ServiceNow Otto for Collaborative Work Management (CWM) (CWM) release notes
Summarize
Summary of ServiceNow Otto for Collaborative Work Management (CWM) Release Notes
ServiceNow Otto for Collaborative Work Management (CWM) is a new application introduced in the Zurich release that leverages generative AI to enhance task efficiency within CWM. It integrates AI capabilities directly into Collaborative Work Management workflows, enabling faster value delivery and improved team productivity. The application is available for installation via the ServiceNow Store.
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Key Features
- Acceptance Criteria Generation: Automatically generate clear and consistent acceptance criteria for user stories using predefined templates and story context to align with organizational standards.
- Content Generation and Improvement: Use open-text prompts in Docs to generate, summarize, elaborate, or shorten content, helping to refine drafts and improve documentation productivity within CWM.
- Multiple AI Model Providers: Support for Google Gemini and Anthropic Claude on AWS is now available alongside existing providers like Now LLM Service and Azure OpenAI, offering flexibility in generative AI skills and AI agents.
- Now Assist Integration: A conversational AI panel in CWM enables users to generate tasks from Docs and add them directly to CWM Boards, improving workflow automation and collaboration.
Important Changes
- Default AI Skills Activation: From Zurich Patch 4, some generative AI skills are enabled by default for new customers and for existing customers upgrading if the skills were never configured before.
- Usage Measurement Update: Starting with Australia Early Access and continuing in Zurich Patch 5, AI usage measurement is moving from a 365-day look-back to a 365-day burn-down model, resetting usage at the contract anniversary, improving tracking accuracy.
Activation and Related Features
To activate ServiceNow Otto for CWM, request the application from the ServiceNow Store. This application complements Collaborative Work Management by adding AI-driven productivity enhancements. It also integrates with Now Assist, which provides generative AI capabilities for improved self-service, recommendations, and search effectiveness.
The AI Admin Hub console offers centralized management for configuring and monitoring Now Assist features, ensuring administrators can efficiently control AI usage within their organization.
The ServiceNow® ServiceNow Otto for Collaborative Work Management (CWM) (CWM) application uses generative AI skills to improve the time to value for tasks you perform in CWM. ServiceNow Otto for CWM is a new application in the Zurich release.
ServiceNow Otto for CWM highlights for the Zurich release
- Review changes to Now Assist usage measurement.
- In Zurich Patch 4, some Now Assist are now turned on by default.
- Use Google Gemini and Anthropic Claude on AWS as AI model providers for generative AI skills and AI agents, in addition to Now LLM Service and Azure OpenAI.
- Help increase the efficiency of your teams using the generative AI capabilities of ServiceNow Otto for CWM.
See Now Assist for Collaborative Work Management (CWM) for more information.
New in the Zurich release
- Generate acceptance criteria for stories in CWM
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Generate clear, consistent acceptance criteria for user stories with the acceptance criteria generation skill. By using story details as context and predefined templates, the skill helps you generate acceptance criteria in a format that aligns with your organizational requirements.
- Generate and improve content using open-text prompts
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Help improve your content and productivity with the ability to enter custom prompts directly in the Docs, alongside the Summarize, Elaborate, and Shorten options.
Generate content with ServiceNow Otto for CWM directly in your Docs. In addition, summarize existing sections, elaborate where needed, and refine drafts.
- New third-party AI model provider options available for all AI applications
- Google Gemini and AWS Claude are available for generative AI skills and AI agents, in addition to Now LLM Service and Azure OpenAI.
Changed in this release
- Zurich Patch 5
- Changes to Now Assist usage measurement
- 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.
- Zurich Patch 4
- Some generative AI skills are turned on by default
- 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.
Activation information
Install ServiceNow Otto for CWM by requesting it from the ServiceNow Store. Visit the ServiceNow Store 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.