--- sourceDocument: australia Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/australia/delta-xanadu-australia Release : - australia ft:locale : - en-US ft:publication_title : - australia Combined Product Files ft:clusterId : - delta3ax bundleId : - delta3ax --- # Combined Operational Technology Incident Management release notes for upgrades from Xanadu to Australia # Combined Operational Technology Incident Management release notes for upgrades from Xanadu to Australia {#ariaid-title1} Release version: Australia Updated October 8, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 9 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Combined Operational Technology Incident Management Release Notes for Upgrades from Xanadu to Australia This consolidated update provides ServiceNow customers with essential information for upgrading Operational Technology (OT) Incident Management from the Xanadu release through to Australia. It covers new features, changes, removals, deprecations, activation instructions, and highlights introduced across these releases. Show full answer Show less ## Key Features * **OT Incident Creation from Change Requests:** Introduced in Xanadu and Yokohama, you can create OT incidents directly from OT change requests within the Industrial Workspace, improving incident tracking linked to changes. * **Employee Center for OT Incident Reporting:** Available from Zurich onward, users without OT incident roles can report OT incidents through the Employee Center, broadening access and ease of reporting. * **ServiceNow Otto for OT Service Management:** Starting with Australia, ServiceNow Otto enhances OT incident management by enabling AI-driven summarization and resolution note generation via UI actions, as well as automatic KB article creation when incidents are resolved. * **AI Platform Enhancements and Licensing:** The Australia release introduces a new AI experience branded as ServiceNow Otto, with three licensing tiers (Foundation, Advanced, Prime) offering varying levels of AI capabilities. The Now LLM Service is deprecated as the default AI model provider, transitioning to third-party LLMs for new or inactive AI assets, while still available for manual selection. * **Admin Role Refinements:** Australia added granular admin roles enabling developers to perform specific configuration tasks without full admin privileges, enhancing security and role management. * **Industrial Workspace Improvements:** Updates include consolidated related lists under the Related Records tab and enhanced OT incident record layouts for better incident organization. ## Changes and Removals * The "Opened" column was removed from OT Incident list views in the Industrial Workspace starting with Xanadu. * ServiceNow product names updated to reflect the ServiceNow Otto brand, including renaming Now Assist for OTSM to ServiceNow Otto for OT Service Management in Australia. ## Activation and Deployment Operational Technology Incident Management is available through the ServiceNow Store across all releases from Xanadu to Australia. Customers should request the app from the Store and refer to the version history release notes for cumulative updates. The product includes Industrial Process Manager and can be used independently or alongside Operational Technology Manager. ## Practical Outcomes for Customers * **Improved Incident Handling:** Streamlined incident creation from change records and user-friendly reporting via the Employee Center simplify operations and widen accessibility. * **AI-Assisted Efficiency:** Automated summarization, resolution note generation, and KB article creation reduce manual effort and improve knowledge sharing. * **Flexible AI Licensing:** License tiers allow tailoring AI capabilities to organizational needs, supporting scalable AI adoption. * **Enhanced Security and Configuration:** Granular admin roles improve governance while maintaining configuration flexibility. * **Seamless Upgrade Preparation:** Consolidated release notes with pre- and post-upgrade tasks help ensure smooth transitions between versions. Consolidated page of all release notes for Operational Technology Incident Management from Xanadu to Australia. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family Operational Technology Incident Management release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Xanadu to Australia. 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 Operational Technology Incident Management to Australia Before you upgrade to Australia, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-operationaltechnologyincidentmanagement-summary__entry__2} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## New features Between your current release family and Australia, new features were introduced for Operational Technology Incident Management. {#dfrn3-operationaltechnologyincidentmanagement-summary__entry__12} | Release | Release notes | |-|-| | Xanadu | [Create an OT incident from an OT change request](https://www.servicenow.com/docs/access?context=create-ot-incident-from-ot-change&family=xanadu&ft:locale=en-US) : Create an OT incident related to an OT change request directly from the OT change record in the Industrial Workspace. | | Yokohama | [Create an OT incident from an OT change request](https://www.servicenow.com/docs/access?context=create-ot-incident-from-ot-change&family=yokohama&ft:locale=en-US) : Create an OT incident related to an OT change request directly from the OT change record in the Industrial Workspace. | | Zurich | [Use the Employee Center for OT to report an OT incident](https://www.servicenow.com/docs/access?context=report-ot-incident-in-ot-employee-portal&family=zurich&ft:locale=en-US) : Create an OT incident as a user without an OT incident role with the Report OT incident item in the Employee Center for OT. | | Australia | [Now LLM Service](https://www.servicenow.com/docs/access?context=exploring-large-language-models&family=australia&ft:locale=en-US) deprecation : Starting with the September 2026 release, Gemma 4 joins our growing portfolio of open-weight models available through Now LLM Service. We're committed to bringing you the latest industry advancements while maintaining sovereignty-focused options, all hosted and governed by ServiceNow with the infrastructure and data protections you rely on today. Older models will remain available for existing published AI skills, agents, and agentic workflows, but will no longer be available for new development or configuration. For details, see the [KB3066214: ServiceNow Otto Model Upgrades](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB3066214) article in the Now Support Knowledge Base. [Now LLM service deprecation](https://www.servicenow.com/docs/access?context=exploring-large-language-models&family=australia&ft:locale=en-US) : The Now LLM Service is no longer the default model provider for new or inactive AI assets. A third-party LLM is now selected by default, while existing configurations using the Now LLM Service continue unchanged. The Now LLM Service is still available for manual selection. [ServiceNow product tiers](https://www.servicenow.com/docs/access?context=ai-native-sku-overview&family=australia&ft:locale=en-US) : 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. [Summarize an OT incident](https://www.servicenow.com/docs/access?context=summarize-ot-incident-now-assist&family=australia&ft:locale=en-US) : With ServiceNow Otto for OT Service Management, summarize an OT incident using the Summarize UI action to produce a concise summary of the incident. [Generate resolution notes for an OT incident](https://www.servicenow.com/docs/access?context=generate-resolution-notes-ot-incident&family=australia&ft:locale=en-US) : With ServiceNow Otto for OT Service Management, automatically generate resolution notes for an OT incident using the Generate resolution notes UI action to produce a concise summary of the incident. [Generate a KB article using an agentic workflow](https://www.servicenow.com/docs/access?context=agent-ot-knowledge-generator&family=australia&ft:locale=en-US) : With ServiceNow Otto for OT Service Management, automatically generate a KB article for an OT incident when the state of the incident is set to Resolved. The article contains the following information: * Site * OT Device * Equipment model entity * Summarization * Resolution notes * KB Base * Author [Use the Employee Center for OT to report an OT incident](https://www.servicenow.com/docs/access?context=report-ot-incident-in-ot-employee-portal&family=australia&ft:locale=en-US) : Create an OT incident as a user without an OT incident role with the Report OT incident item in the Employee Center for OT. | [ ] ## Changes Between your current release family and Australia, some changes were made to existing Operational Technology Incident Management features. {#dfrn3-operationaltechnologyincidentmanagement-summary__entry__22} | Release | Release notes | |-|-| | Xanadu | [Updated layout of the OT incident record on the Industrial Workspace](https://www.servicenow.com/docs/access?context=report-ot-incident&family=xanadu&ft:locale=en-US) : The OT incident record in the Industrial Workspace was updated to include all existing related lists under the Related Records tab. | | Yokohama | No updates for this release. | | Zurich | [Catalog item for reporting an OT incident](https://www.servicenow.com/docs/access?context=report-ot-incident-in-ot-employee-portal&family=zurich&ft:locale=en-US) : The Report OT incident item has been added to the OT Service Catalog for use in the Employee Center for OT. [Admin role dependency](https://www.servicenow.com/docs/access?context=granular-admin-roles&family=zurich&ft:locale=en-US) : Several new granular admin roles have been added, which enable developers to complete administrative configuration tasks without requiring the full admin role. | | Australia | [Now Assist for OTSM to ServiceNow Otto for OT Service Management name change](https://www.servicenow.com/docs/access?context=now-assist-for-operational-technology-service-management&family=australia&ft:locale=en-US) : ServiceNow Otto is the new AI experience brand. This change is reflected in the name of ServiceNow products, including Now Assist for OTSM. Your product entitlements remain unchanged. Check your entitlements to determine your access to specific features. [Summarize UI action](https://www.servicenow.com/docs/access?context=summarize-ot-incident-now-assist&family=australia&ft:locale=en-US) : The Summarize UI action was added to OT incident records in the Industrial Workspace so you can automatically summarize the incident details. [Generate resolution notes UI action](https://www.servicenow.com/docs/access?context=generate-resolution-notes-ot-incident&family=australia&ft:locale=en-US) : The Generate resolution notes UI action was added to OT incident records in the Industrial Workspace so you can generate resolution notes after the incident state is set to Resolved. Note: This UI action appears after the OT incident state is set to Resolved. [Catalog item for reporting an OT incident](https://www.servicenow.com/docs/access?context=report-ot-incident-in-ot-employee-portal&family=australia&ft:locale=en-US) : The Report OT incident item has been added to the OT Service Catalog for use in the Employee Center for OT. [Admin role dependency](https://www.servicenow.com/docs/access?context=granular-admin-roles&family=australia&ft:locale=en-US) : Several new granular admin roles have been added, which enable developers to complete administrative configuration tasks without requiring the full admin role. | [ ] ## Removed Between your current release family and Australia, some Operational Technology Incident Management features or functionality were removed. {#dfrn3-operationaltechnologyincidentmanagement-summary__entry__32} | Release | Release notes | |-|-| | Xanadu | The Opened column was removed from the lists under the OT Incident module in the Industrial Workspace list view. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Deprecations Between your current release family and Australia, some Operational Technology Incident Management features or functionality were deprecated. {#dfrn3-operationaltechnologyincidentmanagement-summary__entry__42} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Activation information Review information on how to activate Operational Technology Incident Management. {#dfrn3-operationaltechnologyincidentmanagement-summary__entry__52} | Release | Release notes | |-|-| | Xanadu | Install Operational Technology Incident Management by requesting it from the ServiceNow Store. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) 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](https://www.servicenow.com/docs/access?context=sn-store-release-notes&family=xanadu&ft:locale=en-US). Note: Operational Technology Incident Management now includes the Industrial Process Manager, and can be used with or without Operational Technology Manager. | | Yokohama | Activation information : Install Operational Technology Incident Management by requesting it from the ServiceNow Store. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) 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](https://www.servicenow.com/docs/access?context=sn-store-release-notes&family=yokohama&ft:locale=en-US). Important: Operational Technology Incident Management is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | | Zurich | Activation information : Install Operational Technology Incident Management by requesting it from the ServiceNow Store. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) 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](https://www.servicenow.com/docs/access?context=sn-store-release-notes&family=zurich&ft:locale=en-US). Important: Operational Technology Incident Management is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | | Australia | Activation information : Install Operational Technology Incident Management by requesting it from the ServiceNow Store. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) 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](https://www.servicenow.com/docs/access?context=sn-store-release-notes&family=australia&ft:locale=en-US). Important: Operational Technology Incident Management is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | [ ] ## Additional requirements If any additional requirements were introduced or changed for Operational Technology Incident Management we have noted them here. {#dfrn3-operationaltechnologyincidentmanagement-summary__entry__62} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Browser requirements If any specific browser requirements were introduced or changed for Operational Technology Incident Management we have noted them here. {#dfrn3-operationaltechnologyincidentmanagement-summary__entry__72} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Accessibility information Review details on accessibility information for Operational Technology Incident Management, such as specific requirements or compliance levels. {#dfrn3-operationaltechnologyincidentmanagement-summary__entry__82} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Localization information If there are specific localization considerations for Operational Technology Incident Management we have noted them here. {#dfrn3-operationaltechnologyincidentmanagement-summary__entry__92} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Highlight information If there are specific highlight considerations for Operational Technology Incident Management we have noted them here. {#dfrn3-operationaltechnologyincidentmanagement-summary__entry__102} | Release | Release notes | |-|-| | Xanadu | * Relate an OT incident to an OT change request by creating the incident from the change record in the Industrial Workspace. * Organize your OT incidents with the updated OT incident record on the Industrial Workspace. See [Operational Technology Incident Management](https://www.servicenow.com/docs/access?context=operational-technology-incident-management-landing-page&family=xanadu&ft:locale=en-US) for more information. | | Yokohama | Relate an OT incident to an OT change request by creating the incident from the change record in the Industrial Workspace. See [Operational Technology Incident Management](https://www.servicenow.com/docs/access?context=operational-technology-incident-management-landing-page&family=yokohama&ft:locale=en-US) for more information. | | Zurich | [Zurich Patch 7](https://www.servicenow.com/docs/access?context=zurich-patch-7&family=zurich&ft:locale=en-US) * Report an OT incident without an OT incident role using the Employee Center for OT. See [Operational Technology Incident Management](https://www.servicenow.com/docs/access?context=operational-technology-incident-management-landing-page&family=zurich&ft:locale=en-US) for more information. | | Australia | ServiceNow Otto 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. [Australia Patch 6](https://www.servicenow.com/docs/access?context=australia-patch-6&family=australia&ft:locale=en-US) * The Now LLM Service is being prepared for future deprecation. [Australia Patch 5](https://www.servicenow.com/docs/access?context=australia-patch-5&family=australia&ft:locale=en-US) * Now Assist for Operational Technology Service Management (OTSM) has been changed to ServiceNow Otto for OT Service Management. [Australia Patch 4](https://www.servicenow.com/docs/access?context=australia-patch-4&family=australia&ft:locale=en-US) * The Now LLM Service is no longer the default model provider for new or inactive AI assets. [Australia Patch 1](https://www.servicenow.com/docs/access?context=australia-patch-1&family=australia&ft:locale=en-US) * The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available. Australia Early Availability * Quickly understand the OT incident context and respond to user inquiries by using the OT incident summarization skill. * Help save time by automatically updating the resolution notes for an OT incident. * Generate a KB article when an OT incident is resolved by using an agentic workflow. * Report an OT incident without an OT incident role using the Employee Center for OT. See [Operational Technology Incident Management](https://www.servicenow.com/docs/access?context=operational-technology-incident-management-landing-page&family=australia&ft:locale=en-US) for more information. | [ ]