Everything you need to Know about ServiceNow Zurich Release Updates

The ServiceNow Zurich Release, scheduled for Q4 2025, marks a major milestone in the platform’s evolution. As the final alphabetical release, Zurich sets a new benchmark for AI -driven automation, and workflow intelligence. Following Yokohama and Xanadu, this release brings expanded Now Assist and AI Agents powered capabilities, enhanced low-code tools, and industry-specific solutions that help organizations accelerate business transformation.

Whether you’re a business leader optimizing workflows or a developer building enterprise-scale applications, Zurich introduces features designed to maximize productivity, security, and innovation. Check what ServiceNow Zurich release has in store for you.

Key Enhancements in ServiceNow Zurich Release

See the main highlights of the Zurich release, showcasing democratized app creation, AI-driven security, and workflow intelligence that empower enterprises to innovate faster, scale confidently, and transform operations seamlessly. 

1. Empowering Every Employee to Be an App Creator

Zurich democratizes application development, enabling employees at all skill levels to create applications and automate workflows. With the introduction of Vibe Coding, users can now build applications using natural language, eliminating the need for extensive coding knowledge.

Key enhancements include:

• Build Agent: Automates the entire application lifecycle, from design to deployment, ensuring consistency and compliance across the development process.
• Developer Sandbox: Provides a secure environment for experimentation and testing, reducing the risk of errors in production systems.
• ServiceNow AI Platform: Integrates advanced AI capabilities, offering intelligent suggestions and automating routine tasks to enhance productivity.

2. Scaling AI with Confidence

As organizations increasingly adopt AI technologies, ensuring their secure and efficient operation becomes paramount. The Zurich release introduces robust security features to manage and monitor AI applications effectively.

Key enhancements include:

• ServiceNow Vault Console: Centralizes the management of sensitive information, providing secure storage and access controls to protect critical data.
• Machine Identity Console: Offers visibility into machine identities, allowing administrators to monitor and manage automated processes and integrations securely.
• Asset Audit Response: Facilitates proactive auditing of assets, ensuring compliance with internal policies and external regulations.

3. AI as a Teammate with human in loop

The Zurich release redefines the role of AI in the workplace, transforming it from a mere tool into an active collaborator. Through Agentic Playbooks, AI assists in guiding users through complex workflows, offering real-time suggestions and automating decision-making processes.

Additionally, Process and Task Mining capabilities analyze workflows to identify inefficiencies and recommend improvements, optimizing operational performance.

These features enable organizations to leverage AI’s full potential, enhancing decision-making and operational efficiency.

Major Platform Module Updates in ServiceNow Zurich

Core platform modules evolve in Zurich with advanced AI agents, workflow fabric, ITSM upgrades, and asset intelligence helping enterprises streamline operations, enhance decision-making, and get scalable innovation across business and technology landscapes. 

AI Platform

• AI Agent Fabric: Agents collaborate using Agent2Agent protocol, pulling context across enterprise data sources.
• Model Provider Choice: Switch or select AI models within workflows via AI Control Tower.

Workflow Data Fabric

• Zero Copy Connectors: Access external data (ERP, Snowflake, data lakes) without storing it in ServiceNow.
• Integration Hub with AI Agents: AI-driven orchestration for cross-enterprise workflows.
• Tokenization: Simplified licensing with credit-based consumption.

ITSM & ITOM

• DEX Improvements: Bulk remediation, GCC support, and self-service voice agents.
• Change Management: AI-powered scheduling, impact analysis, and risk mitigation.
• Kubernetes & AWS Discovery: Credential-free AWS agents, improved CMDB analytics, and deep pattern mapping.

Asset Management

• Software/Hardware/Cloud: AI-assisted software reclamation, Hyper-V support, and optimized asset flows.
• Financial Services ITAM: Audit-ready evidence handling and compliance workflows.

Strategic Portfolio & Enterprise Architecture

• AI Governance: Portfolio-wide visibility, gap/risk analysis, and integration with financial planning.
• Technical Mapping: Streamlined mapping of technical capabilities with business applications.

Other Modules

• HR Service Delivery: Conversational AI for company news, interviews, and employee-to-alumni transitions.
• Workplace Service Delivery: AI-driven cleaning schedules, indoor mapping, and bulk move management.
• Customer Service Management: Task templates, enhanced case handling, and data classification.
• Sales & Order Management: Complex product modelling, AI-powered CPQ configurator integration.

Updates across Industries ServiceNow Zurich

Zurich introduces industry-specific innovations, delivering tailored workflows and AI-driven solutions, empowering manufacturing, financial services, technology, and telecommunications organizations to streamline processes, reduce risks, enhance compliance, and accelerate digital transformation with confidence. 

Manufacturing

• Recall Management: Campaigns and claims workflows for vehicle recalls and warranties, with dealer portal transparency.
• Sales Promotions: Multi-region, multi-product promotion campaigns with tailored intake flows and claims adjudication.
• Dealer Portal: Boost dealer productivity by enabling multi-sales campaign and bulk uploads

Financial Services

• Task Plan Templates: Standardized workflow templates for banking operations.
• Dispute Management: Enhanced Visa and Mastercard dispute handling with workspace automation.
• Card Data: PCI-compliant tokenization and centralized architecture for secure payment data handling.

Technology Industry

• Renewals & Expansion: AI-driven assessments for renewal risk and expansion 120 days before contract end; scalable strategies for CS teams.
• Risk Mitigation: Automated meetings and agendas triggered by risk signals.
• Product Adoption Data: Real-time engagement tracking to identify adoption risks early.
• Service Bridge & Diagnostics: Near real-time asset data and AI-guided troubleshooting frameworks.

Telecommunications

• Network Inventory (TNI): Visual floor mapping with health metrics for incident/change tracking.
• Telecom Service Operations Management: Integrated view with drill-down capabilities for real-time decisions.
• Data Center Power Management: Expanded CMDB classes and live power health monitoring.
• TM Forum API Updates: Industry-standard APIs for sales, orders, and diagnostics.
• Telecom Service Management: Unified AI-powered framework for automated diagnostics, repair, and incident summaries.

Upgrade to Zurich from Yokohama, Xanadu, and Washington DC

If you are considering whether to upgrade to ServiceNow Zurich from your existing instance, such as Yokohama, Xanadu, or Washington DC, understanding the benefits of the latest release can help make an informed decision.

Upgrade to ServiceNow Zurich with Us

Upgrading to ServiceNow Zurich enables organizations to seamlessly integrate hyper-intelligent, hybrid workflows that combine human and AI-powered tasks to elevate work across the business. It empowers developers of all skill levels with a flexible, scalable, AI-driven app development platform to collaborate, build, test, and deploy solutions faster. At the same time, Zurich fortifies the enterprise with advanced security innovations, ensuring your people, data, and digital future remain protected. With these capabilities, coupled with Aelum’s expertise as AI-first ServiceNow Partner, your organization can streamline operations, accelerate innovation, and future-proof service delivery with confidence.

Frequently Asked Questions (FAQs)

What’s the focus on ServiceNow new Zurich release?

The Zurich release focuses on a shift to the “Agentic Era” with a focus on AI, security, and governance. Key features include multi-agentic AI for coordinated tasks, the “Build Agent” for natural language application development, and enhanced security with ServiceNow Vault and AI Control Tower.

Is it worth upgrading to Zurich now?

Yes, it is. Upgrading to Zurich is worthwhile for accessing new AI capabilities, improving developer productivity, and strengthening security controls. The upgrade helps reduce technical debt and allows businesses to leverage hyper-intelligent, hybrid workflows that combine human and AI-powered tasks for greater efficiency.

How does Zurich release support AI-driven business transformation?

Zurich supports AI-driven transformation by embedding AI agents and “agentic playbooks” into workflows. These features automate tasks and make decisions, allowing AI and humans to collaborate. This enables organizations to move from simple automation to more complex, autonomous workflows that transform how work gets done.

What kind of support or consulting is needed for a smooth Zurich upgrade?

A seamless Zurich upgrade is best achieved with a collaborative approach that brings together technical leads, project managers, and testers. Aelum’s consulting expertise ensures this process is structured and efficient. We guide organizations through full deployment rehearsals in a test environment, carefully review any skipped updates, and run comprehensive tests all to guarantee a smooth, low-risk transition to the Zurich release.

Does Zurich make integration with other enterprise systems easier?

Yes, Zurich enhances integration capabilities with its Workflow Data Fabric Hub and improved Integration Hub. The Workflow Data Fabric allows real-time access to external data sources without copying it, simplifying data access. The Integration Hub also provides new AI-driven orchestration features for cross-enterprise workflows.

How advanced security for the age of innovation in Zurich release?

Zurich introduces advanced security with the ServiceNow Vault Console and Machine Identity Console. These tools help identify, classify, and protect sensitive data across workflows. They also provide visibility into machine-to-machine integrations, helping to secure AI deployments at scale and ensure compliance.