---
sourceDocument: Zurich Release Notes
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/release-notes

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    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Release Notes

ft:clusterId :

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---

# ServiceNow Otto for Operational Technology (OT) Service Management release notes

# ServiceNow Otto for Operational Technology (OT) Service Management release notes {#ariaid-title1}

* Release version: Zurich
* 
* Updated July 20, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 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 ServiceNow Otto for Operational Technology (OT) Service Management release notes

ServiceNow Otto for Operational Technology (OT) Service Management is a new application introduced in the Zurich release that enhances OT incident management through AI-driven summarization and resolution note generation.
It leverages ServiceNow Otto, the platform's conversational AI integrated into workflows, to provide agentic capabilities and support multimodal interactions across web, mobile, and messaging channels.
Show full answer Show less  

## Key Features

* **OT Incident Summarization:** Automatically generate concise summaries of OT incident details via the new Summarize UI action within the Industrial Workspace.
* **Resolution Notes Generation:** Automatically create resolution notes for OT incidents once their state is set to Resolved, using the Generate resolution notes UI action.
* **KB Article Generation:** Agentic workflow that produces knowledge base articles from resolved OT incidents, capturing key information such as site, OT device, equipment model, entity, summarization, and resolution notes.
* **Now LLM Service Update:** From Zurich Patch 11, the Now LLM Service is deprecated as the default AI model provider for new or inactive AI assets. A third-party large language model is now the default, though the Now LLM Service remains available for manual selection.
* **Product Naming and Branding:** The application name changed from Now Assist for Operational Technology Service Management (OTSM) to ServiceNow Otto for OT Service Management as part of ServiceNow Otto rebranding, with no changes to entitlements.

## Activation and Installation

ServiceNow Otto for OT Service Management is available for installation via the ServiceNow Store. Customers must request the application from the store to activate its features.

## Related Applications

This application complements the ServiceNow Operational Technology Incident Management application, which supports engineers in resolving OT device and production process issues efficiently.

## Practical Benefits for ServiceNow Customers

* Save time and improve accuracy in documenting OT incidents by automating incident summarization and resolution note creation.
* Enhance knowledge sharing through automatic generation of detailed KB articles for resolved OT incidents.
* Leverage advanced AI capabilities integrated directly into ServiceNow workflows for improved operational efficiency.
* Stay current with AI model updates and branding changes without impact on existing entitlements.  
The ServiceNow®
ServiceNow Otto for Operational Technology (OT) Service Management application enables you to summarize Operational Technology (OT) incident information and generate incident resolution notes. ServiceNow Otto for OT Service Management is a new application in the Zurich release.

## Now Assist \> ServiceNow Otto announcement {#now-assist-for-operational-technology-service-management-otsm-rn__section_x3l_vbc_zjc}

Now Assist 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.{#now-assist-for-operational-technology-service-management-otsm-rn__section_x3l_vbc_zjc-1}

## ServiceNow Otto for OT Service Management highlights for the Zurich release {#now-assist-for-operational-technology-service-management-otsm-rn__now-assist-for-operational-technology-service-management-otsm-rn-highlights}

[Zurich Patch 12](https://www.servicenow.com/docs/nFEzte~_Oj3p5oe_IOj~iw "The Zurich Patch 12 release contains important problem fixes.")

* Now Assist for Operational Technology Service Management (OTSM) has been changed to ServiceNow Otto for OT Service Management.
{#now-assist-for-operational-technology-service-management-otsm-rn__ul_ncd_jsb_zjc}  
[Zurich Patch 11](https://www.servicenow.com/docs/JQLHTFYdMq84dtlOmcoOXA "The Zurich Patch 11 release contains important problem fixes.")

* The Now LLM Service is no longer the default model provider for new or inactive AI assets.
{#now-assist-for-operational-technology-service-management-otsm-rn__ul_rdm_2cm_rjc}  
[Zurich Patch 7](https://www.servicenow.com/docs/ai11xBL9BGVSGxoM1Poc4g "The Zurich Patch 7 release contains important problem fixes.")

* 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.
{#now-assist-for-operational-technology-service-management-otsm-rn__ul_vbz_vqm_rhc}

See [ServiceNow Otto for Operational Technology (OT) Service Management](https://www.servicenow.com/docs/access?context=now-assist-for-operational-technology-service-management&version=zurich&pubname=zurich-operational-technology&ft:locale=en-US) for more information.{#now-assist-for-operational-technology-service-management-otsm-rn__now-assist-for-operational-technology-service-management-otsm-rn-highlights-1}
Important:  
ServiceNow Otto for OT Service Management is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.

## ServiceNow Otto for OT Service Management features {#now-assist-for-operational-technology-service-management-otsm-rn__now-assist-for-operational-technology-service-management-otsm-rn-new-features}

**[Zurich Patch 11](https://www.servicenow.com/docs/JQLHTFYdMq84dtlOmcoOXA "The Zurich Patch 11 release contains important problem fixes.")**
[Now LLM service deprecation](https://www.servicenow.com/docs/access?context=exploring-large-language-models&version=zurich&pubname=zurich-intelligent-experiences&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.

**[Zurich Patch 7](https://www.servicenow.com/docs/ai11xBL9BGVSGxoM1Poc4g "The Zurich Patch 7 release contains important problem fixes.")**
[Summarize an OT incident](https://www.servicenow.com/docs/access?context=summarize-ot-incident-now-assist&version=zurich&pubname=zurich-operational-technology&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 for an Operational Technology incident](https://www.servicenow.com/docs/access?context=generate-resolution-notes-ot-incident&version=zurich&pubname=zurich-operational-technology&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 agentic workflow](https://www.servicenow.com/docs/access?context=agent-ot-knowledge-generator&version=zurich&pubname=zurich-operational-technology&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
    {#now-assist-for-operational-technology-service-management-otsm-rn__ul_wlh_4w5_yhc}

## UI changes {#now-assist-for-operational-technology-service-management-otsm-rn__now-assist-for-operational-technology-service-management-otsm-rn-ui-changes}

**[Zurich Patch 7](https://www.servicenow.com/docs/ai11xBL9BGVSGxoM1Poc4g "The Zurich Patch 7 release contains important problem fixes.")**
[Summarize UI action](https://www.servicenow.com/docs/access?context=summarize-ot-incident-now-assist&version=zurich&pubname=zurich-operational-technology&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&version=zurich&pubname=zurich-operational-technology&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.

## Changed in this release {#now-assist-for-operational-technology-service-management-otsm-rn__now-assist-for-operational-technology-service-management-rn-changed-features}

**[Zurich Patch 12](https://www.servicenow.com/docs/nFEzte~_Oj3p5oe_IOj~iw "The Zurich Patch 12 release contains important problem fixes.")**
[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&version=zurich&pubname=zurich-operational-technology&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.

## Activation information {#now-assist-for-operational-technology-service-management-otsm-rn__now-assist-for-operational-technology-service-management-otsm-rn-activation}

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/r/store-release-notes/sn-store-release-notes.html).{#now-assist-for-operational-technology-service-management-otsm-rn__now-assist-for-operational-technology-service-management-otsm-rn-activation-1}

## Plugin information {#now-assist-for-operational-technology-service-management-otsm-rn__now-assist-for-operational-technology-service-management-otsm-rn-plugin-info-new}

New plugins{#now-assist-for-operational-technology-service-management-otsm-rn__now-assist-for-operational-technology-service-management-otsm-rn-new-plugins}

:   The following plugins are new in Zurich:

    ServiceNow Otto for OT Service Management (com.sn_otsm_gen_ai): Contains the features, AI agents, and agentic workflows for ServiceNow Otto for OT Service Management.{#now-assist-for-operational-technology-service-management-otsm-rn__now-assist-for-operational-technology-service-management-otsm-rn-new-plugin}

## Related ServiceNow applications and features {#now-assist-for-operational-technology-service-management-otsm-rn__now-assist-for-operational-technology-service-management-otsm-rn-related-apps}

[Operational Technology Incident Management](https://www.servicenow.com/docs/access?context=operational-technology-incident-management-landing-page&version=zurich&pubname=zurich-operational-technology&ft:locale=en-US)
:   The ServiceNow®
    Operational Technology Incident Management application enables engineers to resolve Operational Technology (OT) device and production process issues quickly.