Recommended Actions for Operational Technology Service Management (OTSM) release notes
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.
About Recommended Actions for Operational Technology Service Management (OTSM)
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.
- 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.
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 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 and localization
- 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.
July 2026
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.
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.
March 2026
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.
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.
Zurich General Availability
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.
What's changed
- 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.
Zurich Early Availability
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.
What's new
- Apply Recommended Actions to your Operational Technology incidents
- Use Recommended Actions to see relevant actions that can help resolve your OT incidents.
What's changed
- Recommended actions button
- The Recommended actions
button was added to the Industrial Workspace to access the Recommended Actions panel for an OT incident.
Zurich
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.
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.