---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Simplified IT Service Management glossary

# Simplified IT Service Management glossary {#ariaid-title1}

Release version: Australia  
Updated November 5, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read  
Learn about the terms and concepts in Simplified IT Service Management.

## A {#ariaid-title2}

Glossary terms are grouped alphabetically.

### AI-native IT Service Desk {#ariaid-title3}

An AI-native solution that provides simplified, automated implementation for administrators and a unified experience for employees and fulfillers across multiple ITSM applications.

### AI summary and next steps {#ariaid-title4}

A section on the incident form in AI-native IT Service Desk that presents an AI-generated summary of the issue, key actions taken, resolution, and proposed next steps.

### Assess state {#ariaid-title5}

A state in the Simplified Change Management Normal change model that confirms a change has proper documentation and is ready for authorization. Approvers are configured separately for Low, Moderate, and High risk.

### Authorize state {#ariaid-title6}

The business approval gate in Simplified Change Management change models, which verifies that a change is approved to proceed to implementation.

## B {#ariaid-title7}

Glossary terms are grouped alphabetically.

### blackout schedule {#ariaid-title8}

A schedule in Simplified Change Management that blocks changes during critical periods, such as financial year-end or major platform releases.

## C {#ariaid-title9}

Glossary terms are grouped alphabetically.

### Change Registration change model {#ariaid-title10}

A change model in Simplified Change Management that records changes implemented outside the standard workflow, such as vendor-managed changes or platform upgrades. It has no approval workflow.

### Configuration Console {#ariaid-title11}

The page in Simplified IT Service Management where all required setup is consolidated into a step-by-step guided experience, so administrators can track configuration progress in one place.

### Configure with AI {#ariaid-title12}

A conversational flow in Simplified IT Service Management that administrators can use instead of the form-based wizard to complete a configuration. It's accessible from the banner at the top of a configuration page.

## E {#ariaid-title13}

Glossary terms are grouped alphabetically.

### Emergency change model {#ariaid-title14}

A change model in Simplified Change Management that provides a fast-track workflow for urgent changes requiring expedited authorization. It restricts who can submit these changes and notifies stakeholders when one is created.

## I {#ariaid-title15}

Glossary terms are grouped alphabetically.

### implementation group {#ariaid-title16}

A group assigned in Simplified Change Management team roles whose members receive change write access, allowing them to create change requests, be assigned as implementers, and complete review tasks.

## M {#ariaid-title17}

Glossary terms are grouped alphabetically.

### maintenance window {#ariaid-title18}

A schedule in Simplified Change Management that designates periods when changes are actively expected, such as recurring patching cycles. Changes are allowed only during this time.

## N {#ariaid-title19}

Glossary terms are grouped alphabetically.

### Normal change model {#ariaid-title20}

A change model in Simplified Change Management that provides a CAB-governed workflow for planned changes requiring risk assessment, approvals, and post-implementation review.

## R {#ariaid-title21}

Glossary terms are grouped alphabetically.

### risk assessment question {#ariaid-title22}

A survey question presented to the change requester in Simplified Change Management. Each response carries a score, and the cumulative score determines the risk level of the change.

## S {#ariaid-title23}

Glossary terms are grouped alphabetically.

### score threshold {#ariaid-title24}

A score boundary in Simplified Change Management that maps a cumulative risk assessment score to a risk level of Low, Moderate, or High.

### Service Desk Team Dashboard {#ariaid-title25}

A dashboard in AI-native IT Service Desk that service desk managers use to view key performance metrics, including incident and requested item backlog and team MTTR.

### Simplified Change Management {#ariaid-title26}

A version of Change Management that offers the core functionality of the full Change Management application with opinionated defaults and guided setup. It's purpose-built for organizations that need a fast, low-friction path to change governance.

### Standard change model {#ariaid-title27}

A change model in Simplified Change Management for pre-approved, low-risk, repeatable changes. Requesters create these changes by selecting a template rather than using the change type picker, and the changes bypass the full approval workflow.

## T {#ariaid-title28}

Glossary terms are grouped alphabetically.

### team roles {#ariaid-title29}

The configuration area in Simplified Change Management that defines who can approve, build, or review a change by mapping individuals and groups to their roles in the change process.