Combined ServiceNow Otto for Workplace Service Delivery (WSD) release notes for upgrades from Xanadu to Zurich

How to use this page

To help you prepare for your upgrade, we have combined the cross-family ServiceNow Otto for Workplace Service Delivery (WSD) release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Xanadu to Zurich.

Tip:

If there were no updates for a release notes section in a certain family release, we included a short note for your reference. For example, if a product did not have any updates in Tokyo, the row says "No updates for this release."

Important information for upgrading ServiceNow Otto for Workplace Service Delivery (WSD) to Zurich

Before you upgrade to Zurich, review these pre- and post-upgrade tasks and complete the tasks as needed.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.

New features

Between your current release family and Zurich, new features were introduced for ServiceNow Otto for Workplace Service Delivery (WSD).


Release	Release notes
Xanadu	No updates for this release.
Yokohama	Yokohama Patch 6 Optimize cleaning activities agentic workflow Use the Optimize cleaning activities agentic workflow to manage cleaning and maintenance schedules of a maintenance case based on the space utilization rate of the location where a maintenance case is created. Automate map updates agentic workflow Use the Automate map updates AI agentic workflow to configure the map during bulk updates to Indoor Mapping. The Map Admin Agent autonomously retrieves the sources for the CAD file and resumes the import task. If the correct source isn't found, the agent moves the task to the Waiting user input state.
Zurich	Zurich Patch 7 Summarize a workplace case Use the case summarization skill to summarize the case context and take appropriate action. Zurich Patch 1 Optimize cleaning activities agentic workflow Use the optimize cleaning activities agentic workflow to manage cleaning and maintenance schedules of a maintenance case based on the space utilization rate of the location where a maintenance case is created. Automate map updates agentic workflow Use the automate map updates agentic workflow to configure the map during bulk updates to Indoor Mapping. The map admin gent autonomously retrieves the sources for the CAD file and resumes the import task. If the correct source isn't found, the agent moves the task to the `Waiting user input` state.

Changes

Between your current release family and Zurich, some changes were made to existing ServiceNow Otto for Workplace Service Delivery (WSD) features.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	Yokohama Patch 11 Changes to Now Assist usage measurement Starting with Yokohama Patch 5, Now Assist usage measurement is transitioning from a 365-day look-back model to a 365-day burn-down model, with usage resetting at the contract anniversary date. For more information, refer to KB KB2704710: Now Assist Usage - Overview & New Measurement Logic. Some Now Assist skills are turned on by default The new default behavior works as follows: New customers: When you install a Now Assist product, designated skills are turned on automatically. Existing customers who are upgrading (starting with Yokohama Patch 11): Any previously unconfigured skill is turned on automatically (the skill was never configured and turned on, then turned off again). Previously configured skills that were turned on, then off, remain inactive.
Zurich	Zurich Patch 12 Now Assist > ServiceNow Otto announcement Now Assist introduced AI on the platform. As that experience has evolved, there's a new name for the experience. ServiceNow Otto® is the conversational AI platform integrated into ServiceNow workflows. It provides agentic capabilities, supports multimodal interactions across web, mobile, and messaging channels, and enables autonomous orchestration for cross-system workflows. Zurich Patch 5 Changes to Now Assist usage measurement Starting with Australia Early Access, AI usage measurement is transitioning from a 365-day look-back model to a 365-day burn-down model, with usage resetting at the contract anniversary date. For more information, refer to KB KB2704710: AI Usage - Overview & New Measurement Logic.

Removed

Between your current release family and Zurich, some ServiceNow Otto for Workplace Service Delivery (WSD) features or functionality were removed.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.

Deprecations

Between your current release family and Zurich, some ServiceNow Otto for Workplace Service Delivery (WSD) features or functionality were deprecated.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.

Activation information

Review information on how to activate ServiceNow Otto for Workplace Service Delivery (WSD).


Release	Release notes
Xanadu	No updates for this release.
Yokohama	Install ServiceNow Otto for Workplace Service Delivery (WSD) by requesting it from ServiceNow Store.
Zurich	Install ServiceNow Otto for Workplace Service Delivery (WSD) by requesting it from ServiceNow Store. Visit the ServiceNow Store website 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.

Additional requirements

If any additional requirements were introduced or changed for ServiceNow Otto for Workplace Service Delivery (WSD) we have noted them here.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.

Browser requirements

If any specific browser requirements were introduced or changed for ServiceNow Otto for Workplace Service Delivery (WSD) we have noted them here.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.

Accessibility information

Review details on accessibility information for ServiceNow Otto for Workplace Service Delivery (WSD), such as specific requirements or compliance levels.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.

Localization information

If there are specific localization considerations for ServiceNow Otto for Workplace Service Delivery (WSD) we have noted them here.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.

Highlight information

If there are specific highlight considerations for ServiceNow Otto for Workplace Service Delivery (WSD) we have noted them here.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	Yokohama Patch 11 Review changes to Now Assist usage measurement. Some Now Assist skills, agents, and agentic workflows are on by default. Additional role configuration is required for agentic workflows and AI agents included with Now Assist applications. Yokohama Patch 6 Help map admins configure the map during bulk updates to Indoor Mapping using the Automate map updates AI agentic workflow. Optimize a maintenance case based on the space utilization rate of the location where a maintenance case is created using the Optimize cleaning activities AI agentic workflow. Yokohama Patch 3 Manage temporary space closures AI agentic workflow for emergency meeting room maintenance. This team of AI agents block a space for maintenance and move any existing reservations from the blocked room to a new location. Help manage workplace reservations for updating existing event planning reservations. This team of AI agents retrieve the reservation from workplace case details, analyze the reservation, and update the workplace case notes. See Now Assist for WSD for more information.
Zurich	Zurich Patch 12 ServiceNow Otto is the new AI experience brand. This change is reflected in the name of ServiceNow products, including ServiceNow Otto for Workplace Service Delivery (WSD). Your product entitlements remain unchanged. Check your entitlements to determine your access to specific features. Zurich Patch 7: Summarize workplace cases by using ServiceNow Otto for WSD. Zurich Patch 5: Review changes to Now Assist usage measurement. Zurich Patch 1 Help map admins configure the map during bulk updates to Indoor Mapping using the automate map updates agentic workflow. Optimize a maintenance case based on the space utilization rate of the location where a maintenance case is created using the optimize cleaning activities agentic workflow. See ServiceNow Otto for Workplace Service Delivery (WSD) for more information.