Combined Now Assist for IT Operations Management (ITOM) release notes for upgrades from Washington DC to Zurich

Consolidated page of all release notes for Now Assist for IT Operations Management (ITOM) from Washington DC to Zurich.

How to use this page

To help you prepare for your upgrade, we have combined the cross-family Now Assist for IT Operations Management (ITOM) release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Washington DC 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 Now Assist for IT Operations Management (ITOM) to Zurich

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

Release	Release notes
Washington DC	No updates for this release.
Xanadu	No updates for this release.
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 Now Assist for IT Operations Management (ITOM).

Release	Release notes
Washington DC	Investigate and resolve alerts more effectively by using alert analysis in Service Operations Workspace View brief, human-readable alert descriptions and detailed technical assessments created by Now Assist using generative AI. The comprehensive alert analyses in Service Operations Workspace offers insights that can help you triage, investigate, and resolve alerts more efficiently. Use alert analysis in the Express List View the alert analyses created by Now Assist in the Express List.
Xanadu	Xanadu Patch 1 Speed up alert resolution with a Now Assist analysis of past related incidents Enhance efficiency and reduce downtime with a Now Assist analysis of past incidents on the same or related CIs. Now Assist investigates historical data to identify past incidents related to the current alert and reports their frequency and criticality levels. It also provides a summary of effective strategies used to resolve them. In addition, Now Assist offers contact information for individuals or teams who have resolved similar incidents in the past and could assist when needed. Generate an alert group description in Express List using Now Assist Use Now Assist to generate a description of an alert group in Express List that encompasses all the alerts within the group. The generated description replaces the original description of the group. Launch an alert analysis from the Now Assist panel Analyze an alert from the Now Assist panel. The alert analysis displays directly in the Now Assist panel for convenient review.
Yokohama	Yokohama Patch 11 Enhance IT operations with AI-driven, autonomous alert management using the manage alerts autonomously workflow Automate alert triage, impact analysis, and root cause investigation with an AI-driven workflow that replaces manual operator steps with autonomous decision-making. The workflow processes incoming alerts end-to-end and surfaces consolidated insights through Express List, giving operators immediate visibility into what happened, what's affected, and why. Configure the Datadog and Gemini Cloud Assistant observability skills Set up the new Datadog and Gemini Cloud Assistant observability skills to get insights from those tools in the manage alerts autonomously agentic workflow. With Datadog and Google Gemini, the workflow now supports five observability tools, including Dynatrace, Kentik, and New Relic, helping you investigate and respond to a wider range of alerts. Yokohama Patch 6 Configure the Dynatrace analysis AI agent Set up the Dynatrace analysis AI agent in the Analyze alert impact agentic workflow to investigate Dynatrace alerts. With Dynatrace, the agentic workflow now supports three observability tools, including Kentik and New Relic, helping you investigate and respond to a wider range of alerts. Expand the Analyze alert impact agentic workflow with four new AIOps agents Get a fuller view of alert impact with four new AIOps agents in the Analyze alert impact agentic workflow. Along with observability data, the agentic workflow now includes information from within ServiceNow to help surface business impact and related issues. Activate the AIOps agents to include them in the agentic workflow. Enhance your decision-making process with the Analyze Potential Impact agentic workflow Assess the potential impact of a change using the Analyze Potential Impact agentic workflow. This workflow provides an analysis of the relevant servers and suggested services that might be impacted by your change request, ensuring you have all the insights needed to make informed decision before a change. Add access control lists for security in AI agents Enable security settings to run AI agents and agentic workflows using ACLs and user identities. You can configure and manage the ACLs in AI Agent Studio. Utilize the Triage and analyze alerts agentic workflow in the context of an incident Initiate the Triage and analyze alerts agentic workflow from the Now Assist panel in the context of the incident form to perform all the functions of the workflow. This workflow automatically assigns, acknowledges, and summarizes origin alerts, determines their significance through historical analysis, and analyzes related incidents. New third-party AI model provider options available for all Now Assist applications Google Gemini and AWS Claude are available for Now Assist skills and AI agents in addition to Now LLM Service and Azure OpenAI. Yokohama Patch 3 Analyze alert impact agentic workflow Analyze the impact of alerts and identify the possible causes with the Analyze alert impact agentic workflow. The workflow interacts with observability tools, such as Kentik and New Relic, to surface alert details and provide insights. Now Assist for IT Operations Management (ITOM) Triage and analyze alert agentic workflow Automatically assign, acknowledge, and summarize the alerts, determine their significance through history analysis, and analyze the related incidents. Initiate multiple parallel processes to triage and analyze the different alerts.
Zurich	Zurich Patch 9 Use the ITOM MCP Server Use the ITOM MCP Server to connect an MCP client application, such as Claude or Moveworks, to your ServiceNow ITOM environment. Investigate alerts, review CI reliability, assess incident impact on reliability, and create standard availability SLOs through the MCP client application. Zurich Patch 7 Configure the Dynatrace MCP server agent Set up the new Dynatrace MCP server agent, which replaces the Dynatrace analysis AI agent, for deeper alert analysis. In the analyze alert impact agentic workflow, you can ask more detailed questions about Dynatrace alerts, such as questions about logs, topology, or recent changes. In the manage alerts autonomously agentic workflow, investigations now pull more comprehensive Dynatrace context based on alert type. Updates to the manage alerts autonomously agentic workflow The manage alerts autonomously agentic workflow has been updated to provide additional AI insights in the preview panel and alert record. These updates include: Summaries of the logic behind automated decisions, such as auto closures of insignificant alerts A written summary of the Service Observability dashboard Additionally, automated alert groups are now supported across Now Assist features such as alert assist and AI insights. Analyze log analytics alerts to assess impact and triage urgency The manage alert autonomously agentic workflow now includes AI-driven analysis for log analytics alerts. The alert hypothesizer skill evaluates historical patterns to assess if triage is required. It also classifies alerts as proactive or reactive, where proactive indicates emerging risk and reactive indicates an active issue. The analysis can include contextual insights such as potential failure scenarios to support an alert investigation. Analyze Service Observability dashboard skill The analyze Service Observability dashboard skill uses generative AI to summarize a single Service Observability dashboard and calls out insights found in charts. This summary helps operators quickly orient to and understand a particular dashboard. Once activated, this skill is available on all Service Observability dashboards and runs automatically from Incident Investigation when Service Observability is installed. Analyze service health The analyze service health skill uses generative AI to analyze all available Service Observability dashboards for the selected service in the Service Operations Workspace (SOW). It generates a summary of a service’s health and calls out any found insights. Once activated, this skill is available from the header of a service record in the SOW. Zurich Patch 5 Enhance IT operations with AI-driven, autonomous alert management using the manage alerts autonomously workflow Automate alert triage, impact analysis, and root cause investigation with an AI-driven workflow that replaces manual operator steps with autonomous decision-making. The workflow processes incoming alerts end-to-end and surfaces consolidated insights through Express List, giving operators immediate visibility into what happened, what's affected, and why. Configure the Datadog and Gemini Cloud Assistant observability skills Set up the new Datadog and Gemini Cloud Assistant observability skills to get insights from those tools in the manage alerts autonomously agentic workflow. With Datadog and Google Gemini, the workflow now supports five observability tools, including Dynatrace, Kentik, and New Relic, helping you investigate and respond to a wider range of alerts. AIOps LEAP skill setup Status information for records grouping job run is available when skills are modified with support KB content. AIOps LEAP settings page The new interface for the AIOps LEAP properties includes default configuration to achieve opportunity savings and reporting. Action Insights panel The Action Insights panel on the automation opportunity details page provides suggestion to create sub-groups when there are large volumes of records. This helps optimize opportunities and knowledge gaps for architects. Zurich Patch 4 View an error analysis by Now Assist in Agent Client Collector Starting in version 6.0.0, use Now Assist AI agents to gather information about errors occurring on Agent Client Collector agents. For example, you can verify the underlying cause behind a specific error or error code. Zurich Patch 1 Configure the Dynatrace analysis AI agent Set up the Dynatrace analysis AI agent in the analyze alert impact agentic workflow to investigate Dynatrace alerts. With Dynatrace, the agentic workflow now supports three observability tools, including Kentik and New Relic, helping you investigate and respond to a wider range of alerts. Expand the analyze alert impact agentic workflow with four new AIOps agents Get a fuller view of alert impact with four new AIOps agents in the analyze alert impact agentic workflow. Along with observability data, the agentic workflow now includes information from within ServiceNow to help surface business impact and related issues. Activate the AIOps agents to include them in the agentic workflow. Enhance your decision-making process with the analyze potential impact agentic workflow Assess the potential impact of a change using the analyze potential impact agentic workflow. This workflow provides an analysis of the relevant servers and suggested services that might be impacted by your change request, ensuring that you have all the insights needed to make informed decisions before making a change. Add access control lists for security in AI agents Enable security settings to run AI agents and agentic workflows using ACLs and user identities. You can configure and manage the ACLs in AI Agent Studio. Now Assist certificate renewal AI agent Use the Now Assist certificate renewal AI agentic workflow to automatically renew certificates before they expire. You can perform the following with the Now Assist certificate renewal AI agent: Renew individual certificates Find all certificates about to expire Renew all certificates about to expire in a single prompt Utilize the triage and analyze alerts agentic workflow in the context of an incident Initiate the triage and analyze alerts agentic workflow from the Now Assist panel in the context of the incident form to perform all the functions of the workflow. This workflow automatically assigns, acknowledges, and summarizes origin alerts, determines their significance through historical analysis, and analyzes related incidents.

Changes

Between your current release family and Zurich, some changes were made to existing Now Assist for IT Operations Management (ITOM) features.

Release	Release notes
Washington DC	No updates for this release.
Xanadu	No updates for this release.
Yokohama	Yokohama Patch 11 Changes to Now Assist usage measurement Starting with Yokohama Patch 5, Now Assist usage measurement is transitioning from a 365-day look-back model to a 365-day burn-down model, with usage resetting at the contract anniversary date. For more information, refer to KB KB2704710: Now Assist Usage - Overview & New Measurement Logic. Some Now Assist skills are turned on by default 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 Yokohama Patch 11): Any previously unconfigured skill is turned on automatically (the skill was never configured and turned on, then turned off again). Previously configured skills that were turned on, then off, remain inactive. AIOps AI agents removed from the analyze alert impact agentic workflow Four AIOps AI agents have been removed from the analyze alert impact agentic workflow as they're now available in the manage alerts autonomously agentic workflow. AI agents for Dynatrace, Kentik, and New Relic remain in the analyze alert impact agentic workflow to help you learn about and respond to alerts.
Zurich	Zurich Patch 5 Changes to Now Assist usage measurement AIOps AI agents removed from the analyze alert impact agentic workflow Four AIOps AI agents have been removed from the analyze alert impact agentic workflow because they're now available in the manage alerts autonomously agentic workflow. AI agents for Dynatrace, Kentik, and New Relic remain in the analyze alert impact agentic workflow to help you learn about and respond to alerts. AIOps LEAP rebranding AIOps LEAP is renamed as Learning-Enhanced Automation Platform reflecting expanded scope beyond just Playbook creation. Service Operations Workspace (SOW) Integration Playbooks appear in SOW module. Data Range Display The AIOps LEAP landing page shows analyzed data date range for automation teams to be aware of time-ranges of analysis. Zurich Patch 4

Removed

Between your current release family and Zurich, some Now Assist for IT Operations Management (ITOM) features or functionality were removed.

Release	Release notes
Washington DC	No updates for this release.
Xanadu	Starting with version 2.0.1 of AI Agents for Observability, the sn_obs_aia.admin role, previously required to configure AI agents in the Analyze alert impact agentic workflow, has been removed. Users must now have the credential_admin and connection_admin roles instead. Starting with version 2.0.1 of AI Agents for Observability, the prompt How severe is this alert? no longer appears in the Analyze alert impact agentic workflow.
Yokohama	Starting with version 2.0.1 of AI Agents for Observability, the sn_obs_aia.admin role, previously required to configure AI agents in the Analyze alert impact agentic workflow, has been removed. Users must now have the credential_admin and connection_admin roles instead. Starting with version 2.0.1 of AI Agents for Observability, the prompt How severe is this alert? no longer appears in the Analyze alert impact agentic workflow.
Zurich	No updates for this release.

Deprecations

Between your current release family and Zurich, some Now Assist for IT Operations Management (ITOM) features or functionality were deprecated.

Release	Release notes
Washington DC	No updates for this release.
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	In Zurich Patch 7, the Dynatrace analysis AI agent is being prepared for future deprecation. To continue getting Dynatrace insights in agentic workflows, deactivate the Dynatrace analysis AI agent and set up the Dynatrace MCP server agent. For configuration details, see Configure the Dynatrace MCP server agent.

Activation information

Review information on how to activate Now Assist for IT Operations Management (ITOM).

Release	Release notes
Washington DC	Now Assist for ITOM is available with activation of the ITOM plugin in the Now Assist Admin console. For more information, see Install the Now Assist for IT Operations Management (ITOM) plugin.
Xanadu	Install Now Assist for ITOM by requesting it from the ServiceNow Store. Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.
Yokohama	Install the AIOps Experience [sn_sow_aiops] application from the ServiceNow Store. Install Now Assist for ITOM by requesting it from the ServiceNow Store.
Zurich	Install AIOps Experience [sn_sow_aiops] and Now Assist for ITOM from the ServiceNow Store.

Additional requirements

If any additional requirements were introduced or changed for Now Assist for IT Operations Management (ITOM) we have noted them here.

Release	Release notes
Washington DC	Now Assist for ITOM is supported on Vancouver Patch 7 and later releases.
Xanadu	Now Assist for ITOM is supported on Vancouver Patch 7 and later releases.
Yokohama	The Now Assist for ITOM application requires an ITOM Pro Plus or Enterprise Plus license.
Zurich	The Now Assist for ITOM application requires an ITOM Pro Plus or Enterprise Plus license.

Browser requirements

If any specific browser requirements were introduced or changed for Now Assist for IT Operations Management (ITOM) we have noted them here.

Release	Release notes
Washington DC	No updates for this release.
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.

Accessibility information

Review details on accessibility information for Now Assist for IT Operations Management (ITOM), such as specific requirements or compliance levels.

Release	Release notes
Washington DC	No updates for this release.
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich

Localization information

If there are specific localization considerations for Now Assist for IT Operations Management (ITOM) we have noted them here.

Release	Release notes
Washington DC	No updates for this release.
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.

Highlight information

If there are specific highlight considerations for Now Assist for IT Operations Management (ITOM) we have noted them here.

Release	Release notes
Washington DC	Investigate and resolve alerts more effectively with alert simplifications created by Now Assist using generative AI. Utilize brief, human-readable alert descriptions and actionable alert data. Enable quick alert triage and effective analysis, which can lead to reduced resolution time. See Now Assist for IT Operations Management (ITOM) for more information.
Xanadu	Xanadu Patch 10 Get deeper impact analysis in the Analyze alert impact agentic workflow with five new AI agents. Enhance security for Now Assist AI agents with Access Control Lists (ACLs). Xanadu Patch 9 Investigate alerts and get the context that you need to respond efficiently using the Analyze alert impact agentic workflow. Automatically perform initial alert triage and analysis tasks such as assigning alerts, analyzing alert history, and summarizing past incidents, with the Triage and analyze alert agentic workflow. Xanadu Patch 1 Optimize alert resolution with Now Assist AI-driven investigation of past related incidents. Generate an alert group description in Express List using Now Assist. Launch an alert analysis from the Now Assist panel. See Now Assist for IT Operations Management (ITOM) for more information.
Yokohama	Yokohama Patch 11 Review changes to Now Assist usage measurement. Now Assist skills used in the analyze potential impact agentic workflow are turned on by default. Use the new manage alerts autonomously workflow to efficiently manage alerts and minimize resolution times, including an AI agent for triage, impact analysis, and root cause investigation. Additional role configuration is required for agentic workflows and AI agents included with Now Assist applications. Yokohama Patch 6 Get deeper impact analysis in the Analyze alert impact agentic workflow with five new AI agents. Review Alert analysis, and relevant information for new mixed alert groups in the Now Assist panel to help investigate alerts more effectively. Use the Triage and analyze alert agentic workflow to perform initial triage and analysis in the context of an incident. Enhance security for Now Assist AI agents with Access Control Lists (ACLs). Use Google Gemini and Anthropic Claude on AWS as AI model providers for Now Assist skills and AI agents in addition to Now LLM Service and Azure OpenAI. Yokohama Patch 3 Investigate alerts and get the context that you need to respond efficiently using the Analyze alert impact agentic workflow. Automatically perform initial alert triage and analysis tasks such as assigning alerts, analyzing alert history, and summarizing past incidents, with the Triage and analyze alert agentic workflow. See Now Assist for ITOM for more information.
Zurich	Zurich Patch 9 Use the ITOM MCP Server with an MCP client application to investigate alerts, review configuration item (CI) reliability, assess incident impact, and create service level objectives (SLOs). Zurich Patch 8 AIOps LEAP added support for new third-party model Claude Sonnet 4.6. Zurich Patch 7 Use the Dynatrace Model Context Protocol (MCP) server agent for deeper analysis in the analyze alert impact and manage alerts autonomously agentic workflows. Analyze a Service Observability dashboard to find performance insights. Understand service health by analyzing all available Service Observability dashboards for a service. Expand support for 3P AI Model in AIOps LEAP to include additional model options across Small (OpenAI GPT-4o mini, Claude Haiku 4.5, Gemini 2.0 Flash) and Large (OpenAI GPT-4o, Claude Sonnet 4.5, Gemini 2.0 Pro) tracks. Zurich Patch 5 Review changes to Now Assist usage measurement. Now Assist skills used in the analyze potential impact agentic workflow are turned on by default. Use the new manage alerts autonomously workflow to efficiently manage alerts and minimize resolution times, including an AI agent for triage, impact analysis, and root cause investigation. [Placeholder link text to key aiops-leap] Create Knowledge Base articles with embedded command snippets Guided chat workflow to create and manage Playbook and KBs Break large groups into targeted sub-groups using generative AI Generate comprehensive resolution steps from multiple web sources Regenerate resolutions when new data sources are enabled Zurich Patch 4 View an error analysis by Now Assist in Agent Client Collector. Additional role configuration is required for agentic workflows and AI agents included with Now Assist applications. Zurich Patch 1 Get deeper impact analysis in the analyze alert impact agentic workflow with five new AI agents. Enhance security for Now Assist AI agents with access control lists (ACLs). Find all TLS certificates expiring within a determined time and renew them in a single prompt. Use the triage and analyze alert agentic workflow to perform initial triage and analysis in the context of an incident. Review Alert analysis, and relevant information for new mixed alert groups in the Now Assist panel to help investigate alerts more effectively. See Now Assist for ITOM for more information.