--- 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 ServiceNow Otto for IT Operations Management (ITOM) release notes for upgrades from Xanadu to Australia # Combined ServiceNow Otto for IT Operations Management (ITOM) 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) 19 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 ServiceNow Otto for IT Operations Management (ITOM) Release Notes for Upgrades from Xanadu to Australia This consolidated release notes document covers all updates, new features, changes, removals, deprecations, and activation information for ServiceNow Otto for IT Operations Management (ITOM) across releases from Xanadu through Australia. It is designed to help ServiceNow customers prepare for upgrades by summarizing key improvements and modifications, enabling informed planning and efficient adoption of new capabilities. Show full answer Show less ## New Features * **AI-Driven Alert Management:** Introduction of AI-powered workflows such as *manage alerts autonomously* to automate alert triage, impact analysis, and root cause investigation, improving operational efficiency and reducing downtime. * **Now Assist Enhancements:** Expanded AI capabilities including analysis of past related incidents, alert group description generation, and alert analysis directly from the Now Assist panel for faster resolution. * **Observability Tool Integrations:** Support for multiple observability platforms including Datadog, Google Gemini, Dynatrace, Kentik, Microsoft Azure, and New Relic, providing broader insights within alert impact workflows. * **Expanded AI Agents:** Addition of four new AIOps agents in the analyze alert impact workflow, integrating internal ServiceNow data to better surface business impacts and related issues. * **Security Enhancements:** Access Control Lists (ACLs) for AI agents and workflows enable secure, role-based execution configured via AI Agent Studio. * **Change Impact Analysis:** New agentic workflows to assess potential impacts of changes on servers and services, supporting informed change management decisions. * **Certificate Management Automation:** Now Assist certificate renewal AI agent automates identification and renewal of expiring certificates, streamlining certificate lifecycle management. * **Service Health Insights:** Generative AI skills that analyze Service Observability dashboards to summarize service health and highlight actionable insights within the Service Operations Workspace. * **AIOps LEAP Platform Enhancements:** Renamed as Learning-Enhanced Automation Platform, with improved user experience, default configurations for savings and reporting, and integration with Service Operations Workspace playbooks. ## Changes * **Now Assist Usage Measurement:** Transition from a 365-day look-back to a 365-day burn-down model resetting at contract anniversary, affecting how AI usage is tracked and reported. * **Default Activation of AI Skills:** New installations enable designated generative AI skills and workflows by default; existing customers upgrading will have previously unconfigured skills activated automatically. * **Reallocation of AI Agents:** Certain AIOps AI agents were moved from the analyze alert impact workflow to the manage alerts autonomously workflow to better align with operational use cases. * **Security Role Configuration:** Additional role assignments are required for agentic workflows and AI agents to ensure proper execution and access control. * **User Interface Updates:** Introduction of the Coral theme as the default for portals, web, and mobile experiences, including a dark mode option to improve usability and accessibility. ## Removals and Deprecations * **Role Changes:** Removal of the snobsaia.admin role; credentialadmin and connectionadmin roles are now required for configuring AI agents in observability workflows. * **Prompt Changes:** The prompt "How severe is this alert?" was removed from the Analyze alert impact agentic workflow starting version 2.0.1. * **Agent Deprecations:** Google Gemini Cloud Assist and Dynatrace analysis AI agents are being deprecated in favor of updated agents and workflows offering enhanced capabilities. ## Activation and Licensing * ServiceNow Otto for ITOM is available through the ServiceNow Store and requires installation requests via the Store. * The application requires ITOM Pro Plus or Enterprise Plus licensing for full functionality. * Activation involves installing both the AIOps Experience and ServiceNow Otto for ITOM applications. ## Additional and Accessibility Information * Supported on ServiceNow platform versions Vancouver Patch 7 and later. * Accessibility improvements include the Coral theme with a dark mode option to reduce eye strain and enhance readability. ## Practical Implications for ServiceNow Customers Upgrading to Australia equips IT operations teams with advanced AI-driven tools for autonomous alert management, enhanced observability integrations, and improved security controls. Customers will benefit from faster alert resolution, better impact analysis, streamlined certificate management, and proactive change risk assessment. The changes in default AI skill activation and role requirements necessitate review of security and access configurations post-upgrade. The new UI theme and accessibility options improve user experience across devices. License and activation prerequisites should be verified to enable all features. Consolidated page of all release notes for ServiceNow Otto for IT Operations Management (ITOM) from Xanadu to Australia. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family ServiceNow Otto for IT Operations Management (ITOM) 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 ServiceNow Otto for IT Operations Management (ITOM) to Australia Before you upgrade to Australia, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-servicenowottoforitoperationsmanagementitom-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 ServiceNow Otto for IT Operations Management (ITOM). {#dfrn3-servicenowottoforitoperationsmanagementitom-summary__entry__12} | Release | Release notes | |-|-| | Xanadu | [Xanadu Patch 1](https://www.servicenow.com/docs/access?context=xanadu-patch-1&family=xanadu&ft:locale=en-US) [Speed up alert resolution with a Now Assist analysis of past related incidents](https://www.servicenow.com/docs/access?context=nai-past-incidents&family=xanadu&ft:locale=en-US) : Enhance efficiency and reduce downtime with a Now Assist analysis of past incidents on the same or related CIs. Now Assist investigates historical data to identify past incidents related to the current alert and reports their frequency and criticality levels. It also provides a summary of effective strategies used to resolve them. In addition, Now Assist offers contact information for individuals or teams who have resolved similar incidents in the past and could assist when needed. [Generate an alert group description in Express List using Now Assist](https://www.servicenow.com/docs/access?context=alert-group-descr-generate-el&family=xanadu&ft:locale=en-US) : Use Now Assist to generate a description of an alert group in Express List that encompasses all the alerts within the group. The generated description replaces the original description of the group. [Launch an alert analysis from the Now Assist panel](https://www.servicenow.com/docs/access?context=alert-analysis-now-assist-panel&family=xanadu&ft:locale=en-US) : Analyze an alert from the Now Assist panel. The alert analysis displays directly in the Now Assist panel for convenient review. | | Yokohama | [Enhance IT operations with AI-driven, autonomous alert management using the manage alerts autonomously workflow](https://www.servicenow.com/docs/access?context=itom-autonomous-operator-workflow&family=yokohama&ft:locale=en-US) : Automate alert triage, impact analysis, and root cause investigation with an AI-driven workflow that replaces manual operator steps with autonomous decision-making. The workflow processes incoming alerts end-to-end and surfaces consolidated insights through Express List, giving operators immediate visibility into what happened, what's affected, and why. [Configure the Datadog and Gemini Cloud Assistant observability skills](https://www.servicenow.com/docs/access?context=itom-ai-agent-configuration&family=yokohama&ft:locale=en-US) : Set up the new Datadog and Gemini Cloud Assistant observability skills to get insights from those tools in the manage alerts autonomously agentic workflow. With Datadog and Google Gemini, the workflow now supports five observability tools, including Dynatrace, Kentik, and New Relic, helping you investigate and respond to a wider range of alerts. [Configure the Dynatrace analysis AI agent](https://www.servicenow.com/docs/access?context=now-assist-itom-config-dynatrace&family=yokohama&ft:locale=en-US) : Set up the Dynatrace analysis AI agent in the Analyze alert impact agentic workflow to investigate Dynatrace alerts. With Dynatrace, the agentic workflow now supports three observability tools, including Kentik and New Relic, helping you investigate and respond to a wider range of alerts. [Expand the Analyze alert impact agentic workflow with four new AIOps agents](https://www.servicenow.com/docs/access?context=now-assist-itom-use-aia&family=yokohama&ft:locale=en-US) : Get a fuller view of alert impact with four new AIOps agents in the Analyze alert impact agentic workflow. Along with observability data, the agentic workflow now includes information from within ServiceNow to help surface business impact and related issues. Activate the AIOps agents to include them in the agentic workflow. [Enhance your decision-making process with the Analyze Potential Impact agentic workflow](https://www.servicenow.com/docs/access?context=now-assist-itom-analyze-potential-impact-workflow&family=yokohama&ft:locale=en-US) : Assess the potential impact of a change using the Analyze Potential Impact agentic workflow. This workflow provides an analysis of the relevant servers and suggested services that might be impacted by your change request, ensuring you have all the insights needed to make informed decision before a change. [Add access control lists for security in AI agents](https://www.servicenow.com/docs/access?context=aia-security-implementation&family=yokohama&ft:locale=en-US) : Enable security settings to run AI agents and agentic workflows using ACLs and user identities. You can configure and manage the ACLs in AI Agent Studio. [Utilize the Triage and analyze alerts agentic workflow in the context of an incident](https://www.servicenow.com/docs/access?context=itom-alert-triage-agentic-workflow&family=yokohama&ft:locale=en-US) : Initiate the Triage and analyze alerts agentic workflow from the Now Assist panel in the context of the incident form to perform all the functions of the workflow. This workflow automatically assigns, acknowledges, and summarizes origin alerts, determines their significance through historical analysis, and analyzes related incidents. [New third-party AI model provider options available for all Now Assist applications](https://www.servicenow.com/docs/access?context=exploring-large-language-models&family=yokohama&ft:locale=en-US) : Google Gemini and AWS Claude are available for Now Assist skills and AI agents in addition to Now LLM Service and Azure OpenAI. [Analyze alert impact agentic workflow](https://www.servicenow.com/docs/access?context=now-assist-itom-agentic-aia&family=yokohama&ft:locale=en-US) : Analyze the impact of alerts and identify the possible causes with the Analyze alert impact agentic workflow. The workflow interacts with observability tools, such as Kentik and New Relic, to surface alert details and provide insights. [Now Assist for IT Operations Management (ITOM) Triage and analyze alert agentic workflow](https://www.servicenow.com/docs/access?context=itom-alert-triage-agentic-workflow&family=yokohama&ft:locale=en-US) : Automatically assign, acknowledge, and summarize the alerts, determine their significance through history analysis, and analyze the related incidents. Initiate multiple parallel processes to triage and analyze the different alerts. | | Zurich | [Configure the Microsoft Azure and Google Cloud agents](https://www.servicenow.com/docs/access?context=configure-integration-agents-for-now-assist&family=zurich&ft:locale=en-US) : Set up the Microsoft Azure and Google Cloud AI agents to get insights from those tools in the analyze alert impact agentic workflow. With Microsoft Azure and Google Cloud support, the workflow helps you investigate and respond to alerts from a wider range of observability tools, including Dynatrace, New Relic, and Kentik. [Use the ITOM MCP Server](https://www.servicenow.com/docs/access?context=use-itom-mcp-server&family=zurich&ft:locale=en-US) : Use the ITOM MCP Server to connect an MCP client application, such as Claude or Moveworks, to your ServiceNow ITOM environment. Investigate alerts, review CI reliability, assess incident impact on reliability, and create standard availability SLOs through the MCP client application. [Auto-generate SLOs for SRM services](https://www.servicenow.com/docs/access?context=now-assist-itom-manage-generated-slos&family=zurich&ft:locale=en-US) : Use the SLO creator agent to generate SLOs for your SRM services. The agent analyzes incidents, alerts, and outage events to automatically create SLOs, helping teams adopt SLOs faster and track service reliability. [Configure the Dynatrace MCP server agent](https://www.servicenow.com/docs/access?context=now-assist-itom-config-dynatrace-mcp&family=zurich&ft:locale=en-US) : Set up the new Dynatrace MCP server agent, which replaces the Dynatrace analysis AI agent, for deeper alert analysis. In the analyze alert impact agentic workflow, you can ask more detailed questions about Dynatrace alerts, such as questions about logs, topology, or recent changes. In the manage alerts autonomously agentic workflow, investigations now pull more comprehensive Dynatrace context based on alert type. [Updates to the manage alerts autonomously agentic workflow](https://www.servicenow.com/docs/access?context=itom-autonomous-operator-workflow&family=zurich&ft:locale=en-US) : The manage alerts autonomously agentic workflow has been updated to provide additional AI insights in the preview panel and alert record. These updates include: * Summaries of the logic behind automated decisions, such as auto closures of insignificant alerts * A written summary of the Service Observability dashboard Additionally, automated alert groups are now supported across Now Assist features such as alert assist and AI insights. [Analyze log analytics alerts to assess impact and triage urgency](https://www.servicenow.com/docs/access?context=itom-autonomous-operator-workflow&family=zurich&ft:locale=en-US) : The manage alert autonomously agentic workflow now includes AI-driven analysis for log analytics alerts. The alert hypothesizer skill evaluates historical patterns to assess if triage is required. It also classifies alerts as proactive or reactive, where proactive indicates emerging risk and reactive indicates an active issue. The analysis can include contextual insights such as potential failure scenarios to support an alert investigation. [Analyze Service Observability dashboard skill](https://www.servicenow.com/docs/access?context=analyze-a-dashboard-in-service-observability&family=zurich&ft:locale=en-US) : The analyze Service Observability dashboard skill uses generative AI to summarize a single Service Observability dashboard and calls out insights found in charts. This summary helps operators quickly orient to and understand a particular dashboard. Once activated, this skill is available on all Service Observability dashboards and runs automatically from Incident Investigation when Service Observability is installed. [Analyze service health](https://www.servicenow.com/docs/access?context=analyze-service-health-in-service-observability&family=zurich&ft:locale=en-US) : The analyze service health skill uses generative AI to analyze all available Service Observability dashboards for the selected service in the Service Operations Workspace (SOW). It generates a summary of a service's health and calls out any found insights. Once activated, this skill is available from the header of a service record in the SOW. [Enhance IT operations with AI-driven, autonomous alert management using the manage alerts autonomously workflow](https://www.servicenow.com/docs/access?context=itom-autonomous-operator-workflow&family=zurich&ft:locale=en-US) : Automate alert triage, impact analysis, and root cause investigation with an AI-driven workflow that replaces manual operator steps with autonomous decision-making. The workflow processes incoming alerts end-to-end and surfaces consolidated insights through Express List, giving operators immediate visibility into what happened, what's affected, and why. [Configure the Datadog and Gemini Cloud Assistant observability skills](https://www.servicenow.com/docs/access?context=itom-ai-agent-configuration&family=zurich&ft:locale=en-US) : Set up the new Datadog and Gemini Cloud Assistant observability skills to get insights from those tools in the manage alerts autonomously agentic workflow. With Datadog and Google Gemini, the workflow now supports five observability tools, including Dynatrace, Kentik, and New Relic, helping you investigate and respond to a wider range of alerts. [AIOps LEAP skill setup](https://www.servicenow.com/docs/access?context=change-leap-large-languauge-model-llm&family=zurich&ft:locale=en-US) : Status information for records grouping job run is available when skills are modified with support KB content. [AIOps LEAP settings page](https://www.servicenow.com/docs/access?context=setup-aiops-leap-properties&family=zurich&ft:locale=en-US) : The new interface for the AIOps LEAP properties includes default configuration to achieve opportunity savings and reporting. [Action Insights panel](https://www.servicenow.com/docs/access?context=automation-opportunity-sub-groups&family=zurich&ft:locale=en-US) : The Action Insights panel on the automation opportunity details page provides suggestion to create sub-groups when there are large volumes of records. This helps optimize opportunities and knowledge gaps for architects. [View an error analysis by ServiceNow Otto in ACC](https://www.servicenow.com/docs/access?context=agent-errors-now-assist&family=zurich&ft:locale=en-US) : Starting in version 6.0.0, use Now Assist AI agents to gather information about errors occurring on Agent Client Collector agents. For example, you can verify the underlying cause behind a specific error or error code. [Configure the Dynatrace analysis AI agent](https://www.servicenow.com/docs/access?context=now-assist-itom-config-dynatrace&family=zurich&ft:locale=en-US) : Set up the Dynatrace analysis AI agent in the analyze alert impact agentic workflow to investigate Dynatrace alerts. With Dynatrace, the agentic workflow now supports three observability tools, including Kentik and New Relic, helping you investigate and respond to a wider range of alerts. [Expand the analyze alert impact agentic workflow with four new AIOps agents](https://www.servicenow.com/docs/access?context=now-assist-itom-use-aia&family=zurich&ft:locale=en-US) : Get a fuller view of alert impact with four new AIOps agents in the analyze alert impact agentic workflow. Along with observability data, the agentic workflow now includes information from within ServiceNow to help surface business impact and related issues. Activate the AIOps agents to include them in the agentic workflow. [Enhance your decision-making process with the analyze potential impact agentic workflow](https://www.servicenow.com/docs/access?context=now-assist-itom-analyze-potential-impact-workflow&family=zurich&ft:locale=en-US) : Assess the potential impact of a change using the analyze potential impact agentic workflow. This workflow provides an analysis of the relevant servers and suggested services that might be impacted by your change request, ensuring that you have all the insights needed to make informed decisions before making a change. [Add access control lists for security in AI agents](https://www.servicenow.com/docs/access?context=aia-security-implementation&family=zurich&ft:locale=en-US) : Enable security settings to run AI agents and agentic workflows using ACLs and user identities. You can configure and manage the ACLs in AI Agent Studio. [Certificate renewal AI agent](https://www.servicenow.com/docs/access?context=now-assist-cert-renewal-ai-agent&family=zurich&ft:locale=en-US) : Use the Now Assist certificate renewal AI agentic workflow to automatically renew certificates before they expire. You can perform the following with the Now Assist certificate renewal AI agent: * Renew individual certificates * Find all certificates about to expire * Renew all certificates about to expire in a single prompt [Utilize the triage and analyze alerts agentic workflow in the context of an incident](https://www.servicenow.com/docs/access?context=itom-alert-triage-agentic-workflow&family=zurich&ft:locale=en-US) : Initiate the triage and analyze alerts agentic workflow from the Now Assist panel in the context of the incident form to perform all the functions of the workflow. This workflow automatically assigns, acknowledges, and summarizes origin alerts, determines their significance through historical analysis, and analyzes related incidents. | | Australia | No updates for this release. | [ ] ## Changes Between your current release family and Australia, some changes were made to existing ServiceNow Otto for IT Operations Management (ITOM) features. {#dfrn3-servicenowottoforitoperationsmanagementitom-summary__entry__22} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | [Changes to Now Assist usage measurement](https://www.servicenow.com/docs/access?context=monitoring-now-assist-usage&family=yokohama&ft:locale=en-US) : 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](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2704710). [Some Now Assist skills are turned on by default](https://www.servicenow.com/docs/access?context=now-assist-skills-on-by-default&family=yokohama&ft:locale=en-US) : 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. [Configure ACLs for AI agents and agentic workflows](https://www.servicenow.com/docs/access?context=aia-security-implementation&family=yokohama&ft:locale=en-US) : Configure the access control lists for who can discover and trigger AI agents and agentic workflows in their guided setups in AI Agent Studio. You can determine whether an AI agent or agentic workflow behaves as a dynamic user or as an AI user. You can also specify if an AI agent or agentic workflow can be available to all authenticated users or publicly available. [AIOps AI agents removed from the analyze alert impact agentic workflow](https://www.servicenow.com/docs/access?context=now-assist-itom-agentic-aia&family=yokohama&ft:locale=en-US) : Four AIOps AI agents have been removed from the analyze alert impact agentic workflow as they're now available in the manage alerts autonomously agentic workflow. AI agents for Dynatrace, Kentik, and New Relic remain in the analyze alert impact agentic workflow to help you learn about and respond to alerts. | | Zurich | [Now Assist \> ServiceNow Otto® announcement](https://www.servicenow.com/docs/access?context=sn-ai-implementation-landing&family=zurich&ft:locale=en-US) : 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. [Changes to Now Assist usage measurement](https://www.servicenow.com/docs/access?context=monitoring-now-assist-usage&family=zurich&ft:locale=en-US) : 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](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2704710). [AIOps AI agents removed from the analyze alert impact agentic workflow](https://www.servicenow.com/docs/access?context=now-assist-itom-agentic-aia&family=zurich&ft:locale=en-US) : Four AIOps AI agents have been removed from the analyze alert impact agentic workflow because they're now available in the manage alerts autonomously agentic workflow. AI agents for Dynatrace, Kentik, and New Relic remain in the analyze alert impact agentic workflow to help you learn about and respond to alerts. [Some generative AI skills, AI agents, and agentic workflows are turned on by default](https://www.servicenow.com/docs/access?context=now-assist-skills-on-by-default&family=zurich&ft:locale=en-US) : The skills are automatically available to appropriate role users for the application, such as ITIL roles on incident forms or change forms. This change simply activates the skill and does not touch the roles that may be needed to use the skill. The new default behavior works as follows: * New customers: When you install an AI product, designated skills and agentic workflows are turned on automatically. * Existing customers who are upgrading (starting with Australia Early Access): Any previously unconfigured skill, agent, or agentic workflow is turned on automatically (the AI asset was never configured and turned on, then turned off again). Previously configured skills and agentic workflows that were turned on, then off, remain inactive. [AIOps LEAP rebranding](https://www.servicenow.com/docs/access?context=exploring-aiops-leap&family=zurich&ft:locale=en-US) : AIOps LEAP is renamed as Learning-Enhanced Automation Platform reflecting expanded scope beyond just Playbook creation. [Service Operations Workspace (SOW) Integration](https://www.servicenow.com/docs/access?context=view-and-use-aiops-leap-playbooks-in-sow&family=zurich&ft:locale=en-US) : Playbooks appear in SOW module. [Data Range Display](https://www.servicenow.com/docs/access?context=exploring-aiops-leap&family=zurich&ft:locale=en-US) : The AIOps LEAP landing page shows analyzed data date range for automation teams to be aware of time-ranges of analysis. [Role configuration required for agentic workflows and AI agents](https://www.servicenow.com/docs/access?context=aia-role-masking&family=zurich&ft:locale=en-US) : Agentic workflows and AI agents included with your applications require additional security configuration. If you select Users with selected roles for your user access security controls for an agentic workflow or AI agent, you must add the installed roles, or they will not execute. See the documentation for the agentic workflow or AI agent for the specific roles you must add. Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. | | Australia | No updates for this release. | [ ] ## Removed Between your current release family and Australia, some ServiceNow Otto for IT Operations Management (ITOM) features or functionality were removed. {#dfrn3-servicenowottoforitoperationsmanagementitom-summary__entry__32} | Release | Release notes | |-|-| | Xanadu | * Starting with version 2.0.1 of AI Agents for Observability, the sn_obs_aia.admin role, previously required to configure AI agents in the Analyze alert impact agentic workflow, has been removed. Users must now have the credential_admin and connection_admin roles instead. * Starting with version 2.0.1 of AI Agents for Observability, the prompt `How severe is this alert?` no longer appears in the Analyze alert impact agentic workflow. | | 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 ServiceNow Otto for IT Operations Management (ITOM) features or functionality were deprecated. {#dfrn3-servicenowottoforitoperationsmanagementitom-summary__entry__42} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | * Starting with version 2.0.1 of AI Agents for Observability, the sn_obs_aia.admin role, previously required to configure AI agents in the Analyze alert impact agentic workflow, has been removed. Users must now have the credential_admin and connection_admin roles instead. * Starting with version 2.0.1 of AI Agents for Observability, the prompt `How severe is this alert?` no longer appears in the Analyze alert impact agentic workflow. | | Zurich | In [Zurich Patch 12](https://www.servicenow.com/docs/access?context=zurich-patch-12&family=zurich&ft:locale=en-US), the Google Gemini Cloud Assist agent is being prepared for future deprecation. To continue receiving Google Cloud insights, use the analyze alert impact agentic workflow which includes the Gemini Cloud Assist A2A Investigation Agent. For configuration instructions, see [\[Placeholder link text to key configure-integration-agents-for-now-assist\]](https://www.servicenow.com/docs/access?context=configure-integration-agents-for-now-assist&family=zurich&ft:locale=en-US). In [Zurich Patch 7](https://www.servicenow.com/docs/access?context=zurich-patch-7&family=zurich&ft:locale=en-US), the Dynatrace analysis AI agent is being prepared for future deprecation. To continue getting Dynatrace insights in agentic workflows, deactivate the Dynatrace analysis AI agent and set up the Dynatrace MCP server agent. For configuration details, see [Configure the Dynatrace MCP server agent](https://www.servicenow.com/docs/access?context=now-assist-itom-config-dynatrace-mcp&family=zurich&ft:locale=en-US). | | Australia | No updates for this release. | [ ] ## Activation information Review information on how to activate ServiceNow Otto for IT Operations Management (ITOM). {#dfrn3-servicenowottoforitoperationsmanagementitom-summary__entry__52} | Release | Release notes | |-|-| | Xanadu | Install ServiceNow Otto for ITOM 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). | | Yokohama | No updates for this release. | | Zurich | Activation information : Install AIOps Experience \[sn_sow_aiops\] and ServiceNow Otto for ITOM 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: ServiceNow Otto for ITOM is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | | Australia | No updates for this release. | [ ] ## Additional requirements If any additional requirements were introduced or changed for ServiceNow Otto for IT Operations Management (ITOM) we have noted them here. {#dfrn3-servicenowottoforitoperationsmanagementitom-summary__entry__62} | Release | Release notes | |-|-| | Xanadu | ServiceNow Otto for ITOM is supported on Vancouver Patch 7 and later releases. | | Yokohama | No updates for this release. | | Zurich | Additional requirements : The ServiceNow Otto for ITOM application requires an ITOM Pro Plus or Enterprise Plus license. | | Australia | No updates for this release. | [ ] ## Browser requirements If any specific browser requirements were introduced or changed for ServiceNow Otto for IT Operations Management (ITOM) we have noted them here. {#dfrn3-servicenowottoforitoperationsmanagementitom-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 ServiceNow Otto for IT Operations Management (ITOM), such as specific requirements or compliance levels. {#dfrn3-servicenowottoforitoperationsmanagementitom-summary__entry__82} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | Accessibility information : Dark theme : The new Coral theme includes a dark theme option for web and mobile experiences. This option is commonly used to alleviate eye strain and improve readability. | | Australia | No updates for this release. | [ ] ## Localization information If there are specific localization considerations for ServiceNow Otto for IT Operations Management (ITOM) we have noted them here. {#dfrn3-servicenowottoforitoperationsmanagementitom-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 ServiceNow Otto for IT Operations Management (ITOM) we have noted them here. {#dfrn3-servicenowottoforitoperationsmanagementitom-summary__entry__102} | Release | Release notes | |-|-| | Xanadu | Xanadu Patch 10 * Get deeper impact analysis in the Analyze alert impact agentic workflow with five new AI agents. * Enhance security for Now Assist AI agents with Access Control Lists (ACLs). Xanadu Patch 9 * Investigate alerts and get the context that you need to respond efficiently using the Analyze alert impact agentic workflow. * Automatically perform initial alert triage and analysis tasks such as assigning alerts, analyzing alert history, and summarizing past incidents, with the Triage and analyze alert agentic workflow. [Xanadu Patch 1](https://www.servicenow.com/docs/access?context=xanadu-patch-1&family=xanadu&ft:locale=en-US) * Optimize alert resolution with Now Assist AI-driven investigation of past related incidents. * Generate an alert group description in Express List using Now Assist. * Launch an alert analysis from the Now Assist panel. See [ServiceNow Otto for IT Operations Management (ITOM)](https://www.servicenow.com/docs/access?context=now-assist-itom&family=xanadu&ft:locale=en-US) for more information. | | Yokohama | No updates for this release. | | Zurich | [Zurich Patch 12](https://www.servicenow.com/docs/access?context=zurich-patch-12&family=zurich&ft:locale=en-US) * ServiceNow Otto is the new AI experience brand. This change is reflected in the name of ServiceNow products, including ServiceNow Otto for ITOM. Your product entitlements remain unchanged. Check your entitlements to determine your access to specific features. * Use the Microsoft Azure and Google Cloud AI agents for deeper analysis in the analyze alert impact agentic workflow. [Zurich Patch 9](https://www.servicenow.com/docs/access?context=zurich-patch-9&family=zurich&ft:locale=en-US) Use the ITOM MCP Server with an MCP client application to investigate alerts, review configuration item (CI) reliability, assess incident impact, and create service level objectives (SLOs). [Zurich Patch 8](https://www.servicenow.com/docs/access?context=zurich-patch-8&family=zurich&ft:locale=en-US) * AIOps LEAP added support for new third-party model Claude Sonnet 4.6. * Auto-generate service level objectives (SLOs) to help teams track service reliability in SRM. [Zurich Patch 7](https://www.servicenow.com/docs/access?context=zurich-patch-7&family=zurich&ft:locale=en-US) * Use the Dynatrace Model Context Protocol (MCP) server agent for deeper analysis in the analyze alert impact and manage alerts autonomously agentic workflows. * Analyze a Service Observability dashboard to find performance insights. * Understand service health by analyzing all available Service Observability dashboards for a service. * Expand support for 3P AI Model in AIOps LEAP to include additional model options across Small (OpenAI GPT-4o mini, Claude Haiku 4.5, Gemini 2.0 Flash) and Large (OpenAI GPT-4o, Claude Sonnet 4.5, Gemini 2.0 Pro) tracks. [Zurich Patch 5](https://www.servicenow.com/docs/access?context=zurich-patch-5&family=zurich&ft:locale=en-US) * Review changes to Now Assist usage measurement. * Now Assist skills used in the analyze potential impact agentic workflow are turned on by default. * Use the new manage alerts autonomously workflow to efficiently manage alerts and minimize resolution times, including an AI agent for triage, impact analysis, and root cause investigation. * [\[Placeholder link text to key aiops-leap\]](https://www.servicenow.com/docs/access?context=aiops-leap&family=zurich&ft:locale=en-US) : Create Knowledge Base articles with embedded command snippets : Guided chat workflow to create and manage Playbook and KBs : Break large groups into targeted sub-groups using generative AI : Generate comprehensive resolution steps from multiple web sources : Regenerate resolutions when new data sources are enabled [Zurich Patch 4](https://www.servicenow.com/docs/access?context=zurich-patch-4&family=zurich&ft:locale=en-US) * View an error analysis by Now Assist in Agent Client Collector. * Additional role configuration required for agentic workflows and AI agents included with your applications. [Zurich Patch 1](https://www.servicenow.com/docs/access?context=zurich-patch-1&family=zurich&ft:locale=en-US) * Get deeper impact analysis in the analyze alert impact agentic workflow with five new AI agents. * Enhance security for Now Assist AI agents with access control lists (ACLs). * Find all TLS certificates expiring within a determined time and renew them in a single prompt. * Use the triage and analyze alert agentic workflow to perform initial triage and analysis in the context of an incident. * Review Alert analysis, and relevant information for new mixed alert groups in the Now Assist panel to help investigate alerts more effectively. See [ServiceNow Otto for ITOM](https://www.servicenow.com/docs/access?context=now-assist-itom&family=zurich&ft:locale=en-US) for more information. | | Australia | No updates for this release. | [ ]