Recommended Actions for Operational Technology Service Management (OTSM) release notes
The ServiceNow® Recommended Actions for Operational Technology Service Management (OTSM) application enables you to set up and apply real-time, actionable recommendations. These recommendations help you speed up the triage process and resolve issues quickly across various records in the Industrial Workspace, including Operational Technology (OT) incidents. Recommended Actions for OTSM was enhanced and updated in the Australia release.
About Recommended Actions for Operational Technology Service Management (OTSM)
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.
- 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.
See Recommended Actions for Operational Technology Service Management (OTSM) and AI Enhanced Recommended Actions for Operational Technology Service Management (OTSM) for more information.
Activation and other requirements
- 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 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® Recommended Actions for Operational Technology Service Management (OTSM) application enables you to set up and apply real-time, actionable recommendations. These recommendations help you speed up the triage process and resolve issues quickly across various records in the Industrial Workspace, including Operational Technology (OT) incidents. Recommended Actions for OTSM 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.
July 2026
The ServiceNow® Recommended Actions for Operational Technology Service Management (OTSM) application enables you to set up and apply real-time, actionable recommendations. These recommendations help you speed up the triage process and resolve issues quickly across various records in the Industrial Workspace, including Operational Technology (OT) incidents. Recommended Actions for OTSM 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.
Australia Early Availability
The ServiceNow® Recommended Actions for Operational Technology Service Management (OTSM) application enables you to set up and apply real-time, actionable recommendations. These recommendations help you speed up the triage process and resolve issues quickly across various records in the Industrial Workspace, including Operational Technology (OT) incidents. Recommended Actions for OTSM was enhanced and updated in the Australia release.
What's new
- Contextualize an external document
- Contextualize an external document to get an explanation of why the document is relevant to the selected OT incident.
What's changed
- 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.
Australia
The ServiceNow® Recommended Actions for Operational Technology Service Management (OTSM) application enables you to set up and apply real-time, actionable recommendations. These recommendations help you speed up the triage process and resolve issues quickly across various records in the Industrial Workspace, including Operational Technology (OT) incidents. Recommended Actions for OTSM was enhanced and updated in the Australia release.
Plugin information
- New plugins
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The following plugins are new in Australia:
AI Enhanced Recommended Actions (com.sn_ai_enhanced_ra): Contains the AI Enhanced Recommended Actions for OTSM experience.