Combined ServiceNow Otto for Legal Service Delivery (LSD) release notes for upgrades from Zurich to Australia

australia Combined Product Files

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Combined ServiceNow Otto for Legal Service Delivery (LSD) release notes for upgrades from Zurich to Australia

Release version: Australia

Updated August 11, 2026

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Summary of Combined ServiceNow Otto for Legal Service Delivery (LSD) Release Notes for Upgrades from Zurich to Australia

This consolidated release notes document guides ServiceNow customers through the key updates, new features, changes, and activation information related to upgrading ServiceNow Otto for Legal Service Delivery (LSD) from the Zurich release family to the Australia release family. It provides a single reference point to understand what has changed between these releases and how to prepare for and manage the upgrade process effectively.

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Key Features

Conversational Intake for Conflict of Interest (COI): Introduced in Zurich Patch 7 and available in the Australia base system, this feature allows users to submit COI requests through natural language conversations, improving user experience and efficiency.
Now LLM Long Term Stable (LTS) Model Support: Added in Zurich Patch 4, these LTS models offer extended stability for regulated industries with governance, monitoring, and compliance controls integrated into generative AI skills.
Default Activation of Generative AI Skills: From Zurich Patch 4 onward, new customers installing AI products have designated generative AI skills enabled by default. For existing customers upgrading from Australia Early Access, previously unconfigured skills are automatically turned on, while skills manually deactivated remain inactive.
Expanded Summarization Capabilities: Beginning Zurich Patch 7 and Australia Patch 1, summarization of legal requests and matters now includes data from extended practice area tables, providing richer and more context-aware summaries.
Multiple AI Model Providers Support: Zurich Patch 1 introduced support for Google Gemini and Anthropic Claude on AWS alongside Now LLM Service and Azure OpenAI for powering Now Assist skills and AI agents.
ServiceNow Otto Branding: ServiceNow Otto is now the unified AI experience brand reflected across LSD products, starting with Zurich Patch 12 and continuing into Australia releases.

Changes and Improvements

Changes to Now Assist usage measurement were implemented in Zurich Patch 5 to refine how AI usage is tracked.
Role configuration updates are required for agentic workflows and AI agents to align with new AI skill activations.
Natural language conflict disclosures are integrated into Virtual Agent, streamlining the COI submission process.

Activation and Deployment

ServiceNow Otto for Legal Service Delivery (LSD) must be requested and installed via the ServiceNow Store for both Zurich and Australia releases. Customers should verify entitlements to confirm access to specific AI features and consult the ServiceNow Store version history for cumulative release information.

Additional Considerations

Browser Compatibility: The application supports the latest stable versions of popular browsers. Customers should refer to ServiceNow’s browser support documentation to ensure compatibility.
Accessibility and Localization: No new updates were introduced between Zurich and Australia releases regarding accessibility compliance or localization.
Feature Removals and Deprecations: No features were removed or deprecated between these releases.

Practical Takeaways for ServiceNow Customers

Prepare for the upgrade by reviewing pre- and post-upgrade tasks outlined in the release notes to ensure a smooth transition.
Leverage conversational AI features like COI natural language intake to enhance legal service delivery efficiency.
Understand the changes to AI skill activation defaults to manage AI capabilities according to your organization’s needs and compliance requirements.
Utilize the expanded summarization functionality for more insightful legal matter and request overviews.
Confirm browser and entitlement requirements before upgrading to avoid compatibility or access issues.

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.


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).


Release	Release notes
Zurich	Zurich Patch 7 Conversational intake for COI 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. Zurich Patch 4 Now LLM LTS support for ServiceNow Otto for Legal Service Delivery (LSD) 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 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. Zurich Patch 1
Australia	Australia Patch 1 Conversational intake for COI 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.


Release	Release notes
Zurich	Zurich Patch 12 ServiceNow AI implementation Zurich Patch 7 Summarize request and matters Summarization now includes data from extended practice area tables, providing context‑rich summaries for your legal requests and matters. Zurich Patch 5 Changes to Now Assist usage measurement Zurich Patch 4
Australia	Australia Patch 1 Summarize request and matters 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.


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.


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).


Release	Release notes
Zurich	Install ServiceNow Otto for Legal Service Delivery (LSD) by requesting it from the ServiceNow Store.
Australia	Install ServiceNow Otto for Legal Service Delivery (LSD) by requesting it from the ServiceNow Store. Visit the ServiceNow Store 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.

Additional requirements

If any additional requirements were introduced or changed for ServiceNow Otto for Legal Service Delivery (LSD) we have noted them here.


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.


Release	Release notes
Zurich	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.
Australia	To see the list of supported browsers for ServiceNow Otto for Legal Service Delivery (LSD), see Browser support.

Accessibility information

Review details on accessibility information for ServiceNow Otto for Legal Service Delivery (LSD), such as specific requirements or compliance levels.


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.


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.


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 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 Review changes to Now Assist usage measurement. Zurich Patch 4 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 Use Google Gemini and Anthropic Claude on AWS 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) 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.