Combined Predictive Intelligence release notes for upgrades from Yokohama to Zurich

zurich Combined Product Files

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zurich

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en-US

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zurich Combined Product Files

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delta3zy

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delta3zy

Combined Predictive Intelligence release notes for upgrades from Yokohama to Zurich

Release version: Zurich

Updated August 11, 2026

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Summary of Combined Predictive Intelligence release notes for upgrades from Yokohama to Zurich

This consolidated release notes page provides ServiceNow customers with essential information about Predictive Intelligence upgrades from the Yokohama to Zurich release families. Predictive Intelligence, formerly known as Agent Intelligence, includes AI-driven classification and prediction capabilities integrated within the ServiceNow platform. The notes highlight new features, changes, deprecations, and activation details to help customers successfully prepare for and implement the upgrade.

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New features

Model Explainability (introduced in Yokohama): Enables users to understand which classes most influence model predictions via a new Feature Importance tab, enhancing transparency in Workflow Classification solutions.
Advanced classification options (available from Yokohama Patch 4 and Zurich):
- Configure models to include only the top N most frequent labels.
- Set minimum record thresholds for labels to be included in training data.
- Remove "others" label records to reduce noise and improve accuracy.
- Enable LightGBM algorithm for classification model training for enhanced performance.
- Customize training behavior using JSON-formatted configuration parameters.
Observability Dashboard (Zurich): Introduces a dedicated error logging table and dashboard to monitor and analyze prediction errors, improving model reliability and troubleshooting capabilities.

Changes

Validation logic (Zurich): New validation ensures Predictive Intelligence has proper ACL permissions to access data tables before model training, reducing training errors and improving data security compliance.

Deprecations

ITSM Predictive Intelligence Workbench (Yokohama): This component is deprecated and no longer supported. Customers should install the Task Intelligence for ITSM application (com.snc.itsmmltask) for the latest ITSM predictive functionalities.

Activation and requirements

Activation: Predictive Intelligence is activated by default in Zurich. In Yokohama, activation requires enabling the Predictive Intelligence plugin (com.glide.platformml).
Additional requirements, browser, accessibility, and localization: No updates or changes were introduced between Yokohama and Zurich.

Practical implications for customers

By upgrading to Zurich, customers gain enhanced transparency into model decisions, improved classification model customization, and better error monitoring tools, enabling more accurate and trustworthy AI-driven automation. The new validation logic helps avoid common configuration errors related to data access permissions. Customers should also transition from the deprecated ITSM Predictive Intelligence Workbench to the recommended Task Intelligence for ITSM application to maintain support and receive the latest features.

Consolidated page of all release notes for Predictive Intelligence from Yokohama to Zurich. Predictive Intelligence was previously called Agent Intelligence.

How to use this page

To help you prepare for your upgrade, we have combined the cross-family Predictive Intelligence 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 Predictive Intelligence 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 Predictive Intelligence.


Release	Release notes
Yokohama	Model Explainability Learn which classes contribute most to your model's predictions by optionally adding Model Explainability to Workflow Classification solutions. Model Explainability provides a new tab labeled Feature Importance where you can run an analysis of each class's contribution to the overall prediction. Leverage new advanced options for classification solutions, from Yokohama Patch 4. Configure include only top N labels. Limit the classification model to use only the top most frequent labels. You can choose a number as the limit. Minimum records needed for label to include it. Set a threshold for the minimum number of records a label must have in your dataset to be included in model training. Remove others label. Reduce noise in the model and enhance predictive accuracy by removing records with the label "others" from training data. Use LightGBM algo for classification model training. Enable the LightGBM (Light Gradient-Boosting Machine) algorithm for training classification models. Config parameters for model config in classification. Customize training behavior by including a dictionary of parameters in the JSON format.
Zurich	Review any errors in predictions using the Observability Dashboard Monitor errors using the Observability Dashboard which provides analytics derived from a new table. This table is dedicated to logging any errors that may occur during Predictive Intelligence predictions. Leverage new advanced options for classification solutions Customize your classification models in Predictive Intelligence with the following advanced options. Configure include only top N labels: Limit the classification model to use only the top most frequent labels. You can choose a number as the limit. Minimum records needed for label to include it: Set a threshold for the minimum number of records a label must have in your dataset to be included in model training. Remove others label: Reduce noise in the model and enhance predictive accuracy by removing records with the label "others" from training data. Use LightGBM algo for classification model training: Enable the LightGBM (Light Gradient-Boosting Machine) algorithm for training classification models. Config parameters for model config in classification: Customize training behavior by including a dictionary of parameters in the JSON format.

Changes

Between your current release family and Zurich, some changes were made to existing Predictive Intelligence features.


Release	Release notes
Yokohama	No updates for this release.
Zurich	Validation logic ensures that Predictive Intelligence can access data tables Reduce errors while training Predictive Intelligence models with the help of new validation logic. This validation checks whether your data tables have ACLs (Access Control Lists) granting access to Predictive Intelligence.

Removed

Between your current release family and Zurich, some Predictive Intelligence features or functionality were removed.


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

Deprecations

Between your current release family and Zurich, some Predictive Intelligence features or functionality were deprecated.


Release	Release notes
Yokohama	With the Yokohama release, ITSM Predictive Intelligence Workbench is deprecated and no longer supported. To obtain the latest experience for this functionality, install the Task Intelligence for ITSM application (com.snc.itsm_ml_task). For more information, see ITSM Predictive Intelligence Workbench release notes.
Zurich	No updates for this release.

Activation information

Review information on how to activate Predictive Intelligence.


Release	Release notes
Yokohama	Predictive Intelligence is a ServiceNow AI Platform feature that is available with activation of the Predictive Intelligence plugin (com.glide.platform_ml). For details, see Install Predictive Intelligence.
Zurich	Predictive Intelligence is a ServiceNow AI Platform feature that is active by default.

Additional requirements

If any additional requirements were introduced or changed for Predictive Intelligence 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 Predictive Intelligence 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 Predictive Intelligence, 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 Predictive Intelligence 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 Predictive Intelligence we have noted them here.


Release	Release notes
Yokohama	Learn which classes contribute the most to your model's predictions by adding Model Explainability to Workflow Classification solutions. ITSM Predictive Intelligence Workbench is deprecated in the Yokohama release. New advanced options for classification solutions are available from Yokohama Patch 4. See Predictive Intelligence for more information.
Zurich	Predictive Intelligence errors are logged in a new, dedicated table. The PI - Observability Dashboard leverages this table to provide analytics on prediction errors. New advanced options for Classification models are available, including new parameters and a new algorithm. Validation logic ensures that Predictive Intelligence models have ACLs to access data tables. See Predictive Intelligence for more information.