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How to maximize business value with ServiceNow Zurich Release
The ServiceNow Zurich release is here, bringing transformative capabilities for AI, app development, and customer service. From intelligent agents to workflow automation, Zurich Release empowers organizations to work faster, smarter, and more efficiently.
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The ServiceNow Zurich release is here, bringing transformative capabilities for AI, app development, and customer service. From intelligent agents to workflow automation, Zurich Release empowers organizations to work faster, smarter, and more efficiently.
So, let’s break down some features and what they mean for your teams, processes, and business outcomes.
NowAssist and Agentic AI workflows
ServiceNow Zurich Release makes AI interactions feel smarter and more human.
With AI Agent Fabric, multiple AI agents can seamlessly collaborate across ServiceNow and third-party tools, providing users with contextual and proactive support. Agents can share information and coordinate cross-functional workflows, reducing manual handoffs and improving continuity.
Voice Agents handle routine tasks such as ticket management and IT troubleshooting, freeing staff to focus on higher-value work. This means employees get AI assistance tailored to their preferences, while Voice Agent enables natural, conversational interactions over the phone. In short, submitting requests or tickets becomes easier and more accessible.
How it works
- AI Agent Fabric supports interoperability via Model Context Protocol (MCP), allowing agents to connect with external tools and data sources securely.
- Model Provider Flexibility gives organizations control over which LLMs to use, enabling cost optimization, performance tuning, and regulatory alignment.
- Voice Agent integrates seamlessly with the Now Platform, offering multimodal support and accessibility enhancements.
Why it matters
Zurich’s innovations deliver measurable impact through:
- Faster time-to-value with AI agents automating development, support, and operations.
- Improved ROI through reduced support costs, faster resolution times, and optimized workflows.
- Scalable governance ensures compliance across industries, from finance to healthcare.
- Future-proof architecture positions organizations to lead in the agentic AI era, with Gartner predicting over 60% of enterprises will adopt AI agent platforms by 2029.
Navigating AI Risks with the Digital AI Control Tower
Artificial Intelligence is rapidly becoming a foundation for innovation, efficiency, and growth. Yet with opportunity comes responsibility: businesses must manage not only the performance of their AI models, but also the compliance, ethical, and operational risks that arise throughout the AI lifecycle.
At Plat4mation, we believe that successful AI adoption requires visibility and governance across every stage — from ideation and data sourcing, to development, deployment, and continuous monitoring. That’s why we are bringing the Digital AI Control Tower, built on the ServiceNow platform, to help organizations take control of their AI journey.
How it works
The Digital AI Control Tower provides a single foundation to manage AI across the enterprise. It enables organizations to:
- Identify and register AI use cases in a central system of record
- Assess risks and compliance requirements early in the lifecycle, aligned to regulations such as the EU AI Act, NIS2, GDPR, and industry standards
- Orchestrate governance workflows for approvals, monitoring, and remediation
- Continuously monitor AI models for performance, drift, and ethical alignment
- Report transparently to stakeholders and regulators with real-time dashboards
Our consultants bring deep expertise in risk, compliance, and security, combined with ServiceNow’s enterprise automation capabilities. With the AI Control Tower, we help our customers:
- We help organizations navigate the complexities of AI governance by translating intricate regulations into clear, actionable controls and workflows.
- Our approach includes designing robust target operating models that define roles and responsibilities across the enterprise.
- By configuring ServiceNow to seamlessly integrate AI risk and compliance into everyday business operations, we ensure that governance becomes part of the organizational fabric.
- Additionally, we provide continuous visibility, empowering business and compliance leaders to make confident, informed decisions based on real-time insights.
Why it matters
AI can only deliver sustainable business value when risks are managed responsibly. With Plat4mation’s Digital AI Control Tower approach, organizations gain a trusted foundation to innovate with AI — while staying in control of compliance, ethics, and business outcomes.
App Engine and Creator
The ServiceNow Zurich Release introduces powerful new capabilities, namely, ReleaseOps, Conversational Coding with AI, and Workflow Data Fabric.
ReleaseOps provides a centralized view of deployments, integrated with CI/CD pipelines and governance controls.
Conversational Coding with AI uses Now Assist, GenAI, and App Engine Studio to turn natural language prompts into functional app components.
Workflow Data Fabric connects internal and external systems in real time through the Data Fabric Hub, APIs, and ServiceNow’s Integration Framework.
Each of these capabilities is designed to empower different stakeholder groups while strengthening collaboration across the enterprise. The stakeholders are:
- Developers who benefit from faster, smarter ways to build and deploy apps.
- Platform owners and release managers who gain greater visibility and governance across environments.
- Data architects and business owners who rely on accurate, real-time insights to drive decision-making.
- End users and citizen developers, who can now contribute more directly thanks to AI-driven simplicity.
How it works
Together, these features redefine how organizations plan, build, deploy, and optimize workflows. The transformation typically follows four key steps:
- Review & planning: Assess current deployment governance, app development needs, and enterprise data flows.
- Configuration: Enable ReleaseOps for deployment oversight, activate Conversational Coding with AI in App Engine Studio, and connect systems via Workflow Data Fabric Hub.
- Enablement: Train developers, release managers, and business stakeholders on new ways of working, ranging from prompt-driven app creation, streamlined approvals, to data-powered workflows.
- Monitoring & optimization: Continuously track performance across releases, applications, and integrations to drive ongoing improvement.
Why it matters
By bringing these innovations together, organizations unlock measurable impact across people, process, and technology. Including:
- Greater efficiency through faster development cycles and simplified approvals.
- Reduced risk by ensuring governance and compliance in every release.
- Smarter decision-making with real-time data fueling workflows.
- Increased agility by enabling both professional developers and business users to innovate.
- Future-ready scalability through modern integration approaches that eliminate data silos.
Customer Industry Workflows
ServiceNow Zurich Release introduces two practical CSM features that make frontline work safer, more consistent, and reduce administrative overhead.
- CSM Data Classification provides base system classifications for CSM/CRM data and a packaged way to identify, categorize, and protect sensitive customer information. It’s easy to install and keep updated via the Store, helping ensure compliance and secure data handling.
- Task Plan Templates allow admins to define repeatable template items (tasks) that are automatically created whenever the template is applied. This simplifies complex workflows and makes guidance consistent for support teams.
Support agents and team leads benefit from guided, repeatable steps and clearer data-handling cues directly in Workspace, while CSM product owners can standardize complex journeys with reusable templates instead of one-off checklists.
Compliance, security, and data protection officers gain confidence from consistent data classification, supporting audits and retention requirements. Platform admins can install and manage the apps while enforcing policies in the CSM Configurable Workspace.
How it works
Together, these features redefine how organizations plan, configure, enable, and continuously improve customer service.
- Review & planning: Assess which case types contain sensitive data (PII, confidential), where attachments flow in, and which journeys repeat the same 5-10 steps. Prioritize 2-3 use cases for a pilot and confirm KPIs (cycle time, rework, audit findings).
- Configuration: Install CSM Data Classification and load/adjust base labels; surface classification indicators in CSM Configurable Workspace. Design Task plan templates in Case Management to auto-create the right tasks when applied to a case.
- Enablement: Train agents and team leads to recognize labels and follow template steps; brief Compliance/DPO on reporting and retention, and publish quick tips in Workspace.
- Monitoring & optimization: Track cycle time, missed steps, and data-handling exceptions; refine labels, template items, and policies quarterly and expand to additional case types.
Why it matters
By combining standardized data handling with guided execution, organizations can unlock measurable impact:
- Reduced compliance risk & audit effort: Consistent classification across CSM objects and records.
- Faster resolution & fewer errors: Reusable task plans prevent missed steps and rework on complex cases.
- Lower implementation cost/time: Packaged Store app and template workflows minimize custom build.
- Higher agent productivity: Clear data cues and auto-generated tasks streamline after-call work in Workspace.
Strategic Portfolio Management
ServiceNow Zurich release takes Strategic Portfolio Management (SPM) a step further, making it easier for organizations to connect strategy with execution.
With new goal frameworks, AI-powered insights, and enhanced financial planning, Zurich helps reduce administrative overhead while sharpening the focus on outcomes that matter.
What makes this release stand out is how it speaks to different roles across the business. Executives and PMO leaders get real-time visibility into enterprise goals. Project and portfolio managers no longer need to spend hours on manual updates thanks to AI-generated summaries. Finance leaders gain early insight into budgets and forecasts. And delivery teams can finally see the direct link between their work and strategic outcomes.
How it works
Zurich Release introduces a more connected way of managing strategy, investments, and execution. Here’s what’s new:
- AI Control Tower Workspace – A single dashboard for all AI-linked strategies, goals, and execution data, offering analytics, governance, and risk insights.
- Enhanced financial planning – Direct financials on epics, demands, and projects with no dependency on core tasks enabling earlier cost capture.
- Enhanced email project summary – AI-driven updates with multi-recipient distribution and critical path tracking, delivered instantly without admin setup.
- Planning & alignment – Link initiatives directly to business goals through the Goal Framework, so every investment maps to measurable outcomes.
- Financial forecasting – Capture costs earlier in the lifecycle (epics, demands, projects), supporting lean budgeting and more accurate predictions.
- Execution & reporting – It’s time to say bye to repetitive manual reporting. Now you can rely on AI-powered project summaries and critical path monitoring for instant updates.
- Governance & control – Monitor AI-driven strategies, risks, and compliance from a central Control Tower workspace.
All of these capabilities are seamlessly embedded into the Now Platform, giving organizations powerful new insights without adding complexity.
Why it matters
ServiceNow Zurich Release helps organizations work smarter, move faster, and deliver value with confidence. By embedding AI directly into portfolio processes and extending financial planning earlier in the lifecycle, organizations gain a clear line of sight from strategy through execution. The impact is tangible:
- Unified visibility: A clear line of sight from strategy to execution
- Operational efficiency: AI-driven reporting saves PMs and portfolio managers hours of manual work
- Risk reduction: Early cost visibility and AI monitoring minimize financial and delivery risks
- Scalability: Governance grows with the enterprise without additional overhead
- Business growth: Faster alignment of investments to customer-focused outcomes drives revenue and retention