--- sourceDocument: brazil Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/delta-zurich-brazil Release : - brazil ft:locale : - en-US ft:publication_title : - brazil Combined Product Files ft:clusterId : - delta3bz bundleId : - delta3bz --- # Combined Recommended Actions for Operational Technology Service Management (OTSM) release notes for upgrades from Zurich to Brazil # Combined Recommended Actions for Operational Technology Service Management (OTSM) release notes for upgrades from Zurich to Brazil {#ariaid-title1} Release version: Brazil Updated October 8, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 7 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 Recommended Actions for Operational Technology Service Management (OTSM) Release Notes for Upgrades from Zurich to Brazil This document consolidates all release notes related to Recommended Actions for Operational Technology Service Management (OTSM) for customers upgrading from the Zurich to the Brazil release. It provides a comprehensive view of new features, changes, deprecations, activation instructions, and other important upgrade considerations to help ServiceNow customers prepare and successfully manage their OTSM upgrade. Show full answer Show less ## Key Features and Changes * **Now LLM Service Deprecation:** The Now LLM Service is no longer the default model provider for new or inactive AI assets starting from the Zurich release. Instead, a third-party large language model (LLM) is selected by default. Existing configurations using Now LLM continue unchanged, and manual selection of Now LLM remains available. The Australia release introduced new open-weight models such as Gemma 4, with older models retained only for existing AI skills and workflows. * **Contextualize External Documents:** This feature allows users to contextualize external documents to understand their relevance to Operational Technology (OT) incidents. It is accessible via the Recommendations panel in the Industrial Workspace, improving incident resolution by providing actionable insights. * **Recommended Actions Button:** Added to the Industrial Workspace to quickly access relevant recommended actions for OT incidents. * **Coral Theme:** Introduced as the new default theme for portals, web, and mobile experiences, offering a refreshed, brand-neutral visual design. A dark theme option is also available to enhance readability and reduce eye strain. * **ServiceNow Otto AI Platform:** The conversational AI platform integrated into ServiceNow workflows continues to evolve, supporting agentic capabilities, multimodal interactions, and autonomous orchestration across channels. ## Upgrade Preparation and Activation * Before upgrading to Brazil, customers should review and complete all pre- and post-upgrade tasks specific to Recommended Actions for OTSM. * Recommended Actions for OTSM and AI Enhanced Recommended Actions for OTSM must be installed via the ServiceNow Store by submitting a request. These applications provide the core functionality for enhanced OT incident management. * No new updates, removals, deprecations, or additional browser or localization requirements were introduced specifically in the Brazil release. ## Accessibility and Compliance The Coral theme includes a dark mode option that aids in accessibility by reducing eye strain and improving readability for users interacting with web and mobile interfaces. ## What Customers Can Expect * A streamlined upgrade experience with clear guidance and consolidated release notes covering all cross-family changes from Zurich through Brazil. * Access to advanced AI-driven features such as contextual document explanations and recommended actions tailored to OT incidents, improving resolution efficiency. * Modernized user interfaces with updated themes and UI actions enhancing usability in the Industrial Workspace. * Continued support for AI capabilities via ServiceNow Otto, with a shift towards third-party LLM providers to keep pace with industry advancements while maintaining data governance. Consolidated page of all release notes for Recommended Actions for Operational Technology Service Management (OTSM) from Zurich to Brazil. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family Recommended Actions for Operational Technology Service Management (OTSM) release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Zurich to Brazil. 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 Recommended Actions for Operational Technology Service Management (OTSM) to Brazil Before you upgrade to Brazil, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-recommendedactionsforoperationaltechnologyservicemanagementotsm-summary__entry__2} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## New features Between your current release family and Brazil, new features were introduced for Recommended Actions for Operational Technology Service Management (OTSM). {#dfrn3-recommendedactionsforoperationaltechnologyservicemanagementotsm-summary__entry__10} | 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. [Contextualize an external document](https://www.servicenow.com/docs/access?context=use-ai-enhanced-ra-otsm&family=zurich&ft:locale=en-US) : Contextualize an external document to get an explanation of why the document is relevant to the selected OT incident. [Apply Recommended Actions to your Operational Technology incidents](https://www.servicenow.com/docs/access?context=use-recommended-actions-ot-incidents&family=zurich&ft:locale=en-US) : Use Recommended Actions to see relevant actions that can help resolve your OT incidents. | | Australia | [Now LLM Service](https://www.servicenow.com/docs/access?context=exploring-large-language-models&family=australia&ft:locale=en-US) deprecation : Starting with the September 2026 release, Gemma 4 joins our growing portfolio of open-weight models available through Now LLM Service. We're committed to bringing you the latest industry advancements while maintaining sovereignty-focused options, all hosted and governed by ServiceNow with the infrastructure and data protections you rely on today. Older models will remain available for existing published AI skills, agents, and agentic workflows, but will no longer be available for new development or configuration. For details, see the [KB3066214: ServiceNow Otto Model Upgrades](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB3066214) article in the Now Support Knowledge Base. [Now LLM service deprecation](https://www.servicenow.com/docs/access?context=exploring-large-language-models&family=australia&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. [Contextualize an external document](https://www.servicenow.com/docs/access?context=use-ai-enhanced-ra-otsm&family=australia&ft:locale=en-US) : Contextualize an external document to get an explanation of why the document is relevant to the selected OT incident. | | Brazil | No updates for this release. | [ ] ## Changes Between your current release family and Brazil, some changes were made to existing Recommended Actions for Operational Technology Service Management (OTSM) features. {#dfrn3-recommendedactionsforoperationaltechnologyservicemanagementotsm-summary__entry__18} | Release | Release notes | |-|-| | Zurich | [Contextualize UI action](https://www.servicenow.com/docs/access?context=use-ai-enhanced-ra-otsm&family=zurich&ft:locale=en-US) : The Contextualize UI action was added to the Recommendations panel in the Industrial Workspace for external documents related to the selected OT incident. 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. [Recommended actions button](https://www.servicenow.com/docs/access?context=use-recommended-actions-ot-incidents&family=zurich&ft:locale=en-US) : The Recommended actions button was added to the Industrial Workspace to access the Recommended Actions panel for an OT incident. | | Australia | [Contextualize UI action](https://www.servicenow.com/docs/access?context=use-ai-enhanced-ra-otsm&family=australia&ft:locale=en-US) : The Contextualize UI action was added to the Recommendations panel in the Industrial Workspace for external documents related to the selected OT incident. | | Brazil | No updates for this release. | [ ] ## Removed Between your current release family and Brazil, some Recommended Actions for Operational Technology Service Management (OTSM) features or functionality were removed. {#dfrn3-recommendedactionsforoperationaltechnologyservicemanagementotsm-summary__entry__26} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Deprecations Between your current release family and Brazil, some Recommended Actions for Operational Technology Service Management (OTSM) features or functionality were deprecated. {#dfrn3-recommendedactionsforoperationaltechnologyservicemanagementotsm-summary__entry__34} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Activation information Review information on how to activate Recommended Actions for Operational Technology Service Management (OTSM). {#dfrn3-recommendedactionsforoperationaltechnologyservicemanagementotsm-summary__entry__42} | Release | Release notes | |-|-| | Zurich | Activation information : Install Recommended Actions for OTSM and AI Enhanced Recommended Actions for OTSM by requesting them 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: Recommended Actions for OTSM and AI Enhanced Recommended Actions for OTSM are available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | | Australia | Activation information : Install Recommended Actions for OTSM and AI Enhanced Recommended Actions for OTSM by requesting them 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: Recommended Actions for OTSM and AI Enhanced Recommended Actions for OTSM are available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | | Brazil | No updates for this release. | [ ] ## Additional requirements If any additional requirements were introduced or changed for Recommended Actions for Operational Technology Service Management (OTSM) we have noted them here. {#dfrn3-recommendedactionsforoperationaltechnologyservicemanagementotsm-summary__entry__50} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Browser requirements If any specific browser requirements were introduced or changed for Recommended Actions for Operational Technology Service Management (OTSM) we have noted them here. {#dfrn3-recommendedactionsforoperationaltechnologyservicemanagementotsm-summary__entry__58} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Accessibility information Review details on accessibility information for Recommended Actions for Operational Technology Service Management (OTSM), such as specific requirements or compliance levels. {#dfrn3-recommendedactionsforoperationaltechnologyservicemanagementotsm-summary__entry__66} | Release | Release notes | |-|-| | Zurich | Accessibility information : **[Zurich Patch 1](https://www.servicenow.com/docs/access?context=zurich-patch-1&family=zurich&ft:locale=en-US)** Dark theme : The new Coral theme includes a dark theme option for web and mobile experiences. This option is commonly used to alleviate eye strain and improve readability. | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Localization information If there are specific localization considerations for Recommended Actions for Operational Technology Service Management (OTSM) we have noted them here. {#dfrn3-recommendedactionsforoperationaltechnologyservicemanagementotsm-summary__entry__74} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Highlight information If there are specific highlight considerations for Recommended Actions for Operational Technology Service Management (OTSM) we have noted them here. {#dfrn3-recommendedactionsforoperationaltechnologyservicemanagementotsm-summary__entry__82} | 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 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) * Use the AI Enhanced Recommended Actions for OTSM feature to access external sources related to an OT incident and review why the document is relevant to the incident. Zurich Early Availability * Display relevant actions to users based on the context of an OT incident record. See [Recommended Actions for OTSM](https://www.servicenow.com/docs/access?context=recommended-actions-for-otsm&family=zurich&ft:locale=en-US) and [AI Enhanced Recommended Actions for OTSM](https://www.servicenow.com/docs/access?context=ai-enhanced-ra-otsm-landing&family=zurich&ft:locale=en-US) for more information. | | Australia | 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. [Australia Patch 6](https://www.servicenow.com/docs/access?context=australia-patch-6&family=australia&ft:locale=en-US) * The Now LLM Service is being prepared for future deprecation. [Australia Patch 4](https://www.servicenow.com/docs/access?context=australia-patch-4&family=australia&ft:locale=en-US) * The Now LLM Service is no longer the default model provider for new or inactive AI assets. Australia Early Availability * Use the AI Enhanced Recommended Actions for OTSM feature to access external sources related to an OT incident and review why the document is relevant to the incident. See [Recommended Actions for OTSM](https://www.servicenow.com/docs/access?context=recommended-actions-for-otsm&family=australia&ft:locale=en-US) and [AI Enhanced Recommended Actions for OTSM](https://www.servicenow.com/docs/access?context=ai-enhanced-ra-otsm-landing&family=australia&ft:locale=en-US) for more information. | | Brazil | No updates for this release. | [ ]