Service Level Management release notes

  • Release version: Zurich
  • Updated July 31, 2025
  • 1 minute to read

    • The ServiceNow® Service Level Management application helps to gather service requirements, and monitor and report the quality and speed of the services provided. Service Level Management was enhanced and updated in the Zurich release.

    Service Level Management highlights for the Zurich release

    • Coral is the new default theme for Next Experience and Core UI, offering a more modern experience.

    • SLA Timer Configuration supports target-based First to Breach SLA and advance condition-based First to Breach SLA.

    See Service Level Management for more information.

    New in the Zurich release

    Configure the SLA timer for the First to breach source
    Keep up with your service level expectations on incidents by configuring a First to Breach SLA timer for target-based and advanced condition-based SLAs. These configurations help you stay on top of breaches and response times.

    UI changes

    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.

    Activation information

    Service Level Management is a ServiceNow AI Platform feature that is active by default.

    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.