--- 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 October 8, 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 note page assists ServiceNow customers in preparing for upgrades from the Zurich release to the Australia release for Simplified IT Service Management (ITSM). It summarizes new features, changes, and essential upgrade information relevant across multiple ITSM components, focusing on simplifying processes for employees, fulfillers, and administrators. Show full answer Show less ## New Features * **Simplified Request Process:** Requests are automatically created for order guide submissions and catalog item requests, streamlining user interactions. * **Automated and Guided Administrator Experience:** Administrators can configure Incident and Request Management using dedicated roles (snincidentadmin and snrequestadmin). Guided experiences support inbound email configuration, change form and list setup, Employee Slate configuration, and core Change Management setup. AI-powered conversational agents assist with workflow configurations, reducing setup complexity and time. * **Employee Experience Enhancements:** Employee Slate serves as the primary interface for incident and request notifications, providing a conversational experience. The Employee Center portal offers simplified self-service with chat, catalog browsing, knowledge access, and multi-channel support including email, Microsoft Teams, and Slack. * **Simplified Fulfiller Experience:** Fulfillers benefit from a unified workspace showing catalog tasks alongside incidents and requests, an updated incident form layout, AI-driven recommendations for resolution steps, knowledge articles, summaries, and response generation. A role-based manager dashboard provides key metrics and filtering options. * **Service Operations Workspace Integration:** Admin Center enables configuration of advanced ITSM workflows such as Problem Management, Major Incident Management, On-Call Scheduling, and Walk-up Experience. ## Upgrade and Activation Information * There are no removed, deprecated, or changed features for Simplified ITSM from Zurich to Australia. * To activate Simplified IT Service Management, customers must request the entitlement from the ServiceNow Store and install the application. * Additional requirements, browser compatibility, accessibility, and localization details remain unchanged between releases. ## Key Outcomes for ServiceNow Customers * **Reduced Setup Complexity:** Guided setup and AI conversational agents accelerate ITSM workflow configuration and minimize manual effort for administrators. * **Improved Employee and Requester Experience:** Simplified interfaces and multi-channel access make it easier for employees to submit requests, track status, and find information. * **Enhanced Support Efficiency:** Fulfillers work within an AI-enhanced workspace that streamlines incident and request resolution with intelligent recommendations and metrics. * **Seamless Upgrade Path:** No feature removals or deprecations ensure continuity and stability during the upgrade from Zurich to Australia. 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. | [ ]