Now Assist for Operational Technology Service Management (OTSM) release notes

  • Release version: Zurich
  • Updated March 5, 2026
  • 2 minutes to read
    • Summarize
    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 Now Assist for Operational Technology Service Management (OTSM) Release Notes

    The ServiceNow® Now Assist for Operational Technology Service Management (OTSM) application, introduced in the Zurich release, facilitates the summarization of Operational Technology (OT) incident information and the generation of incident resolution notes. This application is designed to enhance operational efficiency in managing OT incidents.

    Show full answer Show less

    Key Features

    • OT Incident Summarization: Utilize the Summarize UI action to automatically create a concise summary of OT incidents, improving response times to user inquiries.
    • Automatic Resolution Notes: After an OT incident is marked as resolved, use the Generate resolution notes UI action to automatically generate resolution documentation.
    • Knowledge Base Article Generation: When an OT incident is resolved, an agentic workflow generates a KB article containing essential details like site, OT device, equipment model, summarization, and resolution notes.

    Activation Information

    To activate Now Assist for OTSM, request it from the ServiceNow Store. For more details on available applications and request submissions, refer to the ServiceNow Store website.

    Plugin Information

    The Zurich release includes the new plugin Now Assist for OTSM (com.snotsmgenai), which provides the features, AI agents, and workflows necessary for effective OT incident management.

    Related Applications

    The Operational Technology Incident Management application is also available, enabling engineers to swiftly resolve issues related to OT assets and production processes.

    The ServiceNow® Now Assist for Operational Technology Service Management (OTSM) application enables you to summarize Operational Technology (OT) incident information and generate incident resolution notes. Now Assist for OTSM is a new application in the Zurich release.

    Now Assist for OTSM highlights for the Zurich release

    Australia
    • 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 Now Assist for Operational Technology Service Management (OTSM) for more information.

    Important:
    Now Assist for OTSM is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.

    Now Assist for OTSM features

    Early Availability
    Summarize an Operational Technology incident by using Now Assist for Operational Technology Service Management (OTSM)
    Automatically summarize an OT incident using the Summarize UI action to produce a concise summary of the incident.
    Generate resolution notes for an Operational Technology incident
    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 agentic workflow
    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

    UI changes

    Australia
    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.

    Activation information

    Install Now Assist for OTSM 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.

    Plugin information

    New plugins

    The following plugins are new in Zurich:

    Now Assist for OTSM (com.sn_otsm_gen_ai): Contains the features, AI agents, and agentic workflows for Now Assist for OTSM.

    Related ServiceNow applications and features

    Operational Technology Incident Management
    The ServiceNow® Operational Technology Incident Management application enables engineers to resolve Operational Technology (OT) asset and production process issues quickly.