Exploring IT Service Management

Release version: Brazil
Updated September 10, 2026
2 minutes to read
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Summary of Exploring IT Service Management

IT Service Management (ITSM) in the Brazil release leverages the ServiceNow AI Platform to provide resilient, AI-powered IT services that enhance how organizations support employees, empower agents, and optimize IT operations. ITSM automates workflows and accelerates issue resolution, delivering a seamless service experience across the IT organization.

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Enhance IT Service Experience

  • Automates routine agent tasks and incident triaging through AI, reducing manual bottlenecks.
  • Enables staff to handle more requests efficiently without increasing headcount.
  • Supports interaction through the Employee Center portal for faster resolution.

Consolidate IT Services

  • Replaces multiple tools with a single platform to ensure consistent service delivery across all request types.
  • Allows centralized management of resources, performance tracking, and reporting from one reliable source.

Enable Self-Service

  • Reduces ticket volume by empowering employees with tools to find answers independently via a unified self-service portal.
  • Integrates Knowledge Management and the Employee Center dashboard to provide searchable knowledge articles and automated request fulfillment.
  • Monitors device health and application performance proactively to resolve issues before impact.
  • Offers self-service tools for employees to fix common device issues without submitting tickets.

Improve IT Productivity

  • Uses generative AI and agentic workflows for faster incident resolution and automated routine task handling such as incident assignment and risk assessment.
  • ServiceNow Otto provides AI-powered summarization, resolution recommendations, and incident categorization.
  • ITSM Virtual Agent delivers 24/7 support and resolution suggestions, reducing manual triage and speeding response times.

Gain Visibility into Processes and Services

  • Utilizes real-time analytics and Performance Analytics to track IT service performance and identify improvement areas.
  • Surfaces trends from current and historical data to support informed decision-making and targeted automation.

Access ITSM on Mobile

  • The ITSM mobile agent app enables users to manage assigned work, receive notifications, and approve or reject requests on iOS and Android devices.

IT Service Management delivers resilient, AI-powered IT services that transform how organizations support employees, empower agents, and optimize operations. Built on the ServiceNow AI Platform, ITSM intelligently automates workflows, accelerates issue resolution, and provides exceptional service experiences across your entire IT organization.

Enhance IT service experience

Automate routine agent interactions and accelerate resolution from the Employee Center portal. AI automates incident categorization and assignment, eliminating bottlenecks from manual triaging. IT staff can handle more requests without additional headcount and focus on higher-priority work.

See: Employee Center for IT Service Management.

Consolidate IT services

Replace multiple tools with a single system to deliver consistent service experiences across all request types. Consolidating IT services lets you manage and allocate resources, track performance, and report on performance data from one reliable source.

See: Service Operations Workspace for ITSM, Platform Analytics ITSM Dashboards, ServiceNow Otto for IT Service Management (ITSM), Walk-up Experience

Enable self-service

Reduce ticket volume by giving employees the tools to find answers without contacting the service desk. ITSM integrates with Knowledge Management in Service Operations Workspace and the Employee Center dashboard to deliver searchable knowledge articles and automated request fulfillment through a single self-service portal.

Digital End-User Experience monitors device health and application performance, enabling proactive issue resolution before employees experience problems. Automated remediation and the Desktop Experience application give employees self-service tools to resolve common device issues without creating tickets.

See: Digital End-User Experience, Use DEX Desktop Assistant, Proactive Engagement overview, Digital End-user Experience Self-service overview, Incident investigation with DEX

Improve IT productivity

Accelerate resolution with generative AI and agentic workflows.

ServiceNow Otto for IT Service Management (ITSM) provides agents with AI-powered summarization, resolution recommendations, and automated incident categorization. Agentic workflows autonomously handle routine tasks such as incident assignment, change planning, and risk assessment. For more information, see ServiceNow Otto for IT Service Management (ITSM).

ITSM Virtual Agent handles common questions and gives employees 24/7 support.

Service desk agents get resolution suggestions based on similar incidents, reducing manual triage and speeding up response times.

See: ITSM Virtual Agent, Task Intelligence for ITSM, ITSM Mobile Agent, Workforce Optimization for ITSM

Gain visibility into processes and services

Use real-time analytics across IT services to track performance and identify improvement opportunities. Performance Analytics surfaces trends from current conditions and historical data, helping teams make informed decisions and target areas for automation.

See: ITSM Success Dashboard indicators, Platform Analytics ITSM Dashboards, Platform Analytics KPIs and dashboards, Continual Improvement Management

Access ITSM on mobile

Use the ITSM mobile agent to access work assigned to you or your group, receive push notifications, and approve or reject change requests and requested items. The ITSM mobile agent is available on iOS from the Apple App Store and on Android from the Google Play Store.

See: ITSM Mobile Agent