--- 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 --- # Setting up AI Search in Service Operations Workspace for ITSM # Setting up AI Search in Service Operations Workspace for ITSM {#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 Setting up AI Search in Service Operations Workspace for ITSM AI Search in Service Operations Workspace enables ITSM users to perform seamless searches across multiple record types using the Next Experience Unified Navigation search field. Users can switch between global and workspace-specific search results, enhancing efficiency in locating relevant information and actions. Show full answer Show less This feature is available starting in version 1.3 of Service Operations Workspace and integrates AI-powered Genius Result cards that highlight the most relevant responses alongside standard search results. ## Key Features * **Search Application Configuration \[AIS\]:** A dedicated configuration that manages AI Search behavior within the workspace. * **EVAM Definition Customization:** Modify the layout of AI Search result cards by customizing the EVAM (Experience Value Add Module) configuration bundle. * **Search Profile:** Controls search parameters and filters; must be published and active to optimize AI Search results. * **Genius Results:** AI-driven result cards that provide relevant information and actionable insights, including support for Q\&A configurations. * **Guided Setup:** Facilitates migration from legacy Zing search to AI Search and simplifies configuration tasks. ## Implementation Requirements and Compatibility * Compatible with SR - PlatformX - Search - AI Search for Next Experience Bundle version 2.0. * Ensure new search sources are indexed, search profiles are published, and AI Search is enabled. * Set the search engine to AI Search by assigning the globalSearchDataConfigId page property to the AI Search sysid (6fcaa8d770a45110f877edb72a2fbd2f). * For Genius Q\&A results, the AI Search version must be 3.0 or later and the Q\&A configuration must be active. ## Practical Benefits for ServiceNow Customers * Enhanced search capabilities within the Service Operations Workspace streamline ITSM workflows. * Customizable search result presentation improves user experience by showing the most relevant data and actions. * Guided setup tools reduce the complexity of upgrading and configuring AI Search. Search multiple record types from the Next Experience Unified Navigation search field and switch between global and workspace application results. For information about AI Search, see [AI Search](https://www.servicenow.com/docs/access?context=overview-ais&version=australia&pubname=australia-platform-administration&ft:locale=en-US). For information about installing and configuring AI Search in Next Experience, see [Install AI Search for Next Experience](https://www.servicenow.com/docs/access?context=install-ais-next-experience-app&version=australia&pubname=australia-platform-administration&ft:locale=en-US). The following configurations are added for the AI Search experience in Service Operations Workspace. * A search application configuration, \[AIS\]. For information about search application configurations, see [Search application configurations](https://www.servicenow.com/docs/access?context=defining-search-app-cfgs-ais&version=australia&pubname=australia-platform-administration&ft:locale=en-US). To modify the card layout of the AI Search results, you can modify its EVAM definition, AI Search for Next Experience. Search for and add an EVAM configuration bundle. For information about the EVAM definition, see [Configuring EVAM definition](https://www.servicenow.com/docs/access?context=define-composite-dataset&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US). * A search profile. For information about search profiles, see [AI search profiles](https://www.servicenow.com/docs/access?context=defining-search-profiles-ais&version=australia&pubname=australia-platform-administration&ft:locale=en-US). Note: * AI Search experience is available in Service Operations Workspace starting in version 1.3. * AI Search for Service Operations Workspace version 1.3 is compatible with the SR - PlatformX - Search - AI Search for Next Experience Bundle - v2.0. For all upgrade scenarios, use the Guided Setup for Zing to AI Search Migration module and ensure that the following conditions are met: * New search sources should be indexed. * The search profile should be published. * AI Search should be enabled. {#ai-search-sow__ul_q4f_rdl_jvb} For information about using Guided Setup for Zing to AI Search Migration, see [Configuring AI Search for Next Experience](https://www.servicenow.com/docs/access?context=configuring-ais-next-experience&version=australia&pubname=australia-platform-administration&ft:locale=en-US). * Ensure that the search engine is set to AI Search. To set the AI Search, ensure that the globalSearchDataConfigId UX page property value is set to the sys_id of the AI Search, 6fcaa8d770a45110f877edb72a2fbd2f. {#ai-search-sow__ul_sdp_z1l_jvb} * Genius results display the most relevant information and actions for a search query using Genius Result cards. The genius result cards appear alongside the regular search results. For more information about genius results, see [Genius Results](https://www.servicenow.com/docs/access?context=genius-results-ais&version=australia&pubname=australia-platform-administration&ft:locale=en-US). By default, Service Operations Workspace supports the Q\&A genius result configuration. If it isn't active, ensure the following: * Ensure that the version of AI Search for Next Experience is 3.0 or later. * Ensure that the Q\&A genius result configuration is in an Active state. For more information about the Q\&A genius result configurations, see [Q\&A Genius Results](https://www.servicenow.com/docs/access?context=genius-result-q-a-ais&version=australia&pubname=australia-platform-administration&ft:locale=en-US). {#ai-search-sow__ul_zh4_d3p_byb} {#ai-search-sow__ul_ovb_gyk_jvb} Figure 1. AI Search experience in Service Operations Workspace You can customize the AI Search experience by adding a data source, editing a search profile, and so on, by using the AI Search Guided Setup. For information on using this guided setup, see [Configuring AI Search](https://www.servicenow.com/docs/access?context=configuring-ais&version=australia&pubname=australia-platform-administration&ft:locale=en-US).