Combined Benchmarks release notes for upgrades from Xanadu to Yokohama

  • Release version: Yokohama
  • Updated July 20, 2026
  • 3 minutes to read
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    Summary of Combined Benchmarks Release Notes for Upgrades from Xanadu to Yokohama

    This consolidated release notes document provides ServiceNow customers with a comprehensive view of all updates, new features, and important information related to Benchmarks from the Xanadu release up to Yokohama. It is designed to assist customers in preparing for their upgrade and understanding changes across releases. Where no updates occurred in specific releases, this is clearly noted to avoid confusion.

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    New Features

    • Xanadu: Introduced new KPIs in the self-solved deflections category including
      • Self-solved using AI search QnA
      • Self-solved using Proactive Engagement for Digital End-User Experience (DeX)
      These KPIs help organizations track self-solved deflections more effectively.
    • Yokohama: Added new KPIs such as
      • Knowledge Articles created using Now Assist under Productivity moments, showing the volume created over time.
      • Call deflection percentage KPIs capturing incidents created via Proactive Engagement and Digital End-User Experience self-service channels.
      • Self-solved percentage KPI indicating how often issues are resolved using Digital End-User Experience channels like Desktop Assistant, Now Assist panel, and Employee portal.
      Additionally, benchmarking for HR Service Management (HRSM) indicators is now available to help evaluate performance against peers.

    Changes, Removals, and Deprecations

    No changes, removals, or deprecations to Benchmarks features were made between Xanadu and Yokohama releases.

    Activation and Installation

    Benchmarks is an AI Platform feature active by default in both Xanadu and Yokohama releases. The Benchmarks dashboard is automatically installed with each release and is also available through the ServiceNow Store for easy access.

    Additional Information

    • No additional requirements, browser specifications, accessibility considerations, or localization changes were introduced between Xanadu and Yokohama.

    Key Outcomes for ServiceNow Customers

    • Access to enhanced KPIs enables more precise tracking of self-service and deflection performance, improving insight into user behavior and issue resolution.
    • New Now Assist-related KPIs provide visibility into productivity improvements driven by AI-powered knowledge article creation.
    • HRSM benchmarking helps organizations measure their human resource service management effectiveness against industry peers.
    • Seamless upgrade experience with Benchmarks active by default and dashboards pre-installed, requiring minimal post-upgrade configuration.

    Consolidated page of all release notes for Benchmarks from Xanadu to Yokohama.

    How to use this page

    To help you prepare for your upgrade, we have combined the cross-family Benchmarks release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Xanadu to Yokohama.

    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 Benchmarks to Yokohama

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

    Release Release notes

    Xanadu

    		 No updates for this release.

    Yokohama

    		 No updates for this release.

    New features

    Between your current release family and Yokohama, new features were introduced for Benchmarks.

    Release Release notes

    Xanadu
    Benchmark KPIs
    The new Self-solved using AI search QnA and Self-solved using Proactive Engagement for DeX KPIs added to the self-solved deflections are benchmarked for all the cohorts. These new contributing indicators help organizations track the self-solved deflection.

    Yokohama
    • The new KPI Knowledge Articles created using Now Assist is added to Productivity moments. This primary indicator shows how many knowledge base articles are created using Now Assist in a given period of time.
    • Leverage benchmarking for HRSM indicators to evaluate your performance in comparison to your peers.
    • New KPIs are added to the Call deflection - percentage. These new KPIs help you understand the number of Incidents that are created using Proactive Engagement and Digital End-User Experience self service.
    • New KPI is added to the self-solved percentage. This new KPI shares the number of times the issue is resolved using the Digital End-User Experience self service channels like Desktop Assistant, Now Assist panel, and Employee portal.

    Changes

    Between your current release family and Yokohama, some changes were made to existing Benchmarks features.

    Release Release notes

    Xanadu

    		 No updates for this release.

    Yokohama

    		 No updates for this release.

    Removed

    Between your current release family and Yokohama, some Benchmarks features or functionality were removed.

    Release Release notes

    Xanadu

    		 No updates for this release.

    Yokohama

    		 No updates for this release.

    Deprecations

    Between your current release family and Yokohama, some Benchmarks features or functionality were deprecated.

    Release Release notes

    Xanadu

    		 No updates for this release.

    Yokohama

    		 No updates for this release.

    Activation information

    Review information on how to activate Benchmarks.

    Release Release notes

    Xanadu

    Benchmarks is a ServiceNow AI Platform feature that is active by default. The new Benchmarks dashboard is automatically installed with Xanadu and is available from the ServiceNow Store.

    Yokohama

    Benchmarks is a ServiceNow AI Platform feature that is active by default. The new Benchmarks dashboard is automatically installed with Yokohama and is available from the ServiceNow Store.

    Additional requirements

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

    Release Release notes

    Xanadu

    		 No updates for this release.

    Yokohama

    		 No updates for this release.

    Browser requirements

    If any specific browser requirements were introduced or changed for Benchmarks we have noted them here.

    Release Release notes

    Xanadu

    		 No updates for this release.

    Yokohama

    		 No updates for this release.

    Accessibility information

    Review details on accessibility information for Benchmarks, such as specific requirements or compliance levels.

    Release Release notes

    Xanadu

    		 No updates for this release.

    Yokohama

    		 No updates for this release.

    Localization information

    If there are specific localization considerations for Benchmarks we have noted them here.

    Release Release notes

    Xanadu

    		 No updates for this release.

    Yokohama

    		 No updates for this release.

    Highlight information

    If there are specific highlight considerations for Benchmarks we have noted them here.

    Release Release notes

    Xanadu

    Experience the all-new KPI in the self-solved deflections category of ITSM Benchmarks to help resolve the digital issues encountered by users on a daily basis.

    See Benchmarks for more information.

    Yokohama
    1. Experience the new Key Performance Indicator (KPI) for Now Assist under Productivity moments per user of ITSM Benchmarks to understand the benefits of Now Assist features like Knowledge Article generation.
    2. Benchmark the all new HRSM indicator to help evaluate the performance in comparison to your peers.

    See Benchmarks for more information.