--- 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 Reliability Management release notes for upgrades from Xanadu to Zurich # Combined Service Reliability 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) 10 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 Reliability Management Release Notes for Upgrades from Xanadu to Zurich This consolidated release notes document guides ServiceNow customers through the key updates and enhancements in Service Reliability Management (SRM) from the Xanadu release through to Zurich. It highlights new features, changes, deprecations, activation details, and important upgrade information to help customers prepare and make the most of SRM capabilities across versions. Show full answer Show less ## New Features * **Service Operations Workspace Integration:** SRM and Service Level Objective (SLO) Management pages are accessible within the workspace starting in Xanadu. * **Notification Destinations:** Since version 6.4, teams can receive notifications about error budget policy violations, with Microsoft Teams as the initial supported destination to facilitate collaboration. * **Service Reliability Dashboard:** Introduced in version 6.4, this dashboard provides multiple visualizations to monitor error budgets, SLOs, and service issues. Interactive charts and an SLO table were added in 6.4.1 for deeper insights. * **Flexible Team Approval Settings:** From 6.4 onward, customers can customize approval teams for new and existing requests directly in the Service Operations Workspace Admin Center, reducing manual setup. * **ITOM Mobile Agent Support:** Available since 6.3, enabling SRM access on iOS and Android devices to manage alerts, incidents, tasks, and on-call scheduling remotely. * **SLI Filtering by Configuration Items:** Starting in 6.3, SLIs can be scoped to specific configuration items within a service hierarchy, improving monitoring granularity and root cause analysis. * **Express List for Alert Prioritization:** Replacing the Alerts tab, Express List helps distributed teams focus on relevant services and alerts. * **SLO Update History Naming:** Edited SLOs receive unique versioned names to improve clarity and tracking. * **Change Approval Policy Enhancements:** Policies can now incorporate SLO metrics like lowest error budget remaining and highest burn rate to inform approvals. * **Team Assignments to TSOs:** Teams can be assigned to specific Technical Service Objects (TSOs) for decentralized service management. * **Auto-Generation of SLOs:** Zurich introduces an SLO creator agent (with the ServiceNow Otto for ITOM plugin) that analyzes incidents and alerts to automatically generate SLOs, accelerating SLO adoption. * **Service Removal Capability:** From version 6.5.0, customers can remove services from SRM views while retaining them in the CMDB, enabling cleaner monitoring environments. * **Outage-Based SLIs:** Added in 6.5.0 to track actual downtime and customer impact alongside alert-based SLIs for comprehensive reliability assessment. * **Improved User Experience:** The Coral theme with a dark mode option enhances portal, web, and mobile UI experiences. ## Changes * **SLI Configuration Banner:** Version 6.3 introduced an information banner showing the number of configuration items related to a service to aid in effective SLI setup. * **Service Import Enhancements:** Improved service selection UI and suggestions help streamline service imports starting in 6.3. * **Navigation Updates:** Icons for Integrations Launchpad and Alert Automation moved under the ITOM Admin Experience in the Service Operations Workspace as of 6.5.0. * **Terminology Alignment:** Application service and technical service are renamed to service instance and technology management service respectively in 6.5.0. * **SLO Table Layout:** Redesigned in 6.5.0 for better readability and navigation. * **SLO Work Notes:** From 6.6.1, SLOs include work notes visible in the Activity panel, enabling unified tracking of manual and automated changes. * **Microsoft Teams Notification Update:** Error budget violation notifications now include a button for easier access to the relevant SLO in SRM. ## Removals and Deprecations * No features have been removed in Zurich. * The Alerts tab was removed from the Reliability tasks page in Yokohama. ## Activation and Additional Information * Service Reliability Management and ITOM Mobile Agent are available for installation via the ServiceNow Store across all releases. * No additional or changed browser requirements, localization considerations, or accessibility compliance updates beyond the new Coral theme and dark mode were introduced. ## Practical Benefits for ServiceNow Customers Upgrading SRM from Xanadu to Zurich equips your teams with enhanced tools for real-time service reliability tracking, flexible governance, and mobile access. Automated SLO creation and outage-based SLIs reduce manual effort and improve accuracy in monitoring actual service impact. The integration with collaboration platforms like Microsoft Teams ensures rapid communication during error budget violations. Improved dashboards, navigation, and UI themes enhance usability, helping your Consolidated page of all release notes for Service Reliability Management from Xanadu to Zurich. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family Service Reliability 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 Reliability Management to Zurich Before you upgrade to Zurich, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-servicereliabilitymanagement-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 Reliability Management. {#dfrn3-servicereliabilitymanagement-summary__entry__10} | Release | Release notes | |-|-| | Xanadu | [Service Reliability Management](https://www.servicenow.com/docs/access?context=sr-landing-page&family=xanadu&ft:locale=en-US) and [Service Level Objective Management](https://www.servicenow.com/docs/access?context=slo-landing-page&family=xanadu&ft:locale=en-US) : Explore the Service Reliability Management and Service Level Objective Management pages in the Service Operations Workspace. | | Yokohama | [Keep teams informed with notification destinations](https://www.servicenow.com/docs/access?context=create-notification-destination&family=yokohama&ft:locale=en-US) : Starting in version 6.4, send notifications about error budget policy violations to notification destinations. The first supported destination is Microsoft Teams, which lets you post details in specific channels and link back to SRM for further investigation. [Monitor service reliability in a dashboard](https://www.servicenow.com/docs/access?context=sr-service-dashboard-visualizations&family=yokohama&ft:locale=en-US) : Starting in version 6.4, use the Service reliability dashboard to monitor and manage service performance. The dashboard offers multiple visualizations to help you track error budgets, monitor SLOs, and identify issues across your services. Starting in version 6.4.1, you can select charts to access further details and use the new SLO table to monitor reliability. [Customize team approval settings with more flexibility](https://www.servicenow.com/docs/access?context=sr-add-approval-teams&family=yokohama&ft:locale=en-US) : Starting in version 6.4, customize team governance with more flexibility and less manual effort. You can assign different approval teams for new and existing team requests. The customization options are also fully available in the Service Operations Workspace Admin Center and no longer require manual setup in the Catalog Builder. [Stay connected and keep services reliable with ITOM Mobile Agent](https://www.servicenow.com/docs/access?context=itom-mobile-landing&family=yokohama&ft:locale=en-US) : Starting in version 6.3, use ITOM Mobile Agent to access SRM features on iOS and Android devices. With ITOM Mobile Agent, you can track alerts, manage incidents, and work on tasks on the go. You can also manage on-call schedules by checking shifts, requesting time off, and filling gaps. [Create SLIs on configuration items](https://www.servicenow.com/docs/access?context=sr-create-slo-sli&family=yokohama&ft:locale=en-US) : Starting in version 6.3, filter an SLI to a specific configuration item within the parent service hierarchy. This feature lets you monitor the individual components of a service, helping you accurately track service health and identify root causes faster. [Enhance monitoring for distributed teams with Express List](https://www.servicenow.com/docs/access?context=express-list&family=yokohama&ft:locale=en-US) : Improve monitoring with Express List. Express List replaces the Alerts tab and helps distributed SRM teams focus on the services, priorities, or alerts that matter to them. [Track SLO update history](https://www.servicenow.com/docs/access?context=sr-edit-sli-slo&family=yokohama&ft:locale=en-US) : View and track SLO update history with new naming conventions. Edited SLOs now receive unique names, such as Uptime (1) or Uptime (2), instead of keeping their original names. This update improves clarity and helps you distinguish between versions. [Add SLOs to change approval policies](https://www.servicenow.com/docs/access?context=sr-add-change-approval-slos&family=yokohama&ft:locale=en-US) : Define change approval policies to approve updates or modifications in your system. You can now add the following policy inputs, helping you integrate critical information into the approval process: * SLO with the lowest percentage of error budget remaining * SLO with the highest burn rate [Assign teams to TSOs](https://www.servicenow.com/docs/access?context=sr-add-service&family=yokohama&ft:locale=en-US) : Manage your services effectively by assigning teams to TSOs. TSOs, which are specific components within a parent technical service, can now be used in the SRM service list. Assigning SRM teams to TSOs helps decentralized teams focus on the services they're responsible for. | | Zurich | [Auto-generate SLOs for SRM services](https://www.servicenow.com/docs/access?context=now-assist-itom-manage-generated-slos&family=zurich&ft:locale=en-US) : Use the SLO creator agent to generate SLOs for your SRM services. This capability is available with the ServiceNow Otto for ITOM plugin. The agent analyzes incidents, alerts, and outage events to automatically create SLOs, helping teams adopt SLOs faster and track service reliability. [Remove a service](https://www.servicenow.com/docs/access?context=sr-remove-service&family=zurich&ft:locale=en-US) : Starting in version 6.5.0, remove a service from SRM when you no longer need to track or monitor its reliability. Removing a service clears it from SRM views, including the Service page and Service reliability dashboard. The service remains in the Configuration Management Database (CMDB), and you can add it back to SRM at any time. [Create outage-based SLIs](https://www.servicenow.com/docs/access?context=sr-create-slo-sli&family=zurich&ft:locale=en-US) : Starting in version 6.5.0, add outage-based SLIs to track real downtime and customer impact. Use them with existing alert-based SLIs for a broader view of reliability. The flow for creating service level objectives (SLOs), SLIs, and error budget policies is also improved to simplify setup. [Keep teams informed with notification destinations](https://www.servicenow.com/docs/access?context=create-notification-destination&family=zurich&ft:locale=en-US) : Send notifications about error budget policy violations to notification destinations. The first supported destination is Microsoft Teams, which lets you post details in specific channels and link back to SRM for further investigation. [Monitor service reliability in a dashboard](https://www.servicenow.com/docs/access?context=sr-service-dashboard-visualizations&family=zurich&ft:locale=en-US) : Use the Service reliability dashboard to monitor and manage service performance. The dashboard offers multiple visualizations to help you track error budgets, monitor SLOs, and identify issues across your services. Starting in version 6.4.1, monitor reliability using interactive charts and a new service level objective (SLO) table in the Service reliability dashboard. [Customize team approval settings](https://www.servicenow.com/docs/access?context=sr-add-approval-teams&family=zurich&ft:locale=en-US) : Customize team governance with more flexibility and less manual effort. You can assign different approval teams for new and existing team requests. The customization options are also fully available in the Service Operations Workspace Admin Center and no longer require manual setup in the Catalog Builder. | [ ] ## Changes Between your current release family and Zurich, some changes were made to existing Service Reliability Management features. {#dfrn3-servicereliabilitymanagement-summary__entry__18} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | [New banner for configuring SLIs](https://www.servicenow.com/docs/access?context=sr-create-slo-sli&family=yokohama&ft:locale=en-US) : Starting in version 6.3, when you set up an SLI, a new information banner shows how many configuration items are associated with your service. To set up an effective SLI for your system, select View CIs in service map to see how the service and configuration items relate. [Service import improvements](https://www.servicenow.com/docs/access?context=sr-add-service&family=yokohama&ft:locale=en-US) : Starting in version 6.3, the service import flow includes the following updates: * Services owned by others are selectable options in the UI. * Service suggestions appear in the search box, reducing the need to remember exact service names. [Express List](https://www.servicenow.com/docs/access?context=express-list&family=yokohama&ft:locale=en-US) : The Express List icon ( is now in the navigation pane. [Integrations Launchpad](https://www.servicenow.com/docs/access?context=integrations-launchpad&family=yokohama&ft:locale=en-US) : The Integrations Launchpad icon () is now in the navigation pane. Note: Starting in version 6.3, the custom Integrations Launchpad in SRM was replaced with the official Service Operations Workspace version. This change promotes consistency across applications and gives you immediate access to the latest SOW updates. | | Zurich | [Work notes for SLOs](https://www.servicenow.com/docs/access?context=sr-view-slo&family=zurich&ft:locale=en-US) : In version 6.6.1, SLOs include work notes on the Details tab. Posted work notes are visible in the Activity panel, providing a unified view of both manual and automated SLO changes. [Microsoft Teams notification update](https://www.servicenow.com/docs/access?context=srm-notifications-messages&family=zurich&ft:locale=en-US) : In version 6.5.0, the error budget policy violation notification in Microsoft Teams now includes a button instead of a text link. The new button makes it easier to open the relevant SLO directly in SRM. [New service class names](https://www.servicenow.com/docs/access?context=sr-work-services&family=zurich&ft:locale=en-US) : In version 6.5.0, application service and technical service are now called service instance and technology management service. The terminology update aligns with current naming standards. [Enhanced SLO table view](https://www.servicenow.com/docs/access?context=sr-work-SLI-SLO&family=zurich&ft:locale=en-US) : In version 6.5.0, the Service level objectives table on the SRM Reliability metrics tab has a new layout, which improves readability and navigation. [New navigation for Integrations Launchpad and Alert Automation](https://www.servicenow.com/docs/access?context=sr-work-integrations&family=zurich&ft:locale=en-US) : In version 6.5.0, the icons for Integrations Launchpad and Alert Automation have been removed from the primary navigation. You can now access them under the ITOM Admin Experience icon in the Service Operations Workspace. [Updated Service reliability dashboard](https://www.servicenow.com/docs/access?context=sr-service-dashboard-visualizations&family=zurich&ft:locale=en-US) : In version 6.5.0, the High burn rate chart now links to a chart view instead of a list view. The new link helps you better visualize and explore SLO performance. 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 Reliability Management features or functionality were removed. {#dfrn3-servicereliabilitymanagement-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 Reliability Management features or functionality were deprecated. {#dfrn3-servicereliabilitymanagement-summary__entry__34} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | The Alerts tab has been removed from the Reliability tasks page. | | Zurich | No updates for this release. | [ ] ## Activation information Review information on how to activate Service Reliability Management. {#dfrn3-servicereliabilitymanagement-summary__entry__42} | Release | Release notes | |-|-| | Xanadu | Install Service Reliability Management 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=xanadu&ft:locale=en-US). | | Yokohama | Activation information : Install SRM or ITOM Mobile Agent 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: SRM is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | | Zurich | Activation information : Install SRM or ITOM Mobile Agent 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: SRM 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 Reliability Management we have noted them here. {#dfrn3-servicereliabilitymanagement-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 Reliability Management we have noted them here. {#dfrn3-servicereliabilitymanagement-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 Reliability Management, such as specific requirements or compliance levels. {#dfrn3-servicereliabilitymanagement-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 Reliability Management we have noted them here. {#dfrn3-servicereliabilitymanagement-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 Reliability Management we have noted them here. {#dfrn3-servicereliabilitymanagement-summary__entry__82} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | * View and assess alerts in one place with Express List. * Starting in version 6.3, access SRM features on the go with ITOM Mobile Agent. * Starting in version 6.4, inform teams by setting up notification destinations and attaching them to error budget policies. * Starting in version 6.4, track, manage, and visualize service performance with the Service reliability dashboard. * Starting in version 6.4, get timely error budget updates that reflect the impact of ongoing, open alerts. See [Service Reliability Management](https://www.servicenow.com/docs/access?context=sr-landing-page&family=yokohama&ft:locale=en-US) for more information. | | Zurich | * Auto-generate service level objectives (SLOs) to help teams track service reliability in SRM. * Starting in version 6.5.0, remove unneeded services from SRM to keep your monitoring data relevant. * Starting in version 6.5.0, track real downtime and customer impact with outage-based service level indicators (SLIs). * Get timely error budget updates that reflect the impact of ongoing, open alerts. * Track, manage, and visualize service performance with the Service reliability dashboard. See [Service Reliability Management](https://www.servicenow.com/docs/access?context=sr-landing-page&family=zurich&ft:locale=en-US) for more information. | [ ]