--- 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 Task Intelligence for ITSM release notes for upgrades from Xanadu to Zurich # Combined Task Intelligence for ITSM 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) 4 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 Task Intelligence for ITSM Release Notes for Upgrades from Xanadu to Zurich This consolidated release note provides ServiceNow customers with a comprehensive summary of updates, new features, changes, and important upgrade information for Task Intelligence for ITSM across the release families from Xanadu to Zurich. It is designed to assist customers in preparing for an upgrade by highlighting relevant changes, activation requirements, and feature enhancements without redundant details for releases with no updates. Show full answer Show less ## Key Features Introduced * **Similarity Model Setup and Configuration (Xanadu):** Customers can set up similarity models that identify patterns of similarity between two tables by comparing their fields. This includes using a similarity template card or selecting the prebuilt Incident Similarity model. * **Model Metrics and Monitoring:** Users can view the number of predictions made by a selected similarity model and incident records that contributed to those predictions, enabling performance tracking. * **Model Management:** The ability to edit, retrain, and redeploy similarity models allows customers to optimize predictive accuracy based on observed performance and impact. * **Expanded Similarity Models (from version 7.0.0):** Support for specialized similarity models such as "Similar open Change Requests for Incidents" and "Similar open Problems for Incidents" to enhance recommendations and reduce agent handle time. * **Prediction Preferences and Training Frequency:** Configuration options for prediction purposes, training data selection, and automatic retraining frequency provide greater control over model behavior and lifecycle. ## Changes to Existing Features * The classification model in the base system has been renamed from "ITSM OOTB TI Solution" to "Incident Categorization" for clarity. * The Task Intelligence analytics page now includes visibility into the number of records predicted by similarity models, improving monitoring capabilities. * Starting with version 7.0.0, an updated Load Records icon is introduced on the "Train the model" screen for better user experience. ## Upgrade Considerations * **Pre- and Post-Upgrade Tasks:** Customers are advised to review and complete necessary tasks prior to upgrading to Zurich to ensure smooth transition and system integrity. * **Activation:** Task Intelligence for ITSM must be installed via a request from the ServiceNow Store, with guidance available on submitting and managing app requests. * No features or functionalities were removed or deprecated between these releases, ensuring continuity of capabilities. * No updates were noted regarding additional requirements, browser compatibility, accessibility compliance, or localization across these releases. ## Practical Benefits for ServiceNow Customers By upgrading to Zurich and leveraging the enhanced Task Intelligence for ITSM capabilities, customers can expect improved incident similarity detection, more accurate and customizable predictive models, and enhanced monitoring tools. These features empower agents to reduce incident resolution times by efficiently identifying related records and using tailored model configurations aligned with their operational needs. Consolidated page of all release notes for Task Intelligence for ITSM from Xanadu to Zurich. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family Task Intelligence for ITSM 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 Task Intelligence for ITSM to Zurich Before you upgrade to Zurich, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-taskintelligenceforitsm-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 Task Intelligence for ITSM. {#dfrn3-taskintelligenceforitsm-summary__entry__10} | Release | Release notes | |-|-| | Xanadu | [Set up a similarity model](https://www.servicenow.com/docs/access?context=using-task-intelligence-itsm&family=xanadu&ft:locale=en-US) : Set up and configure a similarity model that learns the patterns of similarity between two types of tables by comparing their fields.You can use the similarity template card to set up a new similarity model or select the Incident Similarity model available in the base system. [Metrics of similarity model](https://www.servicenow.com/docs/access?context=admin-console-ti&family=xanadu&ft:locale=en-US) : View the number of predictions made by a selected similarity model and the number of incidents records that provided predictions. [Edit and redeploy the model](https://www.servicenow.com/docs/access?context=edit-your-model&family=xanadu&ft:locale=en-US) : You can edit, retrain, and redeploy a similarity model to enhance the performance based on the model performance and impact. | | 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 Task Intelligence for ITSM features. {#dfrn3-taskintelligenceforitsm-summary__entry__18} | Release | Release notes | |-|-| | Xanadu | [Classification model renaming](https://www.servicenow.com/docs/access?context=create-incident-prediction-model&family=xanadu&ft:locale=en-US) : The classification model available with the base system has been renamed from ITSM OOTB TI Solution to Incident Categorization. [Monitoring and Analytics](https://www.servicenow.com/docs/access?context=task-intel-monitor-analystics&family=xanadu&ft:locale=en-US) : You can now view the number of records predicted by the similarity models in the Task intelligence analytics page. [Updated Load Records icon](https://www.servicenow.com/docs/access?context=create-a-similar-records-prediction-model-in-task-intelligence-for-itsm&family=xanadu&ft:locale=en-US) : Starting in version 7.0.0, you can now viw the updated Load Records icon on Train the model screen. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Removed Between your current release family and Zurich, some Task Intelligence for ITSM features or functionality were removed. {#dfrn3-taskintelligenceforitsm-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 Task Intelligence for ITSM features or functionality were deprecated. {#dfrn3-taskintelligenceforitsm-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 Task Intelligence for ITSM. {#dfrn3-taskintelligenceforitsm-summary__entry__42} | Release | Release notes | |-|-| | Xanadu | Install Task Intelligence for ITSM 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 | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Additional requirements If any additional requirements were introduced or changed for Task Intelligence for ITSM we have noted them here. {#dfrn3-taskintelligenceforitsm-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 Task Intelligence for ITSM we have noted them here. {#dfrn3-taskintelligenceforitsm-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 Task Intelligence for ITSM, such as specific requirements or compliance levels. {#dfrn3-taskintelligenceforitsm-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 Task Intelligence for ITSM we have noted them here. {#dfrn3-taskintelligenceforitsm-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 Task Intelligence for ITSM we have noted them here. {#dfrn3-taskintelligenceforitsm-summary__entry__82} | Release | Release notes | |-|-| | Xanadu | * Set up and configure a new training similarity model that identifies similarities between the fields of an incident table and a selected training table. * Set up a similarity model using a similarity template card or the Incident Similarity model to provide recommendations for similar records on incident records and reduce handle time for agents. * Set up the prediction preferences for a similarity model, train it with your data, and deploy the model to predict similar records. * Track and monitor the performance of a deployed similarity model. * Edit, train, and redeploy a similarity model based on the performance results. * Manage how frequently the models are automatically retrained by setting the training frequency during model configuration. * Staring in version 7.0.0, you can do the following: * Specify the purpose of a similar prediction model and configure the prediction preferences. * Set up and configure a new similarity model- Similar open Change Requests for Incidents to predict similar change requests based on the fields configured. * Set up and configure a new similarity model Similar open Problems for Incidents to predict similar problems based on the fields configured. * Choose the set of records used for training the similar incident model by selecting the conditions on the training tables and training fields for training the similarity models. See [Task Intelligence for ITSM](https://www.servicenow.com/docs/access?context=c-itsm-task-intelligence&family=xanadu&ft:locale=en-US) for more information. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ]