IT Service Management release notes
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Summary of IT Service Management Release Notes - Australia Release
The ServiceNow® IT Service Management (ITSM) application introduced in the Australia release offers a streamlined and automated approach for administrators, along with a unified user experience for employees and service desk agents. This new AI-first solution centralizes ITSM workflow configuration, enhances self-service capabilities for employees, and simplifies incident and request management for fulfillers.
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Key Features
- AI-First Administrator Experience: Configure ITSM workflows such as Change Management, Employee Slate, and configuration items using a guided, conversational interface. For advanced workflows like Problem Management and Major Incident Management, configuration is accessible via the Service Operations Workspace Admin Center.
- Simplified Employee Experience: Employees can use the Employee Center portal for AI-powered multi-channel self-service including chat, catalog browsing, incident creation, and status checks. Starting with version 3.0, Employee Slate offers a conversational portal with customizable task canvases, chat history, and notifications, integrating with Now Assist and Moveworks.
- Simplified Fulfiller Experience: Service desk agents benefit from AI-driven recommendations including resolution steps, knowledge base suggestions, incident summaries, and automated email responses. Updated user interfaces highlight catalog tasks alongside incidents and requests, and provide enhanced incident detail layouts and role-based manager dashboards.
- Activation and Distribution: IT Service Management is available as a ServiceNow Store application. Customers must request entitlement and install it from the Store. Additional cumulative release notes and version histories are also accessible there.
Practical Benefits for ServiceNow Customers
- Accelerate ITSM workflow setup with AI-guided configurations, reducing manual effort and errors.
- Empower employees with intuitive, AI-enabled self-service tools that improve issue resolution speed and satisfaction.
- Enhance service desk productivity through AI-assisted incident management and streamlined task tracking.
- Manage advanced ITSM processes efficiently via centralized admin tools tailored for complex operational needs.
Related Applications and Integration
- Setup Hub: Offers a personalized Admin Home dashboard for instance management and task prioritization.
- Now Assist: Provides embedded generative AI functions like chat summarization and resolution note generation to support IT teams.
- Enterprise Service Management Foundation: Enables unified service delivery across IT and other business functions on a common AI platform.
The ServiceNow® IT Service Management application provides simplified and automated implementation for administrators and a unified user experience for employees and fulfillers (service desk agents). IT Service Management is a new application in the Australia release.
IT Service Management highlights for the Australia release
- Configure your ITSM workflows with an AI-first, centralized, and guided administrator experience.
- Take advantage of conversational AI agents to configure ITSM workflows.
- Enable employees to find answers, order items, create incidents, and check status on the Employee Center portal through an AI-first, multi-channel experience.
- Enable fulfillers to experience simplified incident and request management through an AI-first experience with IT support.
- Starting in version 3.0, following capabilities are available:
- Configure Change Management, Employee Slate, and configuration items through a guided experience.
- Navigate to Service Operations Workspace Admin Center to configure advanced ITSM workflows such as Problem Management, Major Incident Management, On-Call Scheduling, and Walk-up Experience.
- Enable a conversation-first experience for employees with Employee Slate. It has a unified Activity Hub showing open incidents and requested items, fulfillment progress, and a simplified request experience.
See Simplified IT Service Management for more information.
Important:
Simplified IT Service Management is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.
IT Service Management features
- Simplified employee experience through Employee Center portal
- Simplify employee experience by leveraging the automated self-service and browsing experience in the Employee Center portal. The following capabilities are available as part of the employee experience:
- A simplified Employee Center portal with a conversational experience that supports chat, catalog, and knowledge content.
- Prebuilt catalog items for common IT issues and requests.
- Requester surveys for incidents and requested items.
- Multi-channel support through Employee Center, email, Microsoft Teams, and Slack.
- Simplified employee experience through Employee Slate
- Starting in version 3.0, simplify employee experience by leveraging the conversational experience in Employee Slate. The following capabilities are available as part of this experience for Employee Slate integration with
both Now Assist and Moveworks:
- A simplified portal with a conversational experience that enables employees to submit requests and incidents.
- A canvas that can be customized for quick reference of employee tasks.
- Chat history of active and closed conversations.
- Notifications for employee tasks.
- Simplified fulfiller experience
- Provide an efficient IT support experience for incident and request management by leveraging AI recommendations for the following:
- Resolution steps and knowledge base recommendations
- Incident and chat summaries
- Resolution notes and email response generation
- Recommended actions such as linking similar incidents or ordering catalog items
A role-based manager dashboard with key service desk metrics, date-range filtering, and agent-level filtering is available.
Starting in version 3.0, the simplifled fulfiller experience includes these updates.- Catalog tasks are shown on the home page so they can be tracked alongside incidents and requests.
- The incident details layout has been updated on the incident form, including the position of attachments and configuration items.
- Automated and guided administrator experience
- Set up multiple ITSM workflows (incident management and request management) by leveraging the guided and conversational setup process. The following capabilities are available for administrators:
- Default configuration settings that are automatically applied to installed products or modules. You can review and modify these settings.
- A guided configuration experience for ITSM workflows.
- Starting in version 3.0, a guided experience is available for the following configurations:
- Employee Slate
- Configuration items
- Core setup areas required to make Change Management operational. See Configuring Simplified Change Management.
- Starting in version 3.0, redirection to Service Operations Workspace Admin Center is available to configure advanced ITSM workflows such as Problem Management, Major Incident Management, On-Call Scheduling, and Walk-up Experience.
- Starting in version 3.0, a guided experience is available for the following configurations:
- AI agents to configure ITSM workflows from a single admin UI page using natural language. See Conversational AI Agents for configurations.
Activation information
Request the entitlement for IT Service Management from the ServiceNow Store and then install it. Visit the ServiceNow Store to view all the available apps, and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.
Plugin information
IT Service Management is available as a ServiceNow Store application.