Combined ServiceNow Otto for Workplace Service Delivery (WSD) release notes for upgrades from Zurich to Australia

  • Release version: Australia
  • Updated August 11, 2026
  • 5 minutes to read
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    Summary of Combined ServiceNow Otto for Workplace Service Delivery (WSD) 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 Workplace Service Delivery (WSD) from the Zurich release family through to Australia. It is designed to help customers prepare for the upgrade and understand what to expect in terms of functionality and platform behavior.

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    Key Features

    • Case Summarization (Zurich Patch 7): Utilize the case summarization skill to efficiently summarize workplace cases and take appropriate actions.
    • Optimize Cleaning Activities Workflow (Zurich Patch 1): Automate and optimize cleaning and maintenance schedules based on location space utilization, enhancing maintenance case management.
    • Automate Map Updates Workflow (Zurich Patch 1): Enable map administrators to configure Indoor Mapping during bulk updates autonomously, improving map accuracy and reducing manual intervention.
    • ServiceNow Otto Brand Introduction (Zurich Patch 12 and Australia Patch 5): The conversational AI platform formerly known as Now Assist has been rebranded as ServiceNow Otto®. This platform delivers agentic AI capabilities, supports multimodal interactions across web, mobile, and messaging channels, and enables autonomous orchestration of cross-system workflows.

    Key Changes

    • AI Usage Measurement Update (Zurich Patch 5): AI usage measurement transitioned from a 365-day look-back model to a 365-day burn-down model, with usage resetting at the contract anniversary date. This affects how AI consumption is tracked and managed.
    • Branding Updates: The rebranding to ServiceNow Otto is reflected across product names and interfaces, but customer entitlements remain unchanged. Customers should verify entitlements to understand their access to specific features.

    Upgrade and Activation Guidance

    • Pre- and Post-Upgrade Tasks: Customers should review and complete necessary tasks before and after upgrading to the Australia release to ensure a smooth transition.
    • Installation: ServiceNow Otto for Workplace Service Delivery (WSD) is available via the ServiceNow Store. Customers can request installation and view cumulative version history and release notes there.

    Additional Notes

    • No features or functionalities were removed or deprecated between Zurich and Australia releases for ServiceNow Otto for WSD.
    • There were no updates related to browser requirements, accessibility, localization, or additional requirements for these releases.

    Practical Impact for ServiceNow Customers

    After upgrading to the Australia release, customers will benefit from enhanced AI capabilities branded under ServiceNow Otto, allowing for improved conversational AI interactions and autonomous workflow orchestration within Workplace Service Delivery. The new workflows for case summarization, cleaning optimization, and map automation will improve operational efficiency. Understanding the updated AI usage measurement model will help in managing AI consumption effectively. The consistent entitlements ensure continuity of access to features without disruption.

    Consolidated page of all release notes for ServiceNow Otto for Workplace Service Delivery (WSD) 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 Workplace Service Delivery (WSD) 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 Workplace Service Delivery (WSD) 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 Workplace Service Delivery (WSD).

    Release Release notes

    Zurich
    Zurich Patch 7
    Summarize a workplace case
    Use the case summarization skill to summarize the case context and take appropriate action.
    Zurich Patch 1
    Optimize cleaning activities agentic workflow
    Use the optimize cleaning activities agentic workflow to manage cleaning and maintenance schedules of a maintenance case based on the space utilization rate of the location where a maintenance case is created.
    Automate map updates agentic workflow
    Use the automate map updates agentic workflow to configure the map during bulk updates to Indoor Mapping.

    The map admin gent autonomously retrieves the sources for the CAD file and resumes the import task. If the correct source isn't found, the agent moves the task to the Waiting user input state.

    Australia

    		 No updates for this release.

    Changes

    Between your current release family and Australia, some changes were made to existing ServiceNow Otto for Workplace Service Delivery (WSD) features.

    Release Release notes

    Zurich
    Zurich Patch 12
    Now Assist > ServiceNow Otto announcement
    Now Assist 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 5
    Changes to Now Assist usage measurement
    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.

    Australia
    Australia Patch 5
    Now Assist > ServiceNow Otto announcement
    Now Assist 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.

    Removed

    Between your current release family and Australia, some ServiceNow Otto for Workplace Service Delivery (WSD) 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 Workplace Service Delivery (WSD) 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 Workplace Service Delivery (WSD).

    Release Release notes

    Zurich

    Install ServiceNow Otto for Workplace Service Delivery (WSD) by requesting it from 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 Workplace Service Delivery (WSD) by requesting it from 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 Workplace Service Delivery (WSD) 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 Workplace Service Delivery (WSD) 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 Workplace Service Delivery (WSD), 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 Workplace Service Delivery (WSD) 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 Workplace Service Delivery (WSD) 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 Workplace Service Delivery (WSD). Your product entitlements remain unchanged. Check your entitlements to determine your access to specific features.

    Zurich Patch 7: Summarize workplace cases by using ServiceNow Otto for WSD.

    Zurich Patch 5: Review changes to Now Assist usage measurement.

    Zurich Patch 1
    • Help map admins configure the map during bulk updates to Indoor Mapping using the automate map updates agentic workflow.
    • Optimize a maintenance case based on the space utilization rate of the location where a maintenance case is created using the optimize cleaning activities agentic workflow.

    See ServiceNow Otto for Workplace Service Delivery (WSD) for more information.

    Australia
    Australia Patch 5
    • ServiceNow Otto is the new AI experience brand. This change is reflected in the name of ServiceNow products, including ServiceNow Otto for Workplace Service Delivery (WSD). Your product entitlements remain unchanged. Check your entitlements to determine your access to specific features.

    See ServiceNow Otto for Workplace Service Delivery (WSD) for more information.