ServiceNow Zurich Release Notes

The Zurich release of ServiceNow brings a comprehensive set of updates to Strategic Portfolio Management (SPM), formerly IT Business Management. From stronger AI capabilities to improved planning and collaboration workspaces, the Zurich Release helps organizations align strategy with execution, optimize resource usage, and deliver more value.

What’s New in SPM?

Collaborative Work Management (CWM)

• Agile sprint planning: Manage backlog, sprints, and stories directly in CWM Boards.
• Connected work: Bring records from other ServiceNow apps into CWM Boards for a unified view.
• Kanban enhancements: Quick filters by work type and horizontal swim lanes for clearer progress tracking.
• Docs improvements: Copy/paste text, lists, tables, and images; resize images; adjust list numbering automatically.
• Board templates: Save or apply templates with specific views and custom task types.

Goal Framework

• AI Control Tower integration: Track and monitor AI-related priorities and goals.
• Role enhancements: Goal admins can edit any goal or target, regardless of ownership.
• Active goals filter: Only active goals are now displayed in reference fields.

Now Assist for Collaborative Work Management (CWM)

• NEW: Generative AI built directly into CWM.
• Docs integration: Summarize, elaborate, shorten, or create content directly in Docs.
• Custom prompts: Enter open text prompts to refine or generate new content.
• Expanded model providers: Support for Google Gemini and AWS Claude, alongside Azure OpenAI and Now LLM.

Now Assist for Strategic Portfolio Management (SPM)

• AI support across SPM: Summarize feedback, generate project summaries, create demands via conversations, and create stories for epics.
• Docs productivity: Generate, refine, or elaborate content without leaving Docs.
• Project summaries: Instantly send summary emails; monitor critical path changes via AI agents.
• Expanded models: Support for Google Gemini 2.0/2.5 and AWS Claude 3.7, plus Azure OpenAI GPT-4.1.
• Security updates: Configure ACLs for custom roles that need AI skills.

Download the official Release Notes

Portfolio Planning

• Roadmap enhancements: Consistent bar colors, scrolling milestone rows, and clearer milestone icons.
• Quick filters: Use string and Boolean filters, saved with user preferences.
• Financials: New Display mode for focused views on planned vs actual costs, forecasts, and budgets.

Project Portfolio Management (PPM)

• Resource management: Auto-end assignments when projects close; sync assignment dates with project dates.
• Resource page: Manage all assignments directly in Project Workspace.
• Demand form: New “Artificial Intelligence” value for Investment Type.
• Deprecations: Resource Management reports, Allocation Workbench, and Capacity Planning overview (for new customers).

Project Workspace

• Resource assignment updates: End, move, and sync assignments with project dates.
• Status report improvements: Control whether updates sync to the report doc.
• Financials: Focused Display mode for planned vs actual costs, budgets, and forecasts.
• Investment type: New “Artificial Intelligence” value available.

Resource Management Workspace

• Resource movement: Move assigned or unassigned resources to align with priorities.
• Operational visibility: Drill-down to view the type of operational work assigned.
• UI enhancements: New “Move” action in the resource board, clearer menu labels.

Strategic Planning

• AI Control Tower integration: Track priorities, goals, planning items, and execution items (projects and demands) categorized as AI.
• Portfolio plans: Create AI-focused plans by filtering on the new “Artificial Intelligence” investment type.
• Roadmap enhancements: Consistent colors, scrolling milestone rows, distinct milestone icons.
• Investment updates: New Investment type/class fields at the planning item level; old fields deprecated.
• Goal management: Faster loading, broader admin rights, and default display of only active goals.
• Financials: New Display mode for comparing planned vs actuals, budgets, and forecasts.

Why is the Zurich Release so Important?

This release makes ServiceNow SPM more intelligent, collaborative, and efficient:

• Smarter decisions powered by generative AI across planning, project management, and reporting.
• Improved financial visibility with new display modes and enhanced scenario planning.
• Streamlined collaboration through enhanced workspaces and AI-driven productivity.
• Futureproofing with deprecations of legacy features and adoption of new AI-ready fields.

Download the official Release Notes

What Could Be Your Next steps?

• Review the deprecated features (Resource Management reports, legacy fields, etc.) and plan migrations.
• Activate and configure Now Assist to leverage the new AI skills.
• Train teams on new workspace features.
• Update dashboards, reports, and filters to make the most of the Zurich enhancements.

The Zurich release of SPM equips organizations with smarter tools to align strategy and execution, harness AI for everyday productivity, and gain clearer insights into performance and costs. It’s a strong step forward for organizations aiming to accelerate digital transformation.

Interested in more details and how to upgrade to the latest version? Learn more by clicking the button below.

 

István Görgei, Managing Director of Capture ServiceNow at the Zurich Release Summit