--- 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 Software Asset Management (SAM) release notes for upgrades from Zurich to Australia # Combined ServiceNow Otto for Software Asset Management (SAM) 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) 9 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 Software Asset Management (SAM) Release Notes for Upgrades from Zurich to Australia This document consolidates the release notes for ServiceNow Otto for Software Asset Management (SAM) covering upgrades from the Zurich release family to the Australia release. It is designed to help ServiceNow customers prepare for their upgrade by summarizing new features, changes, removals, deprecations, activation information, and other relevant details between these releases. Show full answer Show less ## Key Features * **AI-Driven Entitlement Import and Management:** Utilize AI to resolve entitlement import errors by suggesting corrections and identifying duplicate entitlements, improving data accuracy and reducing manual effort. * **Contract Licensing Data Extraction:** Use generative AI to extract licensing data from contract documents automatically, generating software entitlements linked to contract records for streamlined management. * **Integrated SaaS Troubleshooting:** Leverage generative AI to diagnose and resolve common SaaS integration issues with guided recommendations, reducing downtime and mean time to resolution (MTTR). * **Agentic Workflows for Automation:** Automate Microsoft 365 license assignment, software asset sourcing, reclamation rule creation, and software reclamation using AI agents to enhance operational efficiency and compliance. * **Access Control Configuration for AI Agents:** Configure access control lists (ACLs) in AI Agent Studio to define who can discover and trigger AI agents and workflows, specifying user behavior and availability. * **Coral Theme Introduction:** Australia introduces the Coral theme as the default for new portal, web, and mobile experiences, offering a fresh, brand-neutral look along with an optional dark mode. ## Key Changes * **ServiceNow Otto Branding:** The AI experience platform formerly known as Now Assist is now branded as ServiceNow Otto, providing conversational AI integrated into workflows with agentic and multimodal capabilities. * **Default Large Language Model (LLM) Provider:** The Now LLM Service is no longer the default for new or inactive AI assets; a third-party LLM is now selected by default, although the Now LLM Service remains available for manual selection. * **Usage Measurement Update:** AI usage measurement transitions from a 365-day look-back to a 365-day burn-down model resetting at contract anniversary, impacting how AI consumption is tracked. * **Automatic Activation of Certain AI Features:** Some generative AI skills, agents, and agentic workflows are enabled by default for appropriate roles to improve out-of-the-box functionality, especially for new customers and certain upgrades. * **Security Role Configuration Requirements:** Additional role configurations are required for agentic workflows and AI agents to execute properly, necessitating review of installed roles and security settings. * **Enhanced Troubleshooting Support:** The Troubleshoot button is now available on Integration profile forms for all SaaS integrations, enabling quick access to error summaries and resolution guidance when connection validation fails. ## Activation and Upgrade Guidance To activate ServiceNow Otto for SAM features, customers must request Now Assist for SAM from the ServiceNow Store. This process applies to both Zurich and Australia releases. Prior to upgrading to Australia, customers should review and complete any pre- and post-upgrade tasks outlined in the release notes to ensure a smooth transition. ## Other Notable Information * There are no removals or deprecations specific to the Zurich or Australia releases. * No updates were noted for browser requirements, accessibility, localization, or additional technical requirements between Zurich and Australia. * Product entitlements remain unchanged with the ServiceNow Otto rebranding; customers should verify their access to specific features accordingly. By upgrading to Australia, ServiceNow customers using Otto for SAM can expect enhanced AI-driven automation, improved SaaS integration troubleshooting, streamlined license management, and a refreshed user interface, all designed to optimize software asset management efficiency and compliance. Consolidated page of all release notes for ServiceNow Otto for Software Asset Management (SAM) 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 Software Asset Management (SAM) 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 Software Asset Management (SAM) to Australia Before you upgrade to Australia, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-servicenowottoforsoftwareassetmanagementsam-summary__entry__2} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | Upgrade information : TBD. | [ ] ## New features Between your current release family and Australia, new features were introduced for ServiceNow Otto for Software Asset Management (SAM). {#dfrn3-servicenowottoforsoftwareassetmanagementsam-summary__entry__8} | Release | Release notes | |-|-| | Zurich | [Streamline entitlement import by resolving import errors with AI-suggested corrections](https://www.servicenow.com/docs/access?context=resolve-entitlement-import-error&family=zurich&ft:locale=en-US) : Reduce manual effort and improve data accuracy when reviewing entitlement import errors in the Software Asset Workspace by using AI skills. When publisher or product names in the standard entitlement import template don't match standard content, the Software normalization and Product match reviewer skills provide AI-suggested corrections for review. The feature also identifies potential duplicate entitlements, enabling you to review and dismiss them where appropriate. [Improve accuracy and productivity by extracting licensing data from contracts and generating software entitlements](https://www.servicenow.com/docs/access?context=extract-entitlements-from-contracts-now-assist-sam&family=zurich&ft:locale=en-US) : Leverage generative AI to upload contract documents and automatically extract licensing data, generating software entitlements. You can review and refine the entitlements prior to finalization. The entitlements are created and linked to the contract records, ensuring a streamlined and accurate process. [Benefit with an integrated troubleshooting experience for SaaS applications by resolving common issues using automated guidance](https://www.servicenow.com/docs/access?context=troubleshooting-saas-now-assist-sam&family=zurich&ft:locale=en-US) : Use generative AI to troubleshoot SaaS integrations with automated guidance and recommendations. By following the resolution guidance, you can significantly reduce downtime, lower the mean time to resolution (MTTR), and resolve complex SaaS issues without deep technical intervention. [Use an agentic workflow to automate Microsoft 365 license assignment to users to improve efficiency](https://www.servicenow.com/docs/access?context=now-assist-sam-fulfill-sw-asset-requests-workflow&family=zurich&ft:locale=en-US) : Use AI agents to assign Microsoft 365 licenses automatically to users on the Microsoft 365 Admin Center without manual intervention. The AI agent analyzes whether there are available licenses and automatically assigns those licenses to the Microsoft 365 Admin Center, ensuring accuracy and compliance. [Automate the creation of user resolution rules to accelerate reconciliation and ensure consistent user mappings](https://www.servicenow.com/docs/access?context=automate-userresolution-saas-now-assist-sam&family=zurich&ft:locale=en-US) : Use generative AI to resolve user subscriptions by creating user resolution rules without manual intervention. AI automatically creates the user resolution rules, and these rules analyze and map incoming subscription data to corresponding user records in the Software Asset Management application. [Use an agentic workflow to automate software asset sourcing to improve operational efficiency](https://www.servicenow.com/docs/access?context=using-now-assist-sam-ai-agents-usecases&family=zurich&ft:locale=en-US) : Use AI agents in the Help manage software request agentic workflow to automate software asset sourcing, either through automatic license allocation or by creating purchase orders. [Use an agentic workflow to create reclamation rules for enhancing software license utilization tracking and reducing waste](https://www.servicenow.com/docs/access?context=now-assist-sam-create-software-reclamation-rule-workflow&family=zurich&ft:locale=en-US) : Use AI agents to create reclamation rules automatically for installed or subscription-based software, reducing manual analysis of product use and cost. The AI agent analyzes factors such as spend and utilization to suggest reclamation rules. [Use an agentic workflow to reclaim unused software to minimize compliance risk and optimize savings](https://www.servicenow.com/docs/access?context=now-assist-sam-evaluate-removal-candidate-workflow&family=zurich&ft:locale=en-US) : Use AI agents to automate the reclamation process for installed or subscription-based software. The AI agent evaluates software removal candidates and provides suggestions for reclamation based on intelligent checks that help ensure safe removal. [Configure ACLs for AI agents and agentic workflows](https://www.servicenow.com/docs/access?context=aia-security-implementation&family=zurich&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. | | Australia | [Benefit with an integrated troubleshooting experience for SaaS applications with the ability to resolve common issues](https://www.servicenow.com/docs/access?context=troubleshooting-saas-now-assist-sam&family=australia&ft:locale=en-US) : Use generative AI to troubleshoot SaaS integrations with automated guidance and recommendations. By following the resolution guidance, you can significantly reduce downtime, lower the mean time to resolution (MTTR), and resolve complex SaaS issues without deep technical intervention. | [ ] ## Changes Between your current release family and Australia, some changes were made to existing ServiceNow Otto for Software Asset Management (SAM) features. {#dfrn3-servicenowottoforsoftwareassetmanagementsam-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. [Large language models on the ServiceNow AI Platform](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. [Troubleshoot button alongside the error message on the Integration profile form](https://www.servicenow.com/docs/access?context=troubleshooting-saas-now-assist-sam&family=zurich&ft:locale=en-US) : The Troubleshoot button is available for alls SaaS integrations on the error message that is displayed when connection validation fails due to an error. When selected, the button triggers the generation of error summary and resolution guidance. [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, 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. [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 | [Troubleshoot button alongside the error message on the Integration profile form](https://www.servicenow.com/docs/access?context=troubleshooting-saas-now-assist-sam&family=australia&ft:locale=en-US) : The Troubleshoot button is available for all SaaS integrations on the error message that is displayed when connection validation fails due to an error. When selected, the button triggers the generation of error summary and resolution guidance. | [ ] ## Removed Between your current release family and Australia, some ServiceNow Otto for Software Asset Management (SAM) features or functionality were removed. {#dfrn3-servicenowottoforsoftwareassetmanagementsam-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 Software Asset Management (SAM) features or functionality were deprecated. {#dfrn3-servicenowottoforsoftwareassetmanagementsam-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 Software Asset Management (SAM). {#dfrn3-servicenowottoforsoftwareassetmanagementsam-summary__entry__32} | Release | Release notes | |-|-| | Zurich | Activation information : Install Now Assist for SAM 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: Now Assist for SAM is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | | Australia | Activation information : Install Now Assist for SAM 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: Now Assist for SAM 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 Software Asset Management (SAM) we have noted them here. {#dfrn3-servicenowottoforsoftwareassetmanagementsam-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 Software Asset Management (SAM) we have noted them here. {#dfrn3-servicenowottoforsoftwareassetmanagementsam-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 Software Asset Management (SAM), such as specific requirements or compliance levels. {#dfrn3-servicenowottoforsoftwareassetmanagementsam-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 Software Asset Management (SAM) we have noted them here. {#dfrn3-servicenowottoforsoftwareassetmanagementsam-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 Software Asset Management (SAM) we have noted them here. {#dfrn3-servicenowottoforsoftwareassetmanagementsam-summary__entry__62} | Release | Release notes | |-|-| | 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 Software Asset Management (SAM). Your product entitlements remain unchanged. Check your entitlements to determine your access to specific features. [Zurich Patch 10](https://www.servicenow.com/docs/access?context=zurich-patch-10&family=zurich&ft:locale=en-US) * Streamline the entitlement import process by resolving import errors using AI skills, for a faster import process and improved data accuracy. [Zurich Patch 8](https://www.servicenow.com/docs/access?context=zurich-patch-8&family=zurich&ft:locale=en-US) * Streamline your Software Asset Management application implementation by automating entitlement extraction from contracts using AI, ensuring faster deployment. * Enhance your SaaS integration troubleshooting experience with user-friendly error explanations and resolution guidance for runtime job failures. [Zurich Patch 7](https://www.servicenow.com/docs/access?context=zurich-patch-7&family=zurich&ft:locale=en-US) * Automate the process of assigning available licenses to the Microsoft 365 Admin Portal by using an agentic workflow. [Zurich Patch 5](https://www.servicenow.com/docs/access?context=zurich-patch-5&family=zurich&ft:locale=en-US) * Review changes to usage measurement. [Zurich Patch 4](https://www.servicenow.com/docs/access?context=zurich-patch-4&family=zurich&ft:locale=en-US) * Some AI skills, AI agents, and agentic workflows are now turned on by default. * Automate user resolution with AI for SaaS license management to support efficiency and accuracy in subscription management. [Zurich Patch 1](https://www.servicenow.com/docs/access?context=zurich-patch-1&family=zurich&ft:locale=en-US) * Automate and streamline the software asset request process by using an agentic workflow. * Automate the process of creating reclamation rules by identifying software products suitable for reclamation using an agentic workflow. * Automate the evaluation of unused and underused software installations for potential reclamation by using an agentic workflow. * Additional role configuration required for agentic workflows and AI agents included with your applications. See [ServiceNow Otto for Software Asset Management (SAM)](https://www.servicenow.com/docs/access?context=now-assist-sam&family=zurich&ft:locale=en-US) for more information. | | Australia | * Enhance your SaaS integration troubleshooting experience with user-friendly error explanations and step-by-step resolution guidance for runtime job failures. See [ServiceNow Otto for Software Asset Management (SAM)](https://www.servicenow.com/docs/access?context=now-assist-sam&family=australia&ft:locale=en-US) for more information. | [ ]