--- 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 October 8, 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 a comprehensive summary of updates, new features, changes, and important upgrade information for ServiceNow Otto for Operational Technology (OT) Service Management, covering upgrades from the Zurich release family to the Australia release family. Show full answer Show less The notes are designed to assist customers in preparing for upgrades by detailing enhancements and modifications between these releases, as well as activation and deployment instructions. ## Key Features * **Incident Summarization:** Both Zurich and Australia releases introduced a **Summarize UI action** in the Industrial Workspace for OT incidents, enabling automatic generation of concise incident summaries to quickly understand incident context. * **Resolution Notes Generation:** A **Generate resolution notes UI action** was added for OT incidents, which becomes available after the incident state is set to Resolved, allowing automatic creation of summary resolution notes to save time. * **Knowledge Base (KB) Article Generation:** When an OT incident is resolved, a KB article can be automatically generated containing key details such as site, OT device, equipment model, summarization, resolution notes, and authoring information, supporting knowledge sharing and reuse. * **Now LLM Service Deprecation:** The Now LLM Service is no longer the default language model provider for new or inactive AI assets; instead, a third-party LLM is now selected by default. Existing configurations using the Now LLM Service remain unchanged, and manual selection is still available. * **Branding Update:** The AI experience formerly known as Now Assist for Operational Technology Service Management (OTSM) was renamed to ServiceNow Otto for OT Service Management, reflecting the new ServiceNow Otto AI brand. This change does not affect product entitlements. ## Upgrade and Activation Information * **Pre- and Post-Upgrade Tasks:** Customers are advised to review and complete relevant pre- and post-upgrade steps before moving to the Australia release. * **Activation:** ServiceNow Otto for OT Service Management is available through the ServiceNow Store. Customers should request installation via the store, which also provides access to version history and cumulative release notes. * **No Changes in Additional Requirements, Browser, Accessibility, or Localization:** There were no updates or new requirements in these areas between Zurich and Australia releases. ## Key Outcomes for ServiceNow Customers * Enhanced automation for OT incident management through AI-driven summarization, resolution note generation, and KB article creation improves operational efficiency and incident response times. * The shift to third-party large language models by default offers flexibility in AI capabilities while maintaining backward compatibility with existing configurations. * Consistent product branding under ServiceNow Otto simplifies identification of AI-powered OT Service Management features without impacting user access rights. * Availability through the ServiceNow Store ensures streamlined activation and upgrade processes for customers adopting the latest OT Service Management capabilities. 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. | [ ]