Combined Impact release notes for upgrades from Yokohama to Zurich

Consolidated page of all release notes for Impact from Yokohama to Zurich.

How to use this page

To help you prepare for your upgrade, we have combined the cross-family Impact 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 Impact to Zurich

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

Release	Release notes
Yokohama	The Impact Store Application configuration requires a sequence of tasks. See Configuring the Impact Store Application for details.
Zurich	The Impact Store Application configuration requires a sequence of tasks in a unified registration process. See Configure the Impact Store Application.

New features

Between your current release family and Zurich, new features were introduced for Impact.

Release	Release notes
Yokohama	Impact Store Application Impact Home pageUse the Impact home page, an organized collaborative portal, which guides you to your relevant content and helps focus and accomplish your tasks with seamless interaction with Impact application features. Use Guided Setup to synchronize and migrate data to the Impact Store Application: Use the simplified interface to synchronize and configure your Impact Store App with the Impact Delivery Instance. Grant temporary instance access to your Impact Squad to facilitate effective support and rapid issue resolution. Convert an Impact entity to SPM entity as a work item: Create an Impact entity and associate the SPM record details to it, which helps you to avoid manual intervention in converting the entities from Impact to SPM portals to avoid duplication of entities in the process. Using recommendations list in Impact home page: Sort the recommendations list using the search and filter options by entering a keyword or phrase to narrow down the list and find the recommendations that you’re looking for. Convert Impact recommendations and free-form initiatives into actionable, trackable Strategic Portfolio Management (SPM) or Collaborative Work Management (CWM) work items. Creating work items using recommendations and initiatives. Impact Store Application product adoption Use the Product Adoption Roadmap (PAR) to view a recommended implementation sequence for your capabilities: Create and publish a product adoption roadmap: Use pre-defined ServiceNow templates or build from your own. Use Product Adoption Roadmap Templates with pre-defined sequence of capabilities for ITSM ((IT Service Management)), ITOM ((IT Operations Management)), and Security Operations. View and edit phase-specific notes for a capability to understand prerequisites, plan training, and additional implementation considerations. Customize your roadmap by adding or removing capabilities as needed. Request Related Accelerators (if available) to improve adoption of the capabilities Manage Capabilities Map: Explore, track, and manage the descriptions, notes, and related resources for your entitled capabilities. Use the updated Data Collection Content Packs to automatically transfer Impact Value Metrics to the centralized Impact instance to manage the Value Journey, including Setting Value Baselines and Targets, Outcome Performance Reviews, and the Value Report. Use the Capability Details page to view and manage comprehensive information related to a capability in your product adoption journey. The full-page layout replaces the previous pop-up view, making it easier to access, navigate and manage important details, such as usage status and notes in one centralized location. View and add adoption guidance for different phases, such as prerequisites and implementation instructions in notes specific to a phase. Measure a selected business objective under the same product across multiple ServiceNow instances. Use the Instance option on the Objectives and Outcomes, and Outcomes Insights to filter business objectives and outcomes by the ServiceNow instance. Add and edit the business objectives connected to the capability. Impact Platform Health: Use Proactive Code Check to track compliance against coding leading practices and organizational standards. Activate Proactive Code Check in the Health Store Application to scan update sets and check compliance standards and adherence to leading practices. Scan update sets for leading practice violations in a non-production environment with Proactive Code Check and improve code quality, reduce errors, and enhance system stability. Impact Delivery Instance (formerly Impact Digital Experience) Connect to the provider instance: The administrator or a named contact log in to your instance to facilitate the connection of data with the Impact Store Application. Product Adoption: Start an initiative from an individual capability to log and track your activities toward the implementation. The reference of the created initiative is available in the capability details and initiatives roadmap. The reference of the created initiative is available in the capability details and initiatives roadmap. Healthscan definitions updates: May 2025 store: Some HealthScan definitions have been updated or deprecated for the May store release. Accelerator catalog Jumpstart Your Employee Journey Management: Provides a demonstration of the possibilities and capabilities of Employee Journey Management. Jumpstart Your Knowledge Management: Provides a demonstration of the possibilities and capabilities of Knowledge Management. Jumpstart Your Legacy Workflow Migration: Provides a demonstration of the possibilities and capabilities of Legacy Workflow Migration. Jumpstart Your Now Assist for CSM: Provides a demonstration of the possibilities and capabilities of Now Assist for CSM. Jumpstart Your Now Assist Skill Kit: ​Provides a demonstration of the possibilities and capabilities of Now Assist Skill Kit. Jumpstart Your Now Assist in Virtual Agent: Provides a demonstration of the possibilities and capabilities of Now Assist in Virtual Agent. Jumpstart Your Strategic Portfolio Management – Resource Management Workspace: Provides a demonstration of the possibilities and capabilities of Resource Management Workspace within SPM. Jumpstart Your GenAI: Provides a demonstration of the possibilities and capabilities of ServiceNow® Generative AI application (Artificial Intelligence) Release and Deployment Advisory for Pro-code Development: Provides guidance to assist pro-code developers in the tools and techniques to release and deploy ServiceNow application configurations and customizations. UX: The basics to unlock your ServiceNow success UX: Why It Matters and How to Apply It: Takes examples directly from your instance to demonstrate how improving UX can directly influence the success of your ServiceNow investment. LSD Maturity Assessment: Provides guidance on fine-tuning your Legal Service Delivery (LSD) on the ServiceNow platform. Introduction to CMDB: Ingestion: Demonstrates the possibilities and capabilities of automating and standardizing the data entry from the input sources for their Configuration Management Database (CMDB). Extend Your AI Search: Provides prescriptive guidance on extending your AI Search beyond foundational levels. Jumpstart Your Subscription Management: Provides a demonstration of the possibilities and capabilities available with the Subscription Management Application in your instance. Jumpstart Your AI Agent Studio: Provides Impact customers with an overview and applied demonstration of AI agents within the platform. Impact Instance Observer Use Root Cause Correlation to resolve issues that are identified by configured alerts and drill directly into the records causing the issues. Instance Observer user configurable dashboard: Create your own dashboard according to your preferences of metrics to help analyze the health of your system in a snapshot or use the default home page to see a snapshot of instance overall health with key insights, such as performance, reliability, and availability at a glance with the available widgets. Use the Instance Observer Seats Add-on to obtain additional seats to your eligible Impact package.
Zurich	[Placeholder link text to key bundle-ipact.impact-healthscan-store-app] Implement Scan Engine to enable proactive management of instance quality, compliance, and performance. Examine ServiceNow instances for violations of the active leading practice definitions and report violations that are stored in the Scan Findings table. View existing or resolved findings that resulted from the instance scans or from summarized and detailed scan information. Empower developers to receive real-time, AI-driven recommendations within their workspace to identify and resolve code quality issues, enabling adherence to ServiceNow leading practices and reducing technical debt proactively. GenAI-powered Root Cause Remediation Identify the cause of performance issues and receive suggestions for corrective actions by implementing root cause remediation (RCR) after generating the root cause summary (RCS). Performance insights in user-configurable dashboard Assess the performance status of your ServiceNow instances using the ML-based instance performance widget. Analyze user experience and monitor application performance in Instance Observer Monitor response times using operational metrics. Generative AI-powered Root cause analysis Generate a structured root cause summary using a large language model (LLM) anomaly detection system that can automate the process and analyze system logs, performance metrics, and alerts. This root cause summary simplifies the analysis process and helps to diagnose the problem before the issue occurs. Note: The Generative AI-powered summarization component is not available to users in the regulated market. Instance Observer alerts for Guided-tier customers The top six alert cards evaluated to be most important based on alerts that users have used and benefited from in the past are now available to Guided-tier Instance Observer customers in addition to the Advanced-tier and Total-tier customers. Use popular alerts to receive notifications View the most popular alerts displayed on the first page of the Configure Alerts page. You can also set up alerts and view notifications. Triage a ServiceNow instance based on nodes Triage your ServiceNow instances based on production nodes that are categorized as All, Generic, Worker, and UI nodes. This categorization removes unhelpful irrelevant standby nodes and helps triage useful production nodes. Custom Performance report Generate a custom report selecting a maximum of 20 metrics and a minimum of one metric from a wide range of 90 metrics available across the Instance Observer application. This report is almost the same as Performance Trend report, however it offers you the flexibility to choose more metrics from the performance categories in the Performance page and build a dynamic report, and also to customize how charts are displayed in the report. Accelerator request Request and manage accelerators across different instances from both Impact Delivery Instance and Impact Store Application. Interact with the experts in Impact from the Impact Store Application. Accelerator Catalog Use the following new accelerators: Technical Accelerators: Jumpstart Your CSDM:Crawl: Get an overview of the crawl phase of the Common Service Data Model (CSDM) maturity journey, a brief assessment of current crawl data, and actionable steps to complete the phase. Jumpstart Your External Content Connectors (XCC): Get a demonstration of the possibilities and capabilities of External Content Connectors (XCC). Jumpstart Your Now Assist in Document Intelligence​: Get a demonstration of the possibilities and capabilities of Now Assist in Document Intelligence. Jumpstart Your Strategic Portfolio Management-Project Workspace: Get a demonstration of the possibilities and capabilities of Project Workspaces within Strategic Portfolio Management (SPM). Jumpstart Your Workflow Automation: Playbooks: Get a demonstration of the possibilities and capabilities of playbooks in Workflow Studio. Jumpstart Your AI Control Tower: Get a demonstration of the possibilities and capabilities of ServiceNow’s AI Control Tower. Jumpstart Your SPM-Collaborative Work Management: Get a demonstration of how customers can set up and utilize CWM to plan, manage, visualize, and collaborate on work with their teams. Jumpstart Your Now Mobile for Employees: Get an introduction and overview of the base system capabilities and a demonstration of the configuration steps needed to get started with Now Mobile. Jumpstart Your ITOM Discovery: Get foundational guidance for successful IT Operations Management (ITOM) Discovery implementation, and a demonstration of its possibilities and capabilities. Strategic Accelerators: ITOM Maturity Accelerator: Get guidance on fine-tuning IT Operations Management (ITOM) with a base-level understanding of maturity tied to business outcomes. Stakeholder Path to Value: Get deep qualitative insights into how process owners and key stakeholders utilize the ServiceNow platform to deliver vital services across the organization. Foundations of AI Governance: Foundational knowledge that will help you start your AI Management journey and take control of your AI deployments. Outcomes based contextual learning recommendations View the recommendations for the most relevant personalized course recommendations based on your performance context to help you strengthen specific skills. View the recommendation for every capability. Multiple courses are available for some recommendations. Value management Value reports Use value reports to evaluate the impact of improvements in key success metrics over time and translate them into operational and monetary value. View a report created by your delivery team for a product implemented across multiple ServiceNow instances. This feature is available only to Total-tier and Advanced-tier customers, or Guided-tier customers subscribed to the accelerator-for-value reports. Gen AI based outcome summarization Collect information from multiple areas like adoption, metrics, and initiatives, and generate key insights. View the outcome metrics for a positive or negative trend. Monitor which recommended applications are adopted over time to determine effectiveness. Track the consumption of related accelerators to support outcomes and identify any gaps or underused accelerators. Install dependent plugins Install at least one dependency plugin to enable data collection jobs in Impact value management data collection apps. For Strategic Portfolio Management, two dependency plugins must be installed to enable data collection functionality. Work items Create a work item from a capability mapped to a Product Adoption Roadmap, and view the created work item in the Work Items section of the details page of the capability. Manage and track the SPM and (CWM) work items created in Impact on the Work Items page. Access a centralized Work Items page to track and manage all the SPM and CWM work items created in Impact. Filter and track work items using aspects like Impact source, state, progress, and status. Product Adoption Update information by editing the Usage Status directly on the details page of each capability. View the last updated information of the Capabilities Map, including the user and the timestamp. View who is editing the Product Adoption Roadmap when it is in the locked state. Filter and view overall adoption status by product using the Product filter drop-down list. Product Adoption Roadmap templates are now available for Customer Service Management, Field Service Management, and Governance, Risk, and Compliance. Unlock a locked Product Adoption Roadmap if you have an Impact admin or platform owner role. When you unlock it, all changes to the current version are discarded and the Product Adoption Roadmap reverts to its last published version. View a Now Assist generated summary of description, features, benefits, and related resources when you select a capability. Filter entitled capabilities by the subscriptions. View which subscriptions provide entitlement to an entitled capability in the Included with these subscriptions section when you select a capability. Consumption Report The Consumption report provides an overview of your Impact tier features and their usage, which helps you identify your underused or unused Impact benefits. Gen AI based consumption report summarization Monitor the overall consumption of the accelerator in your plan. This information could include status details for ongoing, completed, and not yet started accelerators. View the usage details for the Instance observer and Developer Support seats. View the overall summary of the active Now Support cases and the enhanced case response time for Impact P1 and P2 support cases for your account.

Changes

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

Release	Release notes
Yokohama	New Impact Store Application experience The new Impact Store Application provides a more efficient, streamlined way for you to work. For information about how to upgrade, see Configuring the Impact Store Application. Note that Impact Delivery Instance (formerly Impact Digital Experience) is still supported in this release. Value Management name changes: Impact Value Journey is renamed to Impact Value Value Blueprint is renamed to Objectives and Outcomes. Outcomes Performance is renamed to Outcomes Insights. Business Objectives is renamed to Objectives. Operational Outcomes is renamed to Outcomes. Business Value Report is renamed to Value Report. Impact Workspace name change Impact Workspace has been renamed as Impact. Impact Store App user experience Impact users who have migrated from the Impact Delivery Instance may access Quicklinks to access features that haven’t been migrated to Impact Store Application yet. Custom payload in Instance Observer alerts integration Define and manage a custom JSON request payload for ServiceNow and third-party integrations with the Instance Observer enhancements. Accelerator catalog Minor updates have been incorporated into the following accelerators: Jumpstart Your GenAI Jumpstart Your Now Assist Skill Kit Jumpstart Your Document Intelligence On-Demand Value Report LSD Maturity Assessment The following Accelerators are renamed: Jumpstart Your Now Assist for ITSM is now Jumpstart Your AI Agents for ITSM Jumpstart Your Now Assist for CSM is now Jumpstart Your AI Agents for CSM Impact packages Add-on SKUs have been updated to provide additional flexibility for Impact customers and are available in all environments where Impact is available. Updates to the Impact Advanced package, offered pursuant to the applicable Impact Accelerator Description available at  https://www.servicenow.com/legal/servicenow-impact.html. Data Collection Toolkit Download the content packs for both regulated (GCC/NSC) and non-regulated customers. Automatically transfer Impact Value Metrics to the centralized Impact instance to manage the value journey, including setting value baselines and targets, outcome performance reviews, and the value report with the enhanced toolkit. Impact Delivery Instance (formerly Impact Digital Experience) With the Yokohama release, Impact Digital Experience (IDE) has been renamed as Impact Delivery Instance (IDI).
Zurich	The outcome summarization Now Assist skill is now turned on by default This skill is automatically available to appropriate role users for the application. This change simply activates the skill and does not touch the roles that may be needed to use the skill. 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 Zurich Patch 4): Any previously unconfigured skill is turned on automatically (the skill was never turned on, then off again). Previously configured skills that were turned on, then off, remain inactive. GenAI-powered Root Cause Summary Use the dynamically generated Root Cause Analysis (RCA), which is readily available in the RCA History page. RCA is available not only for alerts but also for the Critical or Warning scenarios of the performance category. This feature is a change to the existing functionality and is delivered dynamically. The core Root Cause Correlation functionality is being offered under the revised name of Root Cause Analysis to ensure product consistency. Artificial Intelligence Readiness Assessment Accelerator The content and flow of this Accelerator has been streamlined to provide a clearer assessment and more targeted guidance on your readiness to adopt ServiceNow Generative AI capabilities (Now Assist). Jumpstart Your ServiceNow AI Journey Accelerator This offering is now available across all packages, and includes clearer guidance on how customers can leverage ServiceNow’s AI capabilities to achieve their organizational goals and objectives. Configure Impact with Guided Setup Use automated registration, the preferred method, to initiate the connection and registration to the Impact Delivery Instance provider instance in one combined step.

Removed

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

Release	Release notes
Yokohama	The Expert Connect Accelerator is no longer supported as of Yokohama.
Zurich	The Jumpstart Your Document Intelligence Accelerator has been removed.

Deprecations

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

Release	Release notes
Yokohama	No updates for this release.
Zurich	Starting with Impact Zurich version 6.0.8 ServiceNow Store release, Proactive Code Check is being prepared for future deprecation. It will be hidden and no longer installed on new instances but will continue to be supported. For details, see the Deprecation Process [KB0867184] article in the Now Support Knowledge Base.

Activation information

Review information on how to activate Impact.

Release	Release notes
Yokohama	Impact is available for activation with a separate subscription. Your Customer Success Manager sets entitlement information for access. Impact Delivery Instance is accessed using your unique portal URL. Your Impact Squad sends you login information to access your IDI portal. For the Impact Store Application, see Install the Impact Store Application from the ServiceNow Store for activation details. Proactive Code Check can be activated in your production and non-production instances. See Configuring Proactive Code Check for details.
Zurich	Impact See Impact packages for information on package entitlement and features activation. See Configuring Impact for details on configuring Impact and its features.

Additional requirements

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

Release	Release notes
Yokohama	Adopt ServiceNow products and measure their value, gain access to expert guidance and personalized recommendations, maintain a high-performing platform, and enhance business continuity with 24 x 7 technical support. Access the Impact Store Application integrated within your ServiceNow instance and connected to the Impact Delivery Instance (IDI) portal. Use Proactive Code Check to track compliance against leading practices for coding and organizational standards. Jumpstart your understanding and assessment of ServiceNow platform capabilities with new Accelerators that provide a demonstration of the possibilities and capabilities with instance features and maximize value exactly where you need it. See Impact Store Application for more information.
Zurich	Manage health checks, findings, and remediation workflows with AI-powered tools directly on-platform to accelerate insights and remediation with the new Platform Health Scan Engine for the Impact Store Application. Use the automated setup method to simplify the Impact Store Application configuration. Deploy the AI Control Tower Accelerator to help customers configure governance for AI investments and demonstrate strategic value.