Release Date: March 18, 2026

Area	Change	Why It Matters	Action
Incident Management	Resolved incidents can now be reopened more easily	Allows teams to continue working on an existing incident if the issue returns, instead of creating duplicate incidents	Review incident lifecycle expectations and communicate reopen guidelines to teams
Change Management	Standard Change Templates can now be proposed or updated directly from a Change Request	Makes it easier to improve standard change templates based on real operational experience	Encourage teams to propose improvements to standard change templates
Knowledge Management	A new Knowledge Center provides improved navigation and a more responsive design	Makes it easier for teams to manage and review knowledge articles	Explore the Knowledge Center and review article quality and structure Preview it in our Test Environment
Knowledge Integration	Knowledge articles are now more directly accessible within Incident Management and Employee Service Management workflows	Encourages knowledge reuse and helps teams resolve issues more consistently	Reinforce knowledge-first resolution practices
CMDB / Dependency View	The CMDB dependency map now opens within the workspace instead of a separate browser tab	Reduces context switching and supports faster impact analysis	Ensure CMDB relationships align with the Common Service Data Model (CSDM)

Area	Change	Why It Matters	Action
Service Operations Workspace	Related record lists now use an enhanced layout	Improves readability when reviewing related incidents, assets, and other records	None
CMDB / Dependency View	Configuration Items, Services, and Service Offerings now open the unified CMDB map within the workspace	Makes it easier to review service dependencies without leaving the current record	To view the dependency map, open a record (Incident, Change, or Request Item) and click the Dependency View icon next to the Configuration Item, Service or Service Offering field.
Incident Management	Updated incident reopen behavior for agents	Clarifies how incidents can be reopened depending on the interface and assignment	Confirm assignment when reopening incidents through the portal
Knowledge Management	Knowledge articles are more easily accessible within incident and service request records	Reduces the need to search separately for knowledge while working cases	Use knowledge articles to support case resolution. While working on an Incident or Service Request in Service Operations Workspace, open the record and review the Agent Assist / Knowledge Recommendations panel on the right side of the screen. Click a suggested Knowledge Article to view it and use it to help troubleshoot or resolve the ticket without leaving the record.
Catalog	Catalog forms now support drag-and-drop file attachments	Makes it easier to attach screenshots or documents when submitting requests	None

Area	Change	Why It Matters	Action
Catalog Builder	Client scripts can now be created and edited directly within Catalog Builder	Simplifies catalog item development and reduces the need to switch between tools	Explore scripting capabilities within Catalog Builders
Catalog Builder	Dynamic reference qualifiers can now be configured within Catalog Builder	Enables forms to display options based on user selections or context	Consider using dynamic filtering in catalog items
Catalog Builder	Scripted default values can now be configured for catalog variables	Supports more dynamic and personalized request experiences	Review catalog items that may benefit from dynamic defaults
Catalog	Catalog forms can now be pre-filled using key-value parameters in URLs	Supports deep linking, automated request generation, and integrations	Consider using pre-filled links for common request scenarios
CMDB View	The unified CMDB map can now be accessed without a Service Mapping license	Improves visibility into service relationships	Ensure CMDB relationships are accurate

 

Callers & Requesters

These improvements affect customers submitting requests or reporting issues through the ServiceNow portal.

Area	Change	Why It Matters	Action
Incident Management	Users can reopen a resolved incident if the issue returns from the Service Portal.	Prevents the need to create a new ticket when the original issue was not fully resolved	None
Service Requests	Request forms now support drag-and-drop file attachments	Makes it easier to attach screenshots or documents when requesting help	None

 

Zurich Capabilities (Not Enabled at Go-Live)

The Zurich release includes several additional capabilities that are available in the platform but will not be activated at this time.

These capabilities will be evaluated through the ServiceNow platform governance process and may be introduced in future phases based on campus priorities.

Examples include:

• Expanded AI and automation capabilities
• Additional workspace user experience improvements
• New orchestration and automation framework enhancements

Process owners and platform teams will review these capabilities and determine which should be prioritized for implementation.

👉 A comprehensive list of Zurich features applicable to the NC State scope is available in the Zurich Features for NC State documentation.

👉 complete list of all features included in the Zurich release is available in the ServiceNow Zurich Release Notes.

Plan Ahead – Future Changes

The release notes also highlight two future changes that teams should be aware of:

• Legacy Reporting will eventually be replaced by the Platform Analytics framework. ServiceNow has announced plans to begin retiring legacy reporting capabilities around Spring 2027. Existing reports will continue to work normally for now. We will provide additional instruction for preparing for and executing this change in advance of the 2027 upgrade.
• Classic Workflow will be phased out and replaced by Flow Designer (Date TBD)

Need Help

Submit an inquiry via the ServiceNow Support Request Form.

For questions about HRSD’s upgrade to Zurich Contact HRNow via the HRNow Feedback Form