--- sourceDocument: australia Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/australia/delta-xanadu-australia Release : - australia ft:locale : - en-US ft:publication_title : - australia Combined Product Files ft:clusterId : - delta3ax bundleId : - delta3ax --- # Combined Product Support for Technology release notes for upgrades from Xanadu to Australia # Combined Product Support for Technology release notes for upgrades from Xanadu to Australia {#ariaid-title1} Release version: Australia Updated October 8, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 6 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Combined Product Support for Technology Release Notes for Upgrades from Xanadu to Australia This consolidated release notes document provides essential information for ServiceNow customers upgrading Product Support for Technology from the Xanadu release to the Australia release. It summarizes new features, changes, deprecations, activation steps, and key improvements relevant across multiple release families, facilitating a smooth upgrade experience. Show full answer Show less ## New Features * **Proactive Case Management Enhancements (Yokohama onwards):** Create proactive cases directly from incidents using Proactive Service Experience Workflows, including diagnostic playbooks and resolution task creation. * **Integration with External Systems:** Submit outbound service test run requests from Technology Product Support Cases to external southbound systems for deeper diagnostics. * **Service Problem Case Management:** Create service problem cases from workspaces and Customer Service Portal to address customer-raised issues effectively. * **ServiceNow Otto for Telecommunications, Media, and Technology (TMT) Integration:** Generate concise case summaries, resolution notes, test run summaries, and draft knowledge articles by leveraging AI-powered insights. Now Assist enables content refinement inline within case and knowledge article forms. * **Service Delivery Overview (Australia release):** Access comprehensive analytics dashboards via the Service Delivery Overview L1 menu in Service Operations Workspace and CSM/FSM Configurable Workspace, offering metrics on proactive cases, escalations, SLAs, channels, and KPIs. * **Customer Impact Tab:** Available in incident, change, and problem records to provide key customer account metrics and insights, improving decision-making and communication during Proactive Service Experience Workflows. * **Role Creation for Customer Service Problem Management:** Enables agents and customers to create and manage service problem cases. ## Changes * **Now LLM Service Deprecation (Australia):** The Now LLM Service is no longer the default AI model provider for new or inactive assets; a third-party LLM is now the default, though Now LLM remains available for manual selection. * **Service Delivery Overview Menu Addition:** The L1 menu for Service Delivery Overview is added to Service Operations Workspace and CSM/FSM Configurable Workspace for improved analytics access. ## Deprecations and Removals * **Deprecated Features (Australia):** The Analytics tab was removed from the customer account view, and the Notify Customers UI action was removed from case records. * **No feature removals were noted in this upgrade.** ## Activation and Installation To activate Product Support for Technology and Proactive Service Experience Workflows in the Australia release, customers must request installation from the ServiceNow Store. This ensures access to the latest features and integrations. ## Additional Information * No updates to browser requirements, localization, or accessibility information were introduced in this upgrade. * Early availability of analytics dashboards and customer impact features in Australia enhances operational visibility and workflow management. Consolidated page of all release notes for Product Support for Technology from Xanadu to Australia. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family Product Support for Technology release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Xanadu to Australia. 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 Product Support for Technology to Australia Before you upgrade to Australia, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-productsupportfortechnology-summary__entry__2} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## New features Between your current release family and Australia, new features were introduced for Product Support for Technology. {#dfrn3-productsupportfortechnology-summary__entry__12} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | [Redirection to the right case type](https://www.servicenow.com/docs/access?context=generate-proactive-cases&family=yokohama&ft:locale=en-US) : Create a proactive case from an incident in the Proactive Service Experience Workflows. [Playbook stages and activities](https://www.servicenow.com/docs/access?context=tech-product-support-playbook-stages&family=yokohama&ft:locale=en-US) : Diagnose the issue in the troubleshoot stage in the Technology Product Support Case playbook. Create the resolution task to solve the issue. [Integrate with external southbound systems](https://www.servicenow.com/docs/access?context=tech-product-outbound-flow&family=yokohama&ft:locale=en-US) : In the Technology Product Support Case, you can submit outbound service test run requests to various external systems by integrating the application with the external southbound systems. [Create a service problem case from the workspace](https://www.servicenow.com/docs/access?context=create-service-problem-case&family=yokohama&ft:locale=en-US) : Create a service problem case for a customer raised issue so that an agent can work on it and resolve the service-related problem. Record generation capability via playbooks for customer service problem management. [Create a service problem case in the Customer Service Portal](https://www.servicenow.com/docs/access?context=create-a-product-case-from-the-customer-service-portal&family=yokohama&ft:locale=en-US) : Create a service problem case to report an issue about the service from the Customer Service Portal. [Summarize a service problem case](https://www.servicenow.com/docs/access?context=now-assist-tmt-summarize-case&family=yokohama&ft:locale=en-US) : Use the ServiceNow Otto for Telecommunications, Media, and Technology (TMT) to provide concise, context-driven summaries specific to each case. This feature enables agents to confirm that critical case details are captured, and enable them to provide personalized and informed resolutions. [Generate the resolution notes for a service problem case using ServiceNow Otto for Telecommunications, Media, and Technology (TMT)](https://www.servicenow.com/docs/access?context=now-assist-tmt-generate-resolution&family=yokohama&ft:locale=en-US) : Generate resolution notes and then shorten or elaborate the content using the Now Assist context menu in the resolution notes field of the case form, in both the Core UI (UI16) and Workspace. [Generate a knowledge article](https://www.servicenow.com/docs/access?context=now-assist-tmt-generate-knowledge-article&family=yokohama&ft:locale=en-US) : You can now select and gather insights and data from multiple similar cases to draft an article by using ServiceNow Otto for TMT. You can revise the content in existing Knowledge articles by using the Now Assist icon (![Now assist icon.]()), which is accessible as an inline capability, and create and refine Knowledge articles. [Summarize test for a technology product support case using ServiceNow Otto for Telecommunications, Media, and Technology (TMT)](https://www.servicenow.com/docs/access?context=now-assist-tmt-summarize-tech-support-case&family=yokohama&ft:locale=en-US) : Generate the test run summary for a technology product support case record to understand the context of test outcomes and the root cause of the problem. [Components installed with Customer Service Problem Management](https://www.servicenow.com/docs/access?context=spm-components&family=yokohama&ft:locale=en-US) : Create roles for customer service problem management so that agents and customers can create service problem cases. | | Zurich | No updates for this release. | | Australia | [Service delivery overview](https://www.servicenow.com/docs/access?context=account-360-analytics-dashboard&family=australia&ft:locale=en-US) : Use Service Delivery Overview L1 menu to access the analytics dashboards. The Service Delivery Overview enables you to access charts and summary data on metrics such as proactive cases, account escalations, SLAs, channels used, core KPIs, and more. The Service Delivery Overview page is available in Service Operations Workspace in all releases. For CSM/FSM Configurable Workspace, it is available only in the Zurich and Australia releases. [Customer impact tab](https://www.servicenow.com/docs/access?context=enhance-customer-impact-visibility-psew-process&family=australia&ft:locale=en-US) : Use the customer impact tab in the incident, change, and problem case records. This tab shows key metrics and insights across customer accounts, reactive cases, and install base items. It improves visibility and streamline decision-making during PSEW processes. You can also generate proactive cases and communicate with customers or consumers. | [ ] ## Changes Between your current release family and Australia, some changes were made to existing Product Support for Technology features. {#dfrn3-productsupportfortechnology-summary__entry__22} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | [Now LLM service deprecation](https://www.servicenow.com/docs/access?context=exploring-large-language-models&family=australia&ft:locale=en-US) : 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. [Service delivery overview](https://www.servicenow.com/docs/access?context=account-360-analytics-dashboard&family=australia&ft:locale=en-US) : The Service Delivery Overview L1 menu is added to the Service Operations Workspace and CSM/FSM Configurable Workspace. | [ ] ## Removed Between your current release family and Australia, some Product Support for Technology features or functionality were removed. {#dfrn3-productsupportfortechnology-summary__entry__32} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Deprecations Between your current release family and Australia, some Product Support for Technology features or functionality were deprecated. {#dfrn3-productsupportfortechnology-summary__entry__42} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | * The Analytics tab is removed from the customer account view. * The Notify Customers UI action is removed from the case record. | [ ] ## Activation information Review information on how to activate Product Support for Technology. {#dfrn3-productsupportfortechnology-summary__entry__52} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | Activation information : Install Product Support for Technology and Proactive Service Experience Workflows by requesting them from the ServiceNow® Store. Important: Product Support for Technology 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 Product Support for Technology we have noted them here. {#dfrn3-productsupportfortechnology-summary__entry__62} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Browser requirements If any specific browser requirements were introduced or changed for Product Support for Technology we have noted them here. {#dfrn3-productsupportfortechnology-summary__entry__72} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Accessibility information Review details on accessibility information for Product Support for Technology, such as specific requirements or compliance levels. {#dfrn3-productsupportfortechnology-summary__entry__82} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Localization information If there are specific localization considerations for Product Support for Technology we have noted them here. {#dfrn3-productsupportfortechnology-summary__entry__92} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Highlight information If there are specific highlight considerations for Product Support for Technology we have noted them here. {#dfrn3-productsupportfortechnology-summary__entry__102} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | Australia Early Availability * Use analytics dashboards on the Service Delivery Overview page to improve usability and operational visibility. * Use the customer impact tab to improve operational clarity, reduce navigation time, and manage the Proactive Service Experience Workflows (PSEW) processes. See [Product Support for Technology](https://www.servicenow.com/docs/access?context=assurance-workflows&family=australia&ft:locale=en-US) for more information. | [ ]