What it is (plain English)
Extends ServiceNow's asset, service, and security capabilities to the industrial world - the machines, controllers, and systems that run factories, utilities, and infrastructure. It models OT assets (often by the Purdue/ISA-95 model), supports visibility, contextual mapping, and selected operational workflows, and helps secure environments that traditional IT tools can't safely touch.
Problems it solves
- OT assets invisible to IT systems, tracked separately or not at all.
- No unified service/maintenance process for industrial equipment.
- OT security blind spots (legacy, air-gapped, fragile systems).
- IT and OT teams working from disconnected tools and data.
What must exist first
Define OT sites, zones, asset classes, ownership, safety constraints, and source-system boundaries. CMDB Foundation should be prepared for shared CI identification and relationships, but the exact prerequisite depends on the selected OT applications and data sources.
What the customer needs to provide
- Your OT asset inventory and how sites/zones are structured.
- Safety and change constraints unique to the OT environment.
- OT data sources (historians, asset databases, OT security tools) to integrate.
- The IT/OT team model and who owns what.
Where it can go next
Selected maintenance workflows can be integrated according to the OT operating model. OT security can work with Vulnerability Response (VR) and other SecOps capabilities when supported data sources and remediation processes are configured.