---
sourceDocument: Zurich IT Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/it-service-management

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# IT Service Management

# IT Service Management {#ariaid-title1}

* Release version: Zurich
* 
* Updated April 22, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 minutes to read

Summarize  
![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI  
This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.  

## Summary of IT Service Management

IT Service Management (ITSM) on the ServiceNow AI Platform enables organizations to efficiently manage IT service requests, incidents, problems, and changes using automated workflows.
It improves agent productivity, accelerates issue resolution, and enhances user satisfaction through AI-driven recommendations and self-service capabilities.
ITSM supports both mobile and web access, providing flexibility for users and IT staff.
Show full answer Show less  

## Key Features

* **AI and Automation:** Leverages native AI and machine learning to automate routine tasks, categorize and assign incidents, and offer virtual agent support with natural language understanding for human-like interactions.
* **Consolidation:** Enables rapid consolidation of multiple IT tools into a single cloud-based system, streamlining resource management and performance tracking.
* **Self-Service:** Reduces support tickets by empowering employees to find answers and fulfill requests via a unified self-service portal integrated with Knowledge Management.
* **Visibility and Analytics:** Provides real-time dashboards and Performance Analytics to monitor service quality, anticipate trends, and identify automation opportunities for continuous improvement.
* **Mobile Connectivity:** Offers a dedicated ITSM mobile agent app for iOS and Android, allowing users to manage tasks, receive notifications, and approve requests on the go.
* **Data Security:** Supports edge encryption for ITSM Virtual Agent, ensuring data security with encryption and key management on the customer's intranet, requiring careful planning and setup.

## Practical Benefits for ServiceNow Customers

* Increase IT operational efficiency by reducing manual intervention and accelerating incident resolution.
* Improve end-user experience with consistent, responsive service and 24/7 virtual agent support.
* Gain comprehensive visibility into IT processes and service performance to make data-driven decisions.
* Consolidate disparate IT service tools to improve resource management and reduce complexity.
* Enable mobile access for IT teams to respond flexibly and promptly to service needs.
* Enhance data security through edge encryption options for sensitive communications.

## Getting Started and Support

ServiceNow customers can begin by setting up Incident Management and exploring ITSM features through available courses and community resources. Support is available via the ITSM community and NOW Support for licensed customers.  
Use IT Service Management (ITSM) to manage and resolve IT service requests, incidents, problems, and changes through automated workflows on the ServiceNow AI Platform.
The ITSM solution can help increase your agents' productivity, resolve issues quickly, and improve user satisfaction. Also, powered by platform native AI, you can quickly accelerate technology changes and view
recommended actions for incoming tickets or requests and drive self-service and automation through enterprise chatbot technology. The ServiceNow AI Platform® also provides users access to ITSM via mobile or web-portal interfaces.
Figure 1. ITSM is the foundation of digital transformation

## Transform the impact, speed, and delivery of IT services {#r_ITServiceManagement__section_kys_xfv_rjb}

The ServiceNow AI Platform was built for the cloud and has its own shared data model, AI, and workflow automation that are leveraged by many IT applications. The combination of the ServiceNow platform and applications helps you increase productivity by automatically identifying and resolving issues, which reduces the negative business impacts of unplanned, non-strategic work.

[View and download the full infocard](https://downloads.docs.servicenow.com/resource/enus/infocard/itsm-statcard-paris.pdf) for a highlight of ITSM features.

|-|-|
| ![Automate IT service]() | Enhance the service experience Automate support for common requests with virtual agents powered by natural language understanding (NLU). Engage users with natural, human conversation to provide consistent good customer service experiences. |
| ![Consolidate IT service]() | Consolidate IT services Rapidly consolidate existing tools to a single system of action in the cloud. |
| ![Improve IT productivity with ML solutions]() | Improve IT productivity Use machine learning algorithms and virtual agents to automate routine tasks and increase the productivity of agents. |
| ![Dashboards and analytics solutions]() | Gain visibility into processes and services Get full visibility into any process or service with built-in dashboards and analytics providing real-time, actionable information to improve service quality. |
| ![Mobile connectivity]() | Provide mobile connectivity Enable employees to find answers and get work done from a modern mobile application. |
[ ]

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## Enhance the service experience {#r_ITServiceManagement__section_tzz_1kr_qjb}

Automate routine agent interactions and increase the speed of resolution from the Employee Center portal. With supervised machine learning, you can automate incident categorization and assignment and eliminate bottlenecks created by manual incident triaging. Meet increasing demands without
further adding staff and empower existing IT staff to focus on more meaningful work. For more information on the Employee Center portal and the features, see [Employee Center for IT Service Management](https://www.servicenow.com/docs/access?context=itsm-n-ec-integration&version=zurich&pubname=zurich-employee-service-management&ft:locale=en-US).

## Consolidate IT services {#r_ITServiceManagement__section_pls_ffq_1kb}

Reduce the number of separate tools your company uses to provide a consistent service experience regardless of the issue or the request. Consolidating IT services enables you to better manage and allocate resources and track
performance. You can have a single reliable source of information where performance is monitored in real time and data is easy to capture and report.

## Enable self-service {#r_ITServiceManagement__section_self_service}

Reduce the ticket volume by enabling employees to find answers without contacting the service desk. ITSM integrates with [Knowledge Management in Service Operations Workspace](https://www.servicenow.com/docs/9dICYUFvnPb9LAwZgc4HSg "Knowledge articles provide agents with information such as self-help, troubleshooting, and task resolution.") and the [Employee Center dashboard](https://www.servicenow.com/docs/access?context=employee-center&version=zurich&pubname=zurich-employee-service-management&ft:locale=en-US) to provide searchable knowledge articles and automated request fulfillment through a single self-service portal.

## Improve IT productivity {#r_ITServiceManagement__section_z1v_jkr_qjb}

Accelerate resolution with built-in machine learning. Chatbots provide immediate resolution to common questions. With ITSM Virtual Agent in action, you can have employees with 24\*7 support service. Service desk agents can take advantage of machine-learning automation to resolve incidents and recommend resolutions for agents based
on similar incidents solved in the past.

## Gain visibility into processes and services {#r_ITServiceManagement__section_v2b_jy1_yjb}

Figure 2. Gain visibility into processes and services

Make smarter decisions with real-time analytics across the entire IT value chain. Get new insights into service performance using data trends and forecasts. With Performance Analytics, you can anticipate trends based on current conditions and past performance and identify areas where automation can increase efficiency.

## Provide mobile connectivity {#r_ITServiceManagement__section_jzr_jmr_qjb}

Stay connected and access information in real time using the ITSM mobile agent. You can 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 the iOS platform from the Apple App Store or on the Android platform from the Google Play Store.

## Edge Encryption for ITSM Virtual Agent within ITSM {#r_ITServiceManagement__section_ppf_jdm_ykb}

Edge encryption provides you with direct control over your data security. Encryption and key management are performed on your intranet between your browser and your ServiceNow instance.

See [Understanding Edge Encryption](https://www.servicenow.com/docs/access?context=c_EdgeEncryptionOverview&version=zurich&pubname=zurich-platform-security&ft:locale=en-US).

Because edge encryption is enabled on a proxy server on your side of the network, there is significant planning, network administration and management, and setup required.

See [Planning for Edge Encryption](https://www.servicenow.com/docs/access?context=c_EdgeEncryptionPlanning&version=zurich&pubname=zurich-platform-security&ft:locale=en-US).

To install edge encryption, see [Edge Encryption installation](https://www.servicenow.com/docs/access?context=c_InstallEdgeEncryptionProxy&version=zurich&pubname=zurich-platform-security&ft:locale=en-US).  
To configure edge encryption, see [Edge Encryption configuration](https://www.servicenow.com/docs/access?context=edge-config&version=zurich&pubname=zurich-platform-security&ft:locale=en-US).  
Note:  
There are limitations when using edge encryption. See [Edge Encryption limitations](https://www.servicenow.com/docs/access?context=edge-encryption-limitations&version=zurich&pubname=zurich-platform-security&ft:locale=en-US).

## Get started {#r_ITServiceManagement__section_pqm_vfr_qjb}

* Get answers to common questions and connect with other ITSM users in the [ServiceNow ITSM community](https://www.servicenow.com/community/itsm/ct-p/it-service-management).
* Learn about the ITSM packages on the [ServiceNow Products website](https://www.servicenow.com/products/itsm.html).
* Take an ITSM course. To sign up, go to [ServiceNow training and certification](https://www.servicenow.com/services/training-and-certification.html).
* Set up an Incident Management to start managing service interruptions. For more information, see [Incident Management](https://www.servicenow.com/docs/FrOvEV9vdoNpAAHA3Wof2g "Incident Management restores normal service operation while minimizing impact to business operations and maintaining quality.").
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## Learn {#r_ITServiceManagement__section_c2h_4kg_5rb}

* [What is a service desk?](https://www.servicenow.com/products/itsm/what-is-a-service-desk.html)
* [What is incident management?](https://www.servicenow.com/products/itsm/what-is-incident-management.html)
* [What is IT Support?](https://www.servicenow.com/products/itsm/what-is-it-support.html)
* [What is an IT ticketing system?](https://www.servicenow.com/products/itsm/what-is-it-ticketing-system.html)
* [What is ITIL?](https://www.servicenow.com/products/itsm/what-is-itil.html)
* [What is ITSM?](https://www.servicenow.com/products/itsm/what-is-itsm.html)
* [What is Workforce Optimization for ITSM?](https://www.servicenow.com/products/workforce-optimization.html)
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## Get help {#r_ITServiceManagement__section_get_help}

* Ask questions and share knowledge in the [ServiceNow ITSM community](https://www.servicenow.com/community/itsm/ct-p/it-service-management).
* Open a support case in [NOW Support](https://support.servicenow.com) (licensed customers only).
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## Applications and features {#r_ITServiceManagement__section_vpq_1j1_pjb}

* [Machine learning solutions for IT Service Management](https://www.servicenow.com/docs/448A2ltb8l4Irgd1uOnB6w "Machine learning in IT service management helps to enhance business scalability and improve business operations for organizations.")
* [ServiceNow Otto for IT Service Management (ITSM)](https://www.servicenow.com/docs/69bv5OUvm1A2XGxXHFgfVw "Use the ServiceNow ServiceNow Otto for IT Service Management (ITSM) application to summarize the incident information, generate incident resolution notes, and summarize the chat for an interaction. You can enable your agents to understand the chat and incident context so that they can propose quicker resolutions to your requesters.")
* [Asset Management](https://www.servicenow.com/docs/ni_NHwrBjc~I3eM1uWK7lQ "The ServiceNow Asset Management application integrates the physical, technological, contractual, and financial aspects of information technology assets.")
* Benchmarks
* [Change Management](https://www.servicenow.com/docs/WBdHKnDs2dzUaNJ4TWRA5w "The ServiceNow Change Management application provides a systematic approach to control the life cycle of all changes, facilitating beneficial changes to be made with minimum disruption to IT services.")
* Coaching
* [Collaboration services](https://www.servicenow.com/docs/cXaiosHr91doKyiD41gE6w "Collaboration services provides a way to communicate and collaborate in real-time. You can directly use a collaboration tool from task records and as a channel within communication plans.")
* [Continual Improvement Management](https://www.servicenow.com/docs/S1VlaMEJjJSTXLriNsifYw "The ServiceNow Continual Improvement Management (CIM) application enables you to request improvement opportunities, and implement phases and tasks to meet performance goals, track progress, and measure success.")
* [Contract Management](https://www.servicenow.com/docs/vbt5Fv9Fm15EfmC8pwhkMA "Manage and track contracts with the ServiceNow Contract Management application.")
* [DevOps Change Velocity](https://www.servicenow.com/docs/XNK8CrkK_2N77tfq6OwXwA "With ServiceNow DevOps Change Velocity, you can import data from your DevOps tool chain to the ServiceNow platform and deliver changes faster without sacrificing compliance.")
* [DevOps Config](https://www.servicenow.com/docs/QY2LQLywiWTo3MuMuNa8HA "The ServiceNow DevOps Config application validates and manages the configuration data of your enterprise applications across every stage of the DevOps pipeline.")
* [Digital Product Release](https://www.servicenow.com/docs/5iC_Oh661VnOzTsA90dHCA "ServiceNow Digital Product Release (DPR) is a release management solution that helps release managers, product managers, and program managers manage the release process.")
* [Digital End-User Experience](https://www.servicenow.com/docs/GqiwxOAloy~TP~UdmG5Tdg "ServiceNow Digital End-User Experience (DEX) offers comprehensive monitoring for applications, networks, and devices, promoting optimal performance across all channels. DEX includes Application and Device Health for monitoring performance and compliance, DEX Content Playbook for facilitating remediation with policies and metrics checks, and Desktop Assistant for integrating ServiceNow functionalities into the daily end-user workflows.")
* [Digital Portfolio Management](https://www.servicenow.com/docs/dTKAzzpB1BtxOtzsN3lcNQ "Manage and maintain all your solutions (services, service offerings, business applications, and service instances) from a single location using the ServiceNow Digital Portfolio Management (DPM) Workspace. DPM pulls in data from across the ServiceNow platform so you see impacts in the context of solutions that you own or care about.")
* [Expense Line](https://www.servicenow.com/docs/Vhr0A7vR1AOa7pnUYeBuTQ "Expense lines enable you to track costs and represent when a point-in-time expense incurred. Expense lines can be created manually or generated by the scheduled processing of recurring costs.")
* [Employee Center](https://www.servicenow.com/docs/access?context=employee-center-landing-page&version=zurich&pubname=zurich-employee-service-management&ft:locale=en-US)
* [Incident Management](https://www.servicenow.com/docs/FrOvEV9vdoNpAAHA3Wof2g "Incident Management restores normal service operation while minimizing impact to business operations and maintaining quality.")
* [Incident Communications Management](https://www.servicenow.com/docs/0A_qMQwWox~y9CXyoWtS1w "The ServiceNow Incident Communications Management application enables organizations to create and manage communications related to major business issues or incidents.")
* [ITSM Virtual Agent](https://www.servicenow.com/docs/5TIz4zul4sLX6GoSqjVRrA "You can use ITSM Virtual Agent to support and scale your IT organization. With ITSM Virtual Agent, your technicians can address more challenging IT-related user requests and incidents.")
* [ITSM Mobile Agent](https://www.servicenow.com/docs/FYFlwNP2d8eOASw5DKE8OA "The ServiceNow ITSM Mobile Agent app delivers base system mobile-first experiences designed for IT agents to triage, act on, and resolve incidents on the go.")
* [ITSM Success Dashboard](https://www.servicenow.com/docs/wSaa2Q7xw688fJHXnnDSkw "ITSM Success Dashboard indicators provide insights to the IT leadership team and process owners so that they can measure the performance of their ITSM implementation using the KPIs defined by ServiceNow.")
* [Knowledge Management in Service Operations Workspace](https://www.servicenow.com/docs/9dICYUFvnPb9LAwZgc4HSg "Knowledge articles provide agents with information such as self-help, troubleshooting, and task resolution.")
* [ITSM Platform Analytics Solutions](https://www.servicenow.com/docs/aViyzpu5lhwSUbko~8jBhw "The ITSM Dashboards content pack provides several Platform Analytics Solutions that contain preconfigured dashboards. This content pack also includes several dashboards and indicators of its own. These dashboards contain actionable data visualizations that help you improve your business processes and practices.")
* ITSM Predictive Intelligence Workbench
* [On-call scheduling](https://www.servicenow.com/docs/gskbRmDSGl_eLVY00A6Slw "The On-Call Scheduling application identifies the assigned and available member of a support group, for example, when assigning an incident.")
* [Operational Technology Incident Management](https://www.servicenow.com/docs/access?context=operational-technology-incident-management-landing-page&version=zurich&pubname=zurich-operational-technology&ft:locale=en-US)
* [Operational Technology Change Management](https://www.servicenow.com/docs/access?context=operational-technology-change-management-landing-page&version=zurich&pubname=zurich-operational-technology&ft:locale=en-US)
* [Procurement](https://www.servicenow.com/docs/LfmP42WeFigqzOdYsLQgZQ "Procurement managers can use the ServiceNow Procurement application to create purchase orders and to obtain items for fulfilling service catalog requests.")
* [Product Catalog](https://www.servicenow.com/docs/6QqX7ycwa3idrcGd6CvoBw "The product catalog is a set of information about individual models. Models are specific versions or various configurations of an asset. Asset managers use the product catalog as a centralized repository for model information.")
* [Problem Management](https://www.servicenow.com/docs/mr67ZQHVZwK2dkcZOKGZBw "The ServiceNow Problem Management application helps you identify the cause of errors in the IT infrastructure that are reported as occurrences of related incidents.")
* Recommendation Framework
* [Release Management](https://www.servicenow.com/docs/bepV~pBpY19PRXj9KMwLmQ "The ServiceNow Release Management v2 application encompasses the planning, design, build, configuration, and testing of hardware and software releases to create a defined set of release components.")
* [Request Management](https://www.servicenow.com/docs/V~cngVw9t3Rc0~9AeU0EAA "Request Management allows catalog items to be requested and fulfilled based on defined flows.")
* [Service Operations Workspace for ITSM](https://www.servicenow.com/docs/Cl8TTk2hdwaGp1HjGobSzA "ServiceNow Service Operations Workspace is a configurable workspace that provides a unified experience for multiple IT Service Management and IT Operations Management workflows. Configure your agent experience using the easy-to-navigate interface of Service Operations Workspace for ITSM.")
* [Service Portfolio Management](https://www.servicenow.com/docs/Yfs0Egmp2Cu4MQ8hpVTBJw "ServiceNow Service Portfolio Management enables you to improve your IT business operations and meet customer demands by documenting and managing your IT services using a standardized, structured format.")
* [Service Builder](https://www.servicenow.com/docs/xZqie1k3zzhyTpjS73vT3w "Create and edit services and service offerings using the ServiceNow Service Builder application. Service Builder is an interactive, guided experience as you create and edit services and service offering details. Even though Service Builder is a feature of Service Portfolio Management, its plugin is part of the Digital Portfolio Management list of products in the ServiceNow Store.")
* Site Reliability Operations
* [Task Outage](https://www.servicenow.com/docs/SNAYBHHd5T_3OYZ8DxCDbw "CI unavailability, or outage, is the actual down time of a CI. Whenever there is an outage for any of the CI items, the outage information is stored in the Outage [cmdb_ci_outage] table. The Task-Outage table [task_outage] maintains the mapping between the Task [task] table and the Outage [cmdb_ci_outage] table.")
* [Task Intelligence for ITSM](https://www.servicenow.com/docs/TrnyeUdntC8v843_8_9oNQ "ServiceNow Task Intelligence for ITSM uses machine learning to set up, deploy, and track solution-based models to achieve important business outcomes.")
* [Vendor Management Workspace](https://www.servicenow.com/docs/pizyEOYnhV0Y4PXDidJ_LA "Monitor the performance of your company's vendors and manage all vendor-related information using the ServiceNow Vendor Management Workspace. Assess the performance of your vendors using key performance indicators (KPIs) that you can configure to create vendor metrics.")
* [Walk-up Experience](https://www.servicenow.com/docs/ClJvMCvMw_v~Fwx5P84~ew "Walk-up Experience aims to enhance the user experience by providing in-person as well as remote assistance to the users for their IT-related issues.")
* [Workforce Optimization for ITSM](https://www.servicenow.com/docs/fBqB~DRDP1ZHpfsZFw8YKw "Manage and maintain the productivity of your workforce from a single location using Workforce Optimization for ITSM. Using this application, you can efficiently manage your team's skills and schedules, route work assignments to your team, and monitor their performance.")
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