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

    This consolidated release notes document provides ServiceNow customers with a comprehensive view of updates for Customer Service Problem Management (CSPM) across the Xanadu to Zurich releases. It is designed to assist customers in preparing for upgrades by summarizing new features, changes, removals, deprecations, activation steps, and other relevant information.

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    Notably, many intermediate releases such as Xanadu and Yokohama contain no updates for CSPM, with most new features and enhancements introduced in the Zurich release.

    New Features in Zurich

    • Granular Admin Role: Enables developers and administrators to perform CSPM administrative configuration tasks without requiring full admin privileges, improving security and role management.
    • Setting Up a Test Group: Allows configuration of test groups that trigger necessary tests for service problem cases, incidents, and change requests. This feature helps identify root causes of customer service problems by grouping multiple test definitions.
    • Diagnose and Resolve Service Problem Cases: Enhancements to the playbook allow agents to review, diagnose, resolve, and close service problem cases efficiently, improving customer issue resolution workflows.

    Activation and Installation

    To use Customer Service Problem Management in Zurich, customers must install the CSPM and Service Test Management applications via the ServiceNow® Store.

    Changes, Removals, and Deprecations

    Between Xanadu and Zurich, there are no recorded changes, removals, or deprecations affecting CSPM functionality, indicating stability and continuity in these releases.

    Additional Notes

    • Browser, Accessibility, Localization, and Highlight Information: No updates or specific requirements were introduced during these releases.
    • Diagnostics and Testing: Agents can run diagnostics directly from the contextual panel in the CSPM playbook, with visibility options for the Diagnose tab to enhance troubleshooting efficiency.

    Practical Benefits for ServiceNow Customers

    Upgrading to Zurich provides customers with enhanced administrative control, improved diagnostic testing capabilities, and streamlined processes for managing and resolving service problems. The introduction of test groups and granular roles enables more precise configuration and faster root cause analysis, ultimately leading to improved customer service outcomes.

    Consolidated page of all release notes for Customer Service Problem Management from Xanadu 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 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 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

    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 Customer Service Problem Management.

    Release Release notes

    Xanadu

    		 No updates for this release.

    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

    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 Customer Service Problem Management 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 Customer Service Problem Management 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 Customer Service Problem Management.

    Release Release notes

    Xanadu

    		 No updates for this release.

    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

    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 Customer Service Problem Management 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 Customer Service Problem Management, such as specific requirements or compliance levels.

    Release Release notes

    Xanadu

    		 No updates for this release.

    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

    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 Customer Service Problem Management we have noted them here.

    Release Release notes

    Xanadu

    		 No updates for this release.

    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.