Consolidated page of all release notes for Now Assist for IT Operations Management (ITOM) from Zurich to Australia.
How to use this page
To help you prepare for your upgrade, we have combined the cross-family Now Assist for IT Operations Management (ITOM) 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 Now Assist for IT Operations Management (ITOM) to Australia
Before you upgrade to Australia, review these pre- and post-upgrade tasks and complete the tasks as needed.
| 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 Now Assist for IT Operations Management (ITOM).
| Release |
Release notes |
Zurich |
- Zurich Patch 9
- Use the ITOM MCP Server
- Use the ITOM MCP Server to connect an MCP client application, such as Claude or Moveworks, to your ServiceNow
ITOM environment. Investigate alerts, review CI reliability, assess incident impact on reliability, and create standard availability SLOs through the MCP client application.
- Zurich Patch 8
- Auto-generate SLOs for SRM services
- Use the SLO creator agent to generate SLOs for your SRM services. The agent analyzes incidents, alerts, and outage events to automatically create SLOs, helping teams adopt SLOs faster and track service reliability.
- Zurich Patch 7
- Configure the Dynatrace MCP server agent
- Set up the new Dynatrace MCP server agent, which replaces the Dynatrace analysis AI agent, for deeper alert analysis. In the analyze alert impact agentic workflow, you can ask more detailed questions about Dynatrace alerts, such as questions about logs, topology, or recent changes. In the manage alerts autonomously agentic workflow, investigations now pull more comprehensive Dynatrace context based on alert type.
- Updates to the manage alerts autonomously agentic workflow
- The manage alerts autonomously agentic workflow has been updated to provide additional AI insights in the preview panel and alert record. These updates include:
- Summaries of the logic behind automated decisions, such as auto closures of insignificant alerts
- A written summary of the Service Observability dashboard
Additionally, automated alert groups are now supported across Now Assist features such as alert assist and AI insights.
- Analyze log analytics alerts to assess impact and triage urgency
- The manage alert autonomously agentic workflow now includes AI-driven analysis for log analytics alerts. The alert hypothesizer skill evaluates historical patterns to assess if triage is required. It also classifies alerts
as proactive or reactive, where proactive indicates emerging risk and reactive indicates an active issue. The analysis can include contextual insights such as potential failure scenarios to support an alert investigation.
- Analyze Service Observability dashboard skill
- The analyze Service Observability dashboard skill uses generative AI to summarize a single Service Observability dashboard and calls out insights found in charts. This summary helps operators quickly orient to and
understand a particular dashboard. Once activated, this skill is available on all Service Observability dashboards and runs automatically from Incident Investigation when Service Observability is installed.
- Analyze service health
- The analyze service health skill uses generative AI to analyze all available Service Observability dashboards for the selected service in the Service Operations Workspace (SOW). It generates a summary of a service’s health and calls out any found insights. Once activated, this skill is available from the header of a service record in the SOW.
- Zurich Patch 5
- Enhance IT operations with AI-driven, autonomous alert management using the manage alerts autonomously workflow
-
Automate alert triage, impact analysis, and root cause investigation with an AI-driven workflow that replaces manual operator steps with autonomous decision-making. The workflow processes incoming alerts end-to-end and
surfaces consolidated insights through Express List, giving operators immediate visibility into what happened, what's affected, and why.
- Configure the Datadog and Gemini Cloud Assistant observability skills
- Set up the new Datadog and Gemini Cloud Assistant observability skills to get insights from those tools in the manage alerts autonomously agentic workflow. With Datadog and Google Gemini, the workflow now supports five observability tools, including Dynatrace, Kentik, and New Relic, helping you investigate and respond to a wider range of alerts.
- AIOps LEAP skill setup
- Status information for records grouping job run is available when skills are modified with support KB content.
- AIOps LEAP settings page
- The new interface for the AIOps LEAP properties includes default configuration to achieve opportunity savings and reporting.
- Action Insights panel
- The Action Insights panel on the automation opportunity details page provides suggestion to create sub-groups when there are large volumes of records. This helps optimize opportunities and knowledge gaps for architects.
- Zurich Patch 4
- View an error analysis by Now Assist in Agent Client Collector
- Starting in version 6.0.0, use Now Assist AI agents to gather information about errors occurring on Agent Client Collector agents. For example, you can verify the underlying cause behind a specific error or error code.
- Zurich Patch 1
- Configure the Dynatrace analysis AI agent
- Set up the Dynatrace analysis AI agent in the analyze alert impact agentic workflow to investigate Dynatrace alerts. With Dynatrace, the agentic workflow now supports three observability tools, including Kentik and New Relic, helping you investigate and respond to a wider range of alerts.
- Expand the analyze alert impact agentic workflow with four new AIOps agents
- Get a fuller view of alert impact with four new AIOps agents in the analyze alert impact agentic workflow. Along with observability data, the agentic workflow now includes information from within ServiceNow to help surface business impact and related issues. Activate the AIOps agents to include them in the agentic workflow.
- Enhance your decision-making process with the analyze potential impact agentic workflow
- Assess the potential impact of a change using the analyze potential impact agentic workflow. This workflow provides an analysis of the relevant servers and suggested services that might be impacted by your change request,
ensuring that you have all the insights needed to make informed decisions before making a change.
- Add access control lists for security in AI agents
- Enable security settings to run AI agents and agentic workflows using ACLs and user identities. You can configure and manage the ACLs in AI Agent Studio.
- Now Assist certificate renewal AI agent
- Use the Now Assist certificate renewal AI agentic workflow to automatically renew certificates before they expire. You can perform the following with the Now Assist certificate renewal AI agent:
- Renew individual certificates
- Find all certificates about to expire
- Renew all certificates about to expire in a single prompt
- Utilize the triage and analyze alerts agentic workflow in the context of an incident
- Initiate the triage and analyze alerts agentic workflow from the Now Assist panel in the context of the incident form to perform all the functions of the workflow. This workflow automatically assigns, acknowledges, and summarizes origin alerts, determines their significance
through historical analysis, and analyzes related incidents.
|
Australia |
No updates for this release. |
Changes
Between your current release family and Australia, some changes were made to existing Now Assist for IT Operations Management (ITOM) features.
| Release |
Release notes |
Zurich |
|
Australia |
No updates for this release. |
Removed
Between your current release family and Australia, some Now Assist for IT Operations Management (ITOM) features or functionality were removed.
| Release |
Release notes |
Zurich |
No updates for this release. |
Australia |
No updates for this release. |
Deprecations
Between your current release family and Australia, some Now Assist for IT Operations Management (ITOM) features or functionality were deprecated.
| Release |
Release notes |
Zurich |
In Zurich Patch 7, the Dynatrace analysis AI agent is being prepared for future deprecation. To continue getting Dynatrace insights in agentic workflows, deactivate the Dynatrace analysis AI agent and set up the Dynatrace MCP server agent. For configuration details, see Configure the Dynatrace MCP server agent.
|
Australia |
No updates for this release. |
Activation information
Review information on how to activate Now Assist for IT Operations Management (ITOM).
| Release |
Release notes |
Zurich |
Install AIOps Experience [sn_sow_aiops] and Now Assist for ITOM from the ServiceNow Store.
|
Australia |
No updates for this release. |
Additional requirements
If any additional requirements were introduced or changed for Now Assist for IT Operations Management (ITOM) we have noted them here.
| Release |
Release notes |
Zurich |
The Now Assist for ITOM application requires an ITOM Pro Plus or Enterprise Plus license.
|
Australia |
No updates for this release. |
Browser requirements
If any specific browser requirements were introduced or changed for Now Assist for IT Operations Management (ITOM) we have noted them here.
| Release |
Release notes |
Zurich |
No updates for this release. |
Australia |
No updates for this release. |
Accessibility information
Review details on accessibility information for Now Assist for IT Operations Management (ITOM), such as specific requirements or compliance levels.
| Release |
Release notes |
Zurich |
|
Australia |
No updates for this release. |
Localization information
If there are specific localization considerations for Now Assist for IT Operations Management (ITOM) we have noted them here.
| Release |
Release notes |
Zurich |
No updates for this release. |
Australia |
No updates for this release. |
Highlight information
If there are specific highlight considerations for Now Assist for IT Operations Management (ITOM) we have noted them here.
| Release |
Release notes |
Zurich |
Zurich Patch 9
Use the ITOM MCP Server with an MCP client application to investigate alerts, review configuration item (CI) reliability, assess incident impact, and create service level objectives (SLOs).
Zurich Patch 8
- AIOps LEAP added support for new third-party model Claude Sonnet 4.6.
- Auto-generate service level objectives (SLOs) to help teams track service reliability in SRM.
Zurich Patch 7
- Use the Dynatrace Model Context Protocol (MCP) server agent for deeper analysis in the analyze alert impact and manage alerts autonomously agentic workflows.
- Analyze a Service Observability dashboard to find performance insights.
- Understand service health by analyzing all available Service Observability dashboards for a service.
- Expand support for 3P AI Model in AIOps LEAP to include additional model options across Small (OpenAI GPT-4o mini, Claude Haiku 4.5, Gemini 2.0 Flash) and Large (OpenAI GPT-4o, Claude Sonnet 4.5, Gemini 2.0 Pro) tracks.
Zurich Patch 5
- Review changes to Now Assist usage measurement.
- Now Assist skills used in the analyze potential impact agentic workflow are turned on by default.
- Use the new manage alerts autonomously workflow to efficiently manage alerts and minimize resolution times, including an AI agent for triage, impact analysis, and root cause investigation.
-
- [Placeholder link text to key aiops-leap]
- Create Knowledge Base articles with embedded command snippets
- Guided chat workflow to create and manage Playbook and KBs
- Break large groups into targeted sub-groups using generative AI
- Generate comprehensive resolution steps from multiple web sources
- Regenerate resolutions when new data sources are enabled
Zurich Patch 4
- View an error analysis by Now Assist in Agent Client Collector.
- Additional role configuration is required for agentic workflows and AI agents included with Now Assist applications.
Zurich Patch 1
- Get deeper impact analysis in the analyze alert impact agentic workflow with five new AI agents.
- Enhance security for Now Assist AI agents with access control lists (ACLs).
- Find all TLS certificates expiring within a determined time and renew them in a single prompt.
- Use the triage and analyze alert agentic workflow to perform initial triage and analysis in the context of an incident.
- Review Alert analysis, and relevant information for new mixed alert groups in the Now Assist panel to help investigate alerts more effectively.
See Now Assist for ITOM for more information.
|
Australia |
No updates for this release. |