Combined Recommended Actions for Operational Technology Service Management \(OTSM\) release notes for upgrades from Zurich to Australia

---
title: Combined Recommended Actions for Operational Technology Service Management \(OTSM\) release notes for upgrades from Zurich to Australia
description: Consolidated page of all release notes for Recommended Actions for Operational Technology Service Management \(OTSM\) from Zurich to Australia.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/delta-zurich-australia/australia-zurich-recommendedactionsforoperationaltechnologyservicemanagementotsm-release-notes.html
release: australia
topic_type: reference
last_updated: "2026-11-06"
reading_time_minutes: 6
breadcrumb: [Products combined by family]
---

# Combined Recommended Actions for Operational Technology Service Management \(OTSM\) release notes for upgrades from Zurich to Australia

Consolidated page of all release notes for Recommended Actions for Operational Technology Service Management \(OTSM\) from Zurich to Australia.

## How to use this page

To help you prepare for your upgrade, we have combined the cross-family Recommended Actions for Operational Technology Service Management \(OTSM\) 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 Recommended Actions for Operational Technology Service Management \(OTSM\) 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 Recommended Actions for Operational Technology Service Management \(OTSM\).

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

Release

</th><th>

Release notes

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

Zurich

</td><td>

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


 -   **[Contextualize an external document](https://www.servicenow.com/docs/access?context=use-ai-enhanced-ra-otsm&family=zurich&ft:locale=en-US)**

Contextualize an external document to get an explanation of why the document is relevant to the selected OT incident.


 -   **[Apply Recommended Actions to your Operational Technology incidents](https://www.servicenow.com/docs/access?context=use-recommended-actions-ot-incidents&family=zurich&ft:locale=en-US)**

Use Recommended Actions to see relevant actions that can help resolve your OT incidents.


</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.


 -   **[Contextualize an external document](https://www.servicenow.com/docs/access?context=use-ai-enhanced-ra-otsm&family=australia&ft:locale=en-US)**

Contextualize an external document to get an explanation of why the document is relevant to the selected OT incident.


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

Between your current release family and Australia, some changes were made to existing Recommended Actions for Operational Technology Service Management \(OTSM\) features.

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

Release

</th><th>

Release notes

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

Zurich

</td><td>

-   **[Contextualize UI action](https://www.servicenow.com/docs/access?context=use-ai-enhanced-ra-otsm&family=zurich&ft:locale=en-US)**

The **Contextualize** UI action was added to the Recommendations panel in the Industrial Workspace for external documents related to the selected OT incident.


 -   **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.


 -   **[Recommended actions button](https://www.servicenow.com/docs/access?context=use-recommended-actions-ot-incidents&family=zurich&ft:locale=en-US)**

The **Recommended actions** \[Omitted image "image.recommendations-icon"\] Alt text: button was added to the Industrial Workspace to access the Recommended Actions panel for an OT incident.


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

Australia

</td><td>

-   **[Contextualize UI action](https://www.servicenow.com/docs/access?context=use-ai-enhanced-ra-otsm&family=australia&ft:locale=en-US)**

The **Contextualize** UI action was added to the Recommendations panel in the Industrial Workspace for external documents related to the selected OT incident.


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

Between your current release family and Australia, some Recommended Actions for Operational Technology Service Management \(OTSM\) 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 Recommended Actions for Operational Technology Service Management \(OTSM\) 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 Recommended Actions for Operational Technology Service Management \(OTSM\).

<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 Recommended Actions for OTSM and AI Enhanced Recommended Actions for OTSM by requesting them 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:** Recommended Actions for OTSM and AI Enhanced Recommended Actions for OTSM are 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 Recommended Actions for OTSM and AI Enhanced Recommended Actions for OTSM by requesting them 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:** Recommended Actions for OTSM and AI Enhanced Recommended Actions for OTSM are 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 Recommended Actions for Operational Technology Service Management \(OTSM\) 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 Recommended Actions for Operational Technology Service Management \(OTSM\) 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 Recommended Actions for Operational Technology Service Management \(OTSM\), 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>

-   **Accessibility information**
    -   **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.


</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 Recommended Actions for Operational Technology Service Management \(OTSM\) 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 Recommended Actions for Operational Technology Service Management \(OTSM\) 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>

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.

 [Zurich Patch 11](https://www.servicenow.com/docs/access?context=zurich-patch-11&family=zurich&ft:locale=en-US)

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

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

-   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.

 Zurich Early Availability

-   Display relevant actions to users based on the context of an OT incident record.

 See [Recommended Actions for OTSM](https://www.servicenow.com/docs/access?context=recommended-actions-for-otsm&family=zurich&ft:locale=en-US) and [AI Enhanced Recommended Actions for OTSM](https://www.servicenow.com/docs/access?context=ai-enhanced-ra-otsm-landing&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 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 Early Availability

-   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 OTSM](https://www.servicenow.com/docs/access?context=recommended-actions-for-otsm&family=australia&ft:locale=en-US) and [AI Enhanced Recommended Actions for OTSM](https://www.servicenow.com/docs/access?context=ai-enhanced-ra-otsm-landing&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)