--- sourceDocument: australia Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/australia/delta-zurich-australia Release : - australia ft:locale : - en-US ft:publication_title : - australia Combined Product Files ft:clusterId : - delta3az bundleId : - delta3az --- # Combined ServiceNow Otto for Configuration Management Database (CMDB) release notes for upgrades from Zurich to Australia # Combined ServiceNow Otto for Configuration Management Database (CMDB) release notes for upgrades from Zurich to Australia {#ariaid-title1} Release version: Australia Updated November 5, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 11 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 Configuration Management Database (CMDB) Release Notes for Upgrades from Zurich to Australia This consolidated guide assists ServiceNow customers in preparing for and understanding the upgrade from the Zurich release to the Australia release of ServiceNow Otto for Configuration Management Database (CMDB). It covers key new features, changes, activation requirements, and practical upgrade tasks to ensure seamless transition and enhanced CMDB capabilities. Show full answer Show less ## Key Features * **Assess CMDB Impact Agentic Workflow:** Identifies upstream services and configuration items (CIs) affected by incidents or proposed changes by analyzing dependency topology and change nature, providing structured impact levels and explanations. * **Service Graph Connector (SGC) Recommendations:** Now Assist can suggest optimal data sources or connectors based on the CI class, streamlining CI data capture and improving CMDB population accuracy. * **Business Application Candidate Agent:** Uses AI clustering and feedback loops to discover and recommend business applications for association with existing application services, reducing manual mapping and enhancing governance. * **CMDB Readiness Summaries:** AI-generated summaries of the CMDB success advisor dashboard for Hardware Asset Management (HAM) highlight data accuracy, completeness, health, and suggest remediation actions. * **ServiceNow AI Platform Licensing Tiers:** Three tiers---Foundation, Advanced, and Prime---offer varying levels of AI capabilities, from basic insights to autonomous actions and custom AI asset creation, affecting access to features and workflows. * **Enhanced CMDB Search and CI Detail Skills:** Natural language searches can include CI relationships across multiple tables, and users can query detailed CI attributes directly within forms, dashboards, and workspace views. * **Create Configuration Item Agentic Workflow:** Supports natural language input to create CIs while verifying class, required attributes via Identification and Reconciliation Engine (IRE) rules, and preventing duplicates. * **Improved CMDB Governance Support:** Provides richer contextual advice before governance tasks, helping administrators and service owners understand the importance of each step to maintain accurate and trustworthy CMDB data. * **Manage Duplicate CIs Skill:** Assists CMDB administrators with guided remediation for duplicate CIs, including previewing results before applying fixes. * **Failed SGC Import Set Diagnostics:** Enables users to diagnose import failures with summaries of errors and recommended resolutions. ## Important Upgrade Information * **Pre-Upgrade Tasks:** Activate the *External Content Connectors* plugin, install the *ServiceNow Product Documentation* connector, and crawl product documentation to enable Now Assist to provide detailed CI and class descriptions. * **Role and Security Changes:** * The `sncmdbadmin` role replaces `sncmdbeditor` for the Create configuration item workflow. * Agentic workflows and AI agents require explicit role assignments to execute properly; some generative AI skills activate automatically but still require appropriate user roles such as `nowassistpaneluser` and `cmdbdedupadmin`. * The Provide advice on CMDB governance workflow now requires `admin` or `systemscheduleradmin` roles. * **AI Model Provider Update:** The Now LLM Service is no longer the default for new or inactive AI assets; a third-party LLM is selected by default, though Now LLM remains available for manual selection. * **Usage Measurement Change:** AI usage measurement now follows a 365-day burn-down model resetting at the contract anniversary date, replacing the previous look-back model. ## Activation and Installation ServiceNow Otto for CMDB is available through the ServiceNow Store. Customers should request installation via the store and refer to its version history for cumulative release notes and updates. ## Practical Benefits for ServiceNow Customers * Improved AI-driven support for CI data management, impact analysis, and governance enhances accuracy, reduces manual effort, and supports proactive CMDB health monitoring. * Natural language processing capabilities facilitate intuitive, efficient searches and CI creation within familiar ServiceNow interfaces. * Clear role-based security requirements ensure controlled access and compliance with organizational policies. * Flexible AI licensing tiers allow customers to select AI capabilities that best fit their operational needs and maturity. ## Additional Notes No features were removed or deprecated between Zurich and Australia releases. There are no additional browser, localization, or accessibility changes noted for this upgrade. Consolidated page of all release notes for ServiceNow Otto for Configuration Management Database (CMDB) from Zurich to Australia. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family ServiceNow Otto for Configuration Management Database (CMDB) release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Zurich 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 Configuration Management Database (CMDB) to Australia Before you upgrade to Australia, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-servicenowottoforconfigurationmanagementdatabasecmdb-summary__entry__2} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | Upgrade information : To enable Now Assist to provide detailed descriptions of CIs and classes, you must activate the 'External Content Connectors' plugin, install the 'ServiceNow Product Documentation' connector, and then crawl the product documentation. For configuration instructions, see [Configure the CI form contextual help skill](https://www.servicenow.com/docs/access?context=na-cmdb-skill-form-sense-config&family=australia&ft:locale=en-US). | [ ] ## New features Between your current release family and Australia, new features were introduced for ServiceNow Otto for Configuration Management Database (CMDB). {#dfrn3-servicenowottoforconfigurationmanagementdatabasecmdb-summary__entry__8} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | [Analyzing the impact of a change or incident](https://www.servicenow.com/docs/access?context=na-cmdb-awf-impact-analysis-using&family=australia&ft:locale=en-US) : The Assess CMDB Impact agentic workflow identifies the upstream services and CIs that are likely to be affected by an incident or by a proposed change. The workflow reasons about propagation likelihood based on CMDB dependency topology and the nature of the change. The workflow returns a structured list with impact levels and the reasoning. [Determine which SGC to use](https://www.servicenow.com/docs/access?context=na-cmdb-awf-suggest-sgc-mappings&family=australia&ft:locale=en-US) : Sometimes you're not sure which integration to use to capture CI data. When you provide Now Assist with the name of a particular CI class, it can recommend the data sources or Service Graph Connectors and ingestion sources that can best populate CMDB data. [\[Placeholder link text to key bundle-platcap.na-cmdb-agent-biz-app-candidate-c\]](https://www.servicenow.com/docs/access?context=na-cmdb-agent-biz-app-candidate-c&family=australia&ft:locale=en-US) : The Business application candidate agent discovers and suggests business applications to associate with existing application services in the CMDB, reducing manual mapping effort and improving data governance. The agent uses AI clustering and feedback loops to propose business application candidates for your review. [Summarize CMDB readiness](https://www.servicenow.com/docs/access?context=na-cmdb-skill-summ-rdy&family=australia&ft:locale=en-US) : View an AI-generated summary of the CMDB success advisor for Hardware Asset Management (HAM) dashboard data. The summary highlights the key findings on CMDB data accuracy, completeness, and health, and suggests remediation actions to address the findings. [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. [Search the Service Graph database](https://www.servicenow.com/docs/access?context=na-cmdb-skill-search-result-classfy&family=australia&ft:locale=en-US) : ServiceNow Otto for CMDB analyzes your search criteria, identifies implicit filters, determines the optimum search method (keyword search or query generation), queries Service Graph data, and then displays the results. You then have the option to refine the search using natural language in the Now Assist panel. [View CI details on CI forms](https://www.servicenow.com/docs/access?context=na-cmdb-skill-ci-form-help&family=australia&ft:locale=en-US) : The skill answers your questions on CI classes and attributes to help you work in CI forms, dashboards, home pages, and other views on the workspace. You can submit similar queries on the Explore CI view. [CMDB searches can include relationships](https://www.servicenow.com/docs/access?context=na-cmdb-awf-search&family=australia&ft:locale=en-US) : Search queries can depend on relationships between CIs and can span multiple tables. For example, you might ask: "Search for servers that depend on databases - only Linux servers running Redhat". | [ ] ## Changes Between your current release family and Australia, some changes were made to existing ServiceNow Otto for Configuration Management Database (CMDB) features. {#dfrn3-servicenowottoforconfigurationmanagementdatabasecmdb-summary__entry__14} | Release | Release notes | |-|-| | Zurich | [Now Assist \> ServiceNow Otto announcement](https://www.servicenow.com/docs/access?context=platform-now-assist-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. [Analyzing the impact of a change or incident](https://www.servicenow.com/docs/access?context=na-cmdb-awf-impact-analysis-using&family=zurich&ft:locale=en-US) : The Assess CMDB Impact agentic workflow identifies the upstream services and CIs that are likely to be affected by an incident or by a proposed change. The workflow reasons about propagation likelihood based on CMDB dependency topology and the nature of the change. The workflow returns a structured list with impact levels and the reasoning. [Determine which SGC to use](https://www.servicenow.com/docs/access?context=na-cmdb-awf-suggest-sgc-mappings&family=zurich&ft:locale=en-US) : Sometimes you're not sure which integration to use to capture CI data. When you provide Now Assist with the name of a particular CI class, it can recommend the data sources or Service Graph Connectors and ingestion sources that can best populate CMDB data. [\[Placeholder link text to key bundle-platcap.na-cmdb-agent-biz-app-candidate-c\]](https://www.servicenow.com/docs/access?context=na-cmdb-agent-biz-app-candidate-c&family=zurich&ft:locale=en-US) : The Business application candidate agent discovers and suggests business applications to associate with existing application services in the CMDB, reducing manual mapping effort and improving data governance. The agent uses AI clustering and feedback loops to propose business application candidates for your review. [View CI details on CI forms](https://www.servicenow.com/docs/access?context=na-cmdb-skill-ci-form-help&family=zurich&ft:locale=en-US) : The skill answers your questions on CI classes and attributes to help you work in CI forms, dashboards, home pages, and other views on the workspace. You can submit similar queries on the Explore CI view. [CMDB searches can include relationships](https://www.servicenow.com/docs/access?context=na-cmdb-awf-search&family=zurich&ft:locale=en-US) : Search queries can depend on relationships between CIs and can span multiple tables. For example, you might ask: "Search for servers that depend on databases - only Linux servers running Redhat". [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). [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. [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. [New role required for the Create configuration item agentic workflow](https://www.servicenow.com/docs/access?context=na-cmdb-awf-ci-creator&family=zurich&ft:locale=en-US) : The sn_cmdb_admin role is now required to use the Create configuration item agentic workflow (was sn_cmdb_editor). [Create a CI](https://www.servicenow.com/docs/access?context=na-cmdb-awf-ci-creator&family=zurich&ft:locale=en-US) : Verbal interaction with this feature has improved. Occasionally, you might need to create a CI manually. To help you, the CI creator agentic workflow accepts your natural language request and verifies that it understands which class the new CI should belong to. The workflow then checks Identification and Reconciliation engine (IRE) rules to determine the required attributes for the CI and requests that information. After you provide sufficient data, the workflow helps to ensure that the proposed CI includes the attributes that you requested, complies with IRE rules, and is not a duplicate. The workflow then creates the CI. [Advice on CMDB governance](https://www.servicenow.com/docs/access?context=na-cmdb-awf-governance&family=zurich&ft:locale=en-US) : To help users understand the value of each step in the process, responses now include richer context. The CMDB Governance agentic workflow supports administrators and service owners by improving CMDB data governance. Before starting in on each governance task, the workflow presents the reasons for the task to help you better understand the importance and benefits of the activity. The objective is to ensure that CMDB data is accurate and complete so that users can trust the data. [Search the CMDB](https://www.servicenow.com/docs/access?context=na-cmdb-awf-search&family=zurich&ft:locale=en-US) : Verbal interaction with this feature has improved. Users can now select the CI inline when multiple CIs are returned as matches. A summary of the CI now appears in the conversation. The CMDB search agentic workflow enables you to search for CIs by specifying any of several attributes of the CI of interest. The workflow accepts your natural language request, verifies your search goal, and then generates a keyword search, a single-table search with dot walks, or a multi-table search, depending on the information that you provided. The workflow can infer CI relationship data to generate an appropriate query. [Summarize CI data](https://www.servicenow.com/docs/access?context=na-cmdb-agent-ci-summarizer&family=zurich&ft:locale=en-US) : Verbal interaction with this feature has improved. You can now view a concise summary of the key CI data by selecting the CI on a CI form, in a workspace page, or on any list view. The summary can include discovery data, ownership, and key related items such as open incidents, alerts, problems, upcoming change requests, and security vulnerabilities. Additionally, the summary lists the service instances that the CI is part of. [\[Placeholder link text to key now-assist-cmdb-mng-dupe-cis-skill\]](https://www.servicenow.com/docs/access?context=now-assist-cmdb-mng-dupe-cis-skill&family=zurich&ft:locale=en-US) : Resolve de-duplication tasks with support from the Now Assist Manage duplicate CIs skill. CMDB administrators follow step-by-step guidance to perform remediation, and can preview remediation results before applying a template. [Diagnose failed SGC import sets](https://www.servicenow.com/docs/access?context=now-assist-sgc-diagnose&family=zurich&ft:locale=en-US) : Verbal interaction with this feature has improved. You can now diagnose a failed import set that is associated with a Service Graph Connector to get a summary of the errors and recommendations for resolving the issues. | | Australia | Now Assist \> ServiceNow Otto announcement : 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.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. [Get advice on CMDB governance](https://www.servicenow.com/docs/access?context=na-cmdb-awf-cmdb-governance&family=australia&ft:locale=en-US) : Correction to the required role for the Provide advice on CMDB governance agentic workflow. The admin or system_scheduler_admin role is required. [New role required for the Create configuration item agentic workflow](https://www.servicenow.com/docs/access?context=na-cmdb-awf-ci-creator&family=australia&ft:locale=en-US) : The sn_cmdb_admin role is now required to use the 'Create configuration item' agentic workflow (was sn_cmdb_editor). Skills now also require the now_assist_panel_user role : AI skills that execute in the Now Assist panel now require both the cmdb_dedup_admin and now_assist_panel_user roles. | [ ] ## Removed Between your current release family and Australia, some ServiceNow Otto for Configuration Management Database (CMDB) features or functionality were removed. {#dfrn3-servicenowottoforconfigurationmanagementdatabasecmdb-summary__entry__20} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Deprecations Between your current release family and Australia, some ServiceNow Otto for Configuration Management Database (CMDB) features or functionality were deprecated. {#dfrn3-servicenowottoforconfigurationmanagementdatabasecmdb-summary__entry__26} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Activation information Review information on how to activate ServiceNow Otto for Configuration Management Database (CMDB). {#dfrn3-servicenowottoforconfigurationmanagementdatabasecmdb-summary__entry__32} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | Activation information : Install ServiceNow Otto for CMDB 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: ServiceNow Otto for CMDB 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 ServiceNow Otto for Configuration Management Database (CMDB) we have noted them here. {#dfrn3-servicenowottoforconfigurationmanagementdatabasecmdb-summary__entry__38} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Browser requirements If any specific browser requirements were introduced or changed for ServiceNow Otto for Configuration Management Database (CMDB) we have noted them here. {#dfrn3-servicenowottoforconfigurationmanagementdatabasecmdb-summary__entry__44} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Accessibility information Review details on accessibility information for ServiceNow Otto for Configuration Management Database (CMDB), such as specific requirements or compliance levels. {#dfrn3-servicenowottoforconfigurationmanagementdatabasecmdb-summary__entry__50} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Localization information If there are specific localization considerations for ServiceNow Otto for Configuration Management Database (CMDB) we have noted them here. {#dfrn3-servicenowottoforconfigurationmanagementdatabasecmdb-summary__entry__56} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Highlight information If there are specific highlight considerations for ServiceNow Otto for Configuration Management Database (CMDB) we have noted them here. {#dfrn3-servicenowottoforconfigurationmanagementdatabasecmdb-summary__entry__62} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | [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 an AI native experience with three licensing tiers available. * Get an AI-generated summary of the CMDB success advisor for HAM dashboard, with key findings on CMDB data accuracy, completeness, and health and the suggested remediation actions. * Compare your current manual (static) IRE processes with AI-powered Dynamic IRE. * Automate the actions that a user would typically make for de-duplication tasks using the de-duplication task resolution assistant skill. * Search the Service Graph database using natural language. * Dive deeply into CI and class information while working in CI forms, dashboards, home pages, and other views on the workspace. See [ServiceNow Otto for Configuration Management Database (CMDB)](https://www.servicenow.com/docs/access?context=now-assist-landing-cmdb&family=australia&ft:locale=en-US) for more information. | [ ]