--- sourceDocument: australia Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/australia/delta-zurich-australia Release : - australia ft:locale : - en-US ft:publication_title : - australia Combined Product Files ft:clusterId : - delta3az bundleId : - delta3az --- # Combined Product Support for Technology release notes for upgrades from Zurich to Australia # Combined Product Support for Technology release notes for upgrades from Zurich to Australia {#ariaid-title1} Release version: Australia Updated October 8, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 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 Zurich to Australia This consolidated release notes page provides ServiceNow customers with essential information to prepare for upgrading Product Support for Technology from the Zurich release to the Australia release. It summarizes new features, changes, deprecations, and activation instructions relevant to this upgrade cycle. Customers can use this guide to understand what has changed, what new capabilities are available, and the steps required to enable the updated functionality efficiently. Show full answer Show less ## New Features * **Service Delivery Overview:** Accessible via the L1 menu in Service Operations Workspace, this feature offers analytics dashboards showing metrics such as proactive cases, account escalations, SLAs, channel usage, and core KPIs. It is available in all releases within Service Operations Workspace and in the Zurich and Australia releases for CSM/FSM Configurable Workspace. * **Customer Impact Tab:** Introduced in incident, change, and problem case records, this tab provides key metrics and insights across customer accounts, reactive cases, and install base items. It enhances visibility and streamlines decision-making in Proactive Service Experience Workflow (PSEW) processes. It also supports generating proactive cases and customer communications. ## Changes * **Now LLM Service Deprecation:** The Now LLM Service is no longer the default provider for new or inactive AI assets. Instead, a third-party large language model (LLM) is selected by default, though existing configurations using the Now LLM Service remain unchanged and it is still available for manual selection. * **Service Delivery Overview Menu Addition:** The L1 menu item for Service Delivery Overview was added to both Service Operations Workspace and CSM/FSM Configurable Workspace. ## Deprecations * The **Analytics tab** has been removed from the customer account view. * The **Notify Customers** UI action has been removed from the case record interface. ## Activation and Requirements * To activate Product Support for Technology and Proactive Service Experience Workflows, customers must request the products from the ServiceNow Store. * No additional requirements, browser changes, localization updates, or accessibility modifications were introduced between Zurich and Australia releases. ## Key Outcomes * Improved operational visibility and usability through enhanced analytics dashboards in the Service Delivery Overview. * Streamlined PSEW process management and faster decision-making with the Customer Impact tab. * Transition to third-party LLM providers by default, offering flexibility while retaining manual selection of the Now LLM Service. * Removal of some UI elements to simplify the interface and focus on core functionality. Consolidated page of all release notes for Product Support for Technology from Zurich 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 Zurich 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 | |-|-| | 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__8} | Release | Release notes | |-|-| | 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__14} | Release | Release notes | |-|-| | 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__20} | Release | Release notes | |-|-| | 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__26} | Release | Release notes | |-|-| | 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__32} | Release | Release notes | |-|-| | 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__38} | Release | Release notes | |-|-| | 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__44} | Release | Release notes | |-|-| | 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__50} | Release | Release notes | |-|-| | 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__56} | Release | Release notes | |-|-| | 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__62} | Release | Release notes | |-|-| | 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. | [ ]