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, introduced in the Australia release and updated through various patches, enables healthcare care teams to create support requests conversationally using Now Assist within Virtual Agent. This functionality is accessible in both Care Team Portal and Care Team Mobile applications, streamlining communication with support departments such as healthcare IT, biomed, facilities, and environmental services.

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    The product evolved from Now Assist for Healthcare Operations and now operates under the ServiceNow Otto brand, with entitlements and access to features remaining consistent. The solution integrates tightly with the Healthcare Operations Core to automate and enhance hospital operations.

    Key Features

    • Conversational Support Request Creation: Care teams can create requests for multiple support departments using Now Assist in Virtual Agent, which guides users through clarifying questions to resolve incomplete or unclear details and validates requests using AI agents specialized for care team operations.
    • Multi-Platform Access: Available through both Care Team Portal and Care Team Mobile, facilitating easy access for care teams on the go or at workstations.
    • AI Platform Licensing Tiers: Three licensing tiers (Foundation, Advanced, Prime) offer scalable AI capabilities from basic insights to autonomous AI asset management, influencing available features and workflows.
    • Integration with Related Applications: Supports case types across healthcare IT, biomed, facilities, and environmental services by leveraging respective Care Team Operations plugins that rely on the Healthcare Operations Core data model.

    Activation and Installation

    The application is available for installation via the ServiceNow Store. Customers must request the ServiceNow Otto for Care Team Operations plugin to enable these functionalities. Entitlements should be reviewed to confirm access to specific features.

    Related ServiceNow Applications

    • Healthcare Operations Core: Foundational application for streamlining hospital operations and integration with service departments.
    • Care Team Mobile: Provides mobile access for care teams to report issues efficiently.
    • Care Team Operations Plugins: Specialized plugins for Biomed, Environmental Services, Facilities, and Healthcare IT support the creation and fulfillment of respective case types.
    • Care Team Work Management: Enhances task management with audit-ready documentation to reduce administrative burden and support compliance.

    Practical Benefits for ServiceNow Customers

    • Enables care teams to report and track support requests conversationally, improving speed and accuracy.
    • Supports multiple care support domains with validated and AI-assisted case creation workflows.
    • Accessible on mobile and portal platforms, increasing usability and adoption among care teams.
    • Flexible AI licensing allows customers to select capabilities that best match their organizational needs.
    • Integration with core healthcare operations applications ensures seamless data consistency and process automation.

    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
    ServiceNow product tiers
    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.