AI for Change, self-service with Voice, and Digital End-User Experience - new in Zurich for ITSM!

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The Zurich release for IT Service Management (ITSM) introduces a host of AI innovations designed to modernize operations, elevate user experiences, and streamline change processes. With a focus on proactive support, intelligent automation, and employee empowerment, Zurich sets a new benchmark for digital service delivery. For more details, please see the Zurich release notes for ITSM.

Intelligent Change Management with AI Agents

Change management gets a major upgrade in Zurich with the introduction of AI agents that support a “conversational change” experience. These agents assist requestors in scheduling changes, assessing risks, identifying conflicts, and improving data quality. By guiding users through each step, the agents ensure high-quality, low-risk changes that accelerate approvals and minimize disruptions.

The suite includes specialized agents for scheduling, data quality, conflict and impact assessment, and risk explanation. Together, they reduce the burden on change managers and Change Advisory Boards (CABs), improve governance, and enable scalable automation.

Conversational AI for Self-Service and Voice Support

Zurich also debuts Now Assist Voice, a conversational AI agent that enables employees to interact with IT services via phone. This innovation supports three key use cases: checking and managing IT tickets, troubleshooting issues using knowledgebase articles, and submitting new requests. By deflecting costly phone support interactions, Now Assist Voice delivers high-quality service while reducing operational overhead.

Complementing this is a self-service Agentic Workflow that guides employees through IT tasks using natural language interactions. These tools not only enhance user satisfaction but also improve service efficiency by automating routine support functions.

Empowering Employees with Digital End-User Experience (DEX)

One of the standout features of the Zurich release is the enhanced Digital End-User Experience (DEX). DEX provides deep insights into employee technology usage, enabling IT teams to proactively detect and remediate end-user computing issues before they impact productivity.

DEX empowers employees through a desktop assistant that offers self-help tools, visibility into IT services, and guided remediation steps. For IT agents, real-time data on device performance and application stability supports faster root cause analysis and resolution. Application owners gain visibility into usage patterns, helping them optimize service delivery and reduce mean time to resolution (MTTR).

With Zurich release enhancements, IT teams will be able to do the following:

• Monitor Teams’ performance to ensure organizations don’t experience issues with their top communication channel
• Run actions on multiple devices simultaneously to remediate widespread technology issues for end-user devices
• Guided Setup for initial setup of Agent Client Collector agent, browser extension and Desktop Assistant
• Provide the ability to identify the energy consumption of devices via DEX monitoring for customers who have the ServiceNow ESG Management license

Streamlining Rollouts with Digital Product Release (DPR)

Zurich introduces the first phase of complex rollout plans within the Digital Product Release (DPR) framework. Traditionally used for one-time validations, DPR now supports multi-phase rollouts across products, environments, and configuration items (CIs). This enhancement allows release and change managers to bulk associate CIs with releases and change requests, simplifying the planning and execution of large-scale deployments.

The new table view interface makes it easier to visualize and manage connected CIs, laying the groundwork for future capabilities like bulk change generation and review—slated for the Australia release in early 2026. This evolution addresses the growing need for scalable, repeatable release processes in dynamic IT environments.

With Zurich, ServiceNow continues to push the boundaries of ITSM, delivering intelligent, user-centric solutions that drive efficiency, resilience, and satisfaction across the enterprise. Whether you're a service desk agent, release manager, or IT executive, Zurich offers powerful tools to elevate your impact and transform your workflows.