--- 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 Operational Technology (OT) Service Management release notes for upgrades from Zurich to Australia # Combined ServiceNow Otto for Operational Technology (OT) Service Management 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) 6 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 Operational Technology (OT) Service Management Release Notes for Upgrades from Zurich to Australia This consolidated release notes document provides ServiceNow customers with key information about upgrading ServiceNow Otto for Operational Technology (OT) Service Management from the Zurich release family to the Australia release family. It summarizes new features, changes, deprecations, removals, and important upgrade tasks to prepare and execute the transition efficiently. Show full answer Show less ## Key Features * **AI-Powered OT Incident Management Enhancements:** Both Zurich and Australia releases introduced UI actions in the Industrial Workspace for OT incidents: * **Summarize UI Action:** Automatically generates a concise summary of an OT incident. * **Generate Resolution Notes UI Action:** Produces resolution notes for an OT incident once its state is set to Resolved. * **Automatic KB Article Generation:** When an OT incident is resolved, a knowledge base article is automatically created containing site, OT device, equipment model entity, summarization, resolution notes, KB base, and author details. * **Now LLM Service Deprecation:** Starting with Zurich, the Now LLM Service ceased to be the default AI model provider for new or inactive AI assets. Instead, a third-party LLM is selected by default, though the Now LLM Service remains available for manual selection. * **Branding Update:** The AI experience formerly known as Now Assist for OTSM was renamed to ServiceNow Otto for OT Service Management, reflecting the unified branding of ServiceNow's AI capabilities. Product entitlements remain unchanged. ## Upgrade and Activation Guidance * **Pre- and Post-Upgrade Tasks:** Customers should review and complete any necessary upgrade tasks before moving to Australia. * **Installation:** ServiceNow Otto for OT Service Management is available through the ServiceNow Store. Customers can request installation via the store and consult the version history for cumulative release notes. ## Changes, Removals, and Deprecations * **Changes:** The primary change across the releases is the rebranding to ServiceNow Otto and addition of AI summarization and KB generation UI actions in the Industrial Workspace. * **Removals and Deprecations:** No features or functionalities were removed or deprecated between Zurich and Australia releases, except the default AI model provider change noted above. ## Additional Information * No updates were made regarding browser requirements, accessibility, localization, or highlight considerations between Zurich and Australia. * Customers should check their product entitlements to confirm access to specific AI features under the ServiceNow Otto branding. ## What Customers Can Expect Upgrading to the Australia release family enhances your OT incident management by leveraging AI to quickly summarize incidents, generate resolution notes, and create knowledge base articles automatically. The transition involves a branding update to ServiceNow Otto but retains existing entitlements and functionalities with improved efficiency and automation. The default AI model provider has shifted to third-party LLMs for new assets, giving customers flexibility while maintaining access to the Now LLM Service if desired. Consolidated page of all release notes for ServiceNow Otto for Operational Technology (OT) Service Management 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 Operational Technology (OT) Service Management 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 Operational Technology (OT) Service Management to Australia Before you upgrade to Australia, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-servicenowottoforoperationaltechnologyotservicemanagement-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 Operational Technology (OT) Service Management. {#dfrn3-servicenowottoforoperationaltechnologyotservicemanagement-summary__entry__8} | Release | Release notes | |-|-| | Zurich | [Now LLM service deprecation](https://www.servicenow.com/docs/access?context=exploring-large-language-models&family=zurich&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. [Summarize an OT incident](https://www.servicenow.com/docs/access?context=summarize-ot-incident-now-assist&family=zurich&ft:locale=en-US) : Automatically summarize an OT incident using the Summarize UI action to produce a concise summary of the incident. [Generate resolution notes](https://www.servicenow.com/docs/access?context=generate-resolution-notes-ot-incident&family=zurich&ft:locale=en-US) : Automatically generate resolution notes for an OT incident using the Generate resolution notes UI action to produce a concise summary of the incident. [Generate OT KB articles](https://www.servicenow.com/docs/access?context=agent-ot-knowledge-generator&family=zurich&ft:locale=en-US) : 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 | | Australia | [Summarize an OT incident](https://www.servicenow.com/docs/access?context=summarize-ot-incident-now-assist&family=australia&ft:locale=en-US) : Automatically summarize an OT incident using the Summarize UI action to produce a concise summary of the incident. [Generate resolution notes](https://www.servicenow.com/docs/access?context=generate-resolution-notes-ot-incident&family=australia&ft:locale=en-US) : Automatically generate resolution notes for an OT incident using the Generate resolution notes UI action to produce a concise summary of the incident. [Generate OT KB articles](https://www.servicenow.com/docs/access?context=agent-ot-knowledge-generator&family=australia&ft:locale=en-US) : 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 | [ ] ## Changes Between your current release family and Australia, some changes were made to existing ServiceNow Otto for Operational Technology (OT) Service Management features. {#dfrn3-servicenowottoforoperationaltechnologyotservicemanagement-summary__entry__14} | Release | Release notes | |-|-| | Zurich | [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=zurich&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=zurich&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=zurich&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. | | Australia | [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. | [ ] ## Removed Between your current release family and Australia, some ServiceNow Otto for Operational Technology (OT) Service Management features or functionality were removed. {#dfrn3-servicenowottoforoperationaltechnologyotservicemanagement-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 Operational Technology (OT) Service Management features or functionality were deprecated. {#dfrn3-servicenowottoforoperationaltechnologyotservicemanagement-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 Operational Technology (OT) Service Management. {#dfrn3-servicenowottoforoperationaltechnologyotservicemanagement-summary__entry__32} | Release | Release notes | |-|-| | Zurich | Activation information : Install ServiceNow Otto for OT Service 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: ServiceNow Otto for OT Service Management is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | | Australia | Activation information : Install ServiceNow Otto for OT Service 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: ServiceNow Otto for OT Service 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 ServiceNow Otto for Operational Technology (OT) Service Management we have noted them here. {#dfrn3-servicenowottoforoperationaltechnologyotservicemanagement-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 Operational Technology (OT) Service Management we have noted them here. {#dfrn3-servicenowottoforoperationaltechnologyotservicemanagement-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 Operational Technology (OT) Service Management, such as specific requirements or compliance levels. {#dfrn3-servicenowottoforoperationaltechnologyotservicemanagement-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 Operational Technology (OT) Service Management we have noted them here. {#dfrn3-servicenowottoforoperationaltechnologyotservicemanagement-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 Operational Technology (OT) Service Management we have noted them here. {#dfrn3-servicenowottoforoperationaltechnologyotservicemanagement-summary__entry__62} | Release | Release notes | |-|-| | Zurich | 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. [Zurich Patch 12](https://www.servicenow.com/docs/access?context=zurich-patch-12&family=zurich&ft:locale=en-US) * Now Assist for Operational Technology Service Management (OTSM) has been changed to ServiceNow Otto for OT Service Management. [Zurich Patch 11](https://www.servicenow.com/docs/access?context=zurich-patch-11&family=zurich&ft:locale=en-US) * The Now LLM Service is no longer the default model provider for new or inactive AI assets. [Zurich Patch 7](https://www.servicenow.com/docs/access?context=zurich-patch-7&family=zurich&ft:locale=en-US) * 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. See [ServiceNow Otto for OT Service Management](https://www.servicenow.com/docs/access?context=now-assist-for-operational-technology-service-management&family=zurich&ft:locale=en-US) for more information. | | Australia | Australia * 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. See [ServiceNow Otto for OT Service Management](https://www.servicenow.com/docs/access?context=now-assist-for-operational-technology-service-management&family=australia&ft:locale=en-US) for more information. | [ ]