Recommended Actions for Operational Technology Service Management (OTSM) release notes

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read

    • 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

    Zurich Patch 7
    • 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.
    Zurich Early Availability
    • 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.

    Important:
    Recommended Actions for OTSM and AI Enhanced Recommended Actions for OTSM are available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.

    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

    Zurich Patch 7
    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.
    Zurich Early Availability
    Recommended actions button
    The Recommended actions button was added to the Industrial Workspace to access the Recommended Actions panel for an OT incident.
    Zurich Patch 1
    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

    Zurich Patch 1
    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.

    Related ServiceNow applications and features

    Operational Technology Incident Management
    With Recommended Actions for OTSM and AI Enhanced Recommended Actions for OTSM, you can manage and resolve your OT incidents with recommended actions.