Combined Customer Service Problem 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 Customer Service Problem Management Release Notes for Upgrades from Yokohama to Zurich

    This consolidated release notes page provides ServiceNow customers with essential information on upgrading Customer Service Problem Management (CSPM) from the Yokohama to Zurich release. It summarizes new features, changes, removals, deprecations, activation instructions, and other relevant upgrade considerations to help prepare for a smooth transition.

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    Key Features

    • Granular Admin Role: Zurich introduces a more specific administrative role for developers and administrators, allowing them to perform CSPM configuration tasks without full admin privileges, enhancing security and role management.
    • Test Group Setup: Enables the system to trigger necessary tests across service problem cases, incidents, and change requests. This helps identify root causes efficiently by grouping test definitions.
    • Service Problem Case Management: Agents can now review, diagnose, resolve, and close service problem cases related to customer issues using enhanced diagnostic tools.
    • Diagnostics and Visibility: Agents can run diagnostics directly from the contextual panel in the CSPM playbook. Customers have the option to modify the visibility of the Diagnose tab and run diagnostics from the Decisions table, improving workflow flexibility.

    Upgrade Considerations

    • Pre- and Post-Upgrade Tasks: Customers should review and complete any required upgrade tasks to ensure system readiness for Zurich.
    • Activation: To enable CSPM and Service Test Management in Zurich, customers must request installation through the ServiceNow Store.
    • Browser, Localization, and Accessibility: No changes or new requirements were introduced in these areas between Yokohama and Zurich.
    • Removed or Deprecated Features: There are no feature removals or deprecations between Yokohama and Zurich releases for CSPM.

    What to Expect

    With the Zurich release, ServiceNow customers can expect improved administrative control, enhanced diagnostic capabilities, and streamlined problem case management in Customer Service Problem Management. These enhancements facilitate faster root cause identification and resolution of service problems, improving customer experience and operational efficiency.

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

    How to use this page

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

    Release Release notes

    Yokohama

    		 No updates for this release.

    Zurich
    Components
    The granular admin role enables developers and administrators to complete administrative configuration tasks for Customer Service Problem Management without requiring the full admin role.
    Setting up a test group
    Enables the system to trigger the required tests for service problem cases, incidents, and change request, helping to identify the root cause of the problem. Test group includes test definitions.
    Diagnose and resolve a service problem case
    Review, diagnose, resolve, and close a service problem case for the service-related issue experienced by the customer.

    Changes

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

    Release Release notes

    Yokohama

    		 No updates for this release.

    Zurich

    Install Customer Service Problem Management and Service Test Management by requesting it from the ServiceNow® Store.

    Additional requirements

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

    Release Release notes

    Yokohama

    		 No updates for this release.

    Zurich
    • Run the diagnostics from the contextual panel in the Customer Service Problem Management playbook.
    • As an agent, use the Test group to help group test definitions. The Test group contains multiple test definitions.
    • Enables your customer to modify the visibility of the Diagnose tab and run diagnostics from the contextual panel in the Decisions table.

    See Customer Service Problem Management, Setting up a test group, and Setting up test definitions for more information.