Service Pack 1 for Microsoft Dynamics CRM 2013 and CRM Online Spring 14 introduces substantial enhancements to Service Management. However, the new features are disabled by default (unless you are a new subscriber to CRM Online). The new features are enabled in Settings > Administration > Install Product Updates.
Even if you don't install the updates you will see the new entities and attributes if you examine the default solution or the metadata.
This MSDN article provides the details.