ITSM - Foundation release notes

  • Release version: Store
  • Updated June 11, 2026
  • 2 minutes to read
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    Summary of ITSM - Foundation release notes

    The ITSM - Foundation application on the ServiceNow Store provides an AI-native IT Service Management experience designed to enhance both requesters' and fulfillers' efficiency. It integrates Generative AI skills and AI Agents to deliver faster, context-aware assistance without replacing human agents. Requesters benefit from automated request deflection and resolution via natural language interactions across platforms like Slack, Teams, and web. Fulfillers gain from AI-powered summarization, next-step recommendations, and automated work routing to expedite incident resolution.

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    Key Features and Updates

    • Version 2.0.3 (June 2026):
      • Introduced a new manager dashboard that consolidates all incidents under a manager's responsibility into issue-based clusters, offering high-level health metrics and drill-down views for actionable insights.
      • The Create Incident AI Agent was migrated to a Hierarchical Agent model, resolving hallucination and rendering issues, improving compatibility with the NextWave off-glide orchestrator, and removing dependency on Virtual Agent.
      • Resolved platform skill visibility issues in the Now Assist Skills admin panel and fixed UI/interaction problems in the Recommended Actions panel.
      • Deprecated and removed the Suggested Steps feature; customers are advised to transition to AI-driven recommendations in Now Assist for ITSM.
    • Version 1.0.5 (May 2026, Zurich, Australia):
      • Launched Incident Assist Agentic Workflow, a conversational AI experience for incident investigation that accesses multiple related tables for context-aware responses.
      • Added summarization skills for Request Management records including Requests, Requested Items, and Catalog tasks, available in both Core UI and Service Operations Workspace.
      • Introduced activity response generation skills for Requests and Requested Items to enhance response efficiency.
    • Earlier Releases:
      • Version 1.0.3 (April 2026) established the foundation for AI-native ITSM, focusing on out-of-the-box GenAI skills for request deflection and fulfiller assistance, including summarization and task-based support.
      • Minor defect fixes and alignment with platform release cadence were addressed in versions 1.0.8 and 1.1.4.

    Practical Benefits for ServiceNow Customers

    • Managers gain a consolidated, actionable view of incident health and emerging problems through the new dashboard, improving oversight and decision-making.
    • Incident managers and agents benefit from enhanced AI assistance that reduces manual triage time, improves incident context understanding, and suggests effective next steps.
    • Requesters experience faster, AI-driven resolution of requests via natural language interfaces integrated with popular collaboration tools.
    • Transitioning from deprecated features like Suggested Steps to Now Assist's AI-driven recommendations ensures ongoing access to the latest AI capabilities.
    • Improved platform stability and user experience through resolved UI issues and better AI agent models.

    Version history for the ServiceNow® ITSM - Foundation application on the ServiceNow Store.

    Important:
    For details on system requirements and family compatibility, view the application listing on the ServiceNow Store website.
    Version 2.0.3 - June 2026
    • New: A new manager dashboard experience aggregates all incidents under a manager responsibility and organizes them into issue-based clusters. The dashboard provides high-level health metrics with drill-down into cluster-specific views, giving incident managers a consolidated and actionable view of incident health and emerging problem areas in a single interface.
    • Changed:
      • The Create Incident AI Agent has been migrated to a Hierarchical Agent model, resolving hallucination and rendering issues on NextWave and removing the VA dependency.
      • The Create Incident AI Agent has been updated for full NextWave off-glide orchestrator compatibility, resolving functional deviation issues from GA readiness testing.
    • Fixed:
      • Platform skills not appearing in the Now Assist Skills admin panel (even with ignoreFulfillerSubscriptionCheck enabled) have been resolved.
      • Display and interaction issues in the Recommended Actions panel have been resolved: misaligned loading indicator, non-functional search icon, footer-obscured filters, and incorrect cursor on non-clickable content.
    • Removed: Suggested Steps has been deprecated and removed. Customers should transition to AI-driven recommendations in Now Assist for ITSM.
    Version 1.0.8 - June 2026
    Defect fixes and plugin upgrade issue fixed.
    Version 1.1.4 - May 2026
    No functional changes in this release. Version incremented to align with the platform release cadence.
    Version 1.0.5 - May 2026 (Zurich, Australia)
    • New:
      • Incident Assist Agentic Workflow -New conversational experience for incident investigation. Incident Assist is capable of answering context-based queries by accessing multiple related tables (incident, change, problem, SLA, CI, outage) through NAP
      • Generate summaries of Request Management records - Summarization skills for Requests, Requested Items, and Catalog tasks in both Core UI and Service Operations Workspace
      • Activity Response Generation for Requests - Activity response generation skills for Requests and Requested Items in both Core UI and Service Operations Workspace
    Version 1.0.3 - April 2026
    Foundation is the entry point into ServiceNow's AI-native ITSM experience, designed to give requesters faster answers and fulfillers a head start on every case. It delivers out-of-the-box GenAI skills and AI Agents that help your team work smarter — not replace them. On the requester side, Moveworks deflects requests at the point of ask before anything reaches the service desk, surfacing answers from 25K+ indexed knowledge articles and resolving requests through natural language across Slack, Teams, and web. On the fulfiller side, Now Assist speeds up resolution from the moment a case is created — summarizing incidents so agents start with full context, and cutting triage time with AI that suggests next steps and routes work automatically. Core capabilities include summarization, pattern recognition, categorization, and task-based assistance.