Configuring Simplified IT Service Management

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Configure your ITSM workflows using an AI-first, centralized, and intuitive admin experience.

    Configuration overview

    1. Ensure that the Setup Hub application is installed on ServiceNow instance. See Set up Now Assist with Setup Hub.
    2. Based on your subscription, one of the following relevant ITSM applications should be auto-installed. If not auto-installed, request for the entitlement of the required application from and install it. See Install IT Service Management.
      Table 1. ITSM applications
      ITSM application Features
      IT Service Management (sn_ai_itsm_cont)
      IT Service Management Advanced (sn_itsm_adv_cont)
      • Access to advanced ITSM workflows such as Change Management, Problem Management, Major Incident Management, On-Call Scheduling, and Walk-up Experience
      • Single-click install and single-click upgrade option to apply default configurations for these workflows
      • Seamless experience to configure Change Management workflow further. See Configure integrations and ITSM experiences in Simplified IT Service Management.
      • Redirection to Service Operations Workspace Admin Center to configure advanced ITSM workflows
    3. Configure IT Service Management on your ServiceNow instance using a guided configuration experience or conversational AI agents (wherever available).

      For configuration information, see Configure integrations and ITSM experiences in Simplified IT Service Management.

      For information about available AI agents, see AI agents and agentic workflows in Simplified IT Service Management.