Combined ITSM Success Dashboard release notes for upgrades from Xanadu to Zurich

  • Release version: Zurich
  • Updated August 11, 2026
  • 4 minutes to read
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    Summary of Combined ITSM Success Dashboard Release Notes for Upgrades from Xanadu to Zurich

    This consolidated release notes page details the updates, new features, changes, removals, deprecations, and activation information for the ITSM Success Dashboard across the ServiceNow releases from Xanadu through Yokohama up to Zurich. It is designed to help ServiceNow customers prepare for and understand the impact of upgrading their ITSM Success Dashboard to the Zurich release.

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    New Features

    • Xanadu Release: Introduced new KPIs under self-solved deflections that leverage AI Search QnA and Now Assist Search QnA, enabling users to resolve digital issues using AI-powered tools. Added a KPI for self-solved deflections via Proactive Engagement for Digital End-user Experience (DEX) through proactive issue detection and resolution.
    • New On-call dashboard KPIs help track daily acknowledged escalations.
    • A dedicated Change Management Dashboard with a Change Success Score tab consolidates change success score metrics.
    • Yokohama Release: Added new KPIs under Productivity moments to measure the effectiveness of Now Assist features such as Successful Change Summarization and Successful Change Risk Explanation, providing insights into change management benefits.
    • Introduced a KPI tracking Knowledge Articles created using Now Assist to quantify knowledge base growth driven by AI assistance.
    • Added a self-solved percentage KPI that captures resolutions through Digital End-User Experience self-service channels (Desktop Assistant, Now Assist panel, Employee portal).
    • Zurich Release: No new features were introduced.

    Changes, Removals, and Deprecations

    No changes, removed features, or deprecated functionality were recorded for the ITSM Success Dashboard from Xanadu through Zurich releases, ensuring stability in dashboard features during this upgrade path.

    Activation Information

    • Xanadu and Yokohama: ITSM Success Dashboard is available via the ServiceNow Store and must be requested for installation there. Customers should refer to the ServiceNow Store for additional information about app availability and release notes history.
    • Zurich: No updates to activation processes.

    Additional Information

    • No updates or changes were noted for additional requirements, browser requirements, accessibility, or localization across the Xanadu, Yokohama, and Zurich releases.

    Highlights for Customers

    • Xanadu: New KPIs in self-solved deflections enable better tracking of AI-powered resolution methods for end-user digital issues.
    • Yokohama: Enhanced Productivity moments KPIs demonstrate the value of Now Assist capabilities, including change summarization, risk explanation, and AI-driven knowledge article creation.
    • Zurich: No new highlights.

    ServiceNow customers upgrading their ITSM Success Dashboard from Xanadu to Zurich can expect enhanced AI-driven KPIs primarily introduced in the Xanadu and Yokohama releases, no disruptions in existing features, and straightforward activation via the ServiceNow Store. This enables improved measurement and insights into self-service resolutions, change management success, and productivity enhancements powered by Now Assist.

    Consolidated page of all release notes for ITSM Success Dashboard from Xanadu to Zurich.

    How to use this page

    To help you prepare for your upgrade, we have combined the cross-family ITSM Success Dashboard release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Xanadu to Zurich.

    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 ITSM Success Dashboard to Zurich

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

    Release Release notes

    Xanadu

    		 No updates for this release.

    Yokohama

    		 No updates for this release.

    Zurich

    		 No updates for this release.

    New features

    Between your current release family and Zurich, new features were introduced for ITSM Success Dashboard.

    Release Release notes

    Xanadu
    • The new Self-solved using AI Search QnA and Self-solved using Now Assist Search QnA KPIs are added to the self-solved deflections. These new contributing indicators assist users to resolve their digital issues using AI Search and the Now LLM Service.
    • The ITSM Self-solved using Proactive Engagement for DEX indicator is added to self-solve deflection where employees self-solve their digital experience issues by leveraging the proactive issue detection and resolution capability of the ServiceNow® Digital End-user Experience product.
    • Experience the new KPIs introduced in the On-call dashboard to help track the acknowledged escalations encountered by the users on a daily basis.
    • Access all the change success score related metrics categorized under the Change Success Score tab in the new Change Management Dashboard.

    Yokohama
    • The all new KPIs Successful Change Summarization - Now Assist and Successful Change Risk Explanation - Now Assist are added to the Productivity moments. These new contributing indicators help you understand the benefits of using change summarization and change risk explanation through Now Assist.
    • The Key Performance Indicator (KPI) Knowledge Articles created using Now Assist is added to Productivity moments. This primary indicator shows how many knowledge base articles are created using Now Assist in a given period.
    • New KPI is added to the self solved - percentage. This new KPI shares the number of times the issue is resolved using the Digital End-User Experience self service channels like Desktop Assistant, Now Assist panel, and Employee portal.

    Zurich

    		 No updates for this release.

    Changes

    Between your current release family and Zurich, some changes were made to existing ITSM Success Dashboard features.

    Release Release notes

    Xanadu

    		 No updates for this release.

    Yokohama

    		 No updates for this release.

    Zurich

    		 No updates for this release.

    Removed

    Between your current release family and Zurich, some ITSM Success Dashboard features or functionality were removed.

    Release Release notes

    Xanadu

    		 No updates for this release.

    Yokohama

    		 No updates for this release.

    Zurich

    		 No updates for this release.

    Deprecations

    Between your current release family and Zurich, some ITSM Success Dashboard features or functionality were deprecated.

    Release Release notes

    Xanadu

    		 No updates for this release.

    Yokohama

    		 No updates for this release.

    Zurich

    		 No updates for this release.

    Activation information

    Review information on how to activate ITSM Success Dashboard.

    Release Release notes

    Xanadu

    Install ITSM Success Dashboard by requesting it from the ServiceNow Store. Visit the ServiceNow Store 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.

    Yokohama

    Install ITSM Success Dashboard by requesting it from the ServiceNow Store. Visit the ServiceNow Store 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.

    Zurich

    		 No updates for this release.

    Additional requirements

    If any additional requirements were introduced or changed for ITSM Success Dashboard we have noted them here.

    Release Release notes

    Xanadu

    		 No updates for this release.

    Yokohama

    		 No updates for this release.

    Zurich

    		 No updates for this release.

    Browser requirements

    If any specific browser requirements were introduced or changed for ITSM Success Dashboard we have noted them here.

    Release Release notes

    Xanadu

    		 No updates for this release.

    Yokohama

    		 No updates for this release.

    Zurich

    		 No updates for this release.

    Accessibility information

    Review details on accessibility information for ITSM Success Dashboard, such as specific requirements or compliance levels.

    Release Release notes

    Xanadu

    		 No updates for this release.

    Yokohama

    		 No updates for this release.

    Zurich

    		 No updates for this release.

    Localization information

    If there are specific localization considerations for ITSM Success Dashboard we have noted them here.

    Release Release notes

    Xanadu

    		 No updates for this release.

    Yokohama

    		 No updates for this release.

    Zurich

    		 No updates for this release.

    Highlight information

    If there are specific highlight considerations for ITSM Success Dashboard we have noted them here.

    Release Release notes

    Xanadu

    Experience the new KPIs introduced in the self-solved deflections category of ITSM Success Dashboard to help resolve the digital issues encountered by users on a daily basis.

    See ITSM Success Dashboard indicators for more information.

    Yokohama

    Experience the all new KPIs introduced for the Now Assist under Productivity moments per user in ITSM Success Dashboard to understand the benefits of using Now Assist features like Change Summarization, Change Risk Explanation, and Knowledge Article generation.

    See ITSM Success Dashboard indicators for more information.

    Zurich

    		 No updates for this release.