Combined Benchmarks release notes for upgrades from Xanadu to Zurich

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

    This consolidated release notes page provides ServiceNow customers with a comprehensive summary of the Benchmarks product updates, features, and upgrade information spanning from the Xanadu release through to Zurich. It is designed to assist customers in preparing for their upgrade by highlighting new features, changes, and important activation and upgrade tasks.

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    Key Features

    • Xanadu Release: Introduced new Benchmark KPIs focused on self-solved deflections using AI Search QnA and Proactive Engagement for Digital End-User Experience (DeX). These KPIs enable organizations to better track self-solved issue resolutions.
    • Yokohama Release: Added a KPI for Knowledge Articles created using Now Assist under Productivity moments, providing insights into knowledge base article creation. Enhanced HR Service Management (HRSM) benchmarking indicators allow performance comparison against peers. Additional KPIs for Call Deflection and Self-Solved Percentage help measure incident creation via Proactive Engagement and DeX self-service channels like Desktop Assistant, Now Assist panel, and Employee portal.
    • Zurich Release: No new features or updates were introduced for Benchmarks in this release.

    Upgrade and Activation Information

    • Benchmarks is an AI Platform feature active by default in both Xanadu and Yokohama releases.
    • The new Benchmarks dashboard is automatically installed with these releases and is available through the ServiceNow Store.
    • There are no additional activation steps or changes required for the Zurich release.
    • Pre- and post-upgrade tasks should be reviewed before upgrading to Zurich, although no specific tasks or changes were noted for Benchmarks in these releases.

    Changes, Removals, and Deprecations

    No changes, removals, or deprecations of Benchmarks features were noted from Xanadu through Zurich. This ensures continuity and stability of Benchmarks functionality across these releases.

    Additional Considerations

    • No updates were reported regarding additional requirements, browser compatibility, accessibility, or localization for Benchmarks in these releases.
    • Highlight information emphasizes the value of new KPIs introduced in Xanadu and Yokohama for improving self-solved deflections, knowledge article generation, and benchmarking HRSM performance.

    What ServiceNow Customers Can Expect

    By upgrading from Xanadu to Zurich, customers benefit from enhanced benchmarking KPIs introduced in earlier releases (Xanadu and Yokohama) that improve visibility into self-service performance, knowledge management, and HR service management benchmarking. The product remains stable with no removals or deprecations, and activation is streamlined with default AI Platform features and dashboards. Customers should review upgrade tasks but can anticipate a seamless transition without new Benchmarks-specific requirements or browser constraints.

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

    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 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 Benchmarks to Zurich

    Before you upgrade to Zurich, 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.

    Zurich

    		 No updates for this release.

    New features

    Between your current release family and Zurich, 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.

    Zurich

    		 No updates for this release.

    Changes

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

    Release Release notes

    Xanadu

    		 No updates for this release.

    Yokohama

    		 No updates for this release.

    Zurich

    		 No updates for this release.

    Removed

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

    Release Release notes

    Xanadu

    		 No updates for this release.

    Yokohama

    		 No updates for this release.

    Zurich

    		 No updates for this release.

    Deprecations

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

    Release Release notes

    Xanadu

    		 No updates for this release.

    Yokohama

    		 No updates for this release.

    Zurich

    		 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.

    Zurich

    		 No updates for this release.

    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.

    Zurich

    		 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.

    Zurich

    		 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.

    Zurich

    		 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.

    Zurich

    		 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.

    Zurich

    		 No updates for this release.