ServiceNow Operational Technology Management (OTM) introduces a unified platform designed to bring automation, structure, and resilience to OT environments, empowering Oil & Gas organizations to optimize production, strengthen security, and modernize industrial workflows.

Why OT Management Matters in Oil & Gas

Oil & Gas operations are among the most complex and asset-intensive in the world. Operators must manage:

• Multi-site upstream and downstream facilities

• A diverse mix of legacy and modern OT systems

• Highly regulated environments requiring strict safety, compliance, and reporting

• Rising industrial cybersecurity threats targeting critical infrastructure

While IT modernization has progressed rapidly, OT environments have traditionally remained siloed, managed by independent control teams and isolated systems.

These silos create challenges such as:

• Limited visibility into OT assets and dependencies

• Fragmented incident response and maintenance workflows

• Complex vulnerability management across ICS and field devices

• Manual asset lifecycle tracking

• Inconsistent coordination between OT, IT, and production operations

ServiceNow OTM closes these gaps by integrating IT, OT, and operational processes on a single AI-powered platform.

Introducing ServiceNow Operational Technology Management

ServiceNow OTM delivers a complete, modern approach to managing industrial technology. Built on the ServiceNow AI Platform, it enables organizations to:

• Gain complete visibility into OT environments: OT devices can be discovered automatically and mapped to production processes, offering real-time context for every refinery unit, pipeline station, offshore asset, or field plant.
• Manage OT assets across their full lifecycle: From installation to maintenance to retirement, OTM standardizes asset workflows and eliminates manual tracking.
• Strengthen OT cybersecurity posture: OT Vulnerability Response identifies and prioritizes issues based on operational impact, protecting critical infrastructure without disrupting production.
• Connect IT and OT operations seamlessly: OT Service Management unifies teams with consistent processes for incidents, change management, and work orders.

Core Components of ServiceNow OTM

1. OT Asset Management

Provides a structured system to manage every sensor, PLC, HMI, field controller, and operational device.
Accurate records are essential for efficient maintenance, budgeting, and compliance across high-intensity oil and gas operations.

2. OT Visibility

OT devices are automatically discovered and mapped to associated systems and production processes.
This enables teams to understand dependencies, quickly diagnose issues, and reduce equipment or process downtime.

3. OT Vulnerability Response

OT environments face increasing cyber threats.
ServiceNow helps organizations identify vulnerabilities, automate prioritization, and take proactive actions, all without disrupting safety-critical equipment.

4. OT Service Management

Provides unified workflow management across IT, OT, and operations.
Incidents, changes, and maintenance requests move through standardized processes to improve response times and production continuity.

Why Oil & Gas Operators Are Embracing ServiceNow OTM

ServiceNow OTM aligns with strategic digital transformation priorities across the energy industry:

Operational Resilience

Real-time visibility into OT health across production and distribution assets.

Reduced Downtime

Proactive detection and resolution of issues before they impact production.

Cyber-Physical Protection

Stronger resilience against cyber threats targeting industrial systems.

Safety and Compliance

Improved traceability and accountability across safety-critical devices.

AI-Driven Efficiency

The ServiceNow AI Platform automates routine tasks and empowers teams with faster insights.

A Unified Platform for the Future of Energy

By integrating Operational Technology Management with other ServiceNow products, such as ITSM, Field Service Management, Security Operations, and Risk Management, Oil & Gas organizations can establish a single, enterprise-wide platform for operational excellence.

This unified foundation supports:

• Modernized field and plant operations

• Improved maintenance efficiency

• Enhanced collaboration between engineering, IT, and operations

• Predictive and proactive asset management

• Scalable digital transformation initiatives

Conclusion

The Oil & Gas sector is entering a new era of intelligent, resilient, and automated operations. To thrive in this environment, operators must eliminate OT blind spots, strengthen industrial cybersecurity, streamline asset management, and unify operational processes.

ServiceNow Operational Technology Management empowers organizations to achieve these goals, transforming OT environments into secure, connected, and highly efficient ecosystems.