Combined Service Reliability Management release notes for upgrades from Yokohama to Zurich

  • Release version: Zurich
  • Updated August 11, 2026
  • 6 minutes to read
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    Summary of Combined Service Reliability Management release notes for upgrades from Yokohama to Zurich

    This consolidated release notes document guides ServiceNow customers through the upgrade from Service Reliability Management (SRM) version Yokohama to Zurich. It summarizes new features, changes, removals, and activation information across the releases to help customers prepare and optimize their SRM environment during the upgrade.

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    New Features

    • Yokohama Enhancements:
      • Express List: Replaces the Alerts tab to improve alert monitoring for distributed teams by focusing on relevant services, priorities, or alerts.
      • SLO Update History: Edited Service Level Objectives (SLOs) now have unique versioned names to clearly distinguish changes.
      • Change Approval Policies: Ability to integrate SLO metrics such as error budget remaining and burn rate into change approval workflows.
      • Assign Teams to TSOs: Assign teams to Technical Service Objects (TSOs) enabling decentralized team focus on specific service components.
      • ITOM Mobile Agent Support: Access SRM features on iOS and Android devices for alert tracking, incident management, and on-call scheduling starting version 6.3.
      • SLIs on Configuration Items: Filter Service Level Indicators (SLIs) to individual configuration items within service hierarchies for granular health tracking.
      • Notification Destinations: From version 6.4, send error budget policy violation notifications to destinations such as Microsoft Teams channels.
      • Service Reliability Dashboard: Introduced in version 6.4, this dashboard provides multiple visualizations for monitoring SLOs, error budgets, and service issues with interactive charts and tables added in version 6.4.1.
      • Flexible Team Approval Settings: Customize team governance by assigning different approval teams for new and existing requests, managed fully through the Service Operations Workspace Admin Center.
    • Zurich Enhancements:
      • Remove Services: Starting in version 6.5.0, remove services from SRM monitoring views while retaining them in the CMDB, allowing re-addition as needed.
      • Outage-Based SLIs: Add SLIs based on actual outages to track real downtime and customer impact alongside alert-based SLIs, with an improved creation flow for SLOs and error budget policies.
      • Notification Destinations & Dashboard: Continued enhancements to notification destinations (initially Microsoft Teams) and service reliability dashboard features for comprehensive performance monitoring.
      • Team Approval Customization: Continued improvements to team approval workflows with full configuration through the Admin Center.

    Changes and Removals

    • The traditional Alerts tab has been removed from the Reliability tasks page, replaced by the Express List for improved alert management.
    • No other feature changes or removals reported from Yokohama through Zurich.

    Activation and Installation

    To activate or install SRM or ITOM Mobile Agent, customers should request these apps via the ServiceNow Store. This applies to both Yokohama and Zurich releases. No new browser, accessibility, or localization requirements have been introduced.

    Practical Benefits for ServiceNow Customers

    • Improved alert and service monitoring through Express List and Service Reliability Dashboard enables faster issue identification and remediation.
    • Mobile access via ITOM Mobile Agent enhances operational agility for distributed teams.
    • Granular control with assignment of teams to TSOs and filtering SLIs by configuration items supports decentralized service management.
    • Enhanced governance with customizable team approval workflows reduces manual overhead and aligns with organizational processes.
    • Notification integration with Microsoft Teams keeps teams promptly informed about reliability issues and error budget violations.
    • New outage-based SLIs provide a more accurate measurement of actual downtime and customer impact.
    • Ability to remove unneeded services from SRM keeps monitoring data relevant and focused.

    By upgrading to Zurich, customers gain a more flexible, mobile-enabled, and insightful SRM solution to better manage and improve service reliability.

    Consolidated page of all release notes for Service Reliability Management from Yokohama to Zurich.

    How to use this page

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

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

    Release Release notes

    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 Service Reliability Management.

    Release Release notes

    Yokohama
    Enhance monitoring for distributed teams with Express List
    Improve monitoring with Express List. Express List replaces the Alerts tab and helps distributed SRM teams focus on the services, priorities, or alerts that matter to them.
    Track SLO update history
    View and track SLO update history with new naming conventions. Edited SLOs now receive unique names, such as Uptime (1) or Uptime (2), instead of keeping their original names. This update improves clarity and helps you distinguish between versions.
    Add SLOs to change approval policies
    Define change approval policies to approve updates or modifications in your system. You can now add the following policy inputs, helping you integrate critical information into the approval process:
    • SLO with the lowest percentage of error budget remaining
    • SLO with the highest burn rate
    Assign teams to TSOs
    Manage your services effectively by assigning teams to TSOs. TSOs, which are specific components within a parent technical service, can now be used in the SRM service list. Assigning SRM teams to TSOs helps decentralized teams focus on the services they’re responsible for.
    Stay connected and keep services reliable with ITOM Mobile Agent
    Starting in version 6.3, use ITOM Mobile Agent to access SRM features on iOS and Android devices. With ITOM Mobile Agent, you can track alerts, manage incidents, and work on tasks on the go. You can also manage on-call schedules by checking shifts, requesting time off, and filling gaps.
    Create SLIs on configuration items
    Starting in version 6.3, filter an SLI to a specific configuration item within the parent service hierarchy. This feature lets you monitor the individual components of a service, helping you accurately track service health and identify root causes faster.
    Keep teams informed with notification destinations
    Starting in version 6.4, send notifications about error budget policy violations to notification destinations. The first supported destination is Microsoft Teams, which lets you post details in specific channels and link back to SRM for further investigation.
    Monitor service reliability in a dashboard
    Starting in version 6.4, use the Service reliability dashboard to monitor and manage service performance. The dashboard offers multiple visualizations to help you track error budgets, monitor SLOs, and identify issues across your services. Starting in version 6.4.1, you can select charts to access further details and use the new SLO table to monitor reliability.
    Customize team approval settings with more flexibility
    Starting in version 6.4, customize team governance with more flexibility and less manual effort. You can assign different approval teams for new and existing team requests. The customization options are also fully available in the Service Operations Workspace Admin Center and no longer require manual setup in the Catalog Builder.

    Zurich
    Remove a service
    Starting in version 6.5.0, remove a service from SRM when you no longer need to track or monitor its reliability. Removing a service clears it from SRM views, including the Service page and Service reliability dashboard. The service remains in the Configuration Management Database (CMDB), and you can add it back to SRM at any time.
    Create outage-based SLIs
    Starting in version 6.5.0, add outage-based SLIs to track real downtime and customer impact. Use them with existing alert-based SLIs for a broader view of reliability. The flow for creating service level objectives (SLOs), SLIs, and error budget policies is also improved to simplify setup.
    Keep teams informed with notification destinations
    Send notifications about error budget policy violations to notification destinations. The first supported destination is Microsoft Teams, which lets you post details in specific channels and link back to SRM for further investigation.
    Monitor service reliability in a dashboard
    Use the Service reliability dashboard to monitor and manage service performance. The dashboard offers multiple visualizations to help you track error budgets, monitor SLOs, and identify issues across your services. Starting in version 6.4.1, monitor reliability using interactive charts and a new service level objective (SLO) table in the Service reliability dashboard.
    Customize team approval settings
    Customize team governance with more flexibility and less manual effort. You can assign different approval teams for new and existing team requests. The customization options are also fully available in the Service Operations Workspace Admin Center and no longer require manual setup in the Catalog Builder.

    Changes

    Between your current release family and Zurich, some changes were made to existing Service Reliability Management features.

    Release Release notes

    Yokohama

    		 No updates for this release.

    Zurich

    		 No updates for this release.

    Removed

    Between your current release family and Zurich, some Service Reliability Management features or functionality were removed.

    Release Release notes

    Yokohama

    The Alerts tab has been removed from the Reliability tasks page.

    Zurich

    		 No updates for this release.

    Deprecations

    Between your current release family and Zurich, some Service Reliability Management features or functionality were deprecated.

    Release Release notes

    Yokohama

    		 No updates for this release.

    Zurich

    		 No updates for this release.

    Activation information

    Review information on how to activate Service Reliability Management.

    Release Release notes

    Yokohama

    Install SRM or ITOM Mobile Agent 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

    Install SRM or ITOM Mobile Agent by requesting it from the ServiceNow Store.

    Additional requirements

    If any additional requirements were introduced or changed for Service Reliability Management we have noted them here.

    Release Release notes

    Yokohama

    		 No updates for this release.

    Zurich

    		 No updates for this release.

    Browser requirements

    If any specific browser requirements were introduced or changed for Service Reliability Management we have noted them here.

    Release Release notes

    Yokohama

    		 No updates for this release.

    Zurich

    		 No updates for this release.

    Accessibility information

    Review details on accessibility information for Service Reliability Management, such as specific requirements or compliance levels.

    Release Release notes

    Yokohama

    		 No updates for this release.

    Zurich

    Localization information

    If there are specific localization considerations for Service Reliability Management we have noted them here.

    Release Release notes

    Yokohama

    		 No updates for this release.

    Zurich

    		 No updates for this release.

    Highlight information

    If there are specific highlight considerations for Service Reliability Management we have noted them here.

    Release Release notes

    Yokohama
    • View and assess alerts in one place with Express List.
    • Starting in version 6.3, access SRM features on the go with ITOM Mobile Agent.
    • Starting in version 6.4, inform teams by setting up notification destinations and attaching them to error budget policies.
    • Starting in version 6.4, track, manage, and visualize service performance with the Service reliability dashboard.
    • Starting in version 6.4, get timely error budget updates that reflect the impact of ongoing, open alerts.

    See Service Reliability Management for more information.

    Zurich
    • Starting in version 6.5.0, remove unneeded services from SRM to keep your monitoring data relevant.
    • Starting in version 6.5.0, track real downtime and customer impact with outage-based service level indicators (SLIs).
    • Get timely error budget updates that reflect the impact of ongoing, open alerts.
    • Track, manage, and visualize service performance with the Service reliability dashboard.

    See Service Reliability Management for more information.