can edit your records more quickly and efficiently.

    • Convert your OT devices to IT hardware devices – Bulk edit your Operational Technology (OT) devices to remove the OT device details. Then convert your OT devices to IT hardware devices.

    • Map IP addresses to OT devices – You can use the SyncIPAddressToOT scheduled job to update and synchronize the IP address information for all the available OT devices. The SyncIPAddressToOT scheduled job acquires the IP address information from the IP address (cmdb_ci_ip_address) table and adds it to the IP address field of the CI.

    • View and edit device to device connections – View and edit device-to-device connections for your Operational Technology (OT) devices using the Device to Device Connections list in the Industrial Workspace.

  • Managing Network Intrusion Detection System appliances – If you have the cmdb_nids_admin or admin role, you can assign metadata attributes to Network Intrusion Detection System (NIDS) class records from the NIDS menu in the ServiceNow AI Platform.

    • Validate the NIDS – Validate the NIDS to import the devices from the ETL that were detected by the sensor. The sensors can only pass the validation if they aren’t in learning mode as such sensors aren’t eligible for device import.

    • Validate multiple NIDS sensors at once – Validate multiple NIDS sensors at once through a bulk validation so that you can edit your records more quickly and efficiently.

  • Modeling an Operational Technology system service – You can model an Operational Technology (OT) system service to create other control systems, such as a distributed control system (DCS).

    • Create an Operational Technology system service – Create an Operational Technology (OT) system service to model a distributed control system (DCS) and all of its related components, such as control modules and programming logic controls (PLCs).

    • Add a device to an Operational Technology system service – Add an Operational Technology (OT) device to an OT system service to create a relationship between the equipment model entity that the device belongs to and the OT system service.

    • Map an Operational Technology system service to an equipment model entity – Map an Operational Technology (OT) system service to an ISA equipment model entity by enabling a scheduled job. When the relationship between an OT device and an equipment model entity changes, the scheduled job recomputes the relationship between the OT system service and the equipment model entity.

    • View the dependency map for an Operational Technology system service – View the dependency map for an Operational Technology (OT) system service to see the graphical representation of the hierarchical structure of the selected OT system service and its relationship with other entities in the production process.

  • Automatically convert your IT records to OT devices – Create a scheduled job that automatically converts your IT hardware to Operational Technology (OT) devices by using the Bulk Update Ruleset for Reassigning IT to OT feature. This scheduled job adds OT entity details to all the IT hardware that you want to convert at once.

  • Use CMDB groups to add OT context to IT CIs – Use Configuration Management Database (CMDB) groups to group IT configuration items (CIs) based on additional information, like installed software. Then you can add Operational Technology (OT) context to the IT CIs.

  • Create CMDB OT Data Certification Policy – Create a CMDB Data Certification Policy for Operational Technology (OT) to validate and maintain accurate configuration item (CI) data.

  • Reference – Reference topics provide additional information about the Operational Technology Manager application.

  • Components installed with Operational Technology Manager – Several types of components may be installed with activation of the Operational Technology Manager application, including user roles.

  • Operational Technology dependencies – The following tables describe the application dependencies required for Operational Technology (OT) device management and OT vulnerability management.

  • Installed software for Operational Technology Management – The installed software for the Operational Technology Management solution comes from IT Discovery for Operational Technology (OT) Networks or from the OT-certified Service Graph Connectors that support installed software.

  • Industrial Core plugin – The Industrial Core plugin contains the class mappings needed for the Operational Technology (OT) certified Service Graph Connectors.

    • Create and use OT device naming strategy – Create and use the Operational Technology (OT) device naming strategy to create unique names for your OT devices.

  • Model categories for Operational Technology – When configuration items (CIs) are created in the CMDB, asset records are created. The asset record contains the model category for the CI.

  • APIs for IT to OT and OT to IT conversion – There are 2 APIs used for handling refresh workflow scenarios for converting IT to Operational Technology (OT) and vice versa with the OT Asset Management application.

  • Operational Technology Backup Management data model – The Operational Technology (OT) Backup Management provides visibility and actionable insights on the backup of the OT devices. The class tables described below are interconnected and collectively form the Backup Management data model.

  • Operational Technology Version Control data model for Backup Management – In Operational Technology (OT) Backup Management, you can develop multiple scripts or programs to automate the data backup process of OT devices. The Version Control data model enables you to maintain a record of all the backup scripts or programs you develop for an OT entity.

  • Edit the protection policy for an OT View Rule – Edit the protection policy for an Operational Technology (OT) View Rule to edit the View Rule as needed.

  • Related information – Find more information about the Network Intrusion Detection System (NIDS) extension class, OT extension classes, and related applications.

• Operational Technology Discovery – You can use the Operational Technology Native Discovery solution to amplify the visibility of devices in your OT environment. You can also use the IT Discovery for Operational Technology (OT) Networks function to discover IT class OT devices.

  • Operational Technology Native Discovery components – The ServiceNow Discovery for Operational Technology (OT) Native components provide a solution that gives you visibility of your OT devices and imports your device data into ServiceNow using the Service Graph Connector for ServiceNow OT Discovery. Using the OT components, that is, the Discovery Console for OT, Discovery Sensor for OT, and OT Discovery Collector, you can monitor and query your devices within the OT environment.

  • Deploy Operational Technology Discovery – Consider deployment options for your Operational Technology Discovery components.

    • Architectural considerations – This document intends to describe the ServiceNow Operational Technology Discovery architecture and covers how discovery components find, identify, and inventory devices in an Operational Technology environment.

    • Before deploying OT Discovery – To discover assets in your OT environment, the Operational Technology Discovery solution provides the ServiceNow platform, the Discovery Console for OT, the Discovery Sensor for OT, and the OT Discovery Collector.

    • OT Discovery System resources – You can review the OT Discovery component resources before setting up your OT network.

    • OT Discovery component communications – This section describes how the OT Discovery components should be connected so they can communicate with each other.

    • OT Discovery Deployment scenarios – Deployment scenarios for OT Discovery vary based on a network’s architecture. Use these scenarios to help determine how to deploy the OT Discovery components in your OT environment.

  • Discovery Console for OT – Use the Discovery Console for OT component to discover, monitor, and query devices in your Operational Technology environment.

    • Explore the Discovery Console for OT – The Discovery Console for OT provides you with enhanced features to discover your assets in the OT environment.

    • Use the Discovery Console for OT interactive configuration wizard – The Discovery Console for OT provides an interactive configuration wizard that steps you through setting up your Console, Sensor, Collector, assets, queries, and sites.

    • Configure the Discovery Console for OT – This section is an overview of the steps for installing the Discovery Console for OT.

    • Air-gapped networks and OT Discovery installation – This section explains the options for air-gapped and non-air-gapped network, installation of Discovery for OT components, and accessing data from scans and queries.

      • Install containerized OT Discovery packages – Install the OT Discovery containerized packages on your network.

      • Install OT Discovery on Rocky 10 – Install the containerized packages for the Discovery Console for OT and the OT Discovery Collector onto a machine with Rocky 10 OS.

    • Requirements for Discovery Console for OT installation – For remote deployment at a facility or on a network, verify that the following requirements are met before installing the Discovery Console for OT.

    • Install a Linux distribution OS – Install a Linux operating system on a virtual machine and then install the Discovery Console for OT on the same VM.

    • Install the Discovery Console for OT – Install the Service Graph Connector for OT Discovery before accessing the Discovery for OT packages. You must also install a Linux distribution on the same machine the Discovery Console for OT is installed on.

    • Log in to the Discovery Console for OT – This sections describes your initial log onto the OT Discovery Collector.

    • Generate a certificate – Generate a certificate to use with the Discovery Console for OT or upload your own certificates. This certificate allows the Console to boot up.

    • Upgrade the Discovery Console for OT – These are the instructions for upgrading the Discovery Console for OT. The scope of this document does not include how to upgrade the containerized version of the Console.

    • Use the Console pages – Get started with the Discovery Console for OT application after it is installed and configured.

    • Home page – The Home page on the Discovery Console for OT provides a dashboard overview of the assets and sites on your current system.

    • Assets page – The Assets page shows a list of all available assets for the Discovery Console for OT.

      • Create an asset – Manually create an asset to the Discovery Console for OT.

      • Deleting assets in bulk – Filter assets and do a bulk deletion in the Discovery Console for OT.

      • Import or export assets – You can import or export assets, and ignored assets, to either CSV or JSON formats.

    • Images page – The Images page contains the images related to your Discovery Console for OT assets.

    • Auto Query page – The Auto Query page contains the automatic asset queries for the Discovery Console for OT.

      • Create an Auto Query – Create an Auto Query that you can run on demand for different Discovery Console for OT Assets.

      • Create an Auto Query ignore list – Create an Auto Query to exclude specified asset IP addresses from receiving scanning traffic.

      • Edit an Auto Query – Edit an Auto Query to change or add parameters to your scan.

      • Create a Quick Scan – Create a Quick Scan from the Auto Query page.

    • Variables page – The Variables page provides a list of currently available variable sets.

      • Create a Variable set – Create a Variable set for an Auto Query scan created in the Discovery Console for OT.

      • Edit a Variable set – Edit a Variable set for an Auto Query scan created in the Discovery Console for OT.

      • Create a Site-specific Variable set to use with Auto Query – Create a Site-specific Variable set for use in Auto Queries.

    • Results page – The Results page provides the results from your queries in the Discovery Console for OT.

      • Filtering results – The Results page provides a filter to find specific types of queries of information.

      • Filter for Host Status – Filter your query results by Host Status. Verify whether devices were reachable when the query was executed.

    • Appliances page – The Appliances page displays active appliances in the Discovery Console for OT.

      • Edit an Appliance – This section describes what information that is available and that is setup on an Appliance record

    • Sites page – A Site represents a physical location in your organization, such as a DATACENTER, office, or IoT site. Each Site includes location details, time zone settings, and network range configurations that determine which IP addresses the Console for scans during discovery.

      • Add a site – Add a site to your Discovery Console for OT.

      • Edit or delete a Site – Edit a site to update its information or delete a site that no longer exists on your Discovery Console for OT.

      • Create a Site-specific Variable set – Create a Site-specific Variable for use in Auto Queries. You can use the Variable as a credential for your Site.

      • Import sites – Import existing Sites to the Discovery Console for OT.

      • Export sites – Export Sites on your Discovery Console for OT into a CSV.

    • Updates page – The Updates page shows available updates for your Sensor firmware.

    • Network Zones page – The Network Zones page in the Appliances section includes a list of all Network Zones on the Console. Network zones group assets by IP address to help distinguish one or more assets that share an IP address but are in different local area networks.

    • Notifications page – The Notifications page shows the notifications available for your Discovery Sensor for Operational Technology (OT).

    • Notifications Rules page – The Notification Rules page shows the notification rules that were setup for the Console. Notifications are displayed on the Notification page.

      • Add a Notification Rule – Create a Notification Rule.

    • Certificates page – The Certificates page lets you access data regarding your CA certificates, Sensor credentials, and Collector credentials. You can also renew your certifications from this page.

      • Renew a certificate – This section describes how to renew a certificate on the Certificates page.

    • Activity page – The Activity page lists only the Appliance activity on your system.

    • Users page – The Users page shows the lists of both active and inactive users in your Discovery Console for OT system. You can access the Discovery Console for OT through user accounts available in the system.

      • Set up Microsoft Entra ID – This section describes how a Discovery Console for OT user can set up an Microsoft Entra ID integration.

      • Create a user – Create a user account that can access the Discovery Console for OT.

      • Edit a user’s information – Edit a User’s information and keep the user account up to date.

      • Force user to reset their password – Force a user to reset their password.

      • Deactivating a user – Deactivating a user verifies that they can’t access the Discovery Console for OT.

    • Settings page – The Settings page lets you view and modify system-wide settings for the Discovery Console for OT, Discovery Sensor for OT, and the OT Discovery Collector.

      • Certificate tab – The Certificate tab is for generating or uploading the Discovery Console for OT certificate.

      • Discovery Console for OT API – You can access the discovery data from the Console via the API. On the Settings page, select the API tab to view and use the active tokens, denied tokens, and endpoints needed to communicate with the Service Graph Connector (SGC).

      • Edit Console API settings – Edit the API settings for the Discovery Console for OT to generate active tokens, remove denied tokens, or view the available API endpoints needed to communicate with the Service Graph Connector for ServiceNow OT Discovery.

      • Edit email settings – Edit the email settings as needed to match the settings on your mail server.

      • Export data – The Discovery Console for OT exports data as a JSON export file.

      • Create a backup for the Console – You can create a full or partial backup of the Discovery Console for OT data.

      • Edit the Query Driver settings – Edit the Query Driver on Metadata tab. The Query Driver section enables you to import or download query drivers and control the speed of Auto Queries.

      • Upload firmware packages – If you’re using a local repository, upload firmware packages to the Discovery Console for OT so the system knows when an update is needed.

      • Reprocess Auto Query Results – On the Settings page, the Reprocess tab is available to reprocess Auto Query results.

      • Edit Syslog settings – Edit the Syslog settings as needed to configure the Syslog server.

      • Download Console log files – The Console logs are available to download for tracking or troubleshooting purposes.

  • Discovery Sensor for Operational Technology (OT) – Use the Discovery Sensor for Operational Technology (OT) application to discover and query devices in the Operational Technology environment.

    • Explore the Discovery Sensor for Operational Technology (OT) – The Discovery Sensor for OT provides you with enhanced scanning and query functionality to manage your assets in the OT environment.

    • Configure the Discovery Sensor for OT – Configuring the Discovery Sensor for OT provides discovery of all assets in your OT environment. The Sensor requires a Linux operating system that is installed either as a virtual machine or on a Bare-metal computer that is x86.

    • Install the Discovery Sensor for OT – Download the Discovery Sensor for OT package and install the ISO image. Then install the Discovery Sensor for OT.

    • Register the Discovery Sensor for OT – When you have installed the Discovery Console for OT and the Discovery Sensor for OT, register the Sensor to the Console with the Console’s Device Management Interface (DMI).

    • Device Management Interface (DMI) – The Device Management Interface (DMI) is a web-based interface where you configure and register a Discovery Sensor for OT to the Discovery Console for OT.

    • Deregister a Discovery Sensor for OT – Deregister a Discovery Sensor for OT from the Discovery Console for OT that is no longer available on your system.

    • Remove a lost Sensor – Remove a Sensor that no longer functions or is otherwise reported as having a lost connection from the Discovery Console for OT.

  • Operational Technology Discovery Collector – Use the OT Discovery Collector component to discover devices the Discovery Sensor for OT can’t reach in the OT environment.

    • Explore the Operational Technology Discovery Collector – The OT Discovery Collector provides you with enhanced features to create an inventory of your assets in your OT environment.

    • Configure the OT Discovery Collector – The OT Discovery Collector is an application that you can install on a Windows or Linux system.

    • Install OT Discovery Collector on Windows system – Install the OT Discovery Collector on a Windows system. The OT Discovery Collector installation is compatible on Windows 10 or Windows 11 systems.

    • Install OT Discovery Collector on Linux system – Install the OT Discovery Collector on a Linux system.

    • Use the OT Discovery Collector – When your OT Discovery Collector stops or loses power use the next task specific to your OS to restart it.

    • Restart OT Discovery Collector on a Windows system – Perform manual restart of the OT Discovery Collector when its configuration file has been refreshed, or if it is unstable. You can perform manual restart only on Collectors installed in a Windows environment and for Linux-based agents that use systemd.

    • Restart OT Discovery Collector on a Linux system – Perform manual restart of Collector when its configuration file has been refreshed, or if the OT Discovery Collector is unstable. You can perform manual restart only on the Collectors installed in a Windows environment and for Linux-based agents that use systemd.

  • Service Graph Connector for ServiceNow Operational Technology (OT) Discovery – The Service Graph Connector for ServiceNow Operational Technology (OT) Discovery (SGC) imports data from a connected Operational Technology Discovery OT Discovery environment and leverages the Integration Hub ETL framework.

    • Explore the Service Graph Connector for ServiceNow Operational Technology (OT) Discovery – The Service Graph Connector for ServiceNow Operational Technology (OT) Discovery imports data from a connected Operational Technology (OT) Discovery environment and leverages the Integration Hub ETL framework.

    • Discovery Console for OT prerequisites – During set up of the Discovery Console for OT, review and confirm you have the following settings.

    • Install the Service Graph Connector – Install the Service Graph Connector for ServiceNow Operational Technology Discovery from the ServiceNow Store.

    • Service Graph Connector for ServiceNow OT Discovery Guided Setup – Use the Guided Setup for the Service Graph Connector for ServiceNow OT Discovery to lead you through the installation, connection, configuration, and integration steps for the OT Discovery environment.

    • Configure the OT Discovery connections & credentials – Configure the Service Graph Connector for ServiceNow Operational Technology (OT) Discovery authentication credentials and configuration used to connect to the ServiceNow OT Discovery devices.

    • Generate imports and validate the connections – For each ServiceNow OT Discovery connection, configure the name and run as user for each import job. Each connection will generate a new Scheduled Import Set and Data Source.

    • Review and configure integration settings – To make the Service Graph Connector for ServiceNow OT Discovery simple to use, set options that let you modify the integration behavior to meet your business needs.

    • Set up scheduled import jobs – Configure the scheduled import jobs.

    • Use advanced configurations for the Service Graph Connector – Use the advanced configuration for the Service Graph Connector for ServiceNow OT Discovery to set up an asset extension points, a class calculator extension points, and a configuration item (CI) naming strategy extension points.

    • Review additional Service Graph Connector for ServiceNow Operational Technology (OT) Discovery records – After completing the Service Graph Connector for ServiceNow Operational Technology (OT) Discovery Guided Setup, review the unknown devices and log records.

    • Support and troubleshooting – Common troubleshooting options when you set up the integration for the Service Graph Connector for ServiceNow OT Discovery.

    • SGC Central – Use SGC Central to set up your Service Graph Connector for ServiceNow OT Discovery, then import data from your OT Discovery environment into your ServiceNow instance.

    • SGC Central prerequisites – Get started with SGC Central and set up the prerequisites for the Service Graph Connector for ServiceNow OT Discovery

    • Configure and test connections – The SGC Central playbook launches when you start to configure and test connection.

    • Configure classification settings in SGC Central – In SGC Central, you can configure the Service Graph Connector for ServiceNow OT Discovery classifications settings to define how OT Discovery categories are mapped to the CMDB classes.

    • Configure system properties on SGC Central – In this step, review and modify the configurable system properties included with the integration.

    • SGC Central import sites – In SGC Central the next step is to import the Sites.

    • Configure site mappings – Importing the site data must be complete before you can move onto configure site mappings.

    • SGC Central Create import schedule – After importing sites and configuring site mappings, you can create an import schedule.

    • Review imports – This section reviews all your importation settings in SGC Central.

  • Feedback on OT Discovery – To provide feedback on OT Discovery you can submit a NOW idea on ServiceNow support.

  • IT Discovery for Operational Technology (OT) Networks – You can use the IT Discovery for Operational Technology (OT) Networks function to discover IT class OT devices. These devices are located in designated Purdue levels within your Industrial Control System (ICS) networks. IT class items include switches, routers, and computers that exist both in data centers and in your factories.

  • IT Discovery for OT Networks related links and lists – IT Discovery for OT Networks contains several related links and lists.

  • Create an OT Discovery schedule and run the Discovery process – Define Operational Technology (OT) Discovery schedules that orchestrate how and when the Discovery for an OT function should run. You can also perform an immediate Quick Discovery or an actual OT Discovery run.

• Industrial Process Manager – Use the Industrial Process Manager application to create the ISA-95 Equipment Model data foundation that is required for the ServiceNow Operational Technology solution. The Industrial Process Manager enables you to create your own version of the equipment models in each of your sites.

  • Explore – Learn more about the common terminology, acronyms, and ISA-95 Equipment Model industry standard used in the Industrial Process Manager.

  • Industrial Process Manager common terminology – Before getting started with the Industrial Process Manager, here are some common terminology and acronyms.

  • Industrial Process Manager common terminology – Before getting started with the Industrial Process Manager, here are some common terminology and acronyms.

  • Equipment model templates – You can create equipment model templates you use to characterize an equipment model, or to structure the data that describes your physical industrial facility by grouping similar types of equipment model entities.

  • Configure – Configure the Industrial Process Manager application so that you can create the Equipment Model data foundation that is required for the ServiceNow Operational Technology solution.

  • Install the Industrial Process Manager – If you have the required entitlement and the Administrator [admin] role, you can install the Industrial Process Manager application and the related plugins.

  • Industrial Workspace Admin application menu and Guided Setup – After you install the application and related plugins, you can use the Industrial Workspace Admin application menu to access the related Operational Technology Manager, Industrial Process Manager, Operational Technology Incident Management, Operational Technology Vulnerability Response, Operational Technology Change Management, Operational Technology Knowledge Management, and Operational Technology Request Management functions.

  • Assign Industrial Process Manager user roles – Assign roles to your users so that you can control their access to the features, capabilities, and data in the Industrial Process Manager application.

  • View and edit OT system properties – View and edit all of the Operational Technology (OT) related system properties for different applications.

  • Defining equipment model templates – Create templates that you can assign to the equipment model entities that you created in the ServiceNow AI Platform. You can use these templates to characterize an equipment model or structure the data that describes your physical industrial facility by grouping similar types of equipment model entities.

    • Create an equipment model template – Create an equipment model template record that identifies and describes the use of the template. After you create an equipment model template, you can create hierarchical levels and types for it.

    • Create hierarchical sorting levels – Create and assign hierarchical levels for your equipment model template. When you assign an equipment template to an equipment model, these levels sort and structure the data you see in it.

    • Create equipment model level types – Create granular level types within each equipment model template level that you created. The granular level types that you create within that level describe the type of production processes within it.

  • Importing equipment model data – The scheduled import function enables you to import your existing equipment model data from a populated Microsoft Excel flat-file spreadsheet. You can use it to import your ISA-95 Equipment Model data to the Configuration Management Database (CMDB).

    • Populating your Microsoft Excel spreadsheet with equipment model data – Create and populate a Microsoft Excel spreadsheet with your existing ISA equipment model data. Positioning your existing data in the correct columns is crucial to the success of your upload.

    • Import your equipment model data – After you complete your Microsoft Excel spreadsheet with your equipment model data, import it into the ServiceNow AI Platform by using the data source and scheduled import.

  • Assign or remove access for non-admins – Assign or remove equipment model site access for non-administrators. You can create the user criteria to determine whether certain users can access the equipment model entities for specific sites.

    • Assign user criteria for Can Read access – Assign the user criteria to a site to define which users can read or view the equipment model entities that belong to the selected site.

    • Assign user criteria for Can Edit access – Assign the user criteria to a site to define which users can edit the equipment model entities that belong to the selected site.

  • Managing an equipment model entity schedule – You can manage an equipment model entity schedule with the Industrial Process Manager application. By using a schedule, you can track several maintenance tasks for one equipment model entity.

    • Create an equipment model entity schedule – Create an equipment model entity schedule with the Industrial Process Manager application. With these schedules, you can easily maintain multiple equipment model entities.

    • Create a schedule entry – Create a schedule entry for an existing equipment model entity schedule in the Industrial Process Manager application. You can create more than one entry for a schedule. Schedule entries allow multiple maintenance tasks to take place for one equipment model entity.

    • Associate a schedule with an equipment model entity – Create one or more maintenance schedules for an equipment model entity, edit an existing schedule, or delete schedules with the Industrial Process Manager application.

    • Attach a schedule to an equipment model entity – Attach an existing schedule to an equipment model entity with the Industrial Process Manager application. Attaching a schedule to an equipment model entity applies the schedule and its entries to that entity.

    • Detach a schedule from an equipment model entity – Detach an existing schedule from an equipment model entity with the Industrial Process Manager application. If a schedule no longer applies to an equipment model entity, you can easily remove it so that it doesn’t show up for that entity.

    • View a schedule for the equipment model entity – View a schedule for an existing equipment model entity in the Industrial Process Manager application.

    • Add a child schedule – Add a child schedule to an existing equipment model entity schedule with the Industrial Process Manager application. When you make adjustments to the child schedule, it also applies to the parent schedule. For example, you might want to extend the scheduled time on a particular day or remove the holidays from a schedule.

  • Use – After you complete all required set up tasks, including importing equipment models, you can use the Operational Technology Manager and Industrial Process Manager functions on the Industrial Workspace Admin menu. These functions include the Equipment Model Manager and the Industrial Workspace.

  • Managing equipment models – The Equipment Model Manager in the Industrial Workspace enables you to review and manage ISA-95 equipment model data. You use it to review imported equipment model data or to manually create an equipment model.

    • Review and update the equipment model details – Review and update the details for an equipment model that you imported into the ServiceNow AI Platform so that you can make sure that the information is correct. You can also manually create a new equipment model entity and then add details to it.

    • Create an entity for a new equipment model – Create an entity for a new equipment model. You do this task when you want to manually create a new equipment model entity directly in the ServiceNow AI Platform rather than import the equipment model data from an external source.

    • View the equipment model hierarchy – View a graphical representation of the hierarchical structure of the selected equipment model entity, and its relationships to other entities in the production process.

    • View the equipment model OT device map – View the graphical representation of the selected equipment model entity and its relationship to other Operational Technology (OT) devices in the production process.

    • View the equipment model OT dependency map – View the graphical representation of the hierarchical structure of the selected equipment model entity and its relationship with other entities and devices in the production process.

    • Map the upstream production processes – Use the upstream process to review upstream production processes for the selected equipment model entity. You can also create and map a new upstream production process for the equipment model entity.

    • Map the downstream production processes – Use the downstream process to review the downstream production processes for the selected equipment model entity. You can also create and map a new downstream production process for the equipment model entity.

    • Review the child entities for the equipment model entity – Review the child entities that are associated with the selected equipment model entity. You can review the relationships of the associated entities that are subordinate to a higher-level entity.

    • Add associated OT devices – Use OT devices to review the OT devices that are associated with the selected equipment model entity and its child entities. You can also select and associate other OT devices to the selected equipment model entity.

    • Update entity name or parent entity – Update the entity name or parent fields in an equipment model entity record as needed to help keep your equipment model information up to date.

    • Bulk edit a site’s Operational Technology Vulnerability Response assignment group – Use the bulk edit feature to update the Operational Technology Vulnerability Response (OT VR) assignment group field in multiple site records at once.

    • Generate a location hierarchy – When no locations exist, generate a complete location hierarchy for an ISA equipment model entity tree to establish location references that match the ISA hierarchy.

    • Search for an equipment model entity – Search for an equipment model entity in the Industrial Workspace so that you can find the entity more quickly and efficiently.

    • View all OT devices by managed network – View your Operational Technology (OT) devices by managed network on the ServiceNow AI Platform.

    • Filter equipment model entities by operational status – Filter how equipment model entities appear in the Equipment Model Manager on the Industrial Workspace using a system property. Filtering equipment model entities can help you organize the data shown on the Industrial Workspace.

    • Favorite a child equipment model entity – Favorite a child equipment model entity in the Equipment Model Manager of the Industrial Workspace so that you can access a tailored view of your favorites while working.

    • Automated Mapping Across Zone-based IP Network Groups – Automate mapping of Operational Technology (OT) devices to the production process using the Automated Mapping Across Zone-based IP Network Groups (AMAZING) feature.​

    • Workflow for the automated mapping feature – The Industrial Process Manager includes an automated flow for the automated mapping feature.

    • Configure Automated Mapping of OT devices using guided setup – Use the Industrial Process Manager guided setup to automatically map OT devices to the ISA equipment model entity.

    • Configure the OT Subnet Mapping scheduled flow – Configure the OT device mapping flow to automatically map OT devices to sites and equipment model entities.

    • Automatically map all OT devices – An Operational Technology (OT) Amazing admin can trigger automated mapping of all OT devices to the appropriate ISA equipment model entity.

      • Create a new OT subnet mapping record – Create a new OT subnet mapping to associate with an equipment model entity.

      • Map all OT devices within a subnet – An OT admin can trigger automated mapping of all OT devices within a selected subnet.

      • Map OT devices from the Equipment Model Manager – Map Operational Technology (OT) devices to equipment model entities from the Equipment Model Manager in the Industrial Workspace.

      • Map an individual OT device to an equipment model entity – Perform on-demand mapping of an OT device to the ISA equipment model entity for the sites that you have access to.

    • Create an OT discovered subnet – Create an Operational Technology (OT) discovered subnet to use during OT subnet mapping to help identify OT devices and assign them to the correct equipment model entity.

    • View OT devices not assigned to a site – View the list of Operational Technology (OT) devices that aren’t assigned to a site.

    • View unmapped OT devices – View a list of Operational Technology (OT) devices with IP addresses that aren’t mapped to any equipment model entity.

    • View OT subnet mappings – View all mapped OT subnets assigned to an equipment model entity.

    • View all mapped OT devices – View a list of all the Operational Technology (OT) devices that are mapped to an equipment model entity.

  • Reference – Reference topics provide additional information about the Industrial Process Manager application.

  • Components installed with Industrial Process Manager – Several types of components may be installed with activation of the Industrial Process Manager application, including user roles.

  • ISA Equipment Model system properties – Enable the system properties for the ISA Equipment Model as needed.

  • System properties used by the OT subnet mapping feature – An Amazing Admin can view and configure the system properties that support the OT subnet mapping feature.

  • Automated mapping components installed – Several types of automated mapping components will be installed with activation of the Industrial Process Manager when Operational Technology Manager is also active, including tables, system properties, and scheduled flows.

  • Migrating site user access to user criteria and groups – When you upgrade to version 1.0.12 of the ISA Equipment Model, the migration from site user access to user criteria and groups begins automatically.

  • User criteria form – You can use the User Criteria form to determine whether certain users can access the equipment model entities for specific sites.

  • Predefined filters for the Industrial Process Manager – Industrial Process Manager application uses predefined filters so that you can view the equipment model dependency maps by selecting the available UI actions in the Industrial Workspace.

    • Modify predefined filters – Modify the predefined filters for the ISA Equipment Model application as needed for your organization.

  • Site vs location – The site and location attributes have different uses for Operational Technology (OT).

  • Related information – Find more information about the Network Intrusion Detection System (NIDS) extension class, OT extension classes, and related applications.

• Operational Technology Vulnerability Response – Operational Technology Vulnerability Response enables effective prioritization and remediation of OT device vulnerabilities at the site level. By leveraging the CMDB relationships of OT devices, vulnerable devices or items can be prioritized based on the criticality of the production process they automate.

  • Explore – Use Operational Technology Vulnerability Response as an integrated solution for the industrial production process.

  • Operational Technology Vulnerability Solution Management – Starting from the Xanadu version, Operational Technology (OT) Vulnerability Solution Management is a feature available within the Operational Technology Vulnerability Response application.

  • Configure – Configure Operational Technology (OT) assignment rules, remediation targets, risk calculators, and risk rollup calculation then configure integrations to create vulnerable item records.

  • Install Operational Technology Vulnerability Response – Install the Operational Technology Vulnerability Response application if you have the admin role. This application includes demo data and installs the related store applications and plugins if they are not already installed.

  • Assign OT VR roles – Assign roles to your users so that you can control their access to the features, capabilities, and data in the Operational Technology Vulnerability Response application.

  • Create a site assignment group – Create one Operational Technology Vulnerability Response assignment group per site that you have in the Equipment Model Manager. This allows OT Remediation Owner users to only see vulnerable items for their site.

  • Assign users to sites – If you have not already done so during configuration of the Industrial Process Manager, assign users who already have either the cmdb_ot_isa_viewer or cmdb_ot_isa_editor role to sites.

  • Assign users to assignment groups – Add users to assignment groups so they can see the vulnerability items for their assigned site.

  • Assign vulnerable items to groups – Configure OT Vulnerability assignment rules.

  • Configure OT remediation task rules – For remediation tasks that are created in the Industrial Workspace, update existing remediation task rules to prevent imported vulnerable items from automatically adding OT devices.

  • Configure OT remediation target rules – Configure remediation target rules for OT vulnerable items.

  • Configure risk calculators – Determine which OT risk factors to use when calculating the risk of a vulnerable item on an OT device.

  • Configure OT vulnerability risk rollup calculator – Use the OT vulnerability risk rollup calculator to calculate the risk score of the OT devices at each level of the equipment model. The overall risk score is rolled up to the parent equipment model entity.

  • Install certified Vulnerability Response integrations – Integrate certified third-party applications that enhance functionality of OT vulnerability management.

  • Integrate – The Operational Technology Vulnerability Response application includes support for third-party integrations.

  • Vulnerability Response Integration with Claroty CTD – The Vulnerability Response Integration with Claroty Continuous Threat Detection (CTD) uses vulnerability data imported from Claroty CTD to enable risk-based action within the production process.

    • Install Vulnerability Response Integration with Claroty CTD – Install the Vulnerability Response Integration with Claroty CTD (sn_clarotyctdvr). The application includes installs related ServiceNow Store applications and plugins if they aren’t already installed.

    • Assign Vulnerability Response Integration with Claroty CTD roles – Assign roles to your users so that you can control their access to the features, capabilities, and data in the Vulnerability Response Integration with the Claroty CTD application.

    • Vulnerability Response Integration with Claroty CTD roles – Roles control access to features and capabilities in the Vulnerability Response Integration with Claroty CTD.

    • Run the National Vulnerability Database integration – Run the National Vulnerability Database (NVD) integration to import data from the National Institute of Standards and Technology (NIST) NVD product. Running the NVD integration helps you determine the severity and details of Common Vulnerabilities and Exposures (CVEs) found in your environment.

    • Configure the Vulnerability Response Integration with Claroty CTD – Configure the Vulnerability Response Integration with Claroty CTD to begin importing data.

    • Connect to the Claroty CTD – Connect to the Claroty CTD to begin the Vulnerability Integration setup.

    • Activate the Delta Import integration – Activate the Delta Import integration to import vulnerabilities from Claroty CTD.

    • Run the Claroty CTD Vulnerability Integration – Run the Claroty CTD Vulnerability Integration after running the Service Graph Connector for Claroty CTD. Running the Vulnerability Integration immediately after running the Service Graph Connector ensures that the most up to date CMDB information is populated from Claroty CTD.

    • Activate the Auto-Closure Integration – Activate the auto-closure integration to close the corresponding ServiceNow Vulnerability Detections.

    • Configure the Full Import Integration from Claroty CTD – Configure the Full Import Integration to import the entire vulnerability inventory of a device from Claroty CTD.

    • Set the system properties – Set the system properties for the Vulnerability Response Integration with Claroty CTD so that you can enable the properties as needed.

    • Data mapping for the Vulnerability Response Integration with Claroty CTD – This section specifies how fields from the Claroty CTD API are mapped to fields in the ServiceNow tables.

    • Errors for the Vulnerability Response Integration with Claroty CTD – You may encounter errors that need troubleshooting while you’re working with the Vulnerability Response Integration with Claroty CTD.

  • Vulnerability Response Integration with Microsoft Defender for IoT (Azure) – The Vulnerability Response Integration with Microsoft Defender for IoT (Azure) uses data imported from Microsoft Defender for IoT (Azure) to enable risk-based action with the production process context.

    • Install the Vulnerability Response for Microsoft Defender for IoT (Azure) – You can install the Vulnerability Response for Microsoft Defender for IoT (Azure) if you have the admin role. The application includes installs related ServiceNow Store applications and plugins if they are not already installed.

    • Navigate to Guided Setup for the Vulnerability Response Integration with Microsoft Defender for IoT (Azure) – After installing the Vulnerability Response Integration with Microsoft Defender for IoT (Azure), navigate to the Guided Setup to walk you through the application’s configuration.

    • Connect to the Microsoft Defender for IoT (Azure) – Connect to Microsoft Defender for IoT (Azure) to begin the Vulnerability Integration setup.

    • Run the National Vulnerability Database integration – Run the National Vulnerability Database (NVD) integration to import data from the National Institute of Standards and Technology (NIST) NVD product. Running the NVD integration gives you the foundational Common Vulnerabilities and Exposures (CVEs) data referenced by the Microsoft Defender for IoT (Azure) vulnerabilities to help you determine the severity and details of vulnerabilities in your environment.

    • Configure integration scheduled jobs – Activate the scheduled jobs that import vulnerability data.

    • Activate Auto-Close Stale Detections – Configure the system properties that are used in the auto-close stale detections process to automatically close vulnerabilities that are no longer in your environment.

    • Activate the Auto-Close Stale Detections job – Activate the scheduled job to auto-close stale detections on a recurring basis.

    • Support for the Vulnerability Response Integration with Microsoft Defender for IoT (Azure) – You can refer to this section for questions regarding data mapping and error handling.

  • Vulnerability Response for Microsoft Defender for IoT (On-premises Management Console) – The Vulnerability Response for Microsoft Defender for IoT (On-premises Management Console) uses data imported from Microsoft Defender for IoT (On-premises Management Console) to enable risk-based action with the production process context.

    • Install the Vulnerability Response for Microsoft Defender for IoT (On-premises Management Console) – You can install the Vulnerability Response for Microsoft Defender for IoT (On-premises Management Console) if you have the admin role. The application includes installs related ServiceNow Store applications and plugins if they are not already installed.

    • Assign Vulnerability Response for Microsoft Defender for IoT (On-premises Management Console) roles – Assign roles to your users so that you can control their access to the features, capabilities, and data in the Vulnerability Response for Microsoft Defender for IoT (On-premises Management Console) application.

    • Run the National Vulnerability Database integration – Run the National Vulnerability Database (NVD) integration to import data from the National Institute of Standards and Technology (NIST) NVD product. Running the NVD integration helps you determine the severity and details of Common Vulnerabilities and Exposures (CVEs) found in your environment.

    • Configure the Vulnerability Response for Microsoft Defender for IoT (On-premises Management Console) – Configure the record for the Vulnerability Response for Microsoft Defender for IoT (On-premises Management Console) integration.

    • Microsoft Defender for IoT VR Configuration form – Use the Microsoft Defender for IoT VR Configuration form to configure the Vulnerability Response for Microsoft Defender for IoT (On-premises Management Console) application.

    • Configure import schedules – Configure the import schedules to access the Microsoft Defender for IoT records.

    • Configure the system ID of the OT Vulnerability Response integration – Configure the system ID to import integration records fully after the Microsoft SGC Connections integration.

    • Configure Auto-Close Stale Detections – Enable Auto-Close Stale Detections to automatically close stale vulnerable detections not recently found by your third-party integrations.

  • Use – After you complete all required set up tasks, including importing vulnerable items from a third-party integration, you can use the Operational Technology Vulnerability Response application from the Industrial Workspace.

  • View vulnerable items and solutions in the Industrial Workspace – View Operational Technology (OT) vulnerable items (VITs) and their respective preferred solutions or all available solutions provided by OT Vulnerability Solution Management in the Industrial Workspace.

  • View vulnerability exceptions in the Industrial Workspace – You can use request an Operational Technology (OT) Admin to ignore a vulnerable item (VIT) as an exception.

  • Create a remediation task – Create remediation tasks associated with OT devices that are mapped to an equipment model entity.

  • Select a start time for a remediation task – Select an expected start time for an Operational Technology (OT) remediation task by using the time slots in the equipment model entity schedules.

  • Split remediation task – User can split the Vulnerable items (VIs) from a remediation task record to create a remediation task.

  • View remediation tasks in the Industrial Workspace – View the remediation tasks created for the Operational Technology (OT) vulnerable items (VITs) in the Industrial Workspace.

  • Defer a remediation task – Defer a remediation task to create an exception request that you can resolve later.

  • Understanding compensating controls for Operational Technology – Compensating controls in OT environments are alternative security measures when risks posed by vulnerabilities can’t be patched immediately.

    • Use compensating controls for Operational Technology – Configure compensating controls for Operational Technology (OT).

    • View Common Vulnerability Entries in the Industrial Workspace – View Common Vulnerability Entries (CVEs) in the Industrial Workspace to access information needed for compensating controls.

  • Reference – Reference topics provide additional information about the Operational Technology Vulnerability Response application.

  • Components installed with Operational Technology Vulnerability Response – Several types of components are installed with activation of the Operational Technology Vulnerability Response (com.sn_otvr) plugin, including user roles and a business rule.

  • Operational Technology Vulnerability Response vulnerable item form fields – List of fields displayed in a vulnerable items created for OT devices.

  • Related information – Find more information about the Network Intrusion Detection System (NIDS) extension class, OT extension classes, and related applications.

• Operational Technology Incident Management – Operational Technology Incident Management enables manufacturers to manage OT device incidents from open to closure.

  • Explore – Learn more about the Operational Technology Incident Management application.

  • Operational Technology Incident Management – Operational Technology Incident Management enables engineers to quickly resolve Operational Technology (OT) device and production process issues.

  • Integrating with Industrial Process Manager – Integrate Operational Technology Incident Management with Industrial Process Manager to report incidents on equipment model entities.

  • ServiceNow Otto for OT Service Management – The ServiceNow Otto for Operational Technology (OT) Service Management application enables teams to summarize OT incident details and generate incident resolution notes to share with other users.

  • Configure – Configure the Operational Technology Incident Management application so that you can create the data foundation for the ServiceNow Operational Technology solution.

  • Configure ServiceNow Otto for OT Service Management – If you have the admin role, you can configure the ServiceNow Otto for Operational Technology (OT) Service Management application so that teams can use the generative AI capabilities in the Industrial Workspace for their OT incidents.

    • Supporting information – Review the supported language models, supported interfaces, and application dependencies for ServiceNow Otto for Operational Technology (OT) Service Management.

    • Skill inputs and triggers – Skill inputs and triggers for ServiceNow Otto for Operational Technology (OT) Service Management determine how and when each skill is used. Configure inputs to identify the data a skill uses, or configure triggers to initiate skill actions.

  • Install Operational Technology Incident Management – You can install the Operational Technology Incident Management application (sn_ot_inc_mgmt) if you have the admin role. The application installs related ServiceNow Store applications and plugins if they are not already installed.If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the above sentence. Changed Service to Incident in these topics.

  • Migrate incidents to the new incident table – Migrate Operational Technology incidents from the old incident table to the new incident table. Migrating incidents lets the Operational Technology Incident Management application know that the old table is no longer applicable.

  • Assign roles to your users – Assign roles to your users in the Operational Technology Incident Management application so that you can control their access to the features, capabilities, and data.

    • Assign new roles to your users – Assign roles to your users in the Operational Technology Incident Management application so that you can control their access to the features, capabilities, and data.

  • Create an assignment group – Create an Operational Technology (OT) specific assignment group to assign to OT incident records.

  • Incident categories and subcategories – By categorizing Operational Technology (OT) incidents, you can group and narrow the search for specific OT incidents.

    • Edit a category or subcategory – Edit your existing Operational Technology incident categories and subcategories to classify your incidents.

    • Create a category or subcategory – Create an Operational Technology incident category or subcategory that you want to use to classify incidents.

    • Delete a category or subcategory – Delete an Operational Technology incident category or subcategory if your organization no longer uses that category or subcategory.

  • Create an incident state model – Create an Operational Technology (OT) incident state model for your sites. By using an incident state model, you can manage the life cycle of the related incidents.

  • Define a priority lookup rule for incidents – Define the impact and urgency of an Operational Technology incident to calculate its priority. You can then use the priority calculation to prioritize your work and to drive service level agreements (SLAs) in your organization.

  • Set the system properties – Set the system properties for the Operational Technology Incident Management application so that you can enable the incident properties as needed.

  • Create an assignment rule – Create an assignment rule to automatically assign an Operational Technology (OT) incident to a group or user according to one or more conditions in the assignment rule. You use assignment rules to run at the time that you open an OT incident.

  • Use – After you complete all required set up tasks for the Operational Technology Incident Management application, you can begin managing OT incidents.

  • Use ServiceNow Otto for OT Service Management – You can summarize an Operational Technology (OT) incident and generate OT resolution notes by using the ServiceNow Otto for OT Service Management application.

    • Summarize an OT incident – Understand the Operational Technology (OT) incident context and respond to user questions by using the OT incident summarization skill in the ServiceNow Otto for OT Service Management application.

    • Generate resolution notes – Generate resolution notes for an Operational Technology (OT) incident to share incident resolution information with other users who encounter similar issues.

  • Agentic AI for Operational Technology Service Management – Use the Operational Technology Service Management (OTSM) AI agent collection to complete tasks autonomously.

    • Activate an agentic workflow – Activate the agentic workflows for ServiceNow Otto for Operational Technology (OT) Service Management from the AI Agent Studio so that the AI agents can execute requests autonomously. The ServiceNow Otto for OT Service Management agents included with the application are activated by default.

    • Generate OT KB articles – The Generate OT KB articles agentic workflow automatically generates a KB article when an Operational Technology (OT) incident is resolved, capturing resolution information for future reference.

  • Managing OT incidents – Depending on your assigned user role, you can manage OT incidents in the Industrial Workspace.

  • Access control for incidents – To help separate Operational Technology (OT) and Information Technology (IT) data, only OT users can view OT incidents.

  • Report an OT incident – Create an Operational Technology (OT) incident record to report a deviation from an expected standard of operation.

  • Create an OT incident from an OT change request – Create an Operational Technology (OT) incident related to an OT change request directly from the OT change record in the Industrial Workspace.

  • Create tasks to fulfill an OT incident – Create a set of incident tasks to fulfill an Operational Technology (OT) incident. Incident tasks help you to split up and categorize the work that is needed to resolve an incident.

  • Create a child incident – Create a child Operational Technology (OT) incident record to capture part of the deviation reported so that it can be worked on separately. Creating child incidents can help you organize multiple incidents related to the same parent.

  • Visibility of incidents across sites – With the Operational Technology (OT) incident fulfiller role (sn_ot_incident_write), you can view, create, or edit the incidents that belong to your site. You can also view the incidents that belong to other sites to help resolve similar incidents at your site.

  • Synchronization between an incident and its incident tasks – You can use Operational Technology (OT) incident tasks to collaborate with and request work from other stakeholders. An OT incident and its tasks are synchronized so that the state of the incident tasks change depending on the state of incident.

  • Incident email notifications – Use Operational Technology (OT) incident email notifications to alert users when changes are made to an incident.

  • Compose an email from an OT incident record – Compose an email directly in an OT incident record so that you can conveniently update your team and others about the incident.

  • Resolve and close an incident – When an issue is corrected, you can set the Operational Technology (OT) incident state to Resolved. If you’re happy with the resolution, you can close the incident. The incident also auto-closes after a certain amount of time based on the incident auto-close properties.

  • Edit related devices and equipment model entities – Add or remove the related Operational Technology (OT) devices and equipment model entities directly from an OT incident record. You can track the relationship between the incident and its affected items.

  • Reference – Reference topics provide additional information about the Operational Technology Incident Management application.

  • Assignment rule form – Assignment rules automatically assign an Operational Technology (OT) incident to a group or user according to one or more conditions in the assignment rule.

  • Components installed with Operational Technology Incident Management – Several types of components may be installed with activation of the Operational Technology Incident Management (sn_ot_inc_mgmt) plugin, including user roles.

  • Related information – Find more information about the OT extension classes and related applications.

• Operational Technology Change Management – The ServiceNow Operational Technology Change Management application enables your organization to implement changes to Operational Technology (OT) devices and production processes.

  • Explore – Learn more about the Operational Technology Change Management application.

  • Using Operational Technology Change Management to optimize your production process – The Operational Technology Change Management application enables your team members to work collaboratively on changes to Operational Technology (OT) devices or industrial equipment configurations. These changes include any optimizations, alterations in the production process, or vulnerability fixes.

  • Configure – Configure the Operational Technology Change Management application so that you can create the data foundation for the ServiceNow Operational Technology (OT) solution.

  • Install Operational Technology Change Management – You can install the Operational Technology Change Management application (sn_ot_chg_mgmt) if you have the admin role.

  • Assign Operational Technology Change Management roles – Assign roles to your users so that you can control their access to the features, capabilities, and data in the Operational Technology Change Management application.

  • Select a change model to fulfill change requests – Select an Operational Technology (OT) change model to begin fulfilling your change requests depending on the needs of your organization.

    • Basic OT Change Model playbook – Learn about the Basic Operational Technology (OT) Change Model playbook stages that an OT change without approvals must go through until it’s completed.

    • Advanced OT Change Model playbook – Learn about the Advanced Operational Technology (OT) Change Model playbook stages that an OT change with approvals must go through until it’s completed.

  • Use – After you complete all required set-up tasks for the Operational Technology Change Management application, you can begin managing Operational Technology (OT) change requests.

  • Create a change request – Create an Operational Technology (OT) change request to report a change in your site.

  • Create a change task to fulfill a change request – Create a change task to fulfill an Operational Technology (OT) change request. Change tasks help to capture all the tasks that need to take place during a change request.

  • Create a change request from OT device details – Create an Operational Technology (OT) change request from an OT device record. Creating a change request from a device record automatically populates the information in your change request record, such as the site or business service and the OT Device field.

  • Create a change request from a remediation task – Create an Operational Technology (OT) change request from an OT remediation task. Creating a change request from a remediation task automatically populates the information in your change request record, such as the Site and the OT Device fields.

  • Create a change request from an incident record – Create an Operational Technology (OT) change request from an OT incident record. By creating a change request directly from an incident record, the data is automatically mapped to the new change request from the incident record.

  • Edit related devices and equipment model entities – Add or remove the related Operational Technology (OT) devices and equipment model entities directly from an OT change record. You can track the relationship between the change request and its affected items.

  • Operational Technology change approval – The Operational Technology (OT) change approval lets reviewers approve your requested changes and suggest improvements as necessary.

    • Add an approver to review a change request – Add a group member, or approver, manually to your approval group to review your Operational Technology (OT) change request.

  • Managing change requests across sites – You can view, create, or edit the change requests that belong to your site or other sites by using the Operational Technology Change Management application. By viewing the change requests from other sites, you can implement similar changes at your site.

  • Visibility of change model records across sites – Depending on your Operational Technology (OT) change role and site role, you can view, create, or edit the change model record for your site or other sites.

  • Change email notifications – Use email notifications to alert users when an Operational Technology (OT) change request or a change task is updated.

  • Reference – Reference topics provide additional information about the Operational Technology Change Management application.

  • Change categories – By categorizing the Operational Technology (OT) change requests, you can group and narrow the search for specific OT change requests. Categories also help stakeholders know what the change is about.

  • Components installed with Operational Technology Change Management – Several types of components may be installed with activation of the Operational Technology Change Management (sn_ot_chg_mgmt) application, including the user roles.

  • Related information – Find more information about the OT extension classes and related applications.

• Operational Technology Knowledge Management – ServiceNow Operational Technology Knowledge Management can help you collect, organize, and share knowledge about your Operational Technology (OT) system, its devices, and the resolved incidents within your organization.

  • Explore – Operational Technology Knowledge Management helps you to capture information about your Operational Technology (OT) system in knowledge articles that are related to OT incidents. Your organization can then use these knowledge articles to help your users to access the right information and prevent miscommunication with your users.

  • Configure – Configure Operational Technology Knowledge Management so that you can create the data foundation for the Operational Technology (OT) solution.

  • Assign roles to your Operational Technology Knowledge Management users – Assign Knowledge Management roles to your users so that you can control their access to the features, capabilities, and data for Operational Technology Knowledge Management.

  • Create an OT knowledge base – Create an Operational Technology (OT) knowledge base to provide a self-service platform for OT knowledge users to store, share, and manage content that is related to OT incidents.

  • Create the user criteria for an OT knowledge base – Create a user criteria record to determine the users who can read or contribute to an Operational Technology (OT) knowledge base.

  • Assign the user criteria to an OT knowledge base – Assign the user criteria records to an Operational Technology (OT) knowledge base to control which users can create, read, write, and retire knowledge articles within the knowledge base.

  • Review access to knowledge bases – Review the Operational Technology (OT) knowledge bases that are accessible to unauthenticated users by using the user criteria and glide.knowman.block_access_with_no_user_criteria property settings.

  • Assigning knowledge workflows to an OT knowledge base – You can assign different Knowledge Management workflows to each Operational Technology (OT) knowledge base for the publishing and retiring processes.

  • Reviewing the Knowledge Management property for an Operational Technology knowledge base – As an administrator, you can configure the look and functionalities of Operational Technology (OT) knowledge bases with the Knowledge Management properties.

  • Use – After you complete all the required set-up tasks for Operational Technology Knowledge Management, you can begin managing knowledge articles that are related to Operational Technology (OT) incidents.

  • Create a knowledge article from an OT incident record – Create a knowledge article to record and save information that is related to an Operational Technology (OT) incident and its resolution.

  • Create a knowledge article in Industrial Workspace – Create a knowledge article in Industrial Workspace to help cater an article’s contents to the needs and solutions not directly related to an Operational Technology (OT) incident.

  • Report a knowledge gap from an OT incident record – Report a knowledge gap from an Operational Technology (OT) incident if you can’t find relevant knowledge articles about the incident.

  • Approve requests to publish or retire a knowledge article – Approve requests to publish or retire a knowledge article to help ensure that the knowledge base is up to date.

  • Assign feedback tasks – Assign feedback tasks to a user to help make sure that the feedback task is addressed and the related knowledge article is updated.

  • Find information in knowledge articles – Find information in the related knowledge articles that are attached to an Operational Technology (OT) incident record for any previous resolutions that may be applicable.

  • Reference – Reference topics provide additional information about Operational Technology Knowledge Management.

  • Operational Technology Knowledge Management roles – You can assign Knowledge Management roles to your Operational Technology Knowledge Management users.

  • Knowledge base form – When creating a new knowledge base, fill out the following form fields.

  • Related information – Find more information about the OT extension classes and related applications.

• Operational Technology Request Management – Operational Technology Request Management lets you request catalog items and fulfill them based on the defined flows.

  • Explore – Operational Technology Request Management lets you access the Operational Technology (OT) Service Catalog to request OT catalog items and fulfill them based on the defined flows. OT workers can then create and submit an OT request from a catalog item, which helps provide a consistent experience and facilitates cross-functional requests.

  • Applying Operational Technology Request Management to your OT system – You can apply Operational Technology Request Management to your Operational Technology (OT) system to enable other users to create and submit OT requests for OT products and services.

  • Configure – Configure Operational Technology Request Management so that you can create the data foundation for the Operational Technology (OT) solution.

  • Assign roles to your Operational Technology Request Management users – Assign roles to your users so that you can control their access to the features, capabilities, and data for Operational Technology Request Management.

  • Catalog item categories – You can select different categories for the catalog items you create in the Operational Technology (OT) Service Catalog. Categories help organize OT catalog items into logical groups. When requesters submit an OT request, they can choose the catalog item that best fits their needs based on its designated category.

  • Create a catalog item for your Operational Technology Service Catalog – Create a catalog item for the Operational Technology (OT) Service Catalog using the catalog builder so that other users can submit OT requests categorized by catalog item.

  • Create a fulfillment flow for an Operational Technology request – Create a fulfillment flow with catalog tasks in Workflow Studio for your catalog item as needed to fulfill an Operational Technology (OT) request.

  • Use – After you complete all the required set-up tasks for Operational Technology Request Management, users can begin creating and managing Operational Technology (OT) requests.

  • Create an Operational Technology request on the Industrial Workspace – Create an Operational Technology (OT) request in the Industrial Workspace to address a product or service needed for an OT device or incident.

  • Operational Technology Request Management lists in the Industrial Workspace – You can view your Operational Technology (OT) requests and catalog tasks in the Industrial Workspace list view.

  • Reference – Reference topics provide additional information about Operational Technology Request Management.

  • Components installed with Operational Technology Request Management – Several types of components may be installed with the activation of Operational Technology Request Management, including user roles and service catalogs.

  • Operational Technology Catalog Item form – When creating a new catalog item for the Operational Technology (OT) Service Catalog, fill out the following form fields.

  • Related information – Find more information about the Operational Technology (OT) extension classes and related applications.

• Recommended Actions for OTSM – Recommended Actions for Operational Technology Service Management (OTSM) allows you to set up and apply real-time actionable recommendations for speeding up the triaging process and resolving issues quickly across various records in the Industrial Workspace, including Operational Technology (OT) incidents.

  • Explore – Recommended Actions for Operational Technology Service Management (OTSM) allows you to set up and apply real-time actionable recommendations for speeding up the triaging process and resolving issues quickly across various records in the including Operational Technology (OT) incidents.

  • Recommended Actions for OTSM – Recommended Actions for Operational Technology Service Management (OTSM) includes the following context components used to configure Recommended Actions for various records in the Industrial Workspace, including Operational Technology (OT) incidents.

  • Configure – Enable a user working on the relevant recommendations provided by Recommended Actions for Operational Technology Service Management (OTSM)

  • Set up Recommended Actions – Set up recommended actions to display relevant recommendations in the Industrial Workspace.

  • Configure AI Search for OTSM – Configure AI Search for Recommended Actions for Operational Technology Service Management (OTSM) to enable intelligent query features that help you quickly find the answers you need for OT incidents.

  • Use – After you complete all the required set-up tasks for Recommended Actions for OTSM, users can begin utilizing recommended actions for Operational Technology (OT) incidents.

  • Apply Recommended Actions to your Operational Technology incidents – Apply Recommended Actions to your Operational Technology (OT) incidents to display relevant actions to users based on the context of an OT incident record.

• AI Enhanced Recommended Actions for OTSM – The AI Enhanced Recommended Actions for Operational Technology Service Management (OTSM) feature accesses external sources related to an Operational Technology (OT) incident, and contextualizes how the document is relevant to the incident.

  • Explore – The AI Enhanced Recommended Actions for Operational Technology Service Management (OTSM) feature accesses external sources related to an Operational Technology (OT) incident, and contextualizes how the document is relevant to the incident.

  • Configure – Configure AI Enhanced Recommended Actions for Operational Technology Service Management (OTSM) to contextualize external sources related to an Operational Technology (OT) incident.

  • Set up AI Enhanced Recommended Actions for Operational Technology Service Management (OTSM) – Set up AI Enhanced Recommended Actions for Operational Technology Service Management (OTSM) so that you can contextualize external sources related to an Operational Technology (OT) incident.

  • Use – After you configure AI Enhanced Recommended Actions for Operational Technology Service Management (OTSM), you can use the feature to contextualize external sources related to an Operational Technology (OT) incident.

  • Contextualize an external document – With the AI Enhanced Recommended Actions for Operational Technology Service Management (OTSM), contextualize an external document to get an explanation of why the document is relevant to an Operational Technology (OT) incident.

• Employee Center for OT – The Employee Center for Operational Technology (OT) is a central location where you can submit requests related to OT and industrial services.

  • Explore – The Employee Center for Operational Technology (OT) is a central location in the Employee Center where you can submit requests for industrial issues.

  • Configure – Configure the Employee Center for Operational Technology (OT) so that you and other users can access the options available in the portal.

  • Use – After you set up the Employee Center for Operational Technology (OT), you can use the portal to submit requests for industrial issues.

  • Report an OT incident – If you’re not an Operational Technology (OT) incident user and need to report an OT incident, report the incident in the Employee Center for OT.

• Industrial Workspace – The Industrial Workspace is a user interface that provides Operational Technology (OT) users with the tools they need to manage their OT data.

  • Explore – The Industrial Workspace is a user interface that provides Operational Technology (OT) users with the tools they need to manage their OT data.

  • Operational Technology Action-Oriented Landing Page – You can use the Operational Technology (OT) Action-Oriented Landing Page to track critical tasks related to your OT network.

  • Dashboard Library in the Industrial Workspace – The Dashboard Library in the Industrial Workspace contains the Operational Technology Visibility dashboard, the Operational Technology Vulnerability Response (PA) dashboard, and the Operational Technology Vulnerability Risk Rollup dashboard.

    • Operational Technology Visibility dashboard – The Operational Technology (OT) Visibility dashboard helps you manage your OT device in a centralized location. The OT Visibility dashboard lets you the access your OT device data.

    • Operational Technology Vulnerability Response (PA) dashboard – Track the volume, performance, and progress of the Operational Technology (OT) vulnerable items (VIs) from the initial analysis and detection to the containment, or remediation. You can filter the reports by the assignment group, exploits, risk rating, or state to get insight into your vulnerability exposure and the services that are affected.

    • Operational Technology Risk Management dashboard – The Operational Technology (OT) Risk Management dashboard contains the risk score and the vulnerability items (VITs) of the OT devices at each level of the equipment model.

  • Operational Technology Progress Scorecard – The Operational Technology (OT) Progress Scorecard lets you compare device and vulnerable item data between your sites.

  • Operational Technology Unified Map experience in the Industrial Workspace – The Operational Technology (OT) Unified Map available in the Industrial Workspace provides a unified experience to view the relationships between devices and other configuration items (CIs), and view related items, like OT incidents and change requests.

  • Operational Technology Hardware Vulnerability Assessment – The Operational Technology (OT) Hardware Vulnerability Assessment (HVA) application enables you to assess the firmware vulnerabilities of the OT devices in inventory and create vulnerable items (VIT) against the impacted OT devices.

    • Confidence score calculation for hardware vulnerability assessment – Confidence Score is displayed for partially matched assessments, vulnerable items (VITs), and ignored assessments.

    • Confidence score reference tables for hardware vulnerability assessment – Reference values used to calculate the confidence score.

  • Operational Technology Network Map – The Operational Technology (OT) Network Map is an interactive map that visualizes your OT network through connected nodes.

  • Configure – Configure Industrial Workspace so that you can manage your Operational Technology (OT) data.

  • Assign the Industrial Workspace role – Assign the Industrial Workspace role to your users so that you can control their access to the workspace’s features, capabilities, and data.

  • Review the homepage destination rules for the Industrial Workspace – Review the homepage destination rules for the Industrial Workspace.

  • Setting up the Action-Oriented Landing Page – Set up the Operational Technology (OT) Action-Oriented Landing Page in the Industrial Workspace so that your users can access their critical tasks.

    • Set the system properties – Set the system properties for the Operational Technology (OT) Action-Oriented Landing Page so that you can enable the properties as needed.

  • Setting up the Operational Technology Progress Scorecard – Set up the Operational Technology (OT) Progress Scorecard in the Industrial Workspace so that your users can compare site data and progress.

    • Assign the Operational Technology Progress Scorecard roles – Assign the Operational Technology (OT) Progress Scorecard roles to your users so that you can control their access to the features, capabilities, and data for OT Progress Scorecard.

    • Validate the completeness score calculation – Validate that the CMDB Health Dashboard - Completeness Score Calculation is activated to run if you want to include the OT Device Data Completeness (%) indicator in the Operational Technology (OT) Progress Scorecard.

    • Review the indicator sources for a large number of records – Review the indicator sources if you need a large number of records. You can override the records collection so that the Operational Technology (OT) Progress Scorecard shows more records than the default value of 1 million.

    • Configure the expected OT devices for a site – Configure the number of expected OT devices for a site so that you can use the % of Expected OT Devices in CMDB indicator in the OT progress scorecard.

    • Configure the data collection for the Operational Technology Progress Scorecard – Configure the data collection for Operational Technology (OT) Progress Scorecard so that you can collect and display the daily data for all indicators from Performance Analytics. This configuration ensures that your OT data is displayed accurately on the scorecard.

    • Configure an indicator by threshold, weightage, and order – Configure the Operational Technology (OT) Progress Scorecard indicators so that the display of each indicator meets your needs.

    • Set the system properties for the Operational Technology Progress Scorecard – Set the system properties for the Operational Technology (OT) Progress Scorecard so that you can enable the properties as needed.

    • Customize the module name – Customize the module name of the Operational Technology (OT) Progress Scorecard to change its name from the default value with a name more suitable for your needs.

  • Setting up the Operational Technology Visibility dashboard – Complete the Guided Setup tasks so that you can start setting up the Operational Technology (OT) Visibility dashboard with the data collections, indicator resources, and filters for your organization.

    • Configure the data collection for Operational Technology devices – Configure the data collection for Operational Technology (OT) devices so that you can collect and display the daily data for all indicators from Performance Analytics. This configuration ensures that your OT data is displayed accurately on the OT Visibility dashboard.

    • Review the indicator sources for a large number of records – Review the indicator sources if you need a large number of records. You can override the records collection so that the Operational Technology (OT) Visibility dashboard shows more records than the default value of 1 million.

  • Setting up the Operational Technology Vulnerability Response (PA) dashboard – Set up the Operational Technology Vulnerability Response (PA) dashboard in the Industrial Workspace so that your users can access their critical tasks.

    • Configure the data collection for the Operational Technology Vulnerability Response (PA) dashboard – Configure the data collection for the data shown on the Operational Technology Vulnerability Response (PA) dashboard. Scheduled jobs are automated pieces of work that can be performed at a specific time or on a recurring schedule.

    • Review the indicator sources for a larger number of records – Review and update an indicator source to override the expected record count if you expect more than 1 million records to be collected from the indicator sources. This action helps to avoid system performance issues when collecting data for the Industrial Workspace.

  • Setting up the Operational Technology Unified Map experience – Set up the Operational Technology (OT) Unified Map experience in the Industrial Workspace so that your users can access Unified Maps.

    • Default settings of the Operational Technology Unified Map experience – You can modify the default settings available for the Operational Technology (OT) Unified Map experience.

  • Set up the Hardware Vulnerability Assessment of Operational Technology devices using guided setup – Use the Industrial Workspace Admin guided setup to walk you through configuring the Hardware Vulnerability Assessment feature available on the Industrial Workspace menu.

    • Assign roles for Hardware Vulnerability Assessment – Assign roles to users so that they can configure properties, and use hardware vulnerability assessments features, capabilities, and data.

    • Run NVD Integrations for Hardware Vulnerability Assessment – Install and run National Vulnerability Database (NVD) integrations to perform hardware vulnerability assessment.

    • Configure properties for Hardware Vulnerability Assessment – Configure the properties required to perform hardware vulnerability assessment.

    • Run scheduled jobs to perform Hardware Vulnerability Assessment – Execute scheduled jobs to perform hardware vulnerability assessment.

    • Configure Normalization Opt-in for Hardware Vulnerability Assessment – Select Firmware Discovery Model Opt-in option for ServiceNow Asset Management Content Service to collect unnormalized firmware details of Operational Technology (OT) devices and update the normalized content library. This process improves the ratio of normalized data mapping to CVEs and therefore improves assessment of vulnerabilities.

    • Delete obsolete and expired HVA records – Set up automatic deletion of obsolete or expired assessment records.

  • Setting up the OT Network Map – Set up the Operational Technology (OT) Network Map so that you can access the map in the in the Industrial Workspace.

    • Run the OT Network Map scheduled job – Configure this scheduled job to run after your Service Graph Connectors to populate the latest data to show in the OT Network Map.

    • Set the system property – Set the Max CI Nodes per Site (sn_ot_core.node_map.max_ci_nodes_per_site) system property to determine the maximum number of configuration item (CI) nodes shown per site on the OT Network Map.

  • Use – After you complete all the required set-up tasks for the Industrial Workspace, users can begin managing their Operational Technology data on the different pages and dashboards available in the Industrial Workspace.

  • Industrial Workspace homepage destination rules – Depending on your assigned roles, you’re redirected to different pages in the Industrial Workspace with homepage destination rules. This helps you access the data that you need more quickly and efficiently.

  • Search for a record in the Industrial Workspace – Search for a record in the Industrial Workspace related to Operational Technology (OT) data, or Configuration Management Database (CMDB) data.

  • NLQ Genius Results used in the Industrial Workspace – The Industrial Workspace leverages Natural Language Query (NLQ) Genius Results for each search.

  • Site filter in the Industrial Workspace – You can use the site filter in the Operational Technology (OT) Visibility dashboard, the Operational Technology Vulnerability Response (PA) dashboard, and the OT Vulnerability Risk Rollup dashboard to view data for specific sites.

    • Use the site filter – Use the site in the Operational Technology (OT) Visibility dashboard, the Operational Technology Vulnerability Response (PA) dashboard, and the OT Vulnerability Risk Rollup dashboard to filter the data by the selected site or sites.

  • Operational Technology Progress Scorecard filters – You can use the filters on the Operational Technology (OT) Progress Scorecard to specify the data that you want to see on your scorecard by site, business unit (BU), or date.

    • Use the Operational Technology Progress Scorecard filters – Use the business unit (BU) and site filters on the Operational Technology (OT) Progress Scorecard to filter the data by business unit, site, or date.

  • Sort the Operational Technology Progress Scorecard – Sort the Operational Technology (OT) Progress Scorecard by ascending or descending order to customize your view of the scorecard.

  • Configure the order of your important actions – Configure the order of your important actions on the Operational Technology (OT) Action-Oriented Landing Page to personalize how you view your tasks.

  • Operational Technology Vulnerability Risk Rollup dashboard – The Operational Technology (OT) Vulnerability Risk Rollup dashboard contains the risk score of the OT devices at each level of the equipment model.

  • Indicator sources and indicators for the Operational Technology Vulnerability Response (PA) dashboard – The Operational Technology Vulnerability Response application uses indicator sources and indicators to gather data and track the progress of your vulnerability remediation.

  • Operational Technology Vulnerability Response (PA) dashboard breakdowns – The Operational Technology Vulnerability Response uses breakdowns to filter and group the collected records.

  • Operational Technology Vulnerability Response (PA) dashboard collection jobs – The Operational Technology Vulnerability Response (PA) dashboard uses collection jobs to collect the data that is shown on the dashboard.

  • Data visualizations used in the Operational Technology Vulnerability Response (PA) dashboard – The Operational Technology Vulnerability Response (PA) dashboard uses data visualizations to display your OT vulnerability data.

  • View an OT Unified Map – View an Operational Technology (OT) Unified Map in the Industrial Workspace that displays the relationships between devices and other CIs.

  • View a daily summary of Operational Technology device activities for an Equipment Model Entity – In the Equipment Model View of the Industrial Workspace, view the previous day’s actions and changes that have been performed on the Operational Technology (OT) devices in a site.

  • Use the Hardware Vulnerability Assessment menu in the Industrial Workspace – Use the Hardware Vulnerability Assessment menu to view and track all the firmware vulnerability assessments in your OT environment. Also, in the HVA menu you can view the vulnerable items that are created based on the firmware vulnerability assessments.

  • View and edit the OT Network Map – View and edit the Operational Technology (OT) Network Map in the Industrial Workspace to visualize your OT networks per site and their OT devices.

• Domain separation and OT – If any conrefs are broken, re-add them from the doc/source/reuse/domain-separation/domain-separation-overview.dita file. In the short description, edit the first sentence to state whether domain separation is supported or not and add the application name. Keep the conref at the end that describes domain separation.Domain separation is supported for Operational Technology. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.