Intelligence meets innovation: new features and tools
ServiceNow is opening a new chapter with the Zurich release. The platform has undergone continuous development since the first release, Aspen, in 2012. Now, with the letter Z, it has not only reached the end of the alphabetical cycle, but also a milestone in terms of agentic AI, security, and workflow innovation.
Agentic AI: From assistant to teammate
While AI was previously intended purely as a support tool, Zurich is bringing about a decisive change: AI agents work independently and contextually. They become part of everyday work, not just tools.
- Multi-agentic AI: Not just a single agent, but multiple agents can work together, coordinate complex tasks, and take on coordinated workflows.
- Build Agent: Turn ideas into production-ready apps with voice commands—with debugging, test generation, logic, and integration, without deep technical knowledge.
- Developer Sandbox: Isolated environments where teams can work in parallel, with versioning and testing possible before anything goes live. This reduces risks and speeds up feedback loops.
Security as a foundation
With increasing automation, the attack surface also grows. The Zurich version addresses this challenge with an integrated security architecture:
- The ServiceNow Vault Console combines encryption, data protection, zero trust access, and code signing, and offers dashboards for monitoring and recommendations for protecting newly discovered sensitive data.
- The Machine Identity Console controls API integrations and bots, identifies outdated or insecure authentication methods, and highlights vulnerabilities in machine identities.
- The AI Control Tower provides platform teams with centralized visibility, governance, and compliance across all AI agents, models, and workflows. This enables the transition from experimentation to reliable production use.
Agentic Playbooks and Process and Task Mining Insights
The process side is also getting an upgrade:
- Agentic Playbooks combine human input and AI in workflows (“hybrid control”). Tasks are performed automatically, and humans can intervene if necessary. Examples: credit card support, identity verification, replacement requests.
- Process and task mining insights are now fully embedded in the platform. They help identify how work actually flows, where bottlenecks exist, and where agents have the greatest impact.
Now Assist and GenAI features
The Zurich release also expands ServiceNow’s GenAI capabilities:
- Support for multiple LLMs (e.g., Azure OpenAI, Gemini, Claude) for greater flexibility.
- Improved translation and email response capabilities with automatic citations.
- Enhanced panel capabilities in Now Assist for greater clarity and a better user experience.
Advanced developer tools
There are additional new features for developers:
- Workflow Data Fabric Hub: Real-time access to external data sources without copying.
- App Engine Management Center: Centralized control and governance of low-code apps.
- Performance Analyzer in Studio: Detailed analysis of load times and optimization options.
Impact and Operations
There are also innovations in the area of operations and monitoring:
- ServiceNow Impact offers AI-powered root cause analysis in Instance Observer.
- Automatic summaries of KPIs in natural language facilitate decision-making.
ServiceNow Zurich Release: The Future of the Platform
With the Zurich Release, ServiceNow combines intelligence, accelerated development, and security on a unified platform. Agentic AI is taking the next step: moving away from pure support to becoming an active co-creator. For companies, this means:
- Greater innovative strength
- Faster time-to-value
- Higher security, even with complex, AI-supported workflows
- Better governance and control, even at larger scales
The Zurich update impressively demonstrates how human creativity and machine intelligence can work together, setting a new standard for the future of work.
