Operational Technology Incident Management release notes
The ServiceNow® Operational Technology Incident Management application enables engineers to resolve Operational Technology (OT) device and production process issues. Operational Technology Incident Management was enhanced and updated in the Australia release.
About Operational Technology Incident Management
ServiceNow Otto 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.
- The Now LLM Service is being prepared for future deprecation.
- Now Assist for Operational Technology Service Management (OTSM) has been changed to ServiceNow Otto for OT Service Management.
- The Now LLM Service is no longer the default model provider for new or inactive AI assets.
- The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available.
- 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.
- Report an OT incident without an OT incident role using the Employee Center for OT.
See Operational Technology Incident Management for more information.
Activation and other requirements
- Activation information
Install Operational Technology Incident Management by requesting it from the ServiceNow Store. Visit the ServiceNow Store 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.
September 2026
The ServiceNow® Operational Technology Incident Management application enables engineers to resolve Operational Technology (OT) device and production process issues. Operational Technology Incident Management was enhanced and updated in the Australia release.
What's new
- Now LLM Service deprecation
- Starting with the September 2026 release, Gemma 4 joins our growing portfolio of open-weight models available through Now LLM Service. We're committed to bringing you the latest industry advancements while maintaining sovereignty-focused options, all hosted and governed by ServiceNow with the infrastructure and data protections you rely on today. Older models will remain available for existing published AI skills, agents, and agentic workflows, but will no longer be available for new development or configuration. For details, see the KB3066214: ServiceNow Otto Model Upgrades article in the Now Support Knowledge Base.
August 2026
The ServiceNow® Operational Technology Incident Management application enables engineers to resolve Operational Technology (OT) device and production process issues. Operational Technology Incident Management was enhanced and updated in the Australia release.
What's changed
- Now Assist for OTSM to ServiceNow Otto for OT Service Management name change
- 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.
July 2026
The ServiceNow® Operational Technology Incident Management application enables engineers to resolve Operational Technology (OT) device and production process issues. Operational Technology Incident Management was enhanced and updated in the Australia release.
What's new
- 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.
April 2026
The ServiceNow® Operational Technology Incident Management application enables engineers to resolve Operational Technology (OT) device and production process issues. Operational Technology Incident Management was enhanced and updated in the Australia release.
What's new
- ServiceNow product tiers
- The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:
- Foundation: AI basics to deliver insights
- Advanced: AI to boost productivity across relevant use cases
- Prime: Act autonomously with all AI assets, and create your own
Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.
Australia Early Availability
The ServiceNow® Operational Technology Incident Management application enables engineers to resolve Operational Technology (OT) device and production process issues. Operational Technology Incident Management was enhanced and updated in the Australia release.
What's new
- Summarize an OT incident
- With ServiceNow Otto for OT Service Management, summarize an OT incident using the Summarize UI action to produce a concise summary of the incident.
- Generate resolution notes for an OT incident
- With ServiceNow Otto for OT Service Management, automatically generate resolution notes for an OT incident using the Generate resolution notes UI action to produce a concise summary of the incident.
- Generate a KB article using an agentic workflow
- With ServiceNow Otto for OT Service Management, 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
- Use the Employee Center for OT to report an OT incident
- Create an OT incident as a user without an OT incident role with the Report OT incident item in the Employee Center for OT.
What's changed
- 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.
- Catalog item for reporting an OT incident
- The Report OT incident item has been added to the OT Service Catalog for use in the Employee Center for OT.
- Admin role dependency
- Several new granular admin roles have been added, which enable developers to complete administrative configuration tasks without requiring the full admin role.