--- sourceDocument: zurich Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/delta-xanadu-zurich Release : - zurich ft:locale : - en-US ft:publication_title : - zurich Combined Product Files ft:clusterId : - delta3zx bundleId : - delta3zx --- # Combined Service Level Management release notes for upgrades from Xanadu to Zurich # Combined Service Level Management release notes for upgrades from Xanadu to Zurich {#ariaid-title1} Release version: Zurich Updated October 8, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Combined Service Level Management Release Notes for Upgrades from Xanadu to Zurich This consolidated release notes document provides ServiceNow customers with a comprehensive overview of updates, new features, changes, and important upgrade information for Service Level Management (SLM) across the release families from Xanadu through Zurich. It is designed to assist customers in preparing for their upgrade by summarizing relevant enhancements and modifications affecting SLM functionality. Show full answer Show less ## Key Features * **First to Breach SLA Timer Configuration (Zurich):** Customers can now configure a First to Breach SLA timer for target-based and advanced condition-based SLAs, enabling improved tracking and management of service level breaches and response times on incidents. * **Coral Theme (Zurich):** A new default theme called Coral is introduced for portals, web, and mobile experiences when using Next Experience or Core UI. Coral offers a fresh, brand-neutral visual style with the addition of a dark theme option for improved readability and reduced eye strain. ## Changes and Deprecations * **Workflows Replaced by Flows (Yokohama):** Traditional Service Level Management workflows have been removed for new customers and replaced by flows using ServiceNow Workflow Studio. Existing customers using workflows remain unaffected but can transition to flows, which offer customization and extension capabilities via Flow Designer. * **Theme Update (Zurich):** Coral theme now defaults for new portal and UI experiences, enhancing user interface consistency and modernizing the look and feel. ## Upgrade and Activation Information * Service Level Management is an AI Platform feature and remains active by default in Yokohama and Zurich releases, requiring no additional activation steps. * There are no new additional requirements or browser restrictions introduced in these releases for SLM. ## Accessibility and Localization * The Coral theme includes a dark mode option to support accessibility by reducing eye strain and improving readability on both web and mobile platforms. * No new localization changes were introduced across these releases. ## Practical Implications for ServiceNow Customers * When upgrading to Zurich, customers should plan to leverage the new First to Breach SLA timer to enhance SLA management and breach response. * New UI experiences will adopt the Coral theme by default, so testing the new look and dark mode option is recommended to ensure user acceptance. * Customers still using legacy workflows should consider migrating to flows to take advantage of improved customization and automation tools in Workflow Studio. Consolidated page of all release notes for Service Level Management from Xanadu to Zurich. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family Service Level 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 Service Level Management to Zurich Before you upgrade to Zurich, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-servicelevelmanagement-summary__entry__2} | 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 Service Level Management. {#dfrn3-servicelevelmanagement-summary__entry__10} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | [Configure the SLA timer for the First to breach source](https://www.servicenow.com/docs/access?context=sla-timer-configurations&family=zurich&ft:locale=en-US) : Keep up with your service level expectations on incidents by configuring a First to Breach SLA timer for target-based and advanced condition-based SLAs. These configurations help you stay on top of breaches and response times. | [ ] ## Changes Between your current release family and Zurich, some changes were made to existing Service Level Management features. {#dfrn3-servicelevelmanagement-summary__entry__18} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. | [ ] ## Removed Between your current release family and Zurich, some Service Level Management features or functionality were removed. {#dfrn3-servicelevelmanagement-summary__entry__26} | 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 Service Level Management features or functionality were deprecated. {#dfrn3-servicelevelmanagement-summary__entry__34} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | Service Level Management workflows have been removed and replaced by flows for new customers. Existing customers that use these workflows are unaffected. The flows are available to both new and existing customers. You can use ServiceNow® Workflow Studio to customize or extend these flows. For more information, see [Flow Designer](https://www.servicenow.com/docs/access?context=flow-designer&family=yokohama&ft:locale=en-US). | | Zurich | No updates for this release. | [ ] ## Activation information Review information on how to activate Service Level Management. {#dfrn3-servicelevelmanagement-summary__entry__42} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | Activation information : Service Level Management is a ServiceNow AI Platform feature that is active by default. | | Zurich | Activation information : Service Level Management is a ServiceNow AI Platform feature that is active by default. | [ ] ## Additional requirements If any additional requirements were introduced or changed for Service Level Management we have noted them here. {#dfrn3-servicelevelmanagement-summary__entry__50} | 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 Service Level Management we have noted them here. {#dfrn3-servicelevelmanagement-summary__entry__58} | 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 Service Level Management, such as specific requirements or compliance levels. {#dfrn3-servicelevelmanagement-summary__entry__66} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | Accessibility information : Dark theme : The new Coral theme includes a dark theme option for web and mobile experiences. This option is commonly used to alleviate eye strain and improve readability. | [ ] ## Localization information If there are specific localization considerations for Service Level Management we have noted them here. {#dfrn3-servicelevelmanagement-summary__entry__74} | 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 Service Level Management we have noted them here. {#dfrn3-servicelevelmanagement-summary__entry__82} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | Use Workflow Studio to build and automate the workflows for Service Level Management. See [Service Level Management](https://www.servicenow.com/docs/access?context=service-level-mgmt-landing-page&family=yokohama&ft:locale=en-US) for more information. | | Zurich | * Coral is the new default theme for Next Experience and Core UI, offering a more modern experience. * SLA Timer Configuration supports target-based First to Breach SLA and advance condition-based First to Breach SLA. See [Service Level Management](https://www.servicenow.com/docs/access?context=service-level-mgmt-landing-page&family=zurich&ft:locale=en-US) for more information. | [ ]