Combined ServiceNow Otto for IT Operations Management (ITOM) release notes for upgrades from Zurich to Australia

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Combined ServiceNow Otto for IT Operations Management (ITOM) 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 IT Operations Management (ITOM) Release Notes for Upgrades from Zurich to Australia

This consolidated release notes document assists ServiceNow customers in preparing for upgrades from the Zurich release family to the Australia release for ServiceNow Otto for IT Operations Management (ITOM). It summarizes new features, changes, deprecations, activation instructions, and important upgrade considerations across the releases from Zurich through Australia. The document aims to provide a clear view of enhancements and updates to help optimize ITOM capabilities with AI-driven workflows and integrations.

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Key Features

Expanded AI Agentic Workflows: Introduction and enhancement of AI-driven workflows, such as the manage alerts autonomously workflow for automated alert triage, impact analysis, and root cause investigation, and the analyze alert impact workflow with support for multiple observability tools.
Cloud and Observability Tool Integrations: Support for Microsoft Azure and Google Cloud AI agents, enabling deeper alert analysis from cloud environments. Integration with Dynatrace MCP server agent replaced the previous Dynatrace analysis AI agent, improving alert context and investigation capabilities. Additionally, Datadog, Gemini Cloud Assistant, New Relic, and Kentik are supported observability tools.
Service Level Objectives (SLO) Automation: Auto-generation of SLOs for Service Reliability Management (SRM) services using the SLO creator agent, which analyzes incidents and outage events to accelerate SLO adoption and reliability tracking.
Service Observability Enhancements: Generative AI skills to analyze Service Observability dashboards and service health within the Service Operations Workspace (SOW), providing summarized insights and performance highlights for faster operator understanding.
Security and Access Controls: Implementation of access control lists (ACLs) for AI agents and agentic workflows managed via AI Agent Studio to ensure secure operation aligned with organizational policies.
Improved AI Model Support: AIOps LEAP platform expansion includes new third-party AI models (Claude Sonnet 4.6, OpenAI GPT-4o variants, Gemini 2.0 Flash/Pro) across different model sizes, enhancing AI-driven automation and insights.
Certificate Management Automation: Now Assist certificate renewal AI agent automates identification and renewal of expiring TLS certificates, reducing manual overhead.
Enhanced Integration and Automation Tools: Support for ITOM MCP Server to connect client applications (e.g., Claude, Moveworks) for alert investigation, CI reliability review, incident impact assessment, and SLO creation.
Improved User Experience: Updates to Now Assist’s alert management, including expanded AI insights, automated alert grouping across Now Assist features, and error analysis in Agent Client Collector.

Changes and Deprecations

Four AIOps AI agents were removed from the analyze alert impact workflow and made available exclusively in the manage alerts autonomously workflow for streamlined alert management.
AIOps LEAP was rebranded to Learning-Enhanced Automation Platform to reflect its broader capabilities beyond playbook creation.
Some AI agents are being prepared for future deprecation, including the Google Gemini Cloud Assist agent and the Dynatrace analysis AI agent. Customers are advised to transition to updated workflows and agents, such as the Dynatrace MCP server agent.
No features or functionality were removed between Zurich and Australia releases; however, continuous improvements and enhancements were made.

Upgrade and Activation Guidance

Before upgrading to Australia, customers should review and complete pre- and post-upgrade tasks outlined in the release notes to ensure smooth transition.
The ServiceNow Otto for ITOM application requires an ITOM Pro Plus or Enterprise Plus license.
Installation involves acquiring the AIOps Experience [snsowaiops] and ServiceNow Otto for ITOM applications from the ServiceNow Store.
Access control for AI agents is configurable through AI Agent Studio to align with security policies.

What Customers Can Expect

Enhanced automation and AI-driven workflows that reduce manual intervention in alert triage and incident management.
Broader observability tool integrations enabling comprehensive monitoring across cloud and third-party platforms.
Improved service reliability tracking via auto-generated SLOs and AI-powered service health summaries.
Stronger security controls for AI operations within ITOM environments.
Ongoing evolution of AI capabilities with expanded model support and upgraded agent architectures.
Stable feature set with clear guidance on deprecated components to help plan future transitions.

Consolidated page of all release notes for ServiceNow Otto for IT Operations Management (ITOM) 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 IT Operations Management (ITOM) 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 IT Operations Management (ITOM) 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 IT Operations Management (ITOM).


Release	Release notes
Zurich	Zurich Patch 12 Configure the Microsoft Azure and Google Cloud agents Set up the Microsoft Azure and Google Cloud AI agents to get insights from those tools in the analyze alert impact agentic workflow. With Microsoft Azure and Google Cloud support, the workflow helps you investigate and respond to alerts from a wider range of observability tools, including Dynatrace, New Relic, and Kentik. Zurich Patch 9 Use the ITOM MCP Server Use the ITOM MCP Server to connect an MCP client application, such as Claude or Moveworks, to your ServiceNow ITOM environment. Investigate alerts, review CI reliability, assess incident impact on reliability, and create standard availability SLOs through the MCP client application. Zurich Patch 8 Auto-generate SLOs for SRM services Use the SLO creator agent to generate SLOs for your SRM services. The agent analyzes incidents, alerts, and outage events to automatically create SLOs, helping teams adopt SLOs faster and track service reliability. Zurich Patch 7 Configure the Dynatrace MCP server agent Set up the new Dynatrace MCP server agent, which replaces the Dynatrace analysis AI agent, for deeper alert analysis. In the analyze alert impact agentic workflow, you can ask more detailed questions about Dynatrace alerts, such as questions about logs, topology, or recent changes. In the manage alerts autonomously agentic workflow, investigations now pull more comprehensive Dynatrace context based on alert type. Updates to the manage alerts autonomously agentic workflow The manage alerts autonomously agentic workflow has been updated to provide additional AI insights in the preview panel and alert record. These updates include: Summaries of the logic behind automated decisions, such as auto closures of insignificant alerts A written summary of the Service Observability dashboard Additionally, automated alert groups are now supported across Now Assist features such as alert assist and AI insights. Analyze log analytics alerts to assess impact and triage urgency The manage alert autonomously agentic workflow now includes AI-driven analysis for log analytics alerts. The alert hypothesizer skill evaluates historical patterns to assess if triage is required. It also classifies alerts as proactive or reactive, where proactive indicates emerging risk and reactive indicates an active issue. The analysis can include contextual insights such as potential failure scenarios to support an alert investigation. Analyze Service Observability dashboard skill The analyze Service Observability dashboard skill uses generative AI to summarize a single Service Observability dashboard and calls out insights found in charts. This summary helps operators quickly orient to and understand a particular dashboard. Once activated, this skill is available on all Service Observability dashboards and runs automatically from Incident Investigation when Service Observability is installed. Analyze service health The analyze service health skill uses generative AI to analyze all available Service Observability dashboards for the selected service in the Service Operations Workspace (SOW). It generates a summary of a service’s health and calls out any found insights. Once activated, this skill is available from the header of a service record in the SOW. Zurich Patch 5 Enhance IT operations with AI-driven, autonomous alert management using the manage alerts autonomously workflow Automate alert triage, impact analysis, and root cause investigation with an AI-driven workflow that replaces manual operator steps with autonomous decision-making. The workflow processes incoming alerts end-to-end and surfaces consolidated insights through Express List, giving operators immediate visibility into what happened, what's affected, and why. Configure the Datadog and Gemini Cloud Assistant observability skills Set up the new Datadog and Gemini Cloud Assistant observability skills to get insights from those tools in the manage alerts autonomously agentic workflow. With Datadog and Google Gemini, the workflow now supports five observability tools, including Dynatrace, Kentik, and New Relic, helping you investigate and respond to a wider range of alerts. AIOps LEAP skill setup Status information for records grouping job run is available when skills are modified with support KB content. AIOps LEAP settings page The new interface for the AIOps LEAP properties includes default configuration to achieve opportunity savings and reporting. Action Insights panel The Action Insights panel on the automation opportunity details page provides suggestion to create sub-groups when there are large volumes of records. This helps optimize opportunities and knowledge gaps for architects. Zurich Patch 4 View an error analysis by Now Assist in Agent Client Collector Starting in version 6.0.0, use Now Assist AI agents to gather information about errors occurring on Agent Client Collector agents. For example, you can verify the underlying cause behind a specific error or error code. Zurich Patch 1 Configure the Dynatrace analysis AI agent Set up the Dynatrace analysis AI agent in the analyze alert impact agentic workflow to investigate Dynatrace alerts. With Dynatrace, the agentic workflow now supports three observability tools, including Kentik and New Relic, helping you investigate and respond to a wider range of alerts. Expand the analyze alert impact agentic workflow with four new AIOps agents Get a fuller view of alert impact with four new AIOps agents in the analyze alert impact agentic workflow. Along with observability data, the agentic workflow now includes information from within ServiceNow to help surface business impact and related issues. Activate the AIOps agents to include them in the agentic workflow. Enhance your decision-making process with the analyze potential impact agentic workflow Assess the potential impact of a change using the analyze potential impact agentic workflow. This workflow provides an analysis of the relevant servers and suggested services that might be impacted by your change request, ensuring that you have all the insights needed to make informed decisions before making a change. Add access control lists for security in AI agents Enable security settings to run AI agents and agentic workflows using ACLs and user identities. You can configure and manage the ACLs in AI Agent Studio. Certificate renewal AI agent Use the Now Assist certificate renewal AI agentic workflow to automatically renew certificates before they expire. You can perform the following with the Now Assist certificate renewal AI agent: Renew individual certificates Find all certificates about to expire Renew all certificates about to expire in a single prompt Utilize the triage and analyze alerts agentic workflow in the context of an incident Initiate the triage and analyze alerts agentic workflow from the Now Assist panel in the context of the incident form to perform all the functions of the workflow. This workflow automatically assigns, acknowledges, and summarizes origin alerts, determines their significance through historical analysis, and analyzes related incidents.
Australia	No updates for this release.

Changes

Between your current release family and Australia, some changes were made to existing ServiceNow Otto for IT Operations Management (ITOM) features.


Release	Release notes
Zurich	Zurich Patch 12 Now Assist > ServiceNow Otto® announcement Zurich Patch 5 Changes to Now Assist usage measurement AIOps AI agents removed from the analyze alert impact agentic workflow Four AIOps AI agents have been removed from the analyze alert impact agentic workflow because they're now available in the manage alerts autonomously agentic workflow. AI agents for Dynatrace, Kentik, and New Relic remain in the analyze alert impact agentic workflow to help you learn about and respond to alerts. AIOps LEAP rebranding AIOps LEAP is renamed as Learning-Enhanced Automation Platform reflecting expanded scope beyond just Playbook creation. Service Operations Workspace (SOW) Integration Playbooks appear in SOW module. Data Range Display The AIOps LEAP landing page shows analyzed data date range for automation teams to be aware of time-ranges of analysis. Zurich Patch 4
Australia	No updates for this release.

Removed

Between your current release family and Australia, some ServiceNow Otto for IT Operations Management (ITOM) 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 IT Operations Management (ITOM) features or functionality were deprecated.


Release	Release notes
Zurich	In Zurich Patch 12, the Google Gemini Cloud Assist agent is being prepared for future deprecation. To continue receiving Google Cloud insights, use the analyze alert impact agentic workflow which includes the Gemini Cloud Assist A2A Investigation Agent. For configuration instructions, see [Placeholder link text to key configure-integration-agents-for-now-assist]. In Zurich Patch 7, the Dynatrace analysis AI agent is being prepared for future deprecation. To continue getting Dynatrace insights in agentic workflows, deactivate the Dynatrace analysis AI agent and set up the Dynatrace MCP server agent. For configuration details, see Configure the Dynatrace MCP server agent.
Australia	No updates for this release.

Activation information

Review information on how to activate ServiceNow Otto for IT Operations Management (ITOM).


Release	Release notes
Zurich	Install AIOps Experience [sn_sow_aiops] and ServiceNow Otto for ITOM from the ServiceNow Store.
Australia	No updates for this release.

Additional requirements

If any additional requirements were introduced or changed for ServiceNow Otto for IT Operations Management (ITOM) we have noted them here.


Release	Release notes
Zurich	The ServiceNow Otto for ITOM application requires an ITOM Pro Plus or Enterprise Plus license.
Australia	No updates for this release.

Browser requirements

If any specific browser requirements were introduced or changed for ServiceNow Otto for IT Operations Management (ITOM) 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 IT Operations Management (ITOM), such as specific requirements or compliance levels.


Release	Release notes
Zurich
Australia	No updates for this release.

Localization information

If there are specific localization considerations for ServiceNow Otto for IT Operations Management (ITOM) 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 IT Operations Management (ITOM) 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 ITOM. Your product entitlements remain unchanged. Check your entitlements to determine your access to specific features. Use the Microsoft Azure and Google Cloud AI agents for deeper analysis in the analyze alert impact agentic workflow. Zurich Patch 9 Use the ITOM MCP Server with an MCP client application to investigate alerts, review configuration item (CI) reliability, assess incident impact, and create service level objectives (SLOs). Zurich Patch 8 AIOps LEAP added support for new third-party model Claude Sonnet 4.6. Auto-generate service level objectives (SLOs) to help teams track service reliability in SRM. Zurich Patch 7 Use the Dynatrace Model Context Protocol (MCP) server agent for deeper analysis in the analyze alert impact and manage alerts autonomously agentic workflows. Analyze a Service Observability dashboard to find performance insights. Understand service health by analyzing all available Service Observability dashboards for a service. Expand support for 3P AI Model in AIOps LEAP to include additional model options across Small (OpenAI GPT-4o mini, Claude Haiku 4.5, Gemini 2.0 Flash) and Large (OpenAI GPT-4o, Claude Sonnet 4.5, Gemini 2.0 Pro) tracks. Zurich Patch 5 Review changes to Now Assist usage measurement. Now Assist skills used in the analyze potential impact agentic workflow are turned on by default. Use the new manage alerts autonomously workflow to efficiently manage alerts and minimize resolution times, including an AI agent for triage, impact analysis, and root cause investigation. [Placeholder link text to key aiops-leap] Create Knowledge Base articles with embedded command snippets Guided chat workflow to create and manage Playbook and KBs Break large groups into targeted sub-groups using generative AI Generate comprehensive resolution steps from multiple web sources Regenerate resolutions when new data sources are enabled Zurich Patch 4 View an error analysis by Now Assist in Agent Client Collector. Additional role configuration required for agentic workflows and AI agents included with your applications. Zurich Patch 1 Get deeper impact analysis in the analyze alert impact agentic workflow with five new AI agents. Enhance security for Now Assist AI agents with access control lists (ACLs). Find all TLS certificates expiring within a determined time and renew them in a single prompt. Use the triage and analyze alert agentic workflow to perform initial triage and analysis in the context of an incident. Review Alert analysis, and relevant information for new mixed alert groups in the Now Assist panel to help investigate alerts more effectively. See ServiceNow Otto for ITOM for more information.
Australia	No updates for this release.