--- 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 --- # ITSM Virtual Agent # ITSM Virtual Agent {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 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 ITSM Virtual Agent ITSM Virtual Agent is a ServiceNow solution designed to help IT organizations support and scale their services by automating common IT-related employee workflows through intelligent conversational interfaces. It facilitates immediate responses to frequent IT queries and allows users to escalate to live IT technicians at any point during the interaction. This solution integrates with ServiceNow Integration Hub and Flow Designer to enable seamless task completion and request fulfillment through pre-built conversational topics. Show full answer Show less ## Key Features * **Pre-built Topic Conversations:** Includes ready-to-use conversation flows that address common IT tasks such as password resets and incident creation, running within web chat clients and supported messaging integrations. * **Multilingual Support:** Supports Natural Language Understanding (NLU) in multiple languages including English, German, French (including Canadian), Korean, Spanish, Brazilian Portuguese, Japanese, Italian, Dutch, and Simplified Chinese. It uses the gs.getMessageLang() method to present messages in the user's preferred language. * **Edge Encryption:** Offers enhanced data security by encrypting communications between the browser and the ServiceNow instance on the customer's intranet. Requires careful planning and network administration for installation and configuration, with some limitations to consider. * **Integration and Extensibility:** Works with Integration Hub and Flow Designer, and may require specific spokes for certain topics, enabling customization and expansion of virtual agent capabilities. * **Actionable Notifications:** Sends interactive messages to employees based on pending tasks or alerts, helping to reduce incident volume by deflecting common issues to the virtual agent as a self-service resolution channel. ## Practical Benefits for ServiceNow Customers * Enables IT teams to handle more complex requests by automating routine IT support tasks. * Improves employee experience by providing instant assistance and easy escalation to live support when needed. * Supports global operations with broad language support and localized message handling. * Enhances data security through edge encryption, aligning with enterprise security policies. * Reduces workload on Service Desk teams by deflecting common incidents and automating notifications. You can use ITSM Virtual Agent to support and scale your IT organization. With ITSM Virtual Agent, your technicians can address more challenging IT-related user requests and incidents. ## Request apps on the Store {#itsm-virtual-agent__section_mrp_r3j_gmb} 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/r/store-release-notes/sn-store-release-notes.html).{#itsm-virtual-agent__inline-send-to-store} ## About ITSM Virtual Agent {#itsm-virtual-agent__section_kkb_xtp_zhb} ITSM Virtual Agent helps you automate employee workflows by addressing common IT-related queries immediately. At any time during a virtual conversation, a user can request to interact with a live IT technician. ITSM Virtual Agent includes pre-built topic conversations that cover common IT interactions. These conversations run in the web chat client and are also available in supported ITSM Virtual Agent messaging integrations. Conversations between Virtual Agent and the user accomplish an IT goal. The information exchanged during the conversation flow, such as user inputs and Virtual Agent responses, enables Virtual Agent to fulfill a request or help complete a task. ITSM Virtual Agent integrates with ServiceNow® [Integration Hub](https://www.servicenow.com/docs/access?context=integrationhub&version=australia&pubname=australia-integrate-applications&ft:locale=en-US) and [Flow Designer](https://www.servicenow.com/docs/access?context=flow-designer&version=australia&pubname=australia-application-development&ft:locale=en-US). Some topics may require specific spokes to be installed. For more information about Virtual Agent features, see [Virtual Agent](https://www.servicenow.com/docs/access?context=virtual-agent-landing-page&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US). ## Languages supported for NLU services on the ITSM Virtual Agent {#itsm-virtual-agent__section_swn_x4n_hsb} ITSM Virtual Agent supports the following languages for NLU: * English * German * French * French (Canadian) * Korean * Spanish * Brazilian Portuguese * Japanese * Italian * Dutch * Chinese (Simplified) {#itsm-virtual-agent__ul_wy1_srn_hsb} For details about NLU, see [Natural Language Understanding in Virtual Agent](https://www.servicenow.com/docs/access?context=va-NLU&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US). The ITSM Virtual Agent topics re-factored with gs.getMessageLang() provide you the improved operations on the ITSM Virtual Agent by utilizing and displaying all the messages in the bot conversations in your preferred language. The gs.getMessageLang method checks the UI Message table \[sys_ui_message\] for the translated version of the text in the language provided using the vaContext.getRequesterLang() variable. ## Edge Encryption for ITSM Virtual Agent {#itsm-virtual-agent__section_ppf_jdm_ykb} Edge encryption provides you with direct control over your data security. Encryption and key management are performed on your intranet between your browser and your ServiceNow instance. See [Exploring Edge Encryption](https://www.servicenow.com/docs/access?context=c_EdgeEncryptionOverview&version=australia&pubname=australia-platform-security&ft:locale=en-US). Because edge encryption is enabled on a proxy server on your side of the network, there is significant planning, network administration and management, and setup required. For more information, see [Planning for Edge Encryption](https://www.servicenow.com/docs/access?context=c_EdgeEncryptionPlanning&version=australia&pubname=australia-platform-security&ft:locale=en-US). To install edge encryption, see [Edge Encryption installation](https://www.servicenow.com/docs/access?context=c_InstallEdgeEncryptionProxy&version=australia&pubname=australia-platform-security&ft:locale=en-US). To configure edge encryption, see [Edge Encryption configuration](https://www.servicenow.com/docs/access?context=edge-config&version=australia&pubname=australia-platform-security&ft:locale=en-US). Note: There are limitations when using edge encryption. For more information, see [Edge Encryption limitations](https://www.servicenow.com/docs/access?context=edge-encryption-limitations&version=australia&pubname=australia-platform-security&ft:locale=en-US). * **[Exploring ITSM Virtual Agent](https://www.servicenow.com/docs/4occwMP3TtXlwvbtE8VoUQ)** The ServiceNow ITSM Virtual Agent provides assistance through conversations within an intelligent messaging interface. * **[Setting up ITSM Virtual Agent](https://www.servicenow.com/docs/ptRM7ncXGLqkBQMJzXx5ew)** Set up the ITSM Virtual Agent features and components that you need to provide support to your employees, IT teams, and customers. * **[Using ITSM Virtual Agent pre-built topics](https://www.servicenow.com/docs/fYhQw6MAUpU4BrGjSm4xWw)** ITSM Virtual Agent includes several pre-built topic conversations designed to help your users complete common IT-related tasks, such as resetting a password and creating an incident. * **[ITSM Virtual Agent pre-built actionable notifications](https://www.servicenow.com/docs/7R6Stv8d7t681Gpety7s6A)** Send interactive messages to an employee through Virtual Agent, based on pending tasks or alerts. Deflect some of the most common ITSM incidents to ITSM Virtual Agent, reduce incident volume to Service Desk, and help employees discover ITSM Virtual Agent as a resolution channel.