--- sourceDocument: australia Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/australia/delta-zurich-australia Release : - australia ft:locale : - en-US ft:publication_title : - australia Combined Product Files ft:clusterId : - delta3az bundleId : - delta3az --- # Combined Simplified IT Service Management release notes for upgrades from Zurich to Australia # Combined Simplified IT Service Management release notes for upgrades from Zurich to Australia {#ariaid-title1} Release version: Australia Updated November 5, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 5 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Combined Simplified IT Service Management Release Notes for Upgrades from Zurich to Australia This consolidated release notes document provides ServiceNow customers with essential information on upgrading Simplified IT Service Management (ITSM) from the Zurich to Australia release version. It outlines new features, changes, activation instructions, and key considerations to help you prepare for and implement the upgrade smoothly. Show full answer Show less ## Key Features in Australia Release * **Simplified Request Process:** Streamlined request creation for order guide submissions and catalog item requests enhances user experience. * **Automated and Guided Administrator Experience:** Administrators gain access to role-based configurations for Incident Management (snincidentadmin) and Request Management (snrequestadmin), along with guided setup for inbound email, Employee Slate, configuration items, and core Change Management setup. * **Employee Experience via Employee Hub and Employee Center:** Employee Slate serves as the primary interface for incident and request notifications, featuring a conversational and simplified self-service portal supporting chat, catalog browsing, knowledge access, and multi-channel support (including email, Microsoft Teams, and Slack). * **Simplified Fulfiller Experience:** Service desk agents benefit from a unified workspace showing catalog tasks alongside incidents and requests, improved incident form layouts, AI-driven recommendations for resolution steps, knowledge articles, chat summaries, and automated email responses, plus a role-based manager dashboard with filtering capabilities. * **Redirection to Service Operations Workspace Admin Center:** Enables configuration of advanced ITSM workflows such as Problem Management, Major Incident Management, On-Call Scheduling, and Walk-up Experience. * **AI-Powered Automation:** Conversational AI agents assist administrators in configuring ITSM workflows faster through a single admin UI, reducing setup time and complexity. ## Activation and Upgrade Guidance To activate Simplified IT Service Management in Australia, request the entitlement from the ServiceNow Store and install the application. The ServiceNow Store provides access to all available apps and release history. It is important to review and complete pre- and post-upgrade tasks as outlined to ensure a smooth transition. ## Changes, Removals, and Deprecations No updates, removals, or deprecations were introduced for Simplified IT Service Management between the Zurich and Australia releases. ## Additional Considerations * **Browser and Accessibility:** No changes in browser requirements or accessibility compliance were noted for Australia. * **Localization:** No new localization considerations were introduced. ## Key Outcomes for ServiceNow Customers * **Enhanced Efficiency:** AI-driven setup and guided configuration enable administrators to deploy ITSM workflows quickly and accurately. * **Improved Employee Engagement:** Employees experience a conversational, intuitive interface for submitting requests and tracking tickets across multiple platforms. * **Faster Resolution:** Service desk agents have streamlined access to tasks and AI recommendations, resulting in quicker incident and request resolution. * **Comprehensive Workflow Support:** Advanced ITSM functionalities are configurable through the Service Operations Workspace Admin Center for broader IT service management needs. Consolidated page of all release notes for Simplified IT Service Management from Zurich to Australia. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family Simplified IT Service Management release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Zurich to Australia. Tip: If there were no updates for a release notes section in a certain family release, we included a short note for your reference. For example, if a product did not have any updates in Tokyo, the row says "No updates for this release." ## Important information for upgrading Simplified IT Service Management to Australia Before you upgrade to Australia, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-simplifieditservicemanagement-summary__entry__2} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## New features Between your current release family and Australia, new features were introduced for Simplified IT Service Management. {#dfrn3-simplifieditservicemanagement-summary__entry__8} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | [Simplified request process using Employee Slate](https://www.servicenow.com/docs/access?context=employee-experience-using-employee-slate&family=australia&ft:locale=en-US) : A simplified request process is available: * A request is created for an order guide submission. * A requested item is created for a catalog item request. [Automated and guided administrator experience](https://www.servicenow.com/docs/access?context=configuring-ai-native-itsm&family=australia&ft:locale=en-US) : * Configure Incident Management using the sn_incident_admin role and Request Management using the sn_request_admin role. * Configure change forms and lists in the Configuration Console. [Automated and guided administrator experience](https://www.servicenow.com/docs/access?context=configuring-ai-native-itsm&family=australia&ft:locale=en-US) : A guided experience is available for inbound email configuration. [Employee experience in Employee Hub](https://www.servicenow.com/docs/access?context=employee-experience-using-employee-slate&family=australia&ft:locale=en-US) : Employee Slate is available as the primary engagement experience for incident and request notifications. [Simplified fulfiller experience](https://www.servicenow.com/docs/access?context=fulfiller-experience-ai-native-itsm&family=australia&ft:locale=en-US) : The simplified fulfiller experience includes the following 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. [Employee experience in Employee Hub](https://www.servicenow.com/docs/access?context=employee-experience-using-employee-slate&family=australia&ft:locale=en-US) : Simplify employee experience by leveraging the conversational experience in Employee Slate. [Automated and guided administrator experience](https://www.servicenow.com/docs/access?context=configuring-ai-native-itsm&family=australia&ft:locale=en-US) : A guided experience is available for the following configurations: * Employee Slate * Configuration items * Core setup areas required to make Change Management operational. [Redirection to Service Operations Workspace](https://www.servicenow.com/docs/access?context=configuring-ai-native-itsm&family=australia&ft:locale=en-US) : 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. [Simplified employee experience through Employee Center portal](https://www.servicenow.com/docs/access?context=employee-experience-employee-center&family=australia&ft:locale=en-US) : 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 fulfiller experience](https://www.servicenow.com/docs/access?context=fulfiller-experience-ai-native-itsm&family=australia&ft:locale=en-US) : 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. [Automated and guided administrator experience](https://www.servicenow.com/docs/access?context=configuring-ai-native-itsm&family=australia&ft:locale=en-US) : 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. * AI agents to configure ITSM workflows from a single admin UI page using natural language. See [Conversational AI Agents for configurations](https://www.servicenow.com/docs/access?context=agents-ai-native-it-service-desk&family=australia&ft:locale=en-US). | [ ] ## Changes Between your current release family and Australia, some changes were made to existing Simplified IT Service Management features. {#dfrn3-simplifieditservicemanagement-summary__entry__14} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Removed Between your current release family and Australia, some Simplified IT Service Management features or functionality were removed. {#dfrn3-simplifieditservicemanagement-summary__entry__20} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Deprecations Between your current release family and Australia, some Simplified IT Service Management features or functionality were deprecated. {#dfrn3-simplifieditservicemanagement-summary__entry__26} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Activation information Review information on how to activate Simplified IT Service Management. {#dfrn3-simplifieditservicemanagement-summary__entry__32} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | Activation information : Request the entitlement for IT Service Management from the ServiceNow Store and then install it. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) 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](https://www.servicenow.com/docs/access?context=sn-store-release-notes&family=australia&ft:locale=en-US). Important: Simplified IT Service Management is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | [ ] ## Additional requirements If any additional requirements were introduced or changed for Simplified IT Service Management we have noted them here. {#dfrn3-simplifieditservicemanagement-summary__entry__38} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Browser requirements If any specific browser requirements were introduced or changed for Simplified IT Service Management we have noted them here. {#dfrn3-simplifieditservicemanagement-summary__entry__44} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Accessibility information Review details on accessibility information for Simplified IT Service Management, such as specific requirements or compliance levels. {#dfrn3-simplifieditservicemanagement-summary__entry__50} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Localization information If there are specific localization considerations for Simplified IT Service Management we have noted them here. {#dfrn3-simplifieditservicemanagement-summary__entry__56} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Highlight information If there are specific highlight considerations for Simplified IT Service Management we have noted them here. {#dfrn3-simplifieditservicemanagement-summary__entry__62} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | * AI-powered automation reduces setup time and complexity: Administrators benefit from the guided setup processes and conversational AI agents, which help them configure ITSM workflows faster. * Simplified experience for employees and requesters: Employees and requesters can request help, submit tickets, check status, use the employee portal, browse the catalog, and access knowledge. * Faster issue resolution with simplified workflows: Fulfillers or service desk agents can resolve incidents and requests through a simplified, AI-first workspace that supports guided actions and faster issue resolution. | [ ]