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), manages their service and maintenance, 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
Platform Core Setup and CMDB Foundation — OTM extends the asset/CI model into OT, with an OT-specific site/asset hierarchy.
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
Service and maintenance flow through Field Service Management/Enterprise Asset Management (EAM); OT security connects to Vulnerability Response (VR) and SecOps; safety ties to Health & Safety.