Combined Workforce Optimization for ITSM release notes for upgrades from Xanadu to Zurich

  • Release version: Zurich
  • Updated August 11, 2026
  • 5 minutes to read
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    Summary of Combined Workforce Optimization for ITSM Release Notes for Upgrades from Xanadu to Zurich

    This consolidated release notes document covers Workforce Optimization for ITSM upgrades from the Xanadu release through Yokohama to Zurich. It helps ServiceNow customers understand key new features, changes, security enhancements, accessibility improvements, and activation guidance relevant to their upgrade path.

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    Key Features

    • Admin Console Experience (Xanadu): Enables setup and configuration of Workforce Optimization for ITSM via an admin console.
    • Schedule Calendar Synchronization with Microsoft Outlook (Xanadu): Agents can synchronize their schedule calendars with Microsoft Outlook, allowing viewing of shifts and events across both platforms.
    • Recurring Events in Team Calendar (Xanadu): Events can be created as recurring to streamline scheduling.
    • Enhanced Security (Yokohama): Optional enhanced security features are available by installing the ITSM Enhanced Security Features plugin. Specific user roles are required to access skill review and work scheduler features under enhanced security.

    Key Changes

    • Configurable Workspace Reflow (Xanadu): Supports zooming up to 400% without content or functionality loss, improving accessibility for users with visual impairments.
    • Renaming Published Schedules (Xanadu): Published schedules can be renamed, offering greater flexibility in schedule management.

    Accessibility Improvements

    The configurable workspace now supports WCAG 2.1 Level AA compliance, including reflow capabilities that adjust page layouts for better readability and usability at high zoom levels. This supports users with low vision or other accessibility needs.

    Activation and Plugin Information

    To activate Workforce Optimization for ITSM, customers must request the snwfocfgitsm plugin from the ServiceNow Store. For upgrades to Yokohama and Zurich, the activation process remains consistent with no additional plugin changes. For enhanced security in Yokohama, the com.snc.itsm.enhancedsecurity plugin must be installed through Now Support.

    Upgrade Considerations

    • Review and complete prerequisite pre- and post-upgrade tasks before upgrading to Zurich.
    • If upgrading to Yokohama, decide whether to enable enhanced security by installing the additional plugin and assigning the required user roles.
    • No new features, changes, removals, or deprecations were introduced in the Zurich release.

    Browser and Localization

    There are no changes to browser requirements or localization considerations between Xanadu, Yokohama, and Zurich releases.

    Summary for ServiceNow Customers

    When upgrading Workforce Optimization for ITSM from Xanadu through to Zurich, expect improvements in scheduling flexibility, Outlook calendar integration, enhanced security options in Yokohama, and important accessibility enhancements supporting WCAG 2.1 AA conformance. Activation requires managing plugins via the ServiceNow Store and potentially Now Support for security features. No functionality has been removed or deprecated in this upgrade path, ensuring a smooth transition while gaining enhanced usability and security features.

    Consolidated page of all release notes for Workforce Optimization for ITSM from Xanadu to Zurich.

    How to use this page

    To help you prepare for your upgrade, we have combined the cross-family Workforce Optimization 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 Workforce Optimization for ITSM to Zurich

    Before you upgrade to Zurich, review these pre- and post-upgrade tasks and complete the tasks as needed.

    Release Release notes

    Xanadu

    		 No updates for this release.

    Yokohama
    Enhanced security to access Workforce Optimization for ITSM
    When you upgrade to the Yokohama release, you have the option to turn on enhanced security for the Workforce Optimization for ITSM application. To get the enhanced security, you must contact Now Support to install the ITSM Enhanced Security Features plugin (com.snc.itsm.enhanced_security). After you install the plugin, you need the roles listed here to access the respective features.
    Features in Workforce Optimization for ITSM Role required for each user
    Skill review
    • Skill review manager (sn_wfo_skillreview.manager)
    • Skill review user (sn_wfo_skillreview.user)
    Work scheduler
    • Work scheduler admin (sn_wfo_work_sched.admin)
    • Work scheduler manager (sn_wfo_work_sched.manager)

    Zurich

    		 No updates for this release.

    New features

    Between your current release family and Zurich, new features were introduced for Workforce Optimization for ITSM.

    Release Release notes

    Xanadu
    Admin Console Experience
    Use the admin console to set up and configure the Workforce Optimization for ITSM application.
    Synchronize the schedule calendar with Microsoft Outlook
    When you synchronize the agent's calendar in the Schedule module with Microsoft Outlook, agents can view all your schedule, shifts, and events that display in the agent calendar also in your Microsoft Outlook calendar.
    Recurring events in the team calendar
    When you create an event, you can make it a recurring event.

    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 Workforce Optimization for ITSM features.

    Release Release notes

    Xanadu
    Reflow for configurable workspace
    Workforce Optimization for ITSM configurable workspace supports reflow, which enables pages and content to be zoomed up to 400% through your browser settings without loss of content or functionality. For information about how to upgrade, see the Accessibility information section that follows.
    Renaming a published schedule
    You can edit the name of a schedule after it is published.

    Yokohama

    		 No updates for this release.

    Zurich

    		 No updates for this release.

    Removed

    Between your current release family and Zurich, some Workforce Optimization for ITSM features or functionality were removed.

    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 Workforce Optimization for ITSM features or functionality were deprecated.

    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 Workforce Optimization for ITSM.

    Release Release notes

    Xanadu

    Activate the Workforce Optimization for ITSM plugin (sn_wfo_cfg_itsm) by requesting it from the ServiceNow Store. For details, see Activate Workforce Optimization for ITSM Visit the ServiceNow Store 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.

    Yokohama

    Install the Workforce Optimization for ITSM plugin (sn_wfo_cfg_itsm) by requesting it from the ServiceNow Store. For details, see Activate Workforce Optimization for ITSM Visit the ServiceNow Store 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.

    Zurich

    		 No updates for this release.

    Additional requirements

    If any additional requirements were introduced or changed for Workforce Optimization for ITSM we have noted them here.

    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 Workforce Optimization for ITSM we have noted them here.

    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 Workforce Optimization for ITSM, such as specific requirements or compliance levels.

    Release Release notes

    Xanadu
    Accessibility improvements
    Accessibility improvements were completed to create a configurable workspace that supports WCAG 2.1 Level AA conformance.
    Reflow

    The Configurable Workspace supports reflow, which enables pages and content to be zoomed up to 400% through your browser settings without loss of content or functionality. Additionally, content can be enlarged without scrolling in two dimensions at a width equivalent to 320 CSS pixels or a height equivalent to 256 CSS pixels. Page layouts are transformed into a vertical, stacked view automatically when users increase browser zoom to 400%.

    This enhancement helps users with low vision or who have trouble seeing web content in a browser due to monitor size, device type, poor lighting, or other situations. Reflow can be turned off with a system property for instances, experiences, and pages. See Reflow for Configurable Workspace for details.

    Yokohama

    		 No updates for this release.

    Zurich

    		 No updates for this release.

    Localization information

    If there are specific localization considerations for Workforce Optimization for ITSM we have noted them here.

    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 Workforce Optimization for ITSM we have noted them here.

    Release Release notes

    Xanadu
    • Use the Workforce Optimization for ITSM Admin Console to configure your application.
    • Synchronize team calendars and events with Microsoft Outlook.
    • Benefit from accessibility improvements to create a configurable workspace that supports Web Content Accessibility Guidelines (WCAG) 2.1 Level AA conformance.

    See Workforce Optimization for ITSM for more information.

    Yokohama

    When you upgrade to the Yokohama release, get the enhanced security features by installing the new plugin.

    See Workforce Optimization for ITSM for more information.

    Zurich

    		 No updates for this release.