Operational Technology Incident Management release notes
The ServiceNow® Operational Technology Incident Management application enables engineers to resolve Operational Technology (OT) device and production process issues. Operational Technology Incident Management was enhanced and updated in the Australia release.
Operational Technology Incident Management highlights for the Australia release
Australia Patch 4
- The Now LLM Service is no longer the default model provider for new or inactive AI assets.
Australia Patch 1
- The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available.
Australia Early Availability
- 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.
- Report an OT incident without an OT incident role using the Employee Center for OT.
See Operational Technology Incident Management for more information.
Important:
Operational Technology Incident Management is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.
New in the Australia release
- Australia Patch 4
- 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.
- Australia Patch 1
- ServiceNow product tiers
- The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:
- Foundation: AI basics to deliver insights
- Advanced: AI to boost productivity across relevant use cases
- Prime: Act autonomously with all AI assets, and create your own
Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.
- Australia Early Availability
- Summarize an OT incident by using Now Assist for OTSM
- With Now Assist for Operational Technology Service Management (OTSM), summarize an OT incident using the Summarize UI action to produce a concise summary of the incident.
- Generate resolution notes for an OT incident by using Now Assist for OTSM
- With Now Assist for OTSM, automatically generate resolution notes for an OT incident using the Generate resolution notes UI action to produce a concise summary of the incident.
- Generate a KB article using an agentic workflow included in Now Assist for OTSM
- With Now Assist for OTSM, 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
- Use the Employee Center for OT to report an OT incident
- Create an OT incident as a user without an OT incident role with the Report OT incident item in the Employee Center for OT.
UI changes
- Australia Early Availability
- Summarize UI action
- The Summarize UI action was added to OT incident records in the Industrial Workspace so you can automatically summarize the incident details.
- Generate resolution notes UI action
- The Generate resolution notes UI action was added to OT incident records in the Industrial Workspace so you can generate resolution notes after the incident state is set to Resolved.Note:This UI action appears after the OT incident state is set to Resolved.
- Catalog item for reporting an OT incident
- The Report OT incident item has been added to the OT Service Catalog for use in the Employee Center for OT.
Changed in this release
- Australia Early Availability
- Admin role dependency
- Several new granular admin roles have been added, which enable developers to complete administrative configuration tasks without requiring the full admin role.
Activation information
Install Operational Technology Incident 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.