Combined ServiceNow Otto for IT Service Management \(ITSM\) release notes for upgrades from Australia to Brazil

reference brazil Updated Nov 6, 2026 18 min read brazil-australia-servicenowottoforitservicemanagementitsm-release-notes.md
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Consolidated page of all release notes for ServiceNow Otto for IT Service Management (ITSM) from Australia to Brazil.

How to use this page

To help you prepare for your upgrade, we have combined the cross-family ServiceNow Otto for IT Service Management (ITSM) release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Australia to Brazil.

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 ServiceNow Otto for IT Service Management (ITSM) to Brazil

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

Release

Release notes

Australia
  • Upgrade information

To use the Knowledge Article Advanced Editor page in the generate a knowledge article skill, you must activate the knowledge content recommendation skill. Follow these steps to activate the skill.

1.  Go to **Admin** > **Now Assist admin**.
2.  Select **Now Assist Skills**.
3.  Select **Platform**.
4.  Select **Knowledge**.
5.  Make sure the knowledge content recommendation skill is active.

The incident assist agentic workflow is active by default and includes all the capabilities of the [DEPRECATED] incident assist skill, with enhancements. When you upgrade to Australia Patch 1, if you have the [DEPRECATED] incident assist skill activated, consider deactivating it to avoid redundancy. For more information, see Incident assist skill.

Starting with the Australia Patch 2, the Incident assist skill has been deprecated, moved to the Archive section, and is no longer available for use.

Brazil

No updates for this release.
## New features

Between your current release family and Brazil, new features were introduced for ServiceNow Otto for IT Service Management (ITSM).

Release

Release notes

Australia

This AI agent creates structured change requests from conversational input by autonomously selecting the appropriate change model and template.

This AI agent autonomously identifies and populates both the primary configuration item (CI) and affected configuration items on a change requestwithout requiring multiple user interactions.

This AI agent autonomously drafts change plan fields during the readiness phase. Field population is governed by a resolved change policy to ensure consistent behavior without requiring user input.

This AI agent identifies the most relevant change template and model for new change requests by analyzing request details and comparing them against available templates and historical data.

Receive a personalized catalog item recommendation, rather than generic troubleshooting steps, when your description asks for something new, such as a replacement laptop or new headphones. ServiceNow Otto for IT Service Management (ITSM) classifies your description as an incident or a request and tailors the response to match.

Use the Who is On Call agentic workflow to retrieve on-call roster information for specific shifts, groups, or time periods. The agent provides accurate information to conversationally understand who is on-call.

In-form deflection enables end users to find resolutions without creating an incident. When a user describes an issue in the Short description field, ServiceNow Otto for IT Service Management (ITSM) searches the knowledge base and returns relevant solutions tailored to that specific user's context.

Generate answers and reasoning for each supported question in a change risk assessment, directly from a change request in Core UI or Service Operations Workspace (SOW). This Now Assist skill is turned on by default. When you select Generate Answers, Now Assist reviews the change request, related records, and knowledge articles, and then suggests an answer and a reasoning for each supported question. The Reasoning field explains why Now Assist selected each answer, so you can review and adjust the answers before you submit, or complete the assessment manually. The skill supports Likert-scale questions only. In SOW, this skill is available in version 9.2 or later.

Analyze topic-specific performance and user interaction patterns using the enhanced Topics analytics in the ITSM Virtual Agent dashboard. View detailed per-topic drill-downs showing key performance indicators. Track topic trends and failure rates with sortable columns, and identify areas for improvement.

Automatically cluster incidents into trend categories and get AI-generated summaries of incident patterns, along with insights into SLA performance, sentiment, channel adoption, and geographic distribution using the Insights and Opportunities for Incident dashboard in Service Operations Workspace.

Identify which knowledge article or catalog item resources support successful deflections and which ones are unable in preventing the transfer to a live agent using the Resources tab in the ITSM Virtual Agent dashboard to gain visibility into the ITSM Virtual Agent usage and effectiveness.

Use the Password reset with voice AI agent to reset your password by receiving instructions from a knowledge article via email, a reset link via SMS, or having the reset URL read out by voice.

Use Now Assist for Zoom call issues to identify the root cause of call quality degradation and review the supporting metric evidence for deeper insight. The analysis highlights the contributing device and network factors directly in the Zoom call quality view. Get the real-time guidance, including device ready remedial actions, contextual self-help instructions, and relevant Knowledge articles to help resolve the issue efficiently.

Monitor device boot time to identify slow start-up issues and use Now Assist to investigate the root cause and get suggested resolutions, including remedial actions, self-help instructions, and Knowledge articles to resolve boot performance problems quickly.

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.

Identify which knowledge article or catalog item resources support successful deflections and which ones are unable in preventing the transfer to a live agent using the Resources tab in the ITSM Virtual Agent dashboard to gain visibility into the ITSM Virtual Agent usage and effectiveness.

Answer incident-related questions using context-aware agents. Handle queries about incident details and get information about related records.

The features in the [DEPRECATED] incident assist skill are available in the incident assist agentic workflow. You may turn off this skill and use the agentic workflow that has enhanced capabilities.

Use the Submit account unlock catalog with the voice AI agent, which is a primer, to create a catalog item to unlock the specified account when a user calls the help desk.

Email relevant troubleshooting articles and instructions to users when you troubleshoot Outlook issues for them.

Use the new Knowledge Article Advanced Editor page to create or edit Knowledge articles using open prompts.

Get insights into virtual agent adoption, usage trends, and track metrics in Now Assist in Virtual Agent.

Resolve incidents faster by getting the incident summary in the Details tab of the incident.

As an admin, you can configure the following Request Management skills:

-   Request summarization
-   Requested item summarization
-   Catalog task summarization
-   Request activity response generation
-   Requested item activity response generation
-   Catalog task activity response generation

View an aggregate of all relevant updates and progress indicators in a single, dynamic summary.

Generate a response in record activity streams of requests, requested items, and catalog tasks.

Service desk agents can diagnose and resolve Zoom call quality issues using the Digital End-User Experience (DEX) issue diagnosis and resolution agentic workflow, which integrates Zoom- specific diagnostics that correlate device, network, and application data.

Brazil

This AI agent creates structured change requests from conversational input by autonomously selecting the appropriate change model and template.

This AI agent autonomously identifies and populates both the primary configuration item (CI) and affected configuration items on a change request without requiring multiple user interactions.

This AI agent autonomously drafts change plan fields during the readiness phase. Field population is governed by a resolved change policy to ensure consistent behavior without requiring user input.

This AI agent identifies the most relevant change template and model for new change requests by analyzing request details and comparing them against available templates and historical data.
## Changes

Between your current release family and Brazil, some changes were made to existing ServiceNow Otto for IT Service Management (ITSM) features.

Release

Release notes

Australia

The skill now also reads all dynamic schema store type fields on the change request form. These fields are retrieved automatically, so they don't require an AI Risk Data Sources record or an entry in the change request fields property. The skill uses the retrieved values when it suggests answers.

The new autonomous mode is introduced, where the AI agent automatically records the quality rating and the explanation as a work note on the change request. The agent also creates a record in the AI Change Quality Scores table. This record stores the change request, the explanation, the per-field score, the rating, and the numerical score. The agent does not update any fields on change request.

  • Now Assist > ServiceNow Otto announcement

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 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.

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.

Control the data that the change risk assessment answer generator skill uses to suggest answers. Create, modify, or deactivate AI Risk Data Sources to change which related records and knowledge articles the skill receives. Six data sources are available out of the box, including related affected CIs, impacted services, impacted business applications, service offerings, active change tasks, and outages. To change which change request fields the skill reads, update the sn_itsm_gen_ai.com.snc.asmt_answer_generator.change_request_fields system property.

  • Assess quality of a change request

    • Use the assess quality of a change request agentic workflow to rate a change request and get field improvement suggestions. The change quality assessor AI agent rates the request against an active change policy document, suggesting values only for fields the policy defines. If no policy applies, the agent rates the request against similar closed change requests.
    • The agent scores the short description, description, implementation plan, backout plan, test plan, risk and impact analysis, and justification. Results are recorded in the AI Change Quality Scores table.
    • Track change quality trends in Platform Analytics on the ai_change_quality_score table. A line chart shows the average score by month.
    • To change how the agent evaluates a field, or to assess a custom field, override the POLICY_EXTRACTION_KEYS entries in the ChangeQualityUtil script rather than the protected ChangeQualityUtilSNC script. This ensures your changes remain after you upgrade. Use the u_custom_field entry to assess a custom field, and use the overall_chg_policy entry to set policies for the whole change request.

  • Editing change request skills using Now Assist Skill Kit (NASK)

Easily edit the change request risk explanation and change request summarization skill prompts and inputs directly in the Now Assist Skill Kit (NASK).

Provide details such as class, location, and environment to find configuration items (CIs) relevant to a change request while using the suggest configuration items for a change request agentic workflow from the Now Assist panel.

Enhance security for the change request risk explanation skill by enabling admins to limit roles that are inherited by the user.

The new default behavior works as follows:

-   New customers: When you install an AI product, designated skills are turned on automatically.
-   Existing customers who are upgrading \(starting with Australia Early Access\): Any previously unconfigured skill is turned on automatically \(the skill was never configured and turned on, then turned off again\). Previously configured skills that were turned on, then off, remain inactive.

The incident assist skill has been renamed to [DEPRECATED] Incident assist.

The voice AI demo agents have been renamed as primers.

For new ServiceNow Otto for IT Service Management (ITSM) users, the following skills are activated by default:

-   Resolution notes generation
-   Knowledge generation
-   Chat reply recommendation

The Virtual Agent topics listed in this table have been renamed and are now available as demo data.

|Existing name|Updated name|
|-------------|------------|
|Add Comment To incident|\(DEMO\) Add Comment To incident-LLM|
|Approve Sysapproval Approver|\(DEMO\) Approve Sysapproval Approver-LLM|
|Change Password|\(DEMO\) Change Password \(Template\) - LLM|
|Check IT Ticket Status|\(DEMO\) Check IT Ticket Status \(Template\)|
|Close incident|\(DEMO\) Close incident-LLM|
|Explain change risk|\(DEMO\) Explain change risk|
|Mark incident Unresolved|\(DEMO\) Mark incident Unresolved-LLM|
|Open IT Ticket|\(DEMO\) Open IT Ticket \(Template\)-LLM|
|Reject Sysapproval Approver|\(DEMO\) Reject Sysapproval Approver-LLM|
|Reset Password|\(DEMO\) Reset Password \(Template\) - LLM|
|Resolve incident|\(DEMO\) Resolve incident-LLM|
|Unlock Account|\(DEMO\) Unlock Account \(Template\) - LLM|
|View And Add Comments|\(DEMO\) View And Add Comments-LLM|

Brazil

When the AI agent searches for similar change requests, it now returns only changes whose quality score meets a minimum threshold. The quality scores come from the AI Change Quality Scores table. If none of the similar changes meet the threshold, the results include changes that don't have a quality score yet.

The skill now also reads all dynamic schema store type fields on the change request form. These fields are retrieved automatically, so they don't require an AI Risk Data Sources record or an entry in the change request fields property. The skill uses the retrieved values when it suggests answers.

The new autonomous mode is introduced, where the AI agent automatically records the quality rating and the explanation as a work note on the change request. The agent also creates a record in the AI Change Quality Scores table. This record stores the change request, the explanation, the per-field score, the rating, and the numerical score. The agent does not update any fields on the change request.
## Removed

Between your current release family and Brazil, some ServiceNow Otto for IT Service Management (ITSM) features or functionality were removed.

Release

Release notes

Australia

No updates for this release.

Brazil

No updates for this release.
## Deprecations

Between your current release family and Brazil, some ServiceNow Otto for IT Service Management (ITSM) features or functionality were deprecated.

Release

Release notes

Australia

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 article in the Now Support Knowledge Base.

Brazil

Starting with the Brazil release, ITSM Virtual Agent pre-built topics is being prepared for future deprecation.

ITSM Virtual Agent Conversation Topics Lite (com.snc.itsm.virtualagent.lite) is being prepared for future 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 article in the Now Support Knowledge Base.
## Activation information

Review information on how to activate ServiceNow Otto for IT Service Management (ITSM).

Release

Release notes

Australia
  • Activation information

Install ServiceNow Otto for IT Service Management (ITSM) by requesting it 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.

Important: ServiceNow Otto for IT Service Management (ITSM) is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.

Brazil
  • Activation information

Install ServiceNow Otto for IT Service Management (ITSM) by requesting it 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.

Important: ServiceNow Otto for IT Service Management (ITSM) is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.
## Additional requirements

If any additional requirements were introduced or changed for ServiceNow Otto for IT Service Management (ITSM) we have noted them here.

Release

Release notes

Australia

No updates for this release.

Brazil

No updates for this release.
## Browser requirements

If any specific browser requirements were introduced or changed for ServiceNow Otto for IT Service Management (ITSM) we have noted them here.

Release

Release notes

Australia

No updates for this release.

Brazil

No updates for this release.
## Accessibility information

Review details on accessibility information for ServiceNow Otto for IT Service Management (ITSM), such as specific requirements or compliance levels.

Release

Release notes

Australia

No updates for this release.

Brazil

No updates for this release.
## Localization information

If there are specific localization considerations for ServiceNow Otto for IT Service Management (ITSM) we have noted them here.

Release

Release notes

Australia

No updates for this release.

Brazil

No updates for this release.
## Highlight information

If there are specific highlight considerations for ServiceNow Otto for IT Service Management (ITSM) we have noted them here.

Release

Release notes

Australia

Australia Patch 5

  • Automatically classify user queries as an incident that needs resolution or as an item to be requested through a catalog.
  • Retrieve on-call roster information for specific shifts, groups, or time periods using the Who is On Call agentic workflow.

Australia Patch 4

  • Resolve issues directly within the Create incident form using in-form deflection in ServiceNow Otto for ITSM.

  • Generate answers and reasoning for change risk assessment questions by using ServiceNow Otto for ITSM. Review, adjust, or accept the suggested answers, or complete the assessment manually.

  • Analyze topic-specific performance and identify improvement areas using enhanced Topics analytics in the ITSM Virtual Agent dashboard.

Australia Patch 3

  • Automatically cluster incidents into trend categories and get AI-generated summaries of incident patterns using the Insights and Opportunities for Incident dashboard in Service Operations Workspace.

Australia Patch 2

  • Track which knowledge articles and catalog items support successful virtual agent deflections instead of transferring to human agents using the ITSM Virtual Agent Analytics dashboard.
  • Use the Password reset with voice AI agent to reset your password.

Australia Patch 1

  • Answer incident-related questions with context-aware agents using the incident assist agentic workflow.
  • Submit a catalog item for an account unlock using the voice AI agent.
  • Generate summaries and responses for Request Management records.
  • Use the Knowledge Article Advanced Editor page to create and edit articles.
  • Use the ITSM Conversational Analytics dashboard that provides usage adoption performance metrics in Now Assist in Virtual Agent.

Important: For Now LLM Service model updates for each release, see Model provider updates.

See ServiceNow Otto for IT Service Management (ITSM) for more information.

Brazil
  • Accelerate incident resolution by using agentic AI workflows that autonomously triage, categorize, investigate, and resolve ITSM incidents, reducing manual effort for service desk agents.
  • Boost agent productivity with generative AI skills that summarize incidents, chat interactions, and change requests, and automatically generate resolution notes and knowledge articles.
  • Extend AI-driven automation across Change Management, Incident Management, and Digital End-User Experience with purpose-built AI agents and agentic workflows.

Important: For Now LLM Service model updates for each release, see Model provider updates.

See ServiceNow Otto for IT Service Management (ITSM) for more information.
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