--- 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 ServiceNow Otto for Operational Technology (OT) Service Management release notes for upgrades from Xanadu to Zurich # Combined ServiceNow Otto for Operational Technology (OT) Service Management 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 ServiceNow Otto for Operational Technology (OT) Service Management Release Notes for Upgrades from Xanadu to Zurich This consolidated guide assists ServiceNow customers in preparing for upgrades of ServiceNow Otto for Operational Technology (OT) Service Management from the Xanadu release through to Zurich. It compiles all new features, changes, deprecated items, and activation information relevant to these release families to provide a clear upgrade path and highlight enhancements. Show full answer Show less ## Key Features Introduced in Zurich * **Now LLM Service Deprecation:** The Now LLM Service is no longer the default large language model (LLM) provider for new or inactive AI assets. Instead, a third-party LLM is selected by default, though the Now LLM Service remains available for manual selection and existing configurations. * **Incident Summarization:** Users can now automatically generate concise summaries of OT incidents via a new Summarize UI action within the Industrial Workspace, enabling faster understanding of incident context. * **Resolution Notes Automation:** A Generate resolution notes UI action allows automatic creation of resolution notes once an OT incident is marked as Resolved, improving efficiency in documentation. * **Automatic Knowledge Base (KB) Article Creation:** When an OT incident is resolved, a KB article can be automatically generated containing key details such as Site, OT Device, Equipment model entity, summarization, resolution notes, KB base, and author information. This supports knowledge sharing and incident resolution reuse. ## Changes to Existing Features * **Branding Update:** The AI experience brand has been renamed to ServiceNow Otto, reflected in product names including the transition from Now Assist for OTSM to ServiceNow Otto for OT Service Management. Product entitlements remain unchanged. * **New UI Actions Added:** The Summarize and Generate resolution notes UI actions were added to OT incident records in the Industrial Workspace to streamline incident handling and documentation. ## Deprecations and Removed Features No features or functionalities were removed or deprecated between the Xanadu and Zurich releases beyond the change in default LLM provider noted above. ## Upgrade and Activation Guidance * **Upgrade Preparation:** Customers should review and complete pre- and post-upgrade tasks specific to ServiceNow Otto for OT Service Management to ensure a smooth transition to Zurich. * **Activation:** ServiceNow Otto for OT Service Management is available through the ServiceNow Store. Customers must request installation via the store to activate the product. * **Entitlements:** Check existing product entitlements to confirm access to specific features after the upgrade and rebranding. ## Additional Information * No changes were noted in browser requirements, accessibility, localization, or highlight information across the upgrade releases. * Zurich patches introduced incremental improvements such as agentic workflows to generate KB articles and enhance OT incident summarization and resolution note generation. By upgrading to Zurich, ServiceNow customers gain enhanced AI-driven automation and knowledge management capabilities within OT Service Management, enabling faster incident resolution, improved documentation, and streamlined workflows under the unified ServiceNow Otto brand. Consolidated page of all release notes for ServiceNow Otto for Operational Technology (OT) Service Management from Xanadu to Zurich. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family ServiceNow Otto for Operational Technology (OT) Service Management 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 ServiceNow Otto for Operational Technology (OT) Service Management to Zurich Before you upgrade to Zurich, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-servicenowottoforoperationaltechnologyotservicemanagement-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 ServiceNow Otto for Operational Technology (OT) Service Management. {#dfrn3-servicenowottoforoperationaltechnologyotservicemanagement-summary__entry__10} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | 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. [Summarize an OT incident](https://www.servicenow.com/docs/access?context=summarize-ot-incident-now-assist&family=zurich&ft:locale=en-US) : Automatically summarize an OT incident using the Summarize UI action to produce a concise summary of the incident. [Generate resolution notes](https://www.servicenow.com/docs/access?context=generate-resolution-notes-ot-incident&family=zurich&ft:locale=en-US) : Automatically generate resolution notes for an OT incident using the Generate resolution notes UI action to produce a concise summary of the incident. [Generate OT KB articles](https://www.servicenow.com/docs/access?context=agent-ot-knowledge-generator&family=zurich&ft:locale=en-US) : 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 | [ ] ## Changes Between your current release family and Zurich, some changes were made to existing ServiceNow Otto for Operational Technology (OT) Service Management features. {#dfrn3-servicenowottoforoperationaltechnologyotservicemanagement-summary__entry__18} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | [Now Assist for OTSM to ServiceNow Otto for OT Service Management name change](https://www.servicenow.com/docs/access?context=now-assist-for-operational-technology-service-management&family=zurich&ft:locale=en-US) : ServiceNow Otto is the new AI experience brand. This change is reflected in the name of ServiceNow products, including Now Assist for OTSM. Your product entitlements remain unchanged. Check your entitlements to determine your access to specific features. [Summarize UI action](https://www.servicenow.com/docs/access?context=summarize-ot-incident-now-assist&family=zurich&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=generate-resolution-notes-ot-incident&family=zurich&ft:locale=en-US) : 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. | [ ] ## Removed Between your current release family and Zurich, some ServiceNow Otto for Operational Technology (OT) Service Management features or functionality were removed. {#dfrn3-servicenowottoforoperationaltechnologyotservicemanagement-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 ServiceNow Otto for Operational Technology (OT) Service Management features or functionality were deprecated. {#dfrn3-servicenowottoforoperationaltechnologyotservicemanagement-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 ServiceNow Otto for Operational Technology (OT) Service Management. {#dfrn3-servicenowottoforoperationaltechnologyotservicemanagement-summary__entry__42} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | Activation information : Install ServiceNow Otto for OT Service Management 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=zurich&ft:locale=en-US). Important: ServiceNow Otto for OT Service Management is 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 ServiceNow Otto for Operational Technology (OT) Service Management we have noted them here. {#dfrn3-servicenowottoforoperationaltechnologyotservicemanagement-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 ServiceNow Otto for Operational Technology (OT) Service Management we have noted them here. {#dfrn3-servicenowottoforoperationaltechnologyotservicemanagement-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 ServiceNow Otto for Operational Technology (OT) Service Management, such as specific requirements or compliance levels. {#dfrn3-servicenowottoforoperationaltechnologyotservicemanagement-summary__entry__66} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Localization information If there are specific localization considerations for ServiceNow Otto for Operational Technology (OT) Service Management we have noted them here. {#dfrn3-servicenowottoforoperationaltechnologyotservicemanagement-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 ServiceNow Otto for Operational Technology (OT) Service Management we have noted them here. {#dfrn3-servicenowottoforoperationaltechnologyotservicemanagement-summary__entry__82} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | 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 12](https://www.servicenow.com/docs/access?context=zurich-patch-12&family=zurich&ft:locale=en-US) * Now Assist for Operational Technology Service Management (OTSM) has been changed to ServiceNow Otto for OT Service Management. [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) * 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. See [ServiceNow Otto for OT Service Management](https://www.servicenow.com/docs/access?context=now-assist-for-operational-technology-service-management&family=zurich&ft:locale=en-US) for more information. | [ ]