Recommended Actions for Operational Technology Service Management (OTSM) release notes
Summarize
Summary of Recommended Actions for Operational Technology Service Management (OTSM) release notes
Recommended Actions for Operational Technology Service Management (OTSM), introduced in the Zurich release, enables ServiceNow customers to accelerate triage and issue resolution within the Industrial Workspace, particularly for Operational Technology (OT) incidents. This feature delivers real-time, context-aware actionable recommendations to improve incident management efficiency.
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The feature integrates with ServiceNow Otto®, the conversational AI platform that supports autonomous orchestration and multimodal interactions across web, mobile, and messaging channels, enhancing workflow automation and user experience.
Key Features
- Recommended Actions for OTSM: Provides relevant, context-driven recommended actions to users based on the specific OT incident record, streamlining problem resolution.
- AI Enhanced Recommended Actions: Allows contextualization of external documents, explaining their relevance to a particular OT incident to support informed decision-making.
- Now LLM Service Update: From Zurich Patch 11, the default AI model provider for new or inactive AI assets has switched from Now LLM Service to a third-party large language model, with Now LLM Service still available for manual selection.
- User Interface Enhancements: Addition of a “Recommended Actions” button in the Industrial Workspace and a “Contextualize” UI action to facilitate access to recommendations and document relevance explanations.
- Coral Theme: Introduced as the default theme for new portal, web, and mobile experiences, featuring a fresh, brand-neutral look with an optional dark mode to improve readability and reduce eye strain.
- Plugins: Two new plugins—AI Enhanced Recommended Actions (com.snaienhancedra) and Recommended Actions for OTSM (com.snotsmra)—are available through the ServiceNow Store.
Activation and Accessibility
Customers can activate these capabilities by requesting installation of the Recommended Actions for OTSM and AI Enhanced Recommended Actions plugins via the ServiceNow Store. The Coral theme’s dark mode option supports accessibility and user comfort across web and mobile platforms.
Practical Impact for ServiceNow Customers
By implementing Recommended Actions for OTSM, customers can expect faster triage and resolution of OT incidents through AI-driven, context-specific recommendations. The integration with ServiceNow Otto enhances automation and conversational AI capabilities, enabling more efficient cross-system workflows. UI improvements and theme options contribute to a better user experience in the Industrial Workspace.
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.
Now Assist > ServiceNow Otto announcement
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.
Recommended Actions for OTSM highlights for the Zurich release
- The Now LLM Service is no longer the default model provider for new or inactive AI assets.
- 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 11
- Now LLM service deprecation
- 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
- 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
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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.