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The Zurich release of the ServiceNow AI Platform continues to expand the boundaries of what’s possible with AI. And with customer success offerings such as ServiceNow Impact and Expert Services, you can accelerate adoption, optimize performance, and realize measurable value—faster than ever. Whether you're a platform owner, CIO, or transformation leader, the Zurich release brings new capabilities designed to help you put AI to work and drive strategic outcomes with confidence.
Put AI to work with new accelerators
Accelerators are fixed-scope engagements led by ServiceNow experts that help you achieve specific outcomes faster. They're available as part of your ServiceNow Impact subscription. Zurich introduces two new AI-focused accelerators:
1. Jumpstart Your Now Assist in Document Intelligence empowers agents to focus on complex tasks by eliminating manual copy-paste and context switching.
2. Jumpstart Your External Content Connectors enables AI Search across external systems like SharePoint and Confluence using Workflow Data Fabric. These accelerators help organizations adopt AI faster, with expert-led guidance and hands-on demos tailored to your instance.
Track value realized with enhanced reporting
Impact now allows you to set business objectives and success metrics directly within the platform. Real-time dashboards provide visibility into performance and outcomes, helping you align strategic goals with execution, monitor progress across initiatives, and demonstrate value to stakeholders.
Convert insights into action with SPM integration
With the Strategic Portfolio Management (SPM) integration, Impact recommendations can be converted into actionable work items. You can view and manage work items directly in Impact, track execution status with automatic syncing, and eliminate fragmentation to accelerate delivery.
Diagnose issues faster with GenAI-powered observability
Instance Observer, the instance-monitoring solution that's part of ServiceNow Impact, has been enhanced to add root-cause summaries. These are GenAI-powered summaries of logs and alerts that help you reduce mean time to detect and resolve issues. Alert enhancements give customers with Impact Guided access to the six most-used alerts, plus version history for transparency and accountability. These features help teams proactively monitor performance and respond before issues escalate.
Optimize platform health with Preventive Care
The Preventive Care add-on, now available for all Impact success plans, offers premium diagnostics and support, including bi-annual expert-led engagements, deep health insights, and guided recommendations. It helps you proactively resolve issues and improve scalability and reliability.
Accelerate implementation with Expert Services
Zurich introduces two new Expert Services offerings:
1. Solution Architecture Advisory aligns your ServiceNow implementation with business goals and best practices.
2. Core Business Suite Implementation connects employees, suppliers, systems, and data for streamlined operations.
These services are designed to help you implement and adopt ServiceNow solutions faster, with confidence.
