Install IT Service Management

Set up and get started with IT Service Management (ITSM) on your instance.

Before you begin

Role required: admin

• Request for the entitlement of the Setup Hub application (sn_ia) from and install it. See Set up Now Assist with Setup Hub and Understand the Configuration page flow in Setup Hub.
• If none of the following ITSM applications are auto-installed, request for an entitlement from based on your subscription.
  • IT Service Management (sn_ai_itsm_cont)
  • IT Service Management Advanced (sn_itsm_adv_cont)

About this task

Post installation, the following capabilities are available:

• AI agents and agentic workflows simplifying ITSM workflows, supporting a simplified Employee Center portal, and a simplified administrator, employee, and fulfiller experience. For information on AI agents, see AI agents and agentic workflows in Simplified IT Service Management.
• Commonly requested catalog items. For information on catalog items, see Catalog items installed with Simplified IT Service Management.

Procedure

1. Optional: If an ITSM application is not auto-installed based on your subscription, perform the following steps.
   1. From the All menu, navigate to Admin Center > Application Manager > Available for you.
   2. Search for the IT Service Management application (sn_ai_itsm_cont) or IT Service Management Advanced application (sn_itsm_adv_cont).
   3. Review the application listing for information on dependencies, licensing or subscription requirements, and release compatibility.
   4. Select Install.
2. Apply default configurations post installation of the selected application.
   1. From the header of your ServiceNow instance, navigate to Admin > Admin Home.
   2. From the Manage your products section, select IT Service Management.

      

      The Product Hub page for IT Service Management is displayed.
   3. In the Installation progress section, from the Not Installed tab, select Apply default configurations for IT Service Management.

      

      Important:

      Do not change the current scope while presets are being configured.
   4. In the Apply default configurations pop-up window, select Confirm.
3. Optional: Start configuring IT Service Management.
   1. In the Now you're ready to configure pop-up window, select Configure.

      

      The Configure IT Service Management page is displayed.
   2. In the Get started with configuration pop-up window, review the configuration instructions and select Got it.