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

  • Release version: Zurich
  • Updated August 11, 2026
  • 3 minutes to read
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    Summary of Combined Service Level Management Release Notes for Upgrades from Yokohama to Zurich

    This consolidated release note summary assists ServiceNow customers in preparing for upgrades of Service Level Management (SLM) from the Yokohama release family to Zurich. It outlines new features, changes, removals, deprecations, and other relevant upgrade information to ensure smooth transition and effective use of SLM capabilities.

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    New Features

    • Zurich Release: Introduces the ability to configure an SLA timer for the "First to Breach" source. This applies to target-based and advanced condition-based SLAs, helping you proactively monitor and manage SLA breaches and response times on incidents.

    Changes

    No changes to existing Service Level Management features were made between Yokohama and Zurich releases.

    Removed Features

    • Yokohama Release: Service Level Management workflows have been removed and replaced by flows for new customers. Existing customers using workflows remain unaffected. Both new and existing customers can customize or extend these flows using ServiceNow Workflow Studio and Flow Designer.
    • Zurich Release: No removals noted.

    Deprecations

    No features or functionalities were deprecated between Yokohama and Zurich releases.

    Activation and Requirements

    • Service Level Management is a ServiceNow AI Platform feature that is active by default in both Yokohama and Zurich releases.
    • There are no additional requirements, browser specifications, or localization considerations introduced or changed between the two releases.

    Highlight Information

    • Yokohama Release: Workflow Studio is used to build and automate SLM workflows.
    • Zurich Release: The new default theme "Coral" enhances the Next Experience and Core UI with a modern look and feel.
    • The SLA Timer Configuration now supports both target-based and advanced condition-based "First to Breach" SLA timers, enabling more precise SLA breach tracking.

    Practical Implications for ServiceNow Customers

    When upgrading to Zurich, customers will benefit from enhanced SLA breach monitoring through the First to Breach timer configurations. Transition from workflows to flow-based automation is streamlined with Flow Designer, preserving existing automations while enabling new customization. The modernized Coral theme improves user experience without impacting functionality. No additional activation or configuration changes are required beyond standard upgrade procedures.

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

    How to use this page

    To help you prepare for your upgrade, we have combined the cross-family Service Level 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 Level 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 Level Management.

    Release Release notes

    Yokohama

    		 No updates for this release.

    Zurich
    Configure the SLA timer for the First to breach source
    Keep up with your service level expectations on incidents by configuring a First to Breach SLA timer for target-based and advanced condition-based SLAs. These configurations help you stay on top of breaches and response times.

    Changes

    Between your current release family and Zurich, some changes were made to existing Service Level 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 Level Management features or functionality were removed.

    Release Release notes

    Yokohama

    Service Level Management workflows have been removed and replaced by flows for new customers. Existing customers that use these workflows are unaffected. The flows are available to both new and existing customers. You can use ServiceNow® Workflow Studio to customize or extend these flows. For more information, see Flow Designer.

    Zurich

    		 No updates for this release.

    Deprecations

    Between your current release family and Zurich, some Service Level 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 Level Management.

    Release Release notes

    Yokohama

    Service Level Management is a ServiceNow AI Platform feature that is active by default.

    Zurich

    Service Level Management is a ServiceNow AI Platform feature that is active by default.

    Additional requirements

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

    Release Release notes

    Yokohama

    Use Workflow Studio to build and automate the workflows for Service Level Management.

    See Service Level Management for more information.

    Zurich

    • Coral is the new default theme for Next Experience and Core UI, offering a more modern experience.

    • SLA Timer Configuration supports target-based First to Breach SLA and advance condition-based First to Breach SLA.

    See Service Level Management for more information.