ITSM - Advanced release notes

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

    The ITSM - Advanced application enhances ServiceNow’s IT Service Management capabilities by integrating AI-driven automation and contextual assistance to improve incident, change, and problem management. It evolves from simple assistance to advanced automation, enabling both requesters and fulfillers to resolve issues faster and more effectively.

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    Key Features

    • Fulfiller Actions from Incidents: Fulfillers can now create change requests, propose major incidents, and generate problem records directly from incident records, streamlining issue resolution workflows.
    • Enhanced Now Assist Chat Module: Embedded chat now includes contextual resolution actions such as drafting or attaching knowledge articles, proposing major incidents, creating changes or problems, and sending next steps to requesters, supported by AI-assisted triage, guidance, and summaries.
    • Change Quality Agent: Persistently records quality scores linked to change records with metadata, enabling dashboards, audits, and risk detection across the change lifecycle.
    • Manager Dashboard: Provides incident managers with a consolidated view of incidents clustered by issue, offering high-level health metrics and drill-down capabilities to identify emerging problems.
    • AI-Native Conversational Agent for Change Management Configuration: Allows IT administrators to configure Change Management settings through guided natural language interactions, simplifying complex setup tasks.
    • Create Incident AI Agent: Migrated to a Hierarchical Agent model running natively on NextWave orchestrator, improving reliability and eliminating previous issues like hallucination and functional deviations.
    • Incident Assist Agentic Workflow: Introduces conversational workflows for incident investigation, leveraging multiple related data tables for context-aware responses.
    • Activity Response Generation for Requests: Extends AI-powered activity response capabilities to Requests and Requested Items in core UI and Service Operations Workspace.
    • Zoom Call Diagnostics and DEX Integration: Enables diagnosis and resolution of Zoom call quality problems with device-level root cause analysis and actionable recommendations.
    • Device Boot Time Monitoring: Monitors device startup times and uses Now Assist to diagnose delays with suggested resolutions.
    • Advanced Automation: Automates complex request deflection and end-to-end workflows using out-of-the-box agentic workflows, reducing manual ticket handling.

    Improvements and Fixes

    • Resolved issues with Now Assist Skills visibility and activation in the admin panel.
    • Fixed display and interaction problems in the Recommended Actions panel, improving user experience.
    • Deprecated and removed the Suggested Steps feature, encouraging customers to adopt AIOps LEAP recommendations.
    • Skill configurations for Change Request summarization and risk explanation moved to a centralized skill configuration framework (NASK).

    Benefits for ServiceNow Customers

    Customers can expect a more intelligent, automated ITSM experience that reduces manual effort for both end users and service desk agents. Incident and change management become more efficient with AI-powered triage, contextual guidance, and automated workflows. The new dashboards and reporting provide actionable insights for managers to improve service health and risk management. Simplified configuration tools lower administrative overhead, making advanced ITSM capabilities more accessible.

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

    Important:
    For details on system requirements and family compatibility, view the application listing on the ServiceNow Store website.
    Version 3.0.1 - June 2026
    • New: Fulfiller actions from an incident: Fulfillers can create a change request, propose a major incident, and create a problem record for an incident.
    • Changed:
      • Enhanced embedded Now Assist chat module card with contextual resolution actions: draft or attach a knowledge article, propose a major incident, create a change or problem, and send next steps to the requester.
      • AI-assisted incident triage, resolution guidance, and summaries surfaced natively on the record.
    Version 2.0.3 - June 2026
    • New:
      • The Change Quality Agent now persists quality scores in a dedicated table linked to each change record, enabling persistent reporting and downstream use. Scores include metadata such as timestamps, scoring version, and contributing factors, and are available for dashboards, audits, and risk-detection workflows across the full change lifecycle.
      • 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.
      • IT administrators can now configure Change Management through an AI-native conversational agent in the Product Console, replacing complex admin navigation. The guided agent walks administrators through key settings including approvals, risk scoring, and workflows via natural language, making Change Management configuration accessible to customers with limited ServiceNow expertise.
    • Changed:
      • The Create Incident AI Agent has been migrated from VA topic-based orchestration to a Hierarchical Agent model, resolving hallucination, functional deviation, and rendering issues on the NextWave orchestrator. The agent now runs natively on NextWave without VA dependency, delivering a consistent and reliable incident creation experience for end users.
      • The Create Incident AI Agent has been evaluated and updated for compatibility with the NextWave off-glide orchestrator. All hallucination and functional deviation issues identified during GA readiness testing have been resolved, ensuring consistent and accurate incident creation behavior across both VA-based and NextWave runtime environments.
    • Fixed:
      • An issue has been resolved where Platform skills were not appearing in the Now Assist Skills admin panel even when the ignoreFulfillerSubscriptionCheck system property was enabled. Administrators can now successfully view and activate Platform skills from the Now Assist admin interface.
      • Several display and interaction issues in the Recommended Actions panel have been resolved, including a misaligned loading indicator on the search box, a non-functional full-view search icon, filter dropdowns obscured by the footer, and an incorrect hand cursor appearing on non-clickable KB article and AI action content.
    • Removed: The Suggested Steps feature has been deprecated and removed from Now Assist for ITSM. Customers previously using Suggested Steps should transition to the AIOps LEAP recommendations available through updated Now Assist for ITSM capabilities.
    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
      • Activity Response Generation for Requests - Activity response generation skills now available for Requests and Requested Items in both Core UI and Service Operations Workspace
      • Zoom Call Diagnostics (DEX Integration) - Diagnose and resolve Zoom call quality issues with device-level root cause analysis and suggested resolutions
      • Device Boot Time Monitoring - Monitor device boot time and use Now Assist to quickly diagnose startup delays with actionable resolutions
      • DEX Issue Diagnosis Agentic Workflow - Integration of Zoom call diagnostics in the agentic workflow to enable service desk agents to diagnose Zoom call quality issues.
    • Changed:
      • Change Request Risk Explanation - Skill configuration moved to NASK
      • Change Request Summarization - Skill configuration moved to NASK
    Version 1.0.3 - April 2026
    Advanced moves beyond assistance into automation, designed to deflect complex requests upfront and automate what reaches the desk. AI doesn't just help — it does some of the work by understanding context, applying domain knowledge, and automating entire processes end-to-end through out-of-the-box agentic workflows. On the requester side, Moveworks handles domain-specific IT and HR requests at the point of conversation before they become tickets, deflecting nuanced requests using OOTB Specialized Assistants and guiding employees through policy-aware responses. On the fulfiller side, Now Assist starts resolving cases the moment they land so fulfillers spend less time on setup and more time closing — executing multi-step workflows autonomously using OOTB agentic workflows for IT and HR. Specialized Assistants for IT and HR are coming in H2 2026.