Combined ServiceNow Otto for Operational Technology (OT) Service Management release notes for upgrades from Zurich to Australia

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Combined ServiceNow Otto for Operational Technology (OT) Service Management 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 Operational Technology (OT) Service Management Release Notes for Upgrades from Zurich to Australia

This consolidated guide provides essential information for ServiceNow customers upgrading their Otto for Operational Technology (OT) Service Management solution from the Zurich release family to the Australia release family. It highlights new features, changes, deprecations, activation procedures, and other relevant considerations to ensure a smooth upgrade experience.

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Key Features

OT Incident Summarization: Introduced in Zurich Patch 7 and continued in Australia, users can automatically generate concise summaries of OT incidents using the "Summarize" UI action. This enhances understanding of incident context and aids faster response.
Resolution Notes Automation: Also from Zurich Patch 7, the "Generate resolution notes" UI action allows automatic creation of resolution notes for OT incidents, saving time and improving consistency.
Automatic OT Knowledge Base (KB) Article Generation: When an OT incident is marked as Resolved, a KB article is automatically generated containing key details such as site, OT device, equipment model, summarization, and resolution notes. This supports improved knowledge sharing and issue resolution.
AI Model Provider Update: As of Zurich Patch 11, the Now LLM Service is no longer the default model provider for new or inactive AI assets; a third-party large language model (LLM) is selected by default. Existing configurations remain unchanged, and the Now LLM Service is still available for manual selection.
Branding Change: From Zurich Patch 12, the product name changed from "Now Assist for OTSM" to "ServiceNow Otto for OT Service Management," reflecting the new AI experience branding. Entitlements and access remain the same.

Upgrade Preparation and Activation

Before upgrading to Australia, customers should review and complete all recommended pre- and post-upgrade tasks. To install or request ServiceNow Otto for OT Service Management, customers must submit requests via the ServiceNow Store. The Store also provides cumulative release notes and version history for all related apps.

Changes, Removals, and Deprecations

Between Zurich and Australia releases, no features or functionalities were removed or deprecated. The primary changes involve naming updates and default AI model provider adjustments as noted above.

Additional Considerations

Browser and Accessibility: No updates or changes to browser requirements or accessibility compliance were introduced between these releases.
Localization: No new localization considerations were added.

Summary of Benefits for ServiceNow Customers

Enhanced incident management productivity through automated summarization and resolution note generation.
Improved knowledge base creation to facilitate faster problem resolution and sharing of OT incident insights.
Streamlined upgrade path with clear activation steps and unchanged entitlements despite branding updates.
Access to improved AI capabilities with updated default language model providers while retaining manual selection options.

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.


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.


Release	Release notes
Zurich	Zurich Patch 11 Now LLM service deprecation 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. Zurich Patch 7 Summarize an OT incident Automatically summarize an OT incident using the Summarize UI action to produce a concise summary of the incident. Generate resolution notes 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 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	Early Availability Summarize an OT incident Automatically summarize an OT incident using the Summarize UI action to produce a concise summary of the incident. Generate resolution notes 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 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.


Release	Release notes
Zurich	Zurich Patch 12 Now Assist for OTSM to ServiceNow Otto for OT Service Management name change 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.
Australia	No updates for this release.

Removed

Between your current release family and Australia, some ServiceNow Otto for Operational Technology (OT) Service Management 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 Operational Technology (OT) Service Management 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 Operational Technology (OT) Service Management.


Release	Release notes
Zurich	Install ServiceNow Otto for OT Service Management by requesting it from the ServiceNow Store. Visit the ServiceNow Store 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.
Australia	Install ServiceNow Otto for OT Service Management 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 Operational Technology (OT) Service Management 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 Operational Technology (OT) Service Management we have noted them here.


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.


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.


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.


Release	Release notes
Zurich	Zurich Patch 12 Now Assist for Operational Technology Service Management (OTSM) has been changed to ServiceNow Otto for OT Service Management. Zurich Patch 11 The Now LLM Service is no longer the default model provider for new or inactive AI assets. Zurich Patch 7 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 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 for more information.