ServiceNow Otto for Care Team Operations release notes

  • Release version: Australia
  • Updated March 12, 2026
  • 3 minutes to read
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    Summary of ServiceNow Otto for Care Team Operations Release Notes

    ServiceNow Otto for Care Team Operations is an application designed to help healthcare care teams create support requests conversationally via Now Assist in Virtual Agent, available in both Care Team Portal and Care Team Mobile. The Australia release introduces Now Assist for Healthcare Operations, enhancing care team interactions with support departments such as healthcare IT, biomed, facilities, and environmental services.

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    Starting with Australia Patch 5, Now Assist for Care Team Operations is rebranded as ServiceNow Otto® for Care Team Operations, with no changes to existing product entitlements. Customers should verify their entitlements to access specific features. The application is available for installation through the ServiceNow Store.

    Key Features

    • Conversational Support Request Creation: Care teams can create support requests via Now Assist in Virtual Agent, which uses clarifying questions and AI agents (Care team operations case Intake and Creation agents) to ensure accurate and complete requests. This works within both Care Team Portal and Care Team Mobile.
    • AI Platform Licensing Tiers (Australia Patch 1): The ServiceNow AI Platform offers three licensing tiers—Foundation (basic AI insights), Advanced (enhanced productivity), and Prime (full autonomous AI capabilities)—affecting access to AI features, generative skills, and workflows.
    • Rebranding (Australia Patch 5): Now Assist for Care Team Operations is now ServiceNow Otto® for Care Team Operations, maintaining feature access based on current entitlements.

    Activation and Installation

    To enable ServiceNow Otto for Care Team Operations, customers must request the application via the ServiceNow Store. This centralized platform also provides access to cumulative release notes and detailed version histories.

    Related Plugins and Applications

    • Now Assist for Care Team Operations Plugin: Enables conversational support request creation through Virtual Agent.
    • Healthcare Operations Core: Provides foundational integration and automation for hospital operations and supporting service departments.
    • Specialized Care Team Operations Plugins: Include Biomed, Environmental Services, Facilities, and Healthcare IT, each extending case types and workflows relevant to their specific support domain.
    • Care Team Mobile: Offers a mobile interface for care teams to report and manage support requests on the go.
    • Care Team Work Management: Streamlines task tracking and documentation, reducing administrative overhead and supporting compliance in healthcare environments.

    Practical Benefits for ServiceNow Customers

    • Enables care teams to quickly and accurately create and manage support requests conversationally, improving response times and issue resolution.
    • Leverages AI-driven workflows to reduce errors and incomplete information in requests.
    • Supports multi-channel access through both web portal and mobile applications, enhancing care team flexibility.
    • Integrates seamlessly with existing healthcare operational models and specialized service department workflows.
    • Offers scalable AI capabilities tailored to customer licensing levels, allowing organizations to adopt advanced AI features progressively.

    The ServiceNow® ServiceNow Otto for Care Team Operations application enables care teams to create requests for support departments conversationally through using Now Assist in Virtual Agent in both Care Team Portal and Care Team Mobile. Now Assist for Healthcare Operations is a new application in the Australia release.

    ServiceNow Otto for Care Team Operations highlights for the Australia release

    Use the conversational abilities of Now Assist in Virtual Agent in Care Team Portal or Care Team Mobile to create requests for support departments.

    Starting with Australia Patch 5, Now Assist for x is now ServiceNow Otto® for TPRM. Your product entitlements remain unchanged. Check your entitlements to determine your access to specific features.

    See ServiceNow Otto for Care Team Operations for more information.

    Important:
    Now Assist for Healthcare Operations is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.

    ServiceNow Otto for Care Team Operations features

    Create support requests using Now Assist in Virtual Agent
    Create support requests for healthcare IT, biomed, facilities, or environmental services departments through Now Assist in Virtual Agent conversationally. This workflow resolves missing or unclear details through clarifying questions. It validates the request using the Care team operations case Intake and Care team operations case Creation AI agents. This feature is available in Care Team Portal and Care Team Mobile.
    Australia Patch 1
    The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:
    • Foundation: AI basics to deliver insights
    • Advanced: AI to boost productivity across relevant use cases
    • Prime: Act autonomously with all AI assets, and create your own

    Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.

    Australia Patch 5
    Starting with Australia Patch 5, Now Assist for Care Team Operations is now ServiceNow Otto® for Care Team Operations. Your product entitlements remain unchanged. Check your entitlements to determine your access to specific features.

    Activation information

    Install ServiceNow Otto for Care Team Operations by requesting it from the ServiceNow Store. Visit the ServiceNow Store to view all the available apps, and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.

    Plugin information

    New plugins

    The following plugins are new in Australia:

    Now Assist for Care Team Operations (com.sn_cto_now_assist): Enables care teams to use the conversational abilities of Now Assist in Virtual Agent to create support requests.

    Related ServiceNow applications and features

    Healthcare Operations Core
    ServiceNow® Healthcare Operations Core provides the foundation for Care Team Operations. It enables hospitals to streamline and automate their operations by integrating with supporting service departments.
    Care Team Mobile
    ServiceNow® Care Team Mobile provides a mobile experience for hospital care teams to report issues to support departments.
    Care Team Operations for Biomed
    ServiceNow® Care Team Operations for Biomed contains the case types to report and fulfill healthcare biomed issues. It uses the Healthcare Operations Core data model from the Healthcare Operations Core application. When this plugin is installed, you can create support requests of this case type when leveraging Now Assist for Healthcare Operations.
    Care Team Operations for Environmental Services
    ServiceNow® Care Team Operations for Environmental Services contains the case types to report and fulfill environmental issues in healthcare spaces. It uses the Healthcare Operations Core data model from the Healthcare Operations Core application. When this plugin is installed, you can create support requests of this case type when leveraging Now Assist for Healthcare Operations.
    Care Team Operations for Facilities
    ServiceNow® Care Team Operations for Facilities contains the case types to report and fulfill facilities issues in healthcare spaces. It uses the Healthcare Operations Core data model from the Healthcare Operations Core application. When this plugin is installed, you can create support requests of this case type when leveraging Now Assist for Healthcare Operations.
    Care Team Operations for Healthcare IT
    ServiceNow® Care Team Operations for Healthcare IT contains the case types to report and fulfill healthcare IT issues. It uses the Healthcare Operations Core data model from the Healthcare Operations Core application. When this plugin is installed, you can create support requests of this case type when leveraging Now Assist for Healthcare Operations.
    Care Team Work Management
    ServiceNow® Care Team Work Management streamlines task creation, assignment, and tracking with audit-ready documentation. It reduces administrative burdens so care teams can focus on patient care while maintaining regulatory compliance.