What's New in Zurich Release for Operational Technology Management

jenniferhon

ServiceNow Operational Technology Management on the Now Platform Zurich release

ServiceNow is transforming industrial operations by harnessing AI in operational technology management. Purpose-built on a unified and trusted AI platform, our solutions help organizations unlock new levels of efficiency, insight, and agility in production environments. Here’s what we are doing to make this vision a reality.

In the Zurich release, we are excited to introduce four new major innovations to enhance OT environment visibility and device protection with reliable service management. These new features are:

Operational Technology Visibility

Operational technology shift summarization
Agentic search for operational technology
Operational technology device import

Operational Technology Service Management

Operational technology incident summarization

Operational Technology Visibility

Operational technology shift summarization

Keeping track of critical OT changes during shift handovers can be difficult, leading to missed updates and potential production risks. Monitoring detailed equipment issues is often time-consuming and error-prone, affecting operational flow.

ServiceNow’s Operational technology shift summarization offers an innovative solution by using generative AI to provide a centralized summary of OT changes. It delivers detailed equipment-level summaries, helping teams quickly spot and address issues and improving communication between shits.

Agentic search for operational technology

Organizations often face challenges in quickly retrieving accurate Configuration Item (CI) data due to the complexity and volume of operational information. Traditional search methods require precise query knowledge and can slow down decision-making, impacting incident resolution and operational efficiency. This makes it difficult for teams to access the critical CI-related data they need in a timely manner.

Agentic search simplifies process by allowing natural language searches for CI data. AI generates database queries automatically, delivering fast, accurate results directly in the Industrial Workspace, enabling organizations to access vital information quickly and improve responsiveness.

Operational technology device import

Managing and updating OT device inventories can be time-consuming and prone to errors, especially when dealing with unstructured data uploads. Manual processes often delay accurate inventory updates, affecting data quality and overall operational visibility. This challenge makes it difficult for organizations to maintain an up-to-date and reliable configuration management database (CMDB).

With ServiceNow’s Operational technology device import, bringing your device inventory up to date becomes effortless. Upload OT device data—even if it’s messy or unstructured—as the AI Agents work behind the scenes to transform and organize it perfectly for the CMDB. Automated staging and easy error correction keep the process smooth, minimizing manual effort. This leads to faster, cleaner imports and a more reliable view of the operational environment.

Operational Technology Service Management

Operational technology incident summarization

Incident management in operational technology environments can be time-consuming and complex. Diagnosing issues quickly is often hindered by scattered information and repetitive incidents, leading to delays in resolution. Identifying root causes and learning from past incidents requires sifting through large volumes of historical data, which can be overwhelming for teams.

With ServiceNow’s Operational technology incident summarization, AI steps in to create clear and concise summaries that speed up troubleshooting. The feature generates knowledge articles and resolution notes for recurring issues, enabling faster problem resolution. Having easy access to historical incident patterns enhances root cause analysis, helping organizations address underlying problems more effectively.

Additional Operational Technology Asset Management features for this release include:

Features/ Capabilities	Description
Asset conditions	Asset conditions enable users to make data-driven decisions and effectively manage the asset lifecycle. By offering structured, attribute-driven questionnaires for each work order task, this feature allows consistent assessment and improvement of equipment health, along with scalable reporting capabilities across the organization.
Asset performance reporting	Asset performance reporting automates tracking of key performance indicators (KPIs) including availability, Mean Time Between Failures (MTBF), Mean Time to Repair (MTTR), and Total Time per ISO 22500 standard. Comprehensive historical reporting enables actionable insights through KPI trend analysis and threshold setting for improved asset utilization, optimizing asset performance.
Failure and resolution codes	Failure and resolutions codes allows technicians to apply standards-based failure reporting and resolution codes on work order and asset tasks. With easy administration and importing in the Admin Center, enables AI with consistent reporting by using code hierarchies, which helps reduce downtime and eliminate repeat failures.

Next Steps

Zurich release introduces powerful new AI features that enhance productivity and minimize downtime. Simplify industrial transformation journey with ServiceNow’s trusted platform where innovations meet reliability.

Curious to learn more? Check out the Zurich release notes to learn about the other features and enhancements for this release.