--- sourceDocument: zurich Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/delta-xanadu-zurich Release : - zurich ft:locale : - en-US ft:publication_title : - zurich Combined Product Files ft:clusterId : - delta3zx bundleId : - delta3zx --- # Combined Recommended Actions for Operational Technology Service Management (OTSM) release notes for upgrades from Xanadu to Zurich # Combined Recommended Actions for Operational Technology Service Management (OTSM) release notes for upgrades from Xanadu to Zurich {#ariaid-title1} Release version: Zurich Updated October 8, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 5 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 Xanadu to Zurich This consolidated guide provides ServiceNow customers with essential information for upgrading Recommended Actions for Operational Technology Service Management (OTSM) from the Xanadu release to Zurich. It highlights new features, changes, deprecations, activation steps, and accessibility updates to help you prepare and execute a smooth upgrade process. Show full answer Show less ## Key Features * **Recommended Actions for OT Incidents:** Starting in Yokohama, you can apply Recommended Actions to Operational Technology incidents to view relevant actions that assist in resolving issues efficiently. * **Contextualization of External Documents (Zurich):** The ability to contextualize an external document provides explanations on why the document is relevant to the selected OT incident, enhancing incident analysis. * **Now LLM Service Deprecation (Zurich Patch 11):** The Now LLM Service is no longer the default model for new or inactive AI assets; a third-party LLM is now selected by default, though manual selection of Now LLM remains available. * **User Interface Enhancements:** * Recommended Actions button added to the Industrial Workspace to quickly access the Recommended Actions panel. * Contextualize UI action added in Zurich to the Recommendations panel for linking external documents. * Introduction of the Coral theme as the new default for portals, web, and mobile experiences with Next Experience or Core UI enabled, including a dark theme option to improve readability and reduce eye strain. * **AI Enhanced Recommended Actions for OTSM:** Available in Zurich Patch 7, this feature allows access to external sources relevant to OT incidents, providing deeper insights. * **ServiceNow Otto Integration:** The conversational AI platform is integrated into ServiceNow workflows, offering agentic capabilities and supporting multimodal interactions for autonomous orchestration across systems. ## Upgrade and Activation Guidance * **Pre- and Post-Upgrade Tasks:** Customers should review and complete any necessary upgrade tasks outlined for Zurich to ensure system stability and feature accessibility. * **Installation:** Recommended Actions for OTSM and AI Enhanced Recommended Actions for OTSM must be installed by requesting them through the ServiceNow Store. Detailed version history and release notes are available there for reference. ## Other Considerations * **No Removals or Additional Requirements:** No features were removed or additional system requirements introduced between Xanadu and Zurich releases. * **Browser and Accessibility:** No changes in browser support requirements. Accessibility improvements include the new dark theme option to enhance usability for all users. * **Localization:** No localization changes were introduced in these releases. ## Practical Benefits for ServiceNow Customers * Enhanced incident resolution efficiency through actionable recommendations tailored for OT incidents. * Improved user experience with streamlined UI elements and modern theming options. * Greater insight and context with AI-enhanced features and document contextualization. * Continued support and flexibility with LLM service options and integration with ServiceNow's conversational AI platform. Consolidated page of all release notes for Recommended Actions for Operational Technology Service Management (OTSM) from Xanadu to Zurich. ## 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 Xanadu to Zurich. 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 Zurich Before you upgrade to Zurich, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-recommendedactionsforoperationaltechnologyservicemanagementotsm-summary__entry__2} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## New features Between your current release family and Zurich, new features were introduced for Recommended Actions for Operational Technology Service Management (OTSM). {#dfrn3-recommendedactionsforoperationaltechnologyservicemanagementotsm-summary__entry__10} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | [Apply Recommended Actions to your Operational Technology incidents](https://www.servicenow.com/docs/access?context=use-recommended-actions-ot-incidents&family=yokohama&ft:locale=en-US) : Use Recommended Actions to see relevant actions that can help resolve your OT incidents. | | 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. | [ ] ## Changes Between your current release family and Zurich, some changes were made to existing Recommended Actions for Operational Technology Service Management (OTSM) features. {#dfrn3-recommendedactionsforoperationaltechnologyservicemanagementotsm-summary__entry__18} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | [Recommended actions button](https://www.servicenow.com/docs/access?context=use-recommended-actions-ot-incidents&family=yokohama&ft:locale=en-US) : The Recommended actions button was added to the Industrial Workspace to access the Recommended Actions panel for an OT incident. | | 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. | [ ] ## Removed Between your current release family and Zurich, some Recommended Actions for Operational Technology Service Management (OTSM) features or functionality were removed. {#dfrn3-recommendedactionsforoperationaltechnologyservicemanagementotsm-summary__entry__26} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Deprecations Between your current release family and Zurich, some Recommended Actions for Operational Technology Service Management (OTSM) features or functionality were deprecated. {#dfrn3-recommendedactionsforoperationaltechnologyservicemanagementotsm-summary__entry__34} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | 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 | |-|-| | Xanadu | No updates for this release. | | Yokohama | Activation information : Install Recommended Actions for OTSM by requesting it 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=yokohama&ft:locale=en-US). Important: Recommended Actions for OTSM is available in the ServiceNow Store. For details, see the "Activation information" section of these 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. | [ ] ## 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 | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | 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 | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | 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 | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | 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. | [ ] ## 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 | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | 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 | |-|-| | Xanadu | No updates for this release. | | Yokohama | 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=yokohama&ft:locale=en-US) for more information. | | 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. | [ ]