Recommended Actions for Operational Technology Service Management (OTSM) release notes
Summarize
Summary of Recommended Actions for Operational Technology Service Management (OTSM) release notes
The Recommended Actions for Operational Technology Service Management (OTSM) is a new feature introduced in the Zurich release of ServiceNow. It enables customers to apply real-time, actionable recommendations to accelerate triage and resolution of issues across various records within the Industrial Workspace, particularly focusing on Operational Technology (OT) incidents.
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This feature integrates AI-enhanced capabilities to provide relevant external information and contextual insights directly related to OT incident records, helping users understand the relevance of documents and suggested actions.
Key Features
- AI Enhanced Recommended Actions: Access and review external sources linked to OT incidents with explanations on their relevance, improving decision-making during incident resolution.
- Contextualized External Documents: The system contextualizes documents, offering explanations for why they are pertinent to the selected OT incident.
- Recommendations Panel and UI Enhancements: Added a Contextualize action within the Industrial Workspace’s Recommendations panel and a Recommended Actions button, enabling quick access to relevant actions for OT incidents.
- Coral Theme: Introduces a fresh, brand-neutral default theme for portals, web, and mobile experiences with Next Experience or Core UI enabled, including an optional dark mode to improve readability and reduce eye strain.
- New Plugins: Two plugins are available for installation via the ServiceNow Store:
- AI Enhanced Recommended Actions (com.snaienhancedra)
- Recommended Actions for OTSM (com.snotsmra)
Activation and Usage
To enable these features, customers must request installation of the Recommended Actions for OTSM and AI Enhanced Recommended Actions plugins from the ServiceNow Store. This process allows access to all related capabilities and updates.
Benefits for ServiceNow Customers
- Speeds up OT incident triage and resolution by providing contextual, AI-driven recommendations and relevant external information.
- Enhances the Industrial Workspace user experience with intuitive UI elements to access recommendations quickly.
- Supports accessibility and usability improvements with the Coral theme and dark mode option.
- Integrates seamlessly with Operational Technology Incident Management for comprehensive OT service management.
The ServiceNow® Recommended Actions for Operational Technology Service Management (OTSM) allows you to set up and apply real-time actionable recommendations for speeding up the triage process and resolving issues quickly across various records in the Industrial Workspace, including Operational Technology (OT) incidents. Recommended Actions for OTSM is a new feature in the Zurich release.
Recommended Actions for OTSM highlights for the Zurich release
- Use the AI Enhanced Recommended Actions for OTSM feature to access external sources related to an OT incident and review why the document is relevant to the incident.
- Display relevant actions to users based on the context of an OT incident record.
See Recommended Actions for Operational Technology Service Management (OTSM) and AI Enhanced Recommended Actions for Operational Technology Service Management (OTSM) for more information.
Recommended Actions for OTSM features
- Zurich Patch 7
- Contextualize an external document
- Contextualize an external document to get an explanation of why the document is relevant to the selected OT incident.
- Zurich Early Availability
- Apply Recommended Actions to your Operational Technology incidents
- Use Recommended Actions to see relevant actions that can help resolve your OT incidents.
UI changes
- Contextualize UI action
- The Contextualize UI action was added to the Recommendations panel in the Industrial Workspace for external documents related to the selected OT incident.
- Recommended actions button
- The Recommended actions
button was added to the Industrial Workspace to access the Recommended Actions panel for an OT incident. - 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.
Plugin information
- New plugins
-
The following plugins are new in Zurich:
- AI Enhanced Recommended Actions (com.sn_ai_enhanced_ra): Contains the AI Enhanced Recommended Actions for OTSM experience.
- Recommended Actions for OTSM (com.sn_otsm_ra): Contains the Recommended Actions for OTSM experience.
Activation information
Install Recommended Actions for OTSM and AI Enhanced Recommended Actions for OTSM by requesting them 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.
Accessibility information
- 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.