Combined Operational Technology Incident Management release notes for upgrades from Zurich to Australia

---
title: Combined Operational Technology Incident Management release notes for upgrades from Zurich to Australia
description: Consolidated page of all release notes for Operational Technology Incident Management from Zurich to Australia.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/delta-zurich-australia/australia-zurich-operationaltechnologyincidentmanagement-release-notes.html
release: australia
topic_type: reference
last_updated: "2026-11-06"
reading_time_minutes: 7
breadcrumb: [Products combined by family]
---

# Combined Operational Technology Incident Management release notes for upgrades from Zurich to Australia

Consolidated page of all release notes for Operational Technology Incident Management from Zurich to Australia.

## How to use this page

To help you prepare for your upgrade, we have combined the cross-family Operational Technology Incident Management release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Zurich to Australia.

**Tip:** If there were no updates for a release notes section in a certain family release, we included a short note for your reference. For example, if a product did not have any updates in Tokyo, the row says "No updates for this release."

## Important information for upgrading Operational Technology Incident Management to Australia

Before you upgrade to Australia, review these pre- and post-upgrade tasks and complete the tasks as needed.

<table class="custom-rows"><thead><tr><th class="filter">

Release

</th><th>

Release notes

</th></tr></thead><tbody><tr><td>

Zurich

</td><td>

No updates for this release.

</td></tr><tr><td>

Australia

</td><td>

No updates for this release.

</td></tr></tbody>
</table>## New features

Between your current release family and Australia, new features were introduced for Operational Technology Incident Management.

<table class="custom-rows"><thead><tr><th class="filter">

Release

</th><th>

Release notes

</th></tr></thead><tbody><tr><td>

Zurich

</td><td>

-   **[Use the Employee Center for OT to report an OT incident](https://www.servicenow.com/docs/access?context=report-ot-incident-in-ot-employee-portal&family=zurich&ft:locale=en-US)**

Create an OT incident as a user without an OT incident role with the Report OT incident item in the Employee Center for OT.


</td></tr><tr><td>

Australia

</td><td>

-   **[Now LLM Service](https://www.servicenow.com/docs/access?context=exploring-large-language-models&family=australia&ft:locale=en-US) deprecation**

Starting with the September 2026 release, Gemma 4 joins our growing portfolio of open-weight models available through Now LLM Service. The latest industry advancements are available alongside sovereignty-focused options. All models are hosted and governed by ServiceNow with the same infrastructure and data protections. 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](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB3066214) article in the Now Support Knowledge Base.


 -   **[Now LLM service deprecation](https://www.servicenow.com/docs/access?context=exploring-large-language-models&family=australia&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.


 -   **[ServiceNow product tiers](https://www.servicenow.com/docs/access?context=ai-native-sku-overview&family=australia&ft:locale=en-US)**

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.


 -   **[Summarize an OT incident](https://www.servicenow.com/docs/access?context=summarize-ot-incident-now-assist&family=australia&ft:locale=en-US)**

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](https://www.servicenow.com/docs/access?context=generate-resolution-notes-ot-incident&family=australia&ft:locale=en-US)**

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](https://www.servicenow.com/docs/access?context=agent-ot-knowledge-generator&family=australia&ft:locale=en-US)**

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](https://www.servicenow.com/docs/access?context=report-ot-incident-in-ot-employee-portal&family=australia&ft:locale=en-US)**

Create an OT incident as a user without an OT incident role with the Report OT incident item in the Employee Center for OT.


</td></tr></tbody>
</table>## Changes

Between your current release family and Australia, some changes were made to existing Operational Technology Incident Management features.

<table class="custom-rows"><thead><tr><th class="filter">

Release

</th><th>

Release notes

</th></tr></thead><tbody><tr><td>

Zurich

</td><td>

-   **[Catalog item for reporting an OT incident](https://www.servicenow.com/docs/access?context=report-ot-incident-in-ot-employee-portal&family=zurich&ft:locale=en-US)**

The Report OT incident item has been added to the OT Service Catalog for use in the Employee Center for OT.


 -   **[Admin role dependency](https://www.servicenow.com/docs/access?context=granular-admin-roles&family=zurich&ft:locale=en-US)**

Several new granular admin roles have been added, which enable developers to complete administrative configuration tasks without requiring the full admin role.


</td></tr><tr><td>

Australia

</td><td>

-   **[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&family=australia&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.


 -   **[Summarize UI action](https://www.servicenow.com/docs/access?context=summarize-ot-incident-now-assist&family=australia&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&family=australia&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**.

-   **[Catalog item for reporting an OT incident](https://www.servicenow.com/docs/access?context=report-ot-incident-in-ot-employee-portal&family=australia&ft:locale=en-US)**

The Report OT incident item has been added to the OT Service Catalog for use in the Employee Center for OT.


 -   **[Admin role dependency](https://www.servicenow.com/docs/access?context=granular-admin-roles&family=australia&ft:locale=en-US)**

Several new granular admin roles have been added, which enable developers to complete administrative configuration tasks without requiring the full admin role.


</td></tr></tbody>
</table>## Removed

Between your current release family and Australia, some Operational Technology Incident Management features or functionality were removed.

<table class="custom-rows"><thead><tr><th class="filter">

Release

</th><th>

Release notes

</th></tr></thead><tbody><tr><td>

Zurich

</td><td>

No updates for this release.

</td></tr><tr><td>

Australia

</td><td>

No updates for this release.

</td></tr></tbody>
</table>## Deprecations

Between your current release family and Australia, some Operational Technology Incident Management features or functionality were deprecated.

<table class="custom-rows"><thead><tr><th class="filter">

Release

</th><th>

Release notes

</th></tr></thead><tbody><tr><td>

Zurich

</td><td>

No updates for this release.

</td></tr><tr><td>

Australia

</td><td>

No updates for this release.

</td></tr></tbody>
</table>## Activation information

Review information on how to activate Operational Technology Incident Management.

<table class="custom-rows"><thead><tr><th class="filter">

Release

</th><th>

Release notes

</th></tr></thead><tbody><tr><td>

Zurich

</td><td>

-   **Activation information**

Install Operational Technology Incident 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/access?context=sn-store-release-notes&family=zurich&ft:locale=en-US).


**Important:** Operational Technology Incident Management is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.

</td></tr><tr><td>

Australia

</td><td>

-   **Activation information**

Install Operational Technology Incident Management by requesting it from the ServiceNow Store. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) 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/access?context=sn-store-release-notes&family=australia&ft:locale=en-US).


**Important:** Operational Technology Incident Management is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.

</td></tr></tbody>
</table>## Additional requirements

If any additional requirements were introduced or changed for Operational Technology Incident Management we have noted them here.

<table class="custom-rows"><thead><tr><th class="filter">

Release

</th><th>

Release notes

</th></tr></thead><tbody><tr><td>

Zurich

</td><td>

No updates for this release.

</td></tr><tr><td>

Australia

</td><td>

No updates for this release.

</td></tr></tbody>
</table>## Browser requirements

If any specific browser requirements were introduced or changed for Operational Technology Incident Management we have noted them here.

<table class="custom-rows"><thead><tr><th class="filter">

Release

</th><th>

Release notes

</th></tr></thead><tbody><tr><td>

Zurich

</td><td>

No updates for this release.

</td></tr><tr><td>

Australia

</td><td>

No updates for this release.

</td></tr></tbody>
</table>## Accessibility information

Review details on accessibility information for Operational Technology Incident Management, such as specific requirements or compliance levels.

<table class="custom-rows"><thead><tr><th class="filter">

Release

</th><th>

Release notes

</th></tr></thead><tbody><tr><td>

Zurich

</td><td>

No updates for this release.

</td></tr><tr><td>

Australia

</td><td>

No updates for this release.

</td></tr></tbody>
</table>## Localization information

If there are specific localization considerations for Operational Technology Incident Management we have noted them here.

<table class="custom-rows"><thead><tr><th class="filter">

Release

</th><th>

Release notes

</th></tr></thead><tbody><tr><td>

Zurich

</td><td>

No updates for this release.

</td></tr><tr><td>

Australia

</td><td>

No updates for this release.

</td></tr></tbody>
</table>## Highlight information

If there are specific highlight considerations for Operational Technology Incident Management we have noted them here.

<table class="custom-rows"><thead><tr><th class="filter">

Release

</th><th>

Release notes

</th></tr></thead><tbody><tr><td>

Zurich

</td><td>

[Zurich Patch 7](https://www.servicenow.com/docs/access?context=zurich-patch-7&family=zurich&ft:locale=en-US)

-   Report an OT incident without an OT incident role using the Employee Center for OT.

 See [Operational Technology Incident Management](https://www.servicenow.com/docs/access?context=operational-technology-incident-management-landing-page&family=zurich&ft:locale=en-US) for more information.

</td></tr><tr><td>

Australia

</td><td>

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.

 [Australia Patch 6](https://www.servicenow.com/docs/access?context=australia-patch-6&family=australia&ft:locale=en-US)

-   The Now LLM Service is being prepared for future deprecation.

 [Australia Patch 5](https://www.servicenow.com/docs/access?context=australia-patch-5&family=australia&ft:locale=en-US)

-   Now Assist for Operational Technology Service Management \(OTSM\) has been changed to ServiceNow Otto for OT Service Management.

 [Australia Patch 4](https://www.servicenow.com/docs/access?context=australia-patch-4&family=australia&ft:locale=en-US)

-   The Now LLM Service is no longer the default model provider for new or inactive AI assets.

 [Australia Patch 1](https://www.servicenow.com/docs/access?context=australia-patch-1&family=australia&ft:locale=en-US)

-   The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available.

 Australia Early Availability

-   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](https://www.servicenow.com/docs/access?context=operational-technology-incident-management-landing-page&family=australia&ft:locale=en-US) for more information.

 **Important:** For Now LLM Service model updates for each release, see [Model provider updates](https://www.servicenow.com/docs/access?context=now-llm-model-updates&family=australia&ft:locale=en-US).

</td></tr></tbody>
</table>**Parent Topic:**[Products combined by family](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/delta-zurich-australia/rn-combined-intro.md)