--- sourceDocument: Zurich Release Notes sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/zurich/release-notes Release : - zurich ft:locale : - en-US ft:publication_title : - Zurich Release Notes ft:clusterId : - rn bundleId : - rn --- # ServiceNow Otto for Operational Technology (OT) Service Management release notes # ServiceNow Otto for Operational Technology (OT) Service Management release notes {#ariaid-title1} Release version: Zurich Updated July 20, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read The ServiceNow® ServiceNow Otto for Operational Technology (OT) Service Management application enables you to summarize Operational Technology (OT) incident information and generate incident resolution notes. ServiceNow Otto for OT Service Management is a new application in the Zurich release. ## About ServiceNow Otto for Operational Technology (OT) Service Management {#now-assist-for-operational-technology-service-management-otsm-rn__section_x3l_vbc_zjc} 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. {#now-assist-for-operational-technology-service-management-otsm-rn__section_x3l_vbc_zjc-1} [Zurich Patch 12](https://servicenow-prod.fluidtopics.net/nFEzte~_Oj3p5oe_IOj~iw "The Zurich Patch 12 release contains important problem fixes.") * Now Assist for Operational Technology Service Management (OTSM) has been changed to ServiceNow Otto for OT Service Management. {#now-assist-for-operational-technology-service-management-otsm-rn__ul_ncd_jsb_zjc} [Zurich Patch 11](https://servicenow-prod.fluidtopics.net/JQLHTFYdMq84dtlOmcoOXA "The Zurich Patch 11 release contains important problem fixes.") * The Now LLM Service is no longer the default model provider for new or inactive AI assets. {#now-assist-for-operational-technology-service-management-otsm-rn__ul_rdm_2cm_rjc} [Zurich Patch 7](https://servicenow-prod.fluidtopics.net/ai11xBL9BGVSGxoM1Poc4g "The Zurich Patch 7 release contains important problem fixes.") * 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. {#now-assist-for-operational-technology-service-management-otsm-rn__ul_vbz_vqm_rhc} See [ServiceNow Otto for Operational Technology (OT) Service Management](https://www.servicenow.com/docs/access?context=now-assist-for-operational-technology-service-management&version=zurich&pubname=zurich-operational-technology&ft:locale=en-US) for more information.{#now-assist-for-operational-technology-service-management-otsm-rn__now-assist-for-operational-technology-service-management-otsm-rn-highlights-1} ## Activation and other requirements Important: ServiceNow Otto for OT Service Management is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. Activation information : Install ServiceNow Otto for OT Service Management by requesting it from the ServiceNow Store. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) 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](https://www.servicenow.com/docs/r/store-release-notes/sn-store-release-notes.html).{#now-assist-for-operational-technology-service-management-otsm-rn__now-assist-for-operational-technology-service-management-otsm-rn-activation-1} ## August 2026 {#ariaid-title2} The ServiceNow® ServiceNow Otto for Operational Technology (OT) Service Management application enables you to summarize Operational Technology (OT) incident information and generate incident resolution notes. ServiceNow Otto for OT Service Management is a new application in the Zurich release. ### What's changed {#now-assist-for-operational-technology-service-management-otsm-rn-2026-08__now-assist-for-operational-technology-service-management-rn-changed-features} [Now Assist for OTSM to ServiceNow Otto for OT Service Management name change](https://www.servicenow.com/docs/access?context=now-assist-for-operational-technology-service-management&version=zurich&pubname=zurich-operational-technology&ft:locale=en-US) : 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. {#now-assist-for-operational-technology-service-management-otsm-rn-2026-08__now-assist-for-operational-technology-service-management-rn-changed-features-1} ## July 2026 {#ariaid-title3} The ServiceNow® ServiceNow Otto for Operational Technology (OT) Service Management application enables you to summarize Operational Technology (OT) incident information and generate incident resolution notes. ServiceNow Otto for OT Service Management is a new application in the Zurich release. ### What's new {#now-assist-for-operational-technology-service-management-otsm-rn-2026-07__now-assist-for-operational-technology-service-management-otsm-rn-new-features} [Now LLM service deprecation](https://www.servicenow.com/docs/access?context=exploring-large-language-models&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : 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. {#now-assist-for-operational-technology-service-management-otsm-rn-2026-07__now-assist-for-operational-technology-service-management-otsm-rn-new-features-1} ## March 2026 {#ariaid-title4} The ServiceNow® ServiceNow Otto for Operational Technology (OT) Service Management application enables you to summarize Operational Technology (OT) incident information and generate incident resolution notes. ServiceNow Otto for OT Service Management is a new application in the Zurich release. ### What's new {#now-assist-for-operational-technology-service-management-otsm-rn-2026-03__now-assist-for-operational-technology-service-management-otsm-rn-new-features} [Summarize an OT incident](https://www.servicenow.com/docs/access?context=summarize-ot-incident-now-assist&version=zurich&pubname=zurich-operational-technology&ft:locale=en-US) : Automatically summarize an OT incident using the Summarize UI action to produce a concise summary of the incident. [Generate resolution notes for an Operational Technology incident](https://www.servicenow.com/docs/access?context=generate-resolution-notes-ot-incident&version=zurich&pubname=zurich-operational-technology&ft:locale=en-US) : Automatically generate resolution notes for an OT incident using the Generate resolution notes UI action to produce a concise summary of the incident. [Generate OT KB articles agentic workflow](https://www.servicenow.com/docs/access?context=agent-ot-knowledge-generator&version=zurich&pubname=zurich-operational-technology&ft:locale=en-US) : 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 {#now-assist-for-operational-technology-service-management-otsm-rn-2026-03__ul_wlh_4w5_yhc} {#now-assist-for-operational-technology-service-management-otsm-rn-2026-03__now-assist-for-operational-technology-service-management-otsm-rn-new-features-1} ### What's changed {#now-assist-for-operational-technology-service-management-otsm-rn-2026-03__now-assist-for-operational-technology-service-management-otsm-rn-ui-changes} [Summarize UI action](https://www.servicenow.com/docs/access?context=summarize-ot-incident-now-assist&version=zurich&pubname=zurich-operational-technology&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=generate-resolution-notes-ot-incident&version=zurich&pubname=zurich-operational-technology&ft:locale=en-US) : 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. {#now-assist-for-operational-technology-service-management-otsm-rn-2026-03__now-assist-for-operational-technology-service-management-otsm-rn-ui-changes-1} ## Zurich {#ariaid-title5} The ServiceNow® ServiceNow Otto for Operational Technology (OT) Service Management application enables you to summarize Operational Technology (OT) incident information and generate incident resolution notes. ServiceNow Otto for OT Service Management is a new application in the Zurich release. ### Plugin information New plugins : The following plugins are new in Zurich: ServiceNow Otto for OT Service Management (com.sn_otsm_gen_ai): Contains the features, AI agents, and agentic workflows for ServiceNow Otto for OT Service Management.{#now-assist-for-operational-technology-service-management-otsm-rn-release__now-assist-for-operational-technology-service-management-otsm-rn-new-plugin}