--- sourceDocument: Zurich Release Notes sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/release-notes Release : - zurich ft:locale : - en-US ft:publication_title : - Zurich Release Notes ft:clusterId : - rn bundleId : - rn --- # Telecommunications, Media, and Technology release notes # Telecommunications, Media, and Technology release notes {#ariaid-title1} Release version: Zurich Updated July 31, 2025 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read ServiceNow® Telecommunications, Media, and Technology has new and updated applications and features in the Zurich release. ## Telecommunications products and applications {#technology-industry-rn-landing__section_txh_g4k_4xb} The Telecommunications industry solution includes the following applications: * Telecommunications Service Management connects your entire telecommunications operations, from network to customer, with one platform to deliver proactive care and maximize the availability and quality of service. It includes the following applications: * Service Exchange * Proactive Service Experience Workflows * Customer Success Management * Customer Service Problem Management {#technology-industry-rn-landing__ul_ttq_cpk_4xb} * Sales CRM for Telecommunications. See [Sales Customer Relationship Management release notes](https://www.servicenow.com/docs/j0muBrDe1ITiFPtGjOyHXA "ServiceNow Sales Customer Relationship Management is a set of new and updated applications and features in the Zurich release. These applications enable you to manage the product sales life cycle in your organization, including leads, pre-sales opportunities, sales quote generation, order capture, order fulfillment, and post-sales order changes and renewals."). * Telecommunications Network Inventory * Telecommunications Service Operations Management * Strategic Portfolio Management for Telecom * Field Service Management for Telecommunications * ServiceNow Otto for Telecommunications, Media, and Technology (TMT) {#technology-industry-rn-landing__ul_klq_1pk_4xb} ## Technology products and applications {#technology-industry-rn-landing__section_g5y_zm1_d2c} The Technology industry solution includes the following applications: * Technology Service Management connects your entire technology operations, from network to customer, with one platform to deliver proactive care and maximize the availability and quality of service. It includes the following applications: * Service Exchange * Proactive Service Experience Workflows * Customer Success Management * Technology Product Support Case {#technology-industry-rn-landing__ul_qhs_lpk_4xb} * Sales and Order ManagementSales CRM for Technology Providers. See [Sales Customer Relationship Management release notes](https://www.servicenow.com/docs/j0muBrDe1ITiFPtGjOyHXA "ServiceNow Sales Customer Relationship Management is a set of new and updated applications and features in the Zurich release. These applications enable you to manage the product sales life cycle in your organization, including leads, pre-sales opportunities, sales quote generation, order capture, order fulfillment, and post-sales order changes and renewals."). * ServiceNow Otto for Telecommunications, Media, and Technology (TMT) {#technology-industry-rn-landing__ul_phs_lpk_4xb} * **[Customer Service Problem Management release notes](https://www.servicenow.com/docs/ssvRtAmbv4_uFpLN0rlLug)** The ServiceNow® Customer Service Problem Management application helps customer to identify and resolve service problems. Automatically suggests relevant diagnostic tests, as configured by admin, to check the service quality and troubleshoot the problem effectively. After identifying the root cause, the application helps generate a repair task based on the test outcomes, leading to a successful resolution. Customer Service Problem Management was enhanced and updated in the Zurich release. * **[Customer Success Management release notes](https://www.servicenow.com/docs/pCAqeysaCyjm9d0xzIAyxw)** The ServiceNow® Customer Success Management application helps you to streamline your onboarding process, define and track objectives and outcomes, identify and mitigate risks, and increase renewal rates. Customer Success Management was enhanced and updated in the Zurich release. * **[Field Service Management for Telecommunication release notes](https://www.servicenow.com/docs/JxATU4Nuy1HLgz9BZ9vYSQ)** The ServiceNow Field Service Management for Telecommunication application enables you to manage the field service workflow for the telecommunication industry. Field Service Management for Telecommunication was enhanced and updated in the Zurich release. * **[ServiceNow Otto for Telecommunications, Media, and Technology (TMT) release notes](https://www.servicenow.com/docs/EeVj4LdaoZ8p8L4qV2PZMA)** The ServiceNow® ServiceNow Otto for Telecommunications, Media, and Technology (TMT) application enriches purpose-built industry workflows with generative AI to supercharge insights, actions, and self-service experiences. ServiceNow Otto for Telecommunications, Media, and Technology (TMT) was enhanced and updated in the Zurich release. * **[ServiceNow Otto for Sales Customer Relationship Management for Telecommunications release notes](https://www.servicenow.com/docs/XTWDJDf159VOJydU578AYw)** The ServiceNow® Now Assist for Sales CRM for Telecommunications application enriches purpose-built industry workflows with generative AI to supercharge insights, actions, and self-service experiences. ServiceNow Otto for Sales Customer Relationship Management for Telecommunications is a new application in the Zurich release. * **[Proactive Service Experience Workflows release notes](https://www.servicenow.com/docs/1Lprs_tvSX8aMTLJ852INw)** The ServiceNow® Proactive Service Experience Workflows helps your technical support teams identify your impacted customers, communicate directly with them, escalate a case if needed, and auto-generate cases for faster issue resolution. Proactive Service Experience Workflows was enhanced and updated in the Zurich release. * **[Service Exchange release notes](https://www.servicenow.com/docs/Nw_41hVTMgg~BvPfLIS2pw)** ServiceNow® Service Exchange will be renamed for the 2026 Australia release and will maintain the same functionality. This application enables providers and consumers to connect and track services directly between instances without having to configure and maintain custom integrations. Service Exchange was enhanced and updated in the Zurich release. * **[Telecommunications Network Inventory release notes](https://www.servicenow.com/docs/LNUieNSXRW0DiZZkU5xJQw)** The ServiceNow® Telecommunications Network Inventory application enables network planners to model physical, logical, or virtual networks, support datacenter infrastructure management, and perform design and assign services. Telecommunications Network Inventory was enhanced and updated in the Zurich release. * **[Telecommunications Service Operations Management (TSOM) release notes](https://www.servicenow.com/docs/qhnCJfiClkkyEHImIu7jLA)** The ServiceNow® Telecommunications Service Operations Management (TSOM) application provides visibility into network infrastructure and enables service providers to streamline data accuracy across systems. It supports proactive issue detection, reduces downtime risk, and enables faster, data-driven decisions. Telecommunications Service Operations Management (TSOM) was enhanced and updated in the Zurich release.