IT Service Management

Automate core IT processes and manage incidents, problems, and changes with ITSM. Unify AI, data, and workflows purpose-built on the ServiceNow AI Platform to create exceptional IT service experiences for every corner of your business.

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AI for Change, self-service with Voice, and Digital End-User Experience ...
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AI for Change, self-service with Voice, and Digital End-User Experience ...

svetlanazenkin
Problem Management – What’s new in Yokohama
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Problem Management – What’s new in Yokohama

As Yokohama includes Service Operations Workspace (S...

mattlloyd
ServiceNow ITSM Q2 Store Release: Automate and accelerate IT Services
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ServiceNow ITSM Q2 Store Release: Automate and accelerate IT Services

Charlie Steiner
Unlock Agent Productivity with ITSM AI Agents (Agentic AI)
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Unlock Agent Productivity with ITSM AI Agents (Agentic AI)

darius_koohmare
Introducing AI Agents in the Yokohama Release for IT Service Management
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Introducing AI Agents in the Yokohama Release for IT Service Management

Charlie Steiner

Getting Started

Welcome Guide

ITSM Standard

Welcome Guide

ITSM Pro

Welcome Guide

Now Assist Quick Start Guide

Now Assist FAQ

Recommended Trainings

Configuration activities for Service Operations Workspace in ITSM

Incident Management

FAQs

Getting started with Incident Management

FAQs

Request Management and Service Catalog

Migration Utility for Service Operations Workspace

Measure and Grow

Measuring Success

Product Docs

Performance and Measurements

Value Measurement

Connect at events

Live on ServiceNow: Building AI Skills for Adoption - University ...

Online 10/02/25

Live on ServiceNow: Share your Fulfiller Experience and Service O...

Online 10/02/25

Live on ServiceNow: Modern Change Academy

Online 10/23/25

CIO Webinar Series: AI-powered service excellence in the age of c...

Online 12/04/25

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Live on ServiceNow: ITSM Webinars
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Live on ServiceNow: ITSM Webinars

Watch the latest Live on ServiceNow: ITSM webinars! ...

laurachaudhary
Live on ServiceNow: ITSM Webinars
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Live on ServiceNow: ITSM Webinars

Watch the latest Live on ServiceNow: ITSM webinars! ...

laurachaudhary
2025 ITSM Service Operations Workspace Events
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2025 ITSM Service Operations Workspace Events

We look forward to seeing you at our 2025 ITSM Servi...

iDigSN
Process Mining Academy
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Process Mining Academy

Come join us for a new series of live events focused on ServiceNow's in-platfo...

dangrady510
ITSM Recommended Trainings
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ITSM Recommended Trainings

ITSM Recommended Trainings ServiceNow training and c...

laurachaudhary

Resources

What's New Blog

Zurich

What's New Blog

Release Notes

Entitlements

Store

How to configure incident management to align with CSDM

a leading practice guide

How to configure incident management to align with CSDM

Managing Outages within a Service Management Environment

SLA Engine

A developer's perspective of the logic

SLA Engine

Resolve incidents quicker and elevate user experiences with the Xanadu release of ITSM

Implementing Service Level Objectives within SOW

A Customer Use Case

Implementing Service Level Objectives within SOW

Utilizing variable information in notifications

When to use surveys vs. assessments

Understanding tasks table 'closed' states

What is agent assist?

Change Success Score (Gamification)

ServiceNow Skills Management

A Better Way to Manage your Workforce Skills

ServiceNow Skills Management

Activity in ITSM

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Featured Boost your teams’ ServiceNow skills and unlock your potential through Now Learning

Empower your teams to grow their ServiceNow skills in tandem with the pace of digital transformation Digital Transformation is a fundamental shift in IT infrastructure, customer experience, and business operations. In this post-pandemic era, organ...

blog
Service Operations Workspace

Featured Forecast the demand for your resources to resolve your ongoing influx of tasks

Have you wondered how you can staff the right number of agents to meet your expected demand to resolve tasks over time? SUMMARY In the Workforce Optimization for ITSM application, using historical data from multiple sources, you can accurately fo...

blog
Service Operations Workspace

Featured Unlock Agent Productivity with ITSM AI Agents (Agentic AI)

While the industry was abuzz in 2024 with the term 'Generative AI', 2025 will be the year for AI Agents. AI Agents represent a transformative leap beyond traditional ML, Virtual Agents & GenAI. Here's why this is such a important step forward: ...

Article
Now Assist

Featured Implementing Service Level Objectives (SLOs) within SOW: A Customer Use Case

In today's digitally dynamic environment, ensuring that services are always available and reliable is crucial, especially for high-traffic applications. One of our key customers, a leading app in the US food and beverage sector, faces this challenge ...

blog
Service Operations Workspace

Featured Change Enablement & Federation: Maintaining Change Velocity in Regulated Environments

With modern digital organizations transitioning to DevOps concepts for faster and higher volumes of change, creating a concept of modern change enablement is a new challenge for many teams. This issue can be more apparent in regulated environments wh...

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Change Management
Continual Improvement (CIM)

Is the BotID in the manifest file and the AppID in ServiceNow for Teams the same?

Is the BotID in the manifest file and the AppID in ServiceNow for Teams the same?①Register your AppID in system Property > "sn_now_azure.teams_installed_app_id" > Value②The manifestFile BotID is different from the App ID.

Question

Displaying multi row variable set on sc_task

Hello Community,I am trying to display MRVS present on catalog item to sc_task genenrated after approving the RITM.I am using client script and script include, but not able to show MRVS on sc_task.Only problem is HTML table is not appearing on sc_tas...

Question

ServiceNow Live Agent Chat not coming into Service Operation Workspace, from Teams (Moveworks Techbo

Good afternoon.We have recently configured Live Agent Chat setup between ServiceNow and Microsoft Teams (Moveworks Techbot).We configured using the below link:https://help.moveworks.com/docs/how-to-guides-for-message-brokeringIt is working perfectly ...

Question
Agent Workspace
Service Operations Workspace
Virtual Agent

New Field Content to be visible in Activity Stream frontend

Hello Everyone! I have created a string field called Cancel Reason. Anything that is entered in this field should appear in the ticket frontend, which is typically how our comments and close notes function in the Activity Stream of the front-end tick...

Question

Platform Analytics

We are working through the upgrade for Zurich and are working through dashboard changes in platform analytics and I am wondering if others who are not licensed for performance analytics are looking at the migration and if they are seeing areas where ...

Question

Why do app names differ when changing languages in Microsoft Teams?

Why do app names differ when changing languages in Microsoft Teams?Which is the older version?JP↓ EN↓

Question
Virtual Agent

Integrating Virtual Agent and Microsoft Teams to open Knowledge from Chat will lead to the defaultSP

After integrating Virtual Agent with Microsoft Teams, the knowledge URL returned in chat is the default SP screen...Your Hub displays the custom portal.However, if you search for knowledge in chat and open knowledge on an instance, you will see the d...

Question
Virtual Agent

Resolved! Can't chat VirtualAgent in Teams

I had chatted until yesterday, but I can no longer do it. I want to know the cause.The portal tab next to you will be displayed properly. Just chat is not allowed...

Question

Integrating Virtual Agent and Microsoft Teams to open Knowledge from Chat will lead to the default S

Question

Showing MRVS on SC_Task

Question

What does RITM stand for?

Im needing to do some documentation, and I always start with a glossary of terms. Shockingly, I was unable to find the definition of this most basic part of Service Now in the terminology page! Anyone know?Thanks!!dave

Question

Need to add a catalog item field in Topic content widget

HI Community, In Topic content widget i need to display a custom field from catalog item table in it.How to do that help me with server side script and html.

Question

set the current category to a variable

How to set the current category value to a variable which I created.

Question

Resolved! Scenario based question

Hi All, Am just started giving interview with 3+ years of Experience. I don't have hands on knowledge so getting stuck in scenario base questions . can anyone help me with scenario based question and guide me how overcome on this. Thank You !

Question

Need to add country field in widget

HI Community, I have a requirement, in the screenshot below highlighted ones are the catalog items.In catalog item we have field called country now i need to show that country field in this each widget card similarly the way how price is showingHow c...

Question

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Integrating Virtual Agent and Microsoft Teams to o...

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Platform Analytics: create a list report with ques...

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Oracle Identity Management Integration? Has anyone...

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Connect at events

Live on ServiceNow: Building AI Skills for Adoption - University ...

Online 10/02/25

Live on ServiceNow: Share your Fulfiller Experience and Service O...

Online 10/02/25

Live on ServiceNow: Modern Change Academy

Online 10/23/25

CIO Webinar Series: AI-powered service excellence in the age of c...

Online 12/04/25

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IT Service Management

Hot Topics

AI for Change, self-service with Voice, and Digital End-User Experience ...

svetlanazenkin

Problem Management – What’s new in Yokohama

mattlloyd

ServiceNow ITSM Q2 Store Release: Automate and accelerate IT Services

Charlie Steiner

Unlock Agent Productivity with ITSM AI Agents (Agentic AI)

darius_koohmare

Introducing AI Agents in the Yokohama Release for IT Service Management

Charlie Steiner

Getting Started

Welcome Guide

Welcome Guide

Now Assist Quick Start Guide

Now Assist FAQ

Recommended Trainings

Configuration activities for Service Operations Workspace in ITSM

Incident Management

FAQs

Request Management and Service Catalog

Migration Utility for Service Operations Workspace

Measure and Grow

Measuring Success

Product Docs

Performance and Measurements

Value Measurement

Live on ServiceNow: Building AI Skills for Adoption - University ...

Live on ServiceNow: Share your Fulfiller Experience and Service O...

Live on ServiceNow: Modern Change Academy

CIO Webinar Series: AI-powered service excellence in the age of c...

On Demand Events

Live on ServiceNow: ITSM Webinars

laurachaudhary

Live on ServiceNow: ITSM Webinars

laurachaudhary

2025 ITSM Service Operations Workspace Events

iDigSN

Process Mining Academy

dangrady510

ITSM Recommended Trainings

laurachaudhary

Resources

What's New Blog

Release Notes

Entitlements

Store

How to configure incident management to align with CSDM

Managing Outages within a Service Management Environment

SLA Engine

Resolve incidents quicker and elevate user experiences with the Xanadu release of ITSM

Implementing Service Level Objectives within SOW

Utilizing variable information in notifications

When to use surveys vs. assessments

Understanding tasks table 'closed' states

What is agent assist?

Change Success Score (Gamification)

ServiceNow Skills Management

Related Products

Service Operations Workspace

DevOps Change Velocity

Process Mining

Digital End User Experience

Digital Portfolio Manager

App Development

ServiceNow Impact

Digital Product Release

Now Assist & Generative AI

Platform Analytics

Employee Center

Source to Pay

Featured Boost your teams’ ServiceNow skills and unlock your potential through Now Learning

Featured Forecast the demand for your resources to resolve your ongoing influx of tasks

Featured Unlock Agent Productivity with ITSM AI Agents (Agentic AI)

Featured Implementing Service Level Objectives (SLOs) within SOW: A Customer Use Case

Featured Change Enablement & Federation: Maintaining Change Velocity in Regulated Environments

Resolved! Can't chat VirtualAgent in Teams

Resolved! Scenario based question

Live on ServiceNow: Building AI Skills for Adoption - University ...