--- 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 Legal Service Delivery (LSD) release notes for upgrades from Zurich to Australia # Combined ServiceNow Otto for Legal Service Delivery (LSD) 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) 7 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 Legal Service Delivery (LSD) Release Notes for Upgrades from Zurich to Australia This consolidated documentation provides ServiceNow customers with detailed release notes for upgrading ServiceNow Otto for Legal Service Delivery (LSD) from the Zurich to the Australia release family. It highlights new features, changes, removals, deprecations, activation requirements, and other relevant upgrade information to support a smooth transition and maximize the value of the platform's legal AI capabilities. Show full answer Show less ## Key Features * **Conversational Intake for Conflict of Interest (COI) Requests:** Both Zurich and Australia releases support submitting COI requests using natural language conversation via the Virtual Agent, enhancing ease of use and efficiency. * **Now LLM Long-Term Stable (LTS) Models:** Introduced support for long-term stable AI models within Now LLM Service, offering extended model stability and compliance controls suited for regulated industries. * **Generative AI Skills Default Activation:** New customers have designated AI skills automatically enabled upon installation. Existing customers upgrading to Australia will have any previously unconfigured skills automatically turned on, while previously disabled configured skills remain off. * **Expanded AI Model Provider Options:** Customers now have additional third-party generative AI providers available, including Google Gemini and AWS Claude, alongside Now LLM Service and Azure OpenAI. * **ServiceNow Otto AI Platform:** The platform has been rebranded as ServiceNow Otto®, a conversational AI platform integrated into workflows supporting agentic capabilities, multimodal interactions across devices, and autonomous orchestration of cross-system workflows. * **Enhanced Summarization:** Summaries for legal requests and matters now incorporate data from extended practice area tables, providing more context-rich insights. * **New Coral Theme with Dark Mode:** A fresh, brand-neutral Coral theme is the default for new portals and experiences, including an optional dark mode for improved readability and reduced eye strain. * **Updated AI Usage Measurement:** Transition from a 365-day look-back to a 365-day burn-down model for AI usage tracking, resetting at the contract anniversary date for better alignment with entitlements. * **Role Configuration Requirements:** Agentic workflows and AI agents require explicit role assignments for execution when user access controls are set to "Users with selected roles." ## Upgrade Preparation and Activation Before upgrading to Australia, customers should review and complete recommended pre- and post-upgrade tasks. The ServiceNow Otto for Legal Service Delivery (LSD) application must be installed or upgraded via the ServiceNow Store. Customers should verify entitlements to access specific AI features and ensure appropriate role configurations for agentic workflows and AI agents. ## Changes and Removals * No features or functionalities were removed or deprecated between Zurich and Australia releases. * The ServiceNow Otto AI platform naming and branding updated to reflect the evolved AI experience. * Summarization improvements and Coral theme introduction impact user interface and experience. ## Browser and Accessibility ServiceNow Otto for Legal Service Delivery (LSD) supports the latest stable versions of popular browsers as documented in ServiceNow browser support guidelines. There are no new accessibility or localization updates introduced between these releases. ## Summary of What Customers Can Expect * Improved AI-driven legal service delivery with natural language COI intake and enriched summarization. * Greater AI model stability and compliance support via LTS models suitable for regulated environments. * Expanded AI model provider choices to tailor generative AI capabilities. * Enhanced user experience through the new Coral theme and dark mode support. * Streamlined AI skill activation to reduce setup complexity during upgrades. * Clear guidance on role-based security configuration to ensure agentic workflows operate correctly. Consolidated page of all release notes for ServiceNow Otto for Legal Service Delivery (LSD) 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 Legal Service Delivery (LSD) 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 Legal Service Delivery (LSD) to Australia Before you upgrade to Australia, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-servicenowottoforlegalservicedeliverylsd-summary__entry__2} | Release | Release notes | |-|-| | 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 Legal Service Delivery (LSD). {#dfrn3-servicenowottoforlegalservicedeliverylsd-summary__entry__8} | Release | Release notes | |-|-| | Zurich | [Conversational intake for COI](https://www.servicenow.com/docs/access?context=now-assist-lsd-convi&family=zurich&ft:locale=en-US) : Submit a Conflict of Interest (COI) request through a natural language conversation. The conversational intake for Legal Conflict of Interest is available in the base system. [Now LLM LTS support for ServiceNow Otto for Legal Service Delivery (LSD)](https://www.servicenow.com/docs/access?context=now-llm-model-updates&family=zurich&ft:locale=en-US) : Long term stable (LTS) models are part of Now LLM Service and provide longer model stability windows for regulated industries. These models can integrate with tools to provide governance, monitoring, and compliance controls. [Some generative AI skills 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 new default behavior works as follows: * New customers: When you install an AI product, designated skills are turned on automatically. * Existing customers who are upgrading (starting with Australia Early Access): 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. [New third-party AI model provider options available for all AI applications](https://www.servicenow.com/docs/access?context=exploring-large-language-models&family=zurich&ft:locale=en-US) : Google Gemini and AWS Claude are available for generative AI skills and AI agents, in addition to Now LLM Service and Azure OpenAI. | | Australia | [Submit COI request using AI](https://www.servicenow.com/docs/access?context=now-assist-lsd-convi&family=australia&ft:locale=en-US) : Submit a Conflict of Interest (COI) request through a natural language conversation. The conversational intake for Legal Conflict of Interest is available in the base system. | [ ] ## Changes Between your current release family and Australia, some changes were made to existing ServiceNow Otto for Legal Service Delivery (LSD) features. {#dfrn3-servicenowottoforlegalservicedeliverylsd-summary__entry__14} | Release | Release notes | |-|-| | Zurich | [ServiceNow AI implementation](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. [Summarize request and matters](https://www.servicenow.com/docs/access?context=now-assist-lsd-summarize-case&family=zurich&ft:locale=en-US) : Summarization now includes data from extended practice area tables, providing context‑rich summaries for your legal requests and matters. [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). [Some generative AI skills 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 new default behavior works as follows: * New customers: When you install an AI product, designated skills are turned on automatically. * Existing customers who are upgrading (starting with Australia Early Access): 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. [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. 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 | [ServiceNow AI implementation](https://www.servicenow.com/docs/access?context=sn-ai-implementation-landing&family=australia&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. [Summarize request and matters](https://www.servicenow.com/docs/access?context=now-assist-lsd-summarize-case&family=australia&ft:locale=en-US) : Summarization now includes data from extended practice area tables, providing context‑rich summaries for your legal requests and matters. | [ ] ## Removed Between your current release family and Australia, some ServiceNow Otto for Legal Service Delivery (LSD) features or functionality were removed. {#dfrn3-servicenowottoforlegalservicedeliverylsd-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 Legal Service Delivery (LSD) features or functionality were deprecated. {#dfrn3-servicenowottoforlegalservicedeliverylsd-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 Legal Service Delivery (LSD). {#dfrn3-servicenowottoforlegalservicedeliverylsd-summary__entry__32} | Release | Release notes | |-|-| | Zurich | Activation information : Install ServiceNow Otto for Legal Service Delivery (LSD) 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: ServiceNow Otto for Legal Service Delivery (LSD) is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | | Australia | Activation information : Install ServiceNow Otto for Legal Service Delivery (LSD) 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 Legal Service Delivery (LSD) 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 Legal Service Delivery (LSD) we have noted them here. {#dfrn3-servicenowottoforlegalservicedeliverylsd-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 Legal Service Delivery (LSD) we have noted them here. {#dfrn3-servicenowottoforlegalservicedeliverylsd-summary__entry__44} | Release | Release notes | |-|-| | Zurich | Browser requirements : The ServiceNow Otto for Legal Service Delivery (LSD) application works with the latest stable versions of popular web browsers. To find the list of supported browsers, see [Browser support](https://www.servicenow.com/docs/access?context=browser-support&family=zurich&ft:locale=en-US). | | Australia | Browser requirements : To see the list of supported browsers for ServiceNow Otto for Legal Service Delivery (LSD), see [Browser support](https://www.servicenow.com/docs/access?context=browser-support&family=australia&ft:locale=en-US). | [ ] ## Accessibility information Review details on accessibility information for ServiceNow Otto for Legal Service Delivery (LSD), such as specific requirements or compliance levels. {#dfrn3-servicenowottoforlegalservicedeliverylsd-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 Legal Service Delivery (LSD) we have noted them here. {#dfrn3-servicenowottoforlegalservicedeliverylsd-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 Legal Service Delivery (LSD) we have noted them here. {#dfrn3-servicenowottoforlegalservicedeliverylsd-summary__entry__62} | Release | Release notes | |-|-| | 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 Legal Service Delivery (LSD). Check your entitlements to determine your access to specific features. [Zurich Patch 7](https://www.servicenow.com/docs/access?context=zurich-patch-7&family=zurich&ft:locale=en-US) * Disclose conflicts of interest using natural language from Now Assist in Virtual Agent rather than having to fill out intake forms. * Legal Request and Matter summarization now considers data from extended practice area tables when summarizing. [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. [Zurich Patch 4](https://www.servicenow.com/docs/access?context=zurich-patch-4&family=zurich&ft:locale=en-US) * Some Now Assist skills are now turned on by default. * 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) * Use Google Gemini and Anthropic Claude as AI model providers for Now Assist skills and AI agents in addition to Now LLM Service and Azure OpenAI. See [ServiceNow Otto for Legal Service Delivery (LSD)](https://www.servicenow.com/docs/access?context=now-assist-lsd-landing&family=zurich&ft:locale=en-US) for more information. | | Australia | * ServiceNow Otto is the new AI experience brand. This change is reflected in the name of ServiceNow products, including ServiceNow Otto for Legal Service Delivery (LSD). Check your entitlements to determine your access to specific features. * Disclose conflicts of interest using natural language from ServiceNow Otto in Virtual Agent rather than having to fill out intake forms. * Legal Request and Matter summarization now considers data from extended practice area tables when summarizing. Important: For Now LLM Service model updates for each release, see [Model provider updates](https://www.servicenow.com/docs/access?context=now-llm-model-updates&family=australia&ft:locale=en-US). | [ ]