Configure integrations and ITSM experiences in Simplified IT Service Management

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

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

    Before you begin

    Role required: admin

    Ensure that both the Setup Hub 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 Admin > Admin Home.
    2. From the Manage your products section, select IT Service Management.

      Set up Simplified ITSM application

    3. On the Product Hub page for IT Service Management, from the Configure your product section, select Configure.

      configuring IT Service Management

    4. From the Configure IT Service Management page, perform any of the following tasks.
      ChoiceDescription
      Configuration summary in the left navigation pane Provides the summary of configuration activity and progress.
      Configure with Now Assist 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 Now Assist with Setup Hub.
      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.

      For information about configuration page options, see Understand the Configuration page flow in Setup Hub.

      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 Now Assist on that configuration UI page. For information about AI agents for configurations, see AI agents and agentic workflows in Simplified IT Service Management.
      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 ITSM