--- 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 Observability release notes for upgrades from Xanadu to Zurich # Combined Service Observability 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) 7 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 Observability release notes for upgrades from Xanadu to Zurich This consolidated guide covers the key features, changes, and upgrade information for ServiceNow's Service Observability from the Xanadu release through to Zurich. It is designed to help ServiceNow customers prepare for upgrades by summarizing enhancements, new integrations, and usability improvements across these releases. The document also highlights important pre- and post-upgrade tasks and activation details to ensure a smooth transition. Show full answer Show less ## Upgrade Preparation and Roles Before upgrading to Zurich, verify that users with the **sncsowsvcobs.manager** role belong to user groups of type **srm**. This is critical for managing Service Observability permissions effectively. ## Key Features Introduced * **Yokohama Release:** * Mapping services in the CMDB Workspace to APM data sources (Dynatrace, New Relic, and starting version 1.7.3, Datadog). * Mapping Business Services and Service Offerings to APM data to gain deeper insights into service health. * Overview tab displaying RED (rate, error, duration) metrics alongside related alerts, incidents, and change requests. * Observability tab showing extended health metrics including host and database data. * Customizable dashboard templates and support for domain separation starting version 1.6.4. * **Zurich Release:** * Support for Health Log Analytics (HLA) data within dashboards. * Use of data mapping tags and any service field as variables in chart queries to enhance dashboard flexibility. * New integrations with additional APM vendors including SolarWinds on-premise, Amazon CloudWatch, Microsoft Azure Monitor, Splunk Observability, AppDynamics, Prometheus, and expanded Dynatrace support. * Inclusion of ServiceNow AI Platform data such as problem records and business app records scoped to the service. * Full vendor query support enabling recreation of vendor time series charts with template variables and import of AWS and Azure charts. * Expanded support for all service offering types mapped to APM data. * Ability to test data mappings prior to dashboard creation and an improved APM connection flow directly within Service Observability. * Introduction of the Coral theme with a dark mode option for enhanced user experience across portals, web, and mobile. ## Notable Changes * Introduction of new Overview and Observability tabs on the Service Details page for combined visibility of SRM and APM metrics. * Admin Center enhancements to activate services and configure Service Observability roles without administrator intervention starting version 1.6.4. * Enhanced chart metadata with detailed axis labels and unified UI for creating and testing data mappings as of version 1.10. * Coral theme adoption as default for new experiences, providing a modern, brand-neutral design and accessibility improvements. ## Removed and Deprecated Features No Service Observability features or functionality were removed or deprecated between Xanadu and Zurich releases. ## Activation and Installation Service Observability is available for installation via the ServiceNow Store. Customers should request installation from the store and refer to the version history release notes for cumulative update details. ## Additional Requirements For optimal use, an APM instance (Datadog, Dynatrace, or New Relic) should be installed with an API Key Credential configured on the ServiceNow platform. This enables seamless integration and data mapping. ## Accessibility and User Experience The Coral theme introduced in Zurich includes a dark theme option for web and mobile platforms, improving readability and reducing eye strain. These enhancements support compliance with accessibility standards and improve overall user engagement. ## Practical Benefits for ServiceNow Customers * Centralize critical signals from various APM tools into ServiceNow dashboards for better visibility and faster incident response. * Calculate blast radius and reduce mean time to resolution by correlating application changes and infrastructure metrics. * Customize and extend dashboards with advanced queries and vendor-specific charts for comprehensive service health monitoring. * Leverage new integrations and AI platform data to enrich observability insights, driving improved operational agility and reliability. * Streamline service activation and data source connections, reducing administrative overhead. Consolidated page of all release notes for Service Observability from Xanadu to Zurich. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family Service Observability 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 Observability to Zurich Before you upgrade to Zurich, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-serviceobservability-summary__entry__2} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | Upgrade information : If you have the snc_sow_svcobs.manager role, you must belong to a user groups with a type of `srm`. | [ ] ## New features Between your current release family and Zurich, new features were introduced for Service Observability. {#dfrn3-serviceobservability-summary__entry__10} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | [Create and manage mappings](https://www.servicenow.com/docs/access?context=create-and-manage-observability-data-mappings&family=yokohama&ft:locale=en-US) : Map services in the CMDB Workspace to the data from a connected application performance monitoring (APM) data source. Service Observability supports Dynatrace and New Relic. This mapping lets you view metrics from entities deep within your system, like a database or host, that might be affecting the health of a service.Starting in version 1.7.3, metrics from Datadog are supported.Starting in version 1.7.3, you can map Business Services and Service Offerings to APM data. Service Offerings are not available in Xanadu. [View overall service health](https://www.servicenow.com/docs/access?context=view-overall-service-health&family=yokohama&ft:locale=en-US) : Use the Overview tab to view rate, error, and duration (RED) metrics from the APM related to a service. You can also view related open alerts, incidents, and change requests from the Configuration Management Database (CMDB) to help identify possible causes and blast radius. [View service health metrics](https://www.servicenow.com/docs/access?context=view-service-health-metrics&family=yokohama&ft:locale=en-US) : View the extended health metrics for a service on the new Observability tab when issues are found on the Overview tab. In addition to the extended health metrics, you can view host and database metrics related to the service based on the configured data mappings. [Customize dashboard templates](https://www.servicenow.com/docs/access?context=customize-service-observability-dashboards&family=yokohama&ft:locale=en-US) : Starting in version 1.6.4, customize the templates used to display dashboards in the Overview and Observability tabs. [Domain separation](https://www.servicenow.com/docs/access?context=domain-separation-and-service-observability&family=yokohama&ft:locale=en-US) : Starting in version 1.6.4, Service Observability can be run in separate domains. | | Zurich | [Support for HLA data in Service Observability dashboards](https://www.servicenow.com/docs/access?context=display-hla-data-on-a-dashboard&family=zurich&ft:locale=en-US) : As of 1.10, add service-related log data to your dashboards. [Use data mapping tags as variables in a chart's query](https://www.servicenow.com/docs/access?context=service-observability-template-variables&family=zurich&ft:locale=en-US) : As of 1.10, key/tags used in a data mapping can also be used as a template variable in a chart's query. [Use any field on a service as a variable in your data mapping query](https://www.servicenow.com/docs/access?context=create-and-manage-observability-data-mappings&family=zurich&ft:locale=en-US) : As of 1.10, when creating a data mapping, if your key represents a service, for convenience a drop down shows fields from the corresponding CI for the service, including custom fields, that can be used as a variable. [New Service Observability integrations](https://www.servicenow.com/docs/access?context=exploring-service-observability&family=zurich&ft:locale=en-US) : Integrate with more APM vendors to bring third-party data into Service Observability dashboards. New integrations for this release include: * SolarWinds on-premise * Amazon CloudWatch * Microsoft Azure Monitor * Splunk Observability * As of 1.10, AppDynamics * As of 1.10, Prometheus * As of 1.10, support for Dynatrace process and process groups [Support for additional ServiceNow AI Platform data in Service Observability dashboards](https://www.servicenow.com/docs/access?context=edit-sn-based-charts&family=zurich&ft:locale=en-US) : Add data from problem records and business app records to your dashboards. The data displayed is scoped to the service being investigated. [Support for full vendor queries](https://www.servicenow.com/docs/access?context=customize-service-observability-dashboard-templates&family=zurich&ft:locale=en-US) : Recreate any supported vendor time series chart in your Service Observability dashboard using full queries and template variables to represent entities and start and end times.As of 1.10, import selected charts from an existing AWS or Azure APM dashboard. [Additional service types](https://www.servicenow.com/docs/access?context=create-and-manage-observability-data-mappings&family=zurich&ft:locale=en-US) : Map all service offering types to APM data instead of just the types that have a technical service as a parent. [Test your data mapping](https://www.servicenow.com/docs/access?context=create-and-manage-observability-data-mappings&family=zurich&ft:locale=en-US) : As of 1.10, you can test your data mapping before using it to create charts and dashboards. [Improved data source connection flow](https://www.servicenow.com/docs/access?context=connect-an-observability-data-source&family=zurich&ft:locale=en-US) : Create APM connections without leaving the SOW. | [ ] ## Changes Between your current release family and Zurich, some changes were made to existing Service Observability features. {#dfrn3-serviceobservability-summary__entry__18} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | [New Overview tab in the SOW](https://www.servicenow.com/docs/access?context=view-overall-service-health&family=yokohama&ft:locale=en-US) : After services are activated for the Overview tab in Service Observability, the Service Details page in SOW now shows reliability metrics from Service Reliability Management (SRM) as well as metrics from Service Observability. [New Observability tab in the SOW](https://www.servicenow.com/docs/access?context=view-service-health-metrics&family=yokohama&ft:locale=en-US) : The Observability tab on the Service Details page in SOW shows related metrics from connected APM vendors. [Admin Center support for activating services and data sources](https://www.servicenow.com/docs/access?context=activate-teams-and-services&family=yokohama&ft:locale=en-US) : You can activate services to use in Service Observability and then connect and map APM data sources to those services. Starting in version 1.6.4, you no longer need to activate services. Any of the supported service types in the CMDB can be used Starting in version 1.6.4, the Service Observability admin role can configure Service Observability in the Admin Center without involving an administrator. | | Zurich | [Improved chart metadata](https://www.servicenow.com/docs/access?context=using-service-observability&family=zurich&ft:locale=en-US) : As of 1.10, charts have been improved to provide more detailed axis labels. [Improved data mapping UI](https://www.servicenow.com/docs/access?context=create-and-manage-observability-data-mappings&family=zurich&ft:locale=en-US) : As of 1.10, you can now create and test your data mapping in the same UI. 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 Observability features or functionality were removed. {#dfrn3-serviceobservability-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 Observability features or functionality were deprecated. {#dfrn3-serviceobservability-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 Service Observability. {#dfrn3-serviceobservability-summary__entry__42} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | Activation information : Install Service Observability by requesting it from the ServiceNow Store. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) 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](https://www.servicenow.com/docs/access?context=sn-store-release-notes&family=yokohama&ft:locale=en-US). Important: Service Observability is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | | Zurich | Activation information : Install Service Observability by requesting it from the ServiceNow Store. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) 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](https://www.servicenow.com/docs/access?context=sn-store-release-notes&family=zurich&ft:locale=en-US). Important: Service Observability 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 Service Observability we have noted them here. {#dfrn3-serviceobservability-summary__entry__50} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | Additional requirements : For the best experience, an APM instance should be installed and an API Key Credential for that instance should be configured on the ServiceNow® platform. Service Observability supports Datadog, Dynatrace, or New Relic. | | Zurich | No updates for this release. | [ ] ## Browser requirements If any specific browser requirements were introduced or changed for Service Observability we have noted them here. {#dfrn3-serviceobservability-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 Observability, such as specific requirements or compliance levels. {#dfrn3-serviceobservability-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 Observability we have noted them here. {#dfrn3-serviceobservability-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 Observability we have noted them here. {#dfrn3-serviceobservability-summary__entry__82} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | * Connect operators with subject matter experts (SMEs) using critical signals from existing monitoring tools and the ServiceNow platform. * Centralize critical signals and bridge workflows to help increase agility and reliability. * Calculate the blast radius and help reduce mean time to resolution (MTTR) by viewing changes to your application and the underlying infrastructure. See [Service Observability](https://www.servicenow.com/docs/access?context=service-observability&family=yokohama&ft:locale=en-US) for more information. | | Zurich | * Integrate with a number of new application performance management (APM) vendors. * Add service-scoped ServiceNow AI Platform charts to Service Observability dashboards, including charts from MetricBaseand as of 1.10, Health Log Analytics (HLA). * Customize your Service Observability dashboards to add more advanced charts using full vendor queries and template variables. As of 1.10, you can directly import charts from AWS and Azure. * Create dashboards for additional service types. * Connect to data sources efficiently with an improved flow. * As of 1.10, test your data mappings before using them to create charts and dashboards. * As of 1.10, use any field on a service as a tag key value in a data mapping and then use that tag as a variable in your chart queries. See [Service Observability](https://www.servicenow.com/docs/access?context=service-observability&family=zurich&ft:locale=en-US) for more information. | [ ]