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

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Configure integrations and ITSM experiences in Simplified IT Service Management

# Configure integrations and ITSM experiences in Simplified IT Service Management {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Enable ITSM requester and fulfiller experiences by completing the essential configurations.

## Before you begin

Role required: admin, sn_incident_admin for incident management configurations, and sn_request_admin for request management configurations

Ensure that both the ServiceNow Otto for Setup and the relevant IT Service Management application based on your subscription are installed on your ServiceNow instance.

## Procedure

1. From the header of your ServiceNow instance, navigate to AdminAdmin Home.
2. From the Manage your products section, select IT Service Management.  
3. On the Product Hub page for IT Service Management, from the Configure your product section, select Configure.  
4. From the Configure IT Service Management page, perform any of the following tasks.

   | Choice | Description |
   | Configuration summary in the left navigation pane | Provides the summary of configuration activity and progress. |
   | Configure with AI | Configures Simplified IT Service Management using the Now Assist agent. It also displays all available AI agents in IT Service Management. Ensure that the Now Assist with Setup Hub application is installed. See [Set up ServiceNow Otto with ServiceNow Otto for Setup](https://www.servicenow.com/docs/access?context=ia-setup-now-assist&version=australia&pubname=australia-platform-administration&ft:locale=en-US). |
   | Configurations for Platform setup, employee, and fulfiller experiences in the left navigation pane | For each module in the left navigation pane, view the default configurations (if available) and modify if necessary. * Platform setup and integrations. See [Platform module configuration in ServiceNow Otto for Setup](https://www.servicenow.com/docs/access?context=ia-config-platform-il&version=australia&pubname=australia-platform-administration&ft:locale=en-US). * Employee experience. See [Configuring the employee experience in Simplified IT Service Management](https://www.servicenow.com/docs/wNY4eh2tIdotEh2mNNQC7A "Enable an AI-first comprehensive employee experience focused on a simplified portal with an AI-first chat approach to find answers, order items, check status, and create incidents."). * Fulfiller experience. See [Configuring the fulfiller experience in Simplified IT Service Management](https://www.servicenow.com/docs/HTgroNE2TlT21KubCsXdqw "Enable an AI-first fulfiller experience for simplified incident and request management."). {#configure-ai-native-itsm__ul_ucf_tqp_whc} For information about configuration page options, see [Understand the Configuration page flow in ServiceNow Otto for Setup](https://www.servicenow.com/docs/access?context=ia-configure-il&version=australia&pubname=australia-platform-administration&ft:locale=en-US). Important: For each configuration, use the guided configuration experience or the conversation AI agent (if available). You can use the conversation AI agent by selecting Configure with AI on that configuration UI page. For information about AI agents for configurations, see [AI agents and agentic workflows in Simplified IT Service Management](https://www.servicenow.com/docs/pPowXPsZoQhG3mmQ8qucrQ "Use conversational AI-native experience for administrators, employees, and fulfillers using Simplified IT Service Management (Simplified ITSM). AI agents and agentic workflows provide a step-by-step approach to configure ITSM workflows with validated inputs and preview."). |
   | Package and download | Packages all configuration changes into an update set (XML file) and downloads it. You can upload this file for simplified migration to another instance. |
   |-|-|

   Figure 1. Configuration summary page with conversation AI agent experience
* **[Configuring the employee experience in Simplified IT Service Management](https://www.servicenow.com/docs/wNY4eh2tIdotEh2mNNQC7A)**   
  Enable an AI-first comprehensive employee experience focused on a simplified portal with an AI-first chat approach to find answers, order items, check status, and create incidents.
* **[Configuring the fulfiller experience in Simplified IT Service Management](https://www.servicenow.com/docs/HTgroNE2TlT21KubCsXdqw)**   
  Enable an AI-first fulfiller experience for simplified incident and request management.

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