Combined Now Assist for IT Operations Management (ITOM) release notes for upgrades from Yokohama to Zurich

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Combined Now Assist for IT Operations Management (ITOM) release notes for upgrades from Yokohama to Zurich

Release version: Zurich

Updated August 11, 2026

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Summary of Combined Now Assist for IT Operations Management (ITOM) Release Notes for Upgrades from Yokohama to Zurich

This consolidated release note provides a comprehensive overview of the enhancements, changes, and important upgrade information for Now Assist for IT Operations Management (ITOM) as customers upgrade from the Yokohama to Zurich release family. It is designed to help ServiceNow customers prepare for the upgrade by summarizing new features, changes, removals, and activation requirements that impact ITOM operations and AI-driven alert management workflows.

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Key Features

AI-driven Autonomous Alert Management: The manage alerts autonomously workflow automates alert triage, impact analysis, and root cause investigation, replacing manual steps with AI-based decision-making. It consolidates insights via Express List, giving immediate visibility into alert status, impact, and causes.
Expanded Observability Tool Integrations: Now Assist workflows support five observability tools—Datadog, Google Gemini, Dynatrace, Kentik, and New Relic—broadening the scope for alert investigation across environments.
Enhanced Agentic Workflows: The analyze alert impact workflow includes new AI agents that incorporate ServiceNow internal data to provide deeper business impact analysis. The analyze potential impact workflow assesses the effect of changes on servers and services, aiding decision-making before change implementation.
Security Enhancements: Access Control Lists (ACLs) and user identity configurations are now supported for AI agents and agentic workflows via AI Agent Studio, improving security and governance.
New AI Model Providers: Google Gemini and AWS Claude are now available alongside Now LLM Service and Azure OpenAI for Now Assist skills and AI agents, offering more AI model options.
Now Assist Certificate Renewal AI Agent: Automates identification and renewal of expiring TLS certificates, supporting bulk renewals and individual certificate management.
Integration with Service Operations Workspace (SOW): Playbooks created with AIOps LEAP (rebranded as Learning-Enhanced Automation Platform) appear directly in the SOW module, facilitating streamlined automation and workflow management.
Error Analysis in Agent Client Collector: Now Assist AI agents can analyze errors on Agent Client Collector agents, assisting in root cause verification.
AIOps LEAP Enhancements: New interfaces and panels provide default configurations, data range visibility, and suggestions to optimize automation opportunities and knowledge gaps.

Key Changes

Usage Measurement Update: Transition from a 365-day look-back to a 365-day burn-down model with usage resetting on contract anniversary, affecting how Now Assist consumption is tracked.
AI Agents Workflow Reorganization: Four AIOps AI agents were moved from the analyze alert impact workflow to the manage alerts autonomously workflow to streamline processes. Agents for Dynatrace, Kentik, and New Relic remain in the analyze alert impact workflow.
Default Skill Activation: New customers have designated Now Assist skills turned on by default upon installation. Existing customers upgrading will have previously unconfigured skills automatically activated, while previously configured but disabled skills remain off.
Role and Permission Adjustments: Configuration roles for AI agents have changed, requiring credentialadmin and connectionadmin roles instead of the older snobsaia.admin role for certain workflows.
AIOps LEAP Rebranding: Now called Learning-Enhanced Automation Platform to reflect broader capabilities beyond playbook creation.

Removed Features

The snobsaia.admin role has been removed for AI Agents for Observability configuration, replaced by credentialadmin and connectionadmin roles.
The “How severe is this alert?” prompt was removed from the analyze alert impact agentic workflow starting with AI Agents for Observability version 2.0.1.

Activation and Licensing

To activate Now Assist for ITOM, customers must install the AIOps Experience [snsowaiops] and Now Assist for ITOM applications from the ServiceNow Store for both Yokohama and Zurich releases.
An ITOM Pro Plus or Enterprise Plus license is required to use Now Assist for ITOM.

Additional Information

No browser, accessibility, or localization changes were introduced between Yokohama and Zurich releases.

What ServiceNow Customers Can Expect

Upgrading from Yokohama to Zurich enhances your IT operations with more autonomous AI-driven alert management workflows, deeper observability integrations, and improved security controls. You will benefit from streamlined AI agent workflows that reduce manual intervention in alert triage and impact analysis, leading to faster incident resolution and better-informed change decisions. The expanded AI model provider options and integration with Service Operations Workspace enable greater flexibility and automation capabilities. Ensure proper role configurations and review usage measurement changes to maintain compliance and maximize value.

Consolidated page of all release notes for Now Assist for IT Operations Management (ITOM) from Yokohama to Zurich.

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 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 Now Assist for IT Operations Management (ITOM) 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 Now Assist for IT Operations Management (ITOM).


Release	Release notes
Yokohama	Yokohama Patch 11 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. Yokohama Patch 6 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 you have all the insights needed to make informed decision before 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. 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. New third-party AI model provider options available for all Now Assist applications Google Gemini and AWS Claude are available for Now Assist skills and AI agents in addition to Now LLM Service and Azure OpenAI. Yokohama Patch 3 Analyze alert impact agentic workflow Analyze the impact of alerts and identify the possible causes with the Analyze alert impact agentic workflow. The workflow interacts with observability tools, such as Kentik and New Relic, to surface alert details and provide insights. Now Assist for IT Operations Management (ITOM) Triage and analyze alert agentic workflow Automatically assign, acknowledge, and summarize the alerts, determine their significance through history analysis, and analyze the related incidents. Initiate multiple parallel processes to triage and analyze the different alerts.
Zurich	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.

Changes

Between your current release family and Zurich, some changes were made to existing Now Assist for IT Operations Management (ITOM) features.


Release	Release notes
Yokohama	Yokohama Patch 11 Changes to Now Assist usage measurement Starting with Yokohama Patch 5, Now Assist usage measurement is transitioning from a 365-day look-back model to a 365-day burn-down model, with usage resetting at the contract anniversary date. For more information, refer to KB KB2704710: Now Assist Usage - Overview & New Measurement Logic. Some Now Assist skills are turned on by default The new default behavior works as follows: New customers: When you install a Now Assist product, designated skills are turned on automatically. Existing customers who are upgrading (starting with Yokohama Patch 11): Any previously unconfigured skill is turned on automatically (the skill was never configured and turned on, then turned off again). Previously configured skills that were turned on, then off, remain inactive. AIOps AI agents removed from the analyze alert impact agentic workflow Four AIOps AI agents have been removed from the analyze alert impact agentic workflow as they're now available in the manage alerts autonomously agentic workflow. AI agents for Dynatrace, Kentik, and New Relic remain in the analyze alert impact agentic workflow to help you learn about and respond to alerts.
Zurich	Zurich Patch 5 Changes to Now Assist usage measurement AIOps AI agents removed from the analyze alert impact agentic workflow Four AIOps AI agents have been removed from the analyze alert impact agentic workflow because they're now available in the manage alerts autonomously agentic workflow. AI agents for Dynatrace, Kentik, and New Relic remain in the analyze alert impact agentic workflow to help you learn about and respond to alerts. AIOps LEAP rebranding AIOps LEAP is renamed as Learning-Enhanced Automation Platform reflecting expanded scope beyond just Playbook creation. Service Operations Workspace (SOW) Integration Playbooks appear in SOW module. Data Range Display The AIOps LEAP landing page shows analyzed data date range for automation teams to be aware of time-ranges of analysis. Zurich Patch 4

Removed

Between your current release family and Zurich, some Now Assist for IT Operations Management (ITOM) features or functionality were removed.


Release	Release notes
Yokohama	Starting with version 2.0.1 of AI Agents for Observability, the sn_obs_aia.admin role, previously required to configure AI agents in the Analyze alert impact agentic workflow, has been removed. Users must now have the credential_admin and connection_admin roles instead. Starting with version 2.0.1 of AI Agents for Observability, the prompt `How severe is this alert?` no longer appears in the Analyze alert impact agentic workflow.
Zurich	No updates for this release.

Deprecations

Between your current release family and Zurich, some Now Assist for IT Operations Management (ITOM) 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 Now Assist for IT Operations Management (ITOM).


Release	Release notes
Yokohama	Install the AIOps Experience [sn_sow_aiops] application from the ServiceNow Store. Install Now Assist for ITOM by requesting it from the ServiceNow Store.
Zurich	Install AIOps Experience [sn_sow_aiops] and Now Assist for ITOM from the ServiceNow Store.

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
Yokohama	The Now Assist for ITOM application requires an ITOM Pro Plus or Enterprise Plus license.
Zurich	The Now Assist for ITOM application requires an ITOM Pro Plus or Enterprise Plus license.

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
Yokohama	No updates for this release.
Zurich	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
Yokohama	No updates for this release.
Zurich

Localization information

If there are specific localization considerations for Now Assist for IT Operations Management (ITOM) 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 Now Assist for IT Operations Management (ITOM) we have noted them here.


Release	Release notes
Yokohama	Yokohama Patch 11 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. Additional role configuration is required for agentic workflows and AI agents included with Now Assist applications. Yokohama Patch 6 Get deeper impact analysis in the Analyze alert impact agentic workflow with five new AI agents. Review Alert analysis, and relevant information for new mixed alert groups in the Now Assist panel to help investigate alerts more effectively. Use the Triage and analyze alert agentic workflow to perform initial triage and analysis in the context of an incident. Enhance security for Now Assist AI agents with Access Control Lists (ACLs). Use Google Gemini and Anthropic Claude on AWS as AI model providers for Now Assist skills and AI agents in addition to Now LLM Service and Azure OpenAI. Yokohama Patch 3 Investigate alerts and get the context that you need to respond efficiently using the Analyze alert impact agentic workflow. Automatically perform initial alert triage and analysis tasks such as assigning alerts, analyzing alert history, and summarizing past incidents, with the Triage and analyze alert agentic workflow. See Now Assist for ITOM for more information.
Zurich	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. AIOps LEAP Create Knowledge Base articles with embedded command snippets Guided chat workflow to create and manage Playbooks 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.