ServiceNow Zurich Release: What It Means for Modern Enterprises

ServiceNow is a company that provides services for the digital transformation of organizations, increasing productivity and reducing operating costs. ServiceNow focuses on the transformation of information technology through automation and standardization of business processes, as well as their integration across the enterprise. 

Gartner predicts that by 2029, more than 60% of enterprises will switch to artificial intelligence agent development platforms to automate complex workflows that previously required human coordination. Thus, such platforms significantly reduce the barrier to creating applications thanks to new intelligent developer tools.

On September 10, 2025, ServiceNow introduced the ServiceNow Zurich Release, a new update focused on secure and scalable artificial intelligence (AI) for enterprises.

Overview of the Zurich release (AI capabilities, automation, security, data)

The Zurich release is an important step forward for developers and workflow developers. It improves security through isolated environments and debugging, speeds up delivery with build agents and reusable triggers, and improves user interaction with dialog flows, mobile forms, and dark mode. At the same time, it enhances integration with external triggers, APIs, and content search, and process mining provides the evidence needed to make automation measurable and worthwhile.

ServiceNow Zurich capabilities and enterprise automation

Thanks to ServiceNow Zurich release enterprises access these benefits:

• Faster returns from AI. The Build Agent turns natural language into ready-to-use artifacts (stories, configuration, tests), reducing application delivery cycles.
• Operationalized AI Workflows. Agentic Playbooks allow AI agents to automate repetitive processes while humans retain control over confidential activities.
• More efficient AI Management. Vault and Machine Identity Console help organizations protect data and control AI identity across the enterprise.
• Reducing Upgrade Risks. Isolated environments for developers and ReleaseOps simplify testing, CI/CD, and more secure deployment.

(Photo credit: ServiceNow)

What changed from the Washington release

The ServiceNow Zurich release differs from the Washington one mainly in their focus specifics. 

The Washington version was released in March 2024. Its goal was to enhance the digital transformation of enterprises through more intelligent and optimized processes in sales, service, IT, security and operations. Some features of the Washington release: 

• Improved Workflow Studio — uses generative AI to build automation. 
• Virtual Agent Designer — applies generative AI to build conversation-based automation. 
• Integration with Microsoft Teams — allows employees to perform important tasks (incident management, requesting services) directly in teams. 

ServiceNow Zurich release focuses on AI integration, workflow automation and management, while Washington, DC focuses on generative AI and process optimization. Zurich

It was released in the fourth quarter of 2025. The goal of this ServiceNow AI updates is to help enterprises develop, deploy, and scale AI-based initiatives.

ServiceNow Zurich solution focuses on: 

• Integration of data, AI and security. For example, the Build Agent function based on Now Assist, which generates applications directly through prompts. 
• Improved security tools. They created the ServiceNow Vault console for detecting, classifying, and protecting sensitive data in workflows. 
• Updates to the user interface. For example, the default Coral theme for new portals, web and mobile interfaces with Next Experiences or Core UI enabled.

Why it matters for enterprises using ServiceNow

ServiceNow is an almost universal company that helps companies of different business lines and scales solve problems and increase their productivity. With ServiceNow, enterprise managers automate most ITSM processes, including the Help Desk, monitoring services, managing their availability and suppliers, as well as configurations, infrastructure, and, of course, incidents and events.

There are several reasons why modern enterprises should use this service:

• Simple workflow. One of the biggest advantages of ServiceNow is the relatively small number of settings required to run and operate in an enterprise.
• High Speed. With it, users can work with rules and create forms faster, and you don’t even have to worry about the structure of your databases. 
• Versatility. ServiceNow allows corporate domains to define services, provide an intuitive interface, provide services, ensure service availability, and analyze critical service metrics. 
• Widespread coverage. The biggest advantage of cloud technologies is that they are not tied to a local resource and can easily scale across multiple networks. ServiceNow has sufficient reliability to withstand the pressures of the IT industry, scalability, and customer requirements.

Key modules improved: ITSM, CSM, Now Assist, AI Agent Fabric

As digital enterprises strive to increase efficiency and user satisfaction, ServiceNow is revolutionizing the way IT and customer services work. Thanks to the latest ServiceNow platform release 2025, organizations can automate, save money, and provide smarter and faster services. At the center of this exit are the capabilities of generative artificial intelligence, which are now helping by revolutionizing IT service management (ITSM) and customer service (CSM) methods.

ITSM

Currently, the ServiceNow ITSM system is the market leader. It is used by more than 22.5% of companies worldwide.

This system, in addition to the classic features of products of this class, includes a powerful and flexible user self-service portal, flexibly customizable interfaces, graphical representations, a graphical configuration database (CMDB), a graphical process development editor, access from any mobile device, and much more. The system’s toolkit allows you to quickly configure and refine it according to customer requirements.

CSM

Customer expectations today require instant, personalized, and ongoing support. ServiceNow AI updates meet these requirements by transforming customer service through intelligent automation:

• Round-the-clock support with virtual Agents: These computerized agents answer routine questions 24/7, giving immediate answers and leaving difficult cases for human agents.
• Predictable Referral Routing: Artificial intelligence scans customer profiles, referral content, and agent knowledge to instantly direct referrals to the most appropriate agents.
• Intelligent generalization: Automated summaries of requests allow you to quickly sort out problems and reduce the number of repetitive messages.
• Recommendations for current workflow: Agents receive tips using artificial intelligence on personalized solutions, sales promotion opportunities, or retention strategies.

Now Assist

ServiceNow Zurich now helps you work more naturally and in a more human way. Starting with voice input and ending with contextual recommendations, the Zurich Now Assist helps users.

Some highlights include:

• Skill-based artificial intelligence routing
• Enhanced support for corporate knowledge bases
• The ability to resize and customize auxiliary panels

ServiceNow Zurich solution combines performance and intelligence, helping both end users and developers save time and get benefits.

AI Agent Fabric

The high-tech Agent Fabric solution allows ServiceNow AI agents to connect to external data sources and systems to support better cross-platform automation and more integrated use of AI to achieve a wide range of technological tasks.

Today many businesses choose to copy data from ServiceNow to external storage, where it can be combined with data from other sources and more easily integrated with a range of enterprise solutions and artificial intelligence models. They don’t want the use of AI to be limited to models available exclusively on their platform.

As they stated on KnowledgeConf 2025, AI Agent Fabric provides these crucial features:

• A real-world collaboration. AI agents of different systems (from ServiceNow, a public cloud provider, or a specialized provider) can understand each other, communicate, and collaborate when performing complex tasks.
• No automation restrictions. Without a single unified layer, organizations often face significant “automation gaps.” As a result, processes must frequently switch between different AI systems, and in some cases, even return to manual intervention. Consequently, this leads to delays, inefficiencies, and higher operational risks.
• Improved control. AI Agent Fabric centralizes management within the ServiceNow AI platform, providing a single interface for monitoring, managing, and protecting all integrated AI agents and tools.

(Photo credit: ServiceNow)

Teiva’s perspective: how we help clients migrate and adopt Zurich innovations

The launch of ServiceNow Zurich is not just an update, it is a strategic shift towards enterprise-scale managed artificial intelligence. If your business evaluates Zurich release, Teiva can help you in these directions:

• Identify suitable pilot use cases
• Implement security management and control tools
• Confidently create and scale agent workflows

Are you ready to apply ServiceNow migration and adopt Zurich innovations? Contact Teiva team to claim a free architecture overview and upgrade the plan.

Oleksii Konakhovych, CTO, Nov 06, 2025

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