--- sourceDocument: zurich Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/delta-yokohama-zurich Release : - zurich ft:locale : - en-US ft:publication_title : - zurich Combined Product Files ft:clusterId : - delta3zy bundleId : - delta3zy --- # Combined ServiceNow Otto for Legal Service Delivery (LSD) release notes for upgrades from Yokohama to Zurich # Combined ServiceNow Otto for Legal Service Delivery (LSD) release notes for upgrades from Yokohama to Zurich {#ariaid-title1} Release version: Zurich Updated October 8, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 8 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 Legal Service Delivery (LSD) Release Notes from Yokohama to Zurich This consolidated release notes document provides ServiceNow customers with a comprehensive guide to the updates, new features, changes, and important upgrade information for ServiceNow Otto for Legal Service Delivery (LSD) spanning from the Yokohama release to the Zurich release. It serves as a practical resource to prepare for and understand the impact of upgrading to Zurich, highlighting enhancements in AI capabilities, user experience, security configurations, and integration options. Show full answer Show less ## New Features * **Long Term Stable (LTS) Models:** Now LLM Service includes LTS models that offer extended stability windows specifically beneficial for regulated industries. These models support governance, monitoring, and compliance controls. * **Default Activation of AI Skills:** For new customers, designated generative AI skills are enabled automatically upon installation. Existing customers upgrading from Yokohama Patch 11 or Australia Early Access will see any unconfigured skills activated by default, while previously deactivated skills remain off. * **Additional AI Model Providers:** Google Gemini and AWS Claude are now supported as third-party AI model providers alongside Now LLM Service and Azure OpenAI, extending options for AI skill and agent integration. * **Conversational Intake for Conflict of Interest (COI):** The Zurich release introduces a natural language conversational interface for submitting COI requests, improving ease of use within the base system. * **Summarization Enhancements:** Summaries for legal requests and matters now incorporate data from extended practice area tables, delivering richer context and improved insight. * **New User Interface Themes:** The Coral theme is introduced as the default for portals, web, and mobile experiences, featuring brand-neutral illustrations and a dark mode option to enhance usability and readability. * **ServiceNow Otto Branding:** The AI platform formerly known as Now Assist is rebranded as ServiceNow Otto, emphasizing conversational AI capabilities, multimodal interaction support, and autonomous workflow orchestration across systems. ## Changes * **Role and Security Configuration:** Agentic workflows and AI agents now require explicit role assignments to function correctly. Administrators must add installed roles for user access controls and data permissions to enable these features. * **AI Usage Measurement:** The AI usage accounting model has shifted from a rolling 365-day look-back to a 365-day burn-down model that resets on the contract anniversary, impacting how consumption is tracked and managed. ## Removed and Deprecated Features No features or functionalities were removed or deprecated between Yokohama and Zurich releases. ## Activation and Installation ServiceNow Otto for Legal Service Delivery (LSD) is available for installation via the ServiceNow Store. Customers should request the application through the store and refer to the store's version history release notes for cumulative update details. ## Additional Requirements and Compatibility * **Browser Support:** The application supports the latest stable versions of popular web browsers. Customers should consult ServiceNow's Browser Support documentation to ensure compatibility. * **Accessibility and Localization:** There are no new updates affecting accessibility or localization requirements in these releases. ## Highlights for Customers * Automatic enabling of certain generative AI skills simplifies initial setup for new and upgrading customers. * Expanded AI model provider options give flexibility in choosing AI services that best fit organizational needs. * Conversational intake for COI requests streamlines legal workflows and improves user interaction. * Enhanced summarization capabilities provide richer, context-aware insights for legal matters. * Security enhancements require attention to role assignments to ensure AI workflows and agents function properly. * New UI themes improve the overall user experience with modern aesthetics and accessibility features like dark mode. * Understanding the updated AI usage measurement model is important for accurate tracking of AI consumption and licensing. Consolidated page of all release notes for ServiceNow Otto for Legal Service Delivery (LSD) from Yokohama to Zurich. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family ServiceNow Otto for Legal Service Delivery (LSD) release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Yokohama 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 Legal Service Delivery (LSD) to Zurich Before you upgrade to Zurich, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-servicenowottoforlegalservicedeliverylsd-summary__entry__2} | Release | Release notes | |-|-| | 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 Legal Service Delivery (LSD). {#dfrn3-servicenowottoforlegalservicedeliverylsd-summary__entry__8} | Release | Release notes | |-|-| | Yokohama | [Now LLM LTS support for ServiceNow Otto for Legal Service Delivery (LSD)](https://www.servicenow.com/docs/access?context=now-llm-model-updates&family=yokohama&ft:locale=en-US) : Long term stable (LTS) models are part of Now LLM Service and provide longer model stability windows for regulated industries. These models can integrate with tools to provide governance, monitoring, and compliance controls. [Some Now Assist skills are turned on by default](https://www.servicenow.com/docs/access?context=now-assist-skills-on-by-default&family=yokohama&ft:locale=en-US) : The new default behavior works as follows: * New customers: When you install a Now Assist product, designated skills are turned on automatically. * Existing customers who are upgrading (starting with Yokohama Patch 11): Any previously unconfigured skill is turned on automatically (the skill was never configured and turned on, then turned off again). Previously configured skills that were turned on, then off, remain inactive. [New third-party AI model provider options available for all Now Assist applications](https://www.servicenow.com/docs/access?context=exploring-large-language-models&family=yokohama&ft:locale=en-US) : Google Gemini and AWS Claude are available for Now Assist skills and AI agents in addition to Now LLM Service and Azure OpenAI. | | Zurich | [Conversational intake for COI](https://www.servicenow.com/docs/access?context=now-assist-lsd-convi&family=zurich&ft:locale=en-US) : Submit a Conflict of Interest (COI) request through a natural language conversation. The conversational intake for Legal Conflict of Interest is available in the base system. [Now LLM LTS support for ServiceNow Otto for Legal Service Delivery (LSD)](https://www.servicenow.com/docs/access?context=now-llm-model-updates&family=zurich&ft:locale=en-US) : Long term stable (LTS) models are part of Now LLM Service and provide longer model stability windows for regulated industries. These models can integrate with tools to provide governance, monitoring, and compliance controls. [Some generative AI skills are turned on by default](https://www.servicenow.com/docs/access?context=now-assist-skills-on-by-default&family=zurich&ft:locale=en-US) : The new default behavior works as follows: * New customers: When you install an AI product, designated skills are turned on automatically. * Existing customers who are upgrading (starting with Australia Early Access): Any previously unconfigured skill is turned on automatically (the skill was never configured and turned on, then turned off again). Previously configured skills that were turned on, then off, remain inactive. [New third-party AI model provider options available for all AI applications](https://www.servicenow.com/docs/access?context=exploring-large-language-models&family=zurich&ft:locale=en-US) : Google Gemini and AWS Claude are available for generative AI skills and AI agents, in addition to Now LLM Service and Azure OpenAI. | [ ] ## Changes Between your current release family and Zurich, some changes were made to existing ServiceNow Otto for Legal Service Delivery (LSD) features. {#dfrn3-servicenowottoforlegalservicedeliverylsd-summary__entry__14} | Release | Release notes | |-|-| | Yokohama | [Some Now Assist skills are turned on by default](https://www.servicenow.com/docs/access?context=now-assist-skills-on-by-default&family=yokohama&ft:locale=en-US) : The new default behavior works as follows: * New customers: When you install a Now Assist product, designated skills are turned on automatically. * Existing customers who are upgrading (starting with Yokohama Patch 11): Any previously unconfigured skill is turned on automatically (the skill was never configured and turned on, then turned off again). Previously configured skills that were turned on, then off, remain inactive. [Role configuration required for agentic workflows and AI agents](https://www.servicenow.com/docs/access?context=aia-role-masking&family=yokohama&ft:locale=en-US) : Agentic workflows and AI agents included with Now Assist applications require additional security configuration. If you select Users with selected roles for your user access security controls for an agentic workflow or AI agent, you must add the installed roles, or they will not execute. Data access settings must also include these roles. See the documentation for the agentic workflow or AI agent for the specific roles you must add. | | Zurich | [ServiceNow AI implementation](https://www.servicenow.com/docs/access?context=sn-ai-implementation-landing&family=zurich&ft:locale=en-US) : 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. [Summarize request and matters](https://www.servicenow.com/docs/access?context=now-assist-lsd-summarize-case&family=zurich&ft:locale=en-US) : Summarization now includes data from extended practice area tables, providing context‑rich summaries for your legal requests and matters. [Changes to Now Assist usage measurement](https://www.servicenow.com/docs/access?context=monitoring-now-assist-usage&family=zurich&ft:locale=en-US) : Starting with Australia Early Access, AI usage measurement is transitioning from a 365-day look-back model to a 365-day burn-down model, with usage resetting at the contract anniversary date. For more information, refer to [KB KB2704710: AI Usage - Overview \& New Measurement Logic](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2704710). [Some generative AI skills are turned on by default](https://www.servicenow.com/docs/access?context=now-assist-skills-on-by-default&family=zurich&ft:locale=en-US) : The new default behavior works as follows: * New customers: When you install an AI product, designated skills are turned on automatically. * Existing customers who are upgrading (starting with Australia Early Access): Any previously unconfigured skill is turned on automatically (the skill was never configured and turned on, then turned off again). Previously configured skills that were turned on, then off, remain inactive. [Role configuration required for agentic workflows and AI agents](https://www.servicenow.com/docs/access?context=aia-role-masking&family=zurich&ft:locale=en-US) : Agentic workflows and AI agents included with your applications require additional security configuration. If you select Users with selected roles for your user access security controls for an agentic workflow or AI agent, you must add the installed roles, or they will not execute. See the documentation for the agentic workflow or AI agent for the specific roles you must add. 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. 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. | [ ] ## Removed Between your current release family and Zurich, some ServiceNow Otto for Legal Service Delivery (LSD) features or functionality were removed. {#dfrn3-servicenowottoforlegalservicedeliverylsd-summary__entry__20} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Deprecations Between your current release family and Zurich, some ServiceNow Otto for Legal Service Delivery (LSD) features or functionality were deprecated. {#dfrn3-servicenowottoforlegalservicedeliverylsd-summary__entry__26} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Activation information Review information on how to activate ServiceNow Otto for Legal Service Delivery (LSD). {#dfrn3-servicenowottoforlegalservicedeliverylsd-summary__entry__32} | Release | Release notes | |-|-| | Yokohama | Activation information : Install ServiceNow Otto for Legal Service Delivery (LSD) 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: ServiceNow Otto for Legal Service Delivery (LSD) is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | | Zurich | Activation information : Install ServiceNow Otto for Legal Service Delivery (LSD) 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 Legal Service Delivery (LSD) 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 Legal Service Delivery (LSD) we have noted them here. {#dfrn3-servicenowottoforlegalservicedeliverylsd-summary__entry__38} | Release | Release notes | |-|-| | 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 Legal Service Delivery (LSD) we have noted them here. {#dfrn3-servicenowottoforlegalservicedeliverylsd-summary__entry__44} | Release | Release notes | |-|-| | Yokohama | Browser requirements : The ServiceNow Otto for Legal Service Delivery (LSD) application works with the latest stable versions of popular web browsers. To find the list of supported browsers, see [Browser support](https://www.servicenow.com/docs/access?context=browser-support&family=yokohama&ft:locale=en-US). | | Zurich | Browser requirements : The ServiceNow Otto for Legal Service Delivery (LSD) application works with the latest stable versions of popular web browsers. To find the list of supported browsers, see [Browser support](https://www.servicenow.com/docs/access?context=browser-support&family=zurich&ft:locale=en-US). | [ ] ## Accessibility information Review details on accessibility information for ServiceNow Otto for Legal Service Delivery (LSD), such as specific requirements or compliance levels. {#dfrn3-servicenowottoforlegalservicedeliverylsd-summary__entry__50} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Localization information If there are specific localization considerations for ServiceNow Otto for Legal Service Delivery (LSD) we have noted them here. {#dfrn3-servicenowottoforlegalservicedeliverylsd-summary__entry__56} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Highlight information If there are specific highlight considerations for ServiceNow Otto for Legal Service Delivery (LSD) we have noted them here. {#dfrn3-servicenowottoforlegalservicedeliverylsd-summary__entry__62} | Release | Release notes | |-|-| | Yokohama | Yokohama Patch 11 * Some Now Assist skills are now turned on by default. * Additional role configuration is required for agentic workflows and AI agents included with Now Assist applications. Yokohama Patch 6 * Use Google Gemini and Anthropic Claude on AWS as AI model providers for Now Assist skills and AI agents in addition to Now LLM Service and Azure OpenAI. See [Explore](https://www.servicenow.com/docs/access?context=now-assist-lsd-exploring&family=yokohama&ft:locale=en-US) for more information. | | 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 Legal Service Delivery (LSD). Check your entitlements to determine your access to specific features. [Zurich Patch 7](https://www.servicenow.com/docs/access?context=zurich-patch-7&family=zurich&ft:locale=en-US) * Disclose conflicts of interest using natural language from Now Assist in Virtual Agent rather than having to fill out intake forms. * Legal Request and Matter summarization now considers data from extended practice area tables when summarizing. [Zurich Patch 5](https://www.servicenow.com/docs/access?context=zurich-patch-5&family=zurich&ft:locale=en-US) * Review changes to Now Assist usage measurement. [Zurich Patch 4](https://www.servicenow.com/docs/access?context=zurich-patch-4&family=zurich&ft:locale=en-US) * Some Now Assist skills are now turned on by default. * Additional role configuration required for agentic workflows and AI agents included with your applications. [Zurich Patch 1](https://www.servicenow.com/docs/access?context=zurich-patch-1&family=zurich&ft:locale=en-US) * Use Google Gemini and Anthropic Claude on AWS as AI model providers for Now Assist skills and AI agents in addition to Now LLM Service and Azure OpenAI. See [ServiceNow Otto for Legal Service Delivery (LSD)](https://www.servicenow.com/docs/access?context=now-assist-lsd-landing&family=zurich&ft:locale=en-US) for more information. | [ ]