--- 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 ServiceNow Otto for CMDB release notes for upgrades from Xanadu to Zurich # Combined ServiceNow Otto for CMDB 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) 9 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 ServiceNow Otto for CMDB Release Notes for Upgrades from Xanadu to Zurich This consolidated release note page assists ServiceNow customers upgrading ServiceNow Otto for CMDB from the Xanadu release family to Zurich. It summarizes new features, changes, installation guidance, and key updates across the release cycle to support a smooth upgrade experience. Show full answer Show less ServiceNow Otto for CMDB is a conversational AI platform integrated into ServiceNow workflows that enables intelligent and autonomous management of Configuration Management Database (CMDB) data and related processes. ## Important Upgrade Information * The installation and activation process for the ServiceNow Otto for CMDB v2.1 plugin has changed in Zurich; customers should consult the updated configuration instructions before upgrading. * Agentic workflows and AI agents now require specific role configurations to execute properly; customers must assign the necessary roles (such as the new **sncmdbadmin** role for the Create Configuration Item workflow) to users. * Several Now Assist skills and agentic workflows are enabled by default for appropriate roles in the Zurich release, improving immediate usability after upgrade. * AI usage measurement has transitioned to a 365-day burn-down model resetting on contract anniversary, impacting how AI consumption is tracked and reported. ## Key Features and Enhancements * **AI-Powered Impact Analysis:** The Assess CMDB Impact workflow identifies upstream services and CIs potentially affected by incidents or changes, using dependency topology and change nature to generate impact levels and reasoning. * **Data Source Recommendations:** Now Assist can recommend optimal Service Graph Connectors and ingestion sources based on CI class names to streamline data population efforts. * **Business Application Discovery:** AI-driven clustering suggests business applications to associate with existing application services, reducing manual mapping and enhancing data governance. * **Enhanced CMDB Search:** Users can perform complex searches spanning multiple tables and CI relationships, improving data retrieval precision. * **Improved Verbal Interactions:** Natural language requests support CI creation, detailed CI data summaries, guided duplicate CI resolution, and diagnostics for failed Service Graph Connector import sets. * **CMDB Governance Assistance:** The governance workflow provides contextual guidance to administrators and service owners, emphasizing the importance of data accuracy and completeness. ## Practical Benefits for ServiceNow Customers * Automated AI workflows reduce manual effort in managing CMDB data quality, impact assessments, and business application mapping. * Improved visibility into CI relationships and impact analysis supports better decision-making for incident and change management. * Streamlined CI creation and duplicate resolution workflows improve CMDB data integrity and reduce administrative overhead. * Enhanced security through role-based access controls ensures that agentic workflows and AI agents execute only for authorized users. * Default activation of key AI skills accelerates adoption and operational benefits post-upgrade. ## Activation and Additional Considerations * ServiceNow Otto for CMDB requires plugin activation available via the ServiceNow Store; customers should follow the updated configuration instructions specific to Zurich. * No changes to browser requirements, localization, or accessibility were introduced between Xanadu and Zurich. * There were no removals or deprecations of functionality in the upgrade path from Xanadu to Zurich. ## Summary of Patch Highlights * **Patch 11:** AI impact analysis, data source recommendations, and business application discovery introduced. * **Patch 7:** AI answers for CI classes and attributes; enhanced multi-table and relationship-based searches. * **Patch 5:** Updates to Now Assist AI usage measurement methodology. * **Patch 4:** Default activation of some skills and workflows; added security role requirements; improvements in troubleshooting, de-duplication, CI creation, governance, and CI data summarization. Consolidated page of all release notes for ServiceNow Otto for CMDB from Xanadu to Zurich. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family ServiceNow Otto for CMDB 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 ServiceNow Otto for CMDB to Zurich Before you upgrade to Zurich, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-servicenowottoforcmdb-summary__entry__2} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | Upgrade information : The installation (activation) process has changed for the ServiceNow Otto for CMDB v2.1 plugin. See [Configure](https://www.servicenow.com/docs/access?context=now-assist-cmdb-configuring&family=zurich&ft:locale=en-US) for the new instructions. | [ ] ## New features Between your current release family and Zurich, new features were introduced for ServiceNow Otto for CMDB. {#dfrn3-servicenowottoforcmdb-summary__entry__10} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Changes Between your current release family and Zurich, some changes were made to existing ServiceNow Otto for CMDB features. {#dfrn3-servicenowottoforcmdb-summary__entry__18} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | [Now Assist \> ServiceNow Otto announcement](https://www.servicenow.com/docs/access?context=platform-now-assist-landing&family=zurich&ft:locale=en-US) : ServiceNow Otto introduced AI on the platform. As that experience has evolved, there's a new name for the experience. ServiceNow Otto® is the conversational AI platform integrated into ServiceNow workflows. It provides agentic capabilities, supports multimodal interactions across web, mobile, and messaging channels, and enables autonomous orchestration for cross-system workflows. [Analyzing the impact of a change or incident](https://www.servicenow.com/docs/access?context=na-cmdb-awf-impact-analysis-using&family=zurich&ft:locale=en-US) : The Assess CMDB Impact agentic workflow identifies the upstream services and CIs that are likely to be affected by an incident or by a proposed change. The workflow reasons about propagation likelihood based on CMDB dependency topology and the nature of the change. The workflow returns a structured list with impact levels and the reasoning. [Determine which SGC to use](https://www.servicenow.com/docs/access?context=na-cmdb-awf-suggest-sgc-mappings&family=zurich&ft:locale=en-US) : Sometimes you're not sure which integration to use to capture CI data. When you provide Now Assist with the name of a particular CI class, it can recommend the data sources or Service Graph Connectors and ingestion sources that can best populate CMDB data. [\[Placeholder link text to key bundle-platcap.na-cmdb-agent-biz-app-candidate-c\]](https://www.servicenow.com/docs/access?context=na-cmdb-agent-biz-app-candidate-c&family=zurich&ft:locale=en-US) : The Business application candidate agent discovers and suggests business applications to associate with existing application services in the CMDB, reducing manual mapping effort and improving data governance. The agent uses AI clustering and feedback loops to propose business application candidates for your review. [View CI details on CI forms](https://www.servicenow.com/docs/access?context=na-cmdb-skill-ci-form-help&family=zurich&ft:locale=en-US) : The skill answers your questions on CI classes and attributes to help you work in CI forms, dashboards, home pages, and other views on the workspace. You can submit similar queries on the Explore CI view. [CMDB searches can include relationships](https://www.servicenow.com/docs/access?context=na-cmdb-awf-search&family=zurich&ft:locale=en-US) : Search queries can depend on relationships between CIs and can span multiple tables. For example, you might ask: "Search for servers that depend on databases - only Linux servers running Redhat". [Changes to Now Assist usage measurement](https://www.servicenow.com/docs/access?context=monitoring-now-assist-usage&family=zurich&ft:locale=en-US) : Starting with Australia Early Access, AI 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: AI Usage - Overview \& New Measurement Logic](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2704710). [Role configuration required for agentic workflows and AI agents](https://www.servicenow.com/docs/access?context=aia-role-masking&family=zurich&ft:locale=en-US) : Agentic workflows and AI agents included with your applications require additional security configuration. If you select Users with selected roles for your user access security controls for an agentic workflow or AI agent, you must add the installed roles, or they will not execute. See the documentation for the agentic workflow or AI agent for the specific roles you must add. [Some generative AI skills, AI agents, and agentic workflows are turned on by default](https://www.servicenow.com/docs/access?context=now-assist-skills-on-by-default&family=zurich&ft:locale=en-US) : The skills are automatically available to appropriate role users for the application, such as ITIL roles on incident forms or change forms. This change simply activates the skill and does not touch the roles that may be needed to use the skill. The new default behavior works as follows: * New customers: When you install an AI product, designated skills and agentic workflows are turned on automatically. * Existing customers who are upgrading (starting with Australia Early Access): Any previously unconfigured skill, agent, or agentic workflow is turned on automatically (the AI asset was never configured and turned on, then turned off again). Previously configured skills and agentic workflows that were turned on, then off, remain inactive. [New role required for the Create configuration item agentic workflow](https://www.servicenow.com/docs/access?context=na-cmdb-awf-ci-creator&family=zurich&ft:locale=en-US) : The sn_cmdb_admin role is now required to use the Create configuration item agentic workflow (was sn_cmdb_editor). [Create a CI](https://www.servicenow.com/docs/access?context=na-cmdb-awf-ci-creator&family=zurich&ft:locale=en-US) : Verbal interaction with this feature has improved. Occasionally, you might need to create a CI manually. To help you, the CI creator agentic workflow accepts your natural language request and verifies that it understands which class the new CI should belong to. The workflow then checks Identification and Reconciliation engine (IRE) rules to determine the required attributes for the CI and requests that information. After you provide sufficient data, the workflow helps to ensure that the proposed CI includes the attributes that you requested, complies with IRE rules, and is not a duplicate. The workflow then creates the CI. [Advice on CMDB governance](https://www.servicenow.com/docs/access?context=na-cmdb-awf-governance&family=zurich&ft:locale=en-US) : To help users understand the value of each step in the process, responses now include richer context. The CMDB Governance agentic workflow supports administrators and service owners by improving CMDB data governance. Before starting in on each governance task, the workflow presents the reasons for the task to help you better understand the importance and benefits of the activity. The objective is to ensure that CMDB data is accurate and complete so that users can trust the data. [Search the CMDB](https://www.servicenow.com/docs/access?context=na-cmdb-awf-search&family=zurich&ft:locale=en-US) : Verbal interaction with this feature has improved. Users can now select the CI inline when multiple CIs are returned as matches. A summary of the CI now appears in the conversation. The CMDB search agentic workflow enables you to search for CIs by specifying any of several attributes of the CI of interest. The workflow accepts your natural language request, verifies your search goal, and then generates a keyword search, a single-table search with dot walks, or a multi-table search, depending on the information that you provided. The workflow can infer CI relationship data to generate an appropriate query. [Summarize CI data](https://www.servicenow.com/docs/access?context=na-cmdb-agent-ci-summarizer&family=zurich&ft:locale=en-US) : Verbal interaction with this feature has improved. You can now view a concise summary of the key CI data by selecting the CI on a CI form, in a workspace page, or on any list view. The summary can include discovery data, ownership, and key related items such as open incidents, alerts, problems, upcoming change requests, and security vulnerabilities. Additionally, the summary lists the service instances that the CI is part of. [\[Placeholder link text to key now-assist-cmdb-mng-dupe-cis-skill\]](https://www.servicenow.com/docs/access?context=now-assist-cmdb-mng-dupe-cis-skill&family=zurich&ft:locale=en-US) : Resolve de-duplication tasks with support from the Now Assist Manage duplicate CIs skill. CMDB administrators follow step-by-step guidance to perform remediation, and can preview remediation results before applying a template. [Diagnose failed SGC import sets](https://www.servicenow.com/docs/access?context=now-assist-sgc-diagnose&family=zurich&ft:locale=en-US) : Verbal interaction with this feature has improved. You can now diagnose a failed import set that is associated with a Service Graph Connector to get a summary of the errors and recommendations for resolving the issues. | [ ] ## Removed Between your current release family and Zurich, some ServiceNow Otto for CMDB features or functionality were removed. {#dfrn3-servicenowottoforcmdb-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 ServiceNow Otto for CMDB features or functionality were deprecated. {#dfrn3-servicenowottoforcmdb-summary__entry__34} | 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 ServiceNow Otto for CMDB. {#dfrn3-servicenowottoforcmdb-summary__entry__42} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | Activation information : ServiceNow Otto for CMDB is a ServiceNow AI Platform feature that is available with activation of plugins that you get from the ServiceNow Store. For details, see [Configure](https://www.servicenow.com/docs/access?context=now-assist-cmdb-configuring&family=zurich&ft:locale=en-US). Important: ServiceNow Otto for CMDB is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | [ ] ## Additional requirements If any additional requirements were introduced or changed for ServiceNow Otto for CMDB we have noted them here. {#dfrn3-servicenowottoforcmdb-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 ServiceNow Otto for CMDB we have noted them here. {#dfrn3-servicenowottoforcmdb-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 ServiceNow Otto for CMDB, such as specific requirements or compliance levels. {#dfrn3-servicenowottoforcmdb-summary__entry__66} | 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 ServiceNow Otto for CMDB we have noted them here. {#dfrn3-servicenowottoforcmdb-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 ServiceNow Otto for CMDB we have noted them here. {#dfrn3-servicenowottoforcmdb-summary__entry__82} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | [Zurich Patch 11](https://www.servicenow.com/docs/access?context=zurich-patch-11&family=zurich&ft:locale=en-US) * AI identifies the upstream services and CIs that are likely to be affected by an incident or by a proposed change. * AI recommends the data sources or Service Graph Connectors and ingestion sources that can best populate CMDB data. * AI discovers and suggests business applications to associate with existing application services in the CMDB, reducing manual mapping effort and improving data governance. [Zurich Patch 7](https://www.servicenow.com/docs/access?context=zurich-patch-7&family=zurich&ft:locale=en-US) * Get AI-powered answers your questions on CI classes and attributes to help you work in CI forms, dashboards, home pages, and other views on the workspace. * Search queries can now span multiple tables and relationships between CIs. [Zurich Patch 5](https://www.servicenow.com/docs/access?context=zurich-patch-5&family=zurich&ft:locale=en-US) * Review changes to Now Assist usage measurement [Zurich Patch 4](https://www.servicenow.com/docs/access?context=zurich-patch-4&family=zurich&ft:locale=en-US) * Some Now Assist skills and agentic workflows are now turned on by default. * Agentic workflows and AI agents included with Now Assist applications now require additional security configuration. * Reduce the debugging time and effort when you resolve issues with Service Graph Connector import sets. * Find and resolve de-duplication tasks. * Speed the process of manually creating CIs. * Methodically work through the process of improving CMDB data governance. * Search for CIs by specifying any of several attributes of the CI of interest. * View a concise summary of the key CI data on a CI form in a workspace page or on any list view. [Zurich Patch 3](https://www.servicenow.com/docs/access?context=zurich-patch-3&family=zurich&ft:locale=en-US) [Zurich Patch 2](https://www.servicenow.com/docs/access?context=zurich-patch-2&family=zurich&ft:locale=en-US) [Zurich Patch 1](https://www.servicenow.com/docs/access?context=zurich-patch-1&family=zurich&ft:locale=en-US) See [ServiceNow Otto for Configuration Management Database (CMDB)](https://www.servicenow.com/docs/access?context=now-assist-landing-cmdb&family=zurich&ft:locale=en-US) for more information. | [ ]