Configuring the employee experience in Simplified IT Service Management

  • Release version: Australia
  • Updated March 12, 2026
  • 5 minutes to read
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    Summary of Configuring the employee experience in Simplified IT Service Management

    This guide outlines how to enable an AI-first, comprehensive employee experience in the Simplified IT Service Management (ITSM) platform. The configuration focuses on a simplified portal with AI chat capabilities that empower employees to find answers, order items, check statuses, and create incidents efficiently. The experience includes a streamlined Employee Center portal, Now Assist Virtual Agent integration, and prebuilt content to address common IT issues and requests.

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    Key Features

    • Simplified Employee Center Portal: Supports AI chat, catalog browsing, and knowledge content access to streamline employee interactions.
    • Now Assist Virtual Agent: Provides prebuilt AI agents that help employees create incidents, check statuses, and handle approvals within preferred channels such as Microsoft Teams.
    • Employee Slate: An AI-first experience combining search, requests, tasks, knowledge, and communications in a unified destination for faster task completion. Optional integrations with Moveworks and Now Assist enhance AI assistance and automation.
    • Service Channels: Automatically route incoming work such as chat, email, phone, and virtual agent requests to appropriate agents. Configurations include chat routing, email processing, phone integration via third-party providers (e.g., Amazon Connect, Genesys), and Virtual Agent conversational interfaces.
    • Virtual Agent Configurations: Includes default settings for Virtual Agent, and integrations with collaboration platforms like Microsoft Teams and Slack for seamless request creation within these tools.
    • Taxonomy Management: Provides a predefined taxonomy hierarchy to organize employee content, improving discoverability of catalog items and knowledge articles. Organizations can customize this taxonomy to match their business structure.
    • Catalog Items: Prebuilt catalog items and record producers address common IT issues with fulfillment workflows. Customers can review, edit, or create new catalog items using the native catalog builder.
    • Surveys: Preconfigured employee satisfaction surveys collect feedback after incident resolution and request fulfillment. These can be customized or created anew using the Survey Designer tool, with AI-native survey configuration available through Implementation Plan Manager Agents.

    Practical Benefits and Outcomes

    • Improved Employee Productivity: Employees have a single, AI-powered portal to quickly find information, submit requests, and track progress.
    • Enhanced Support Efficiency: Automated routing and AI-driven virtual agents reduce manual workload for support teams and speed up resolution times.
    • Seamless Integration: Support for popular collaboration tools like Microsoft Teams and Slack allows employees to interact with ITSM services within familiar environments.
    • Customizable Experience: Organizations can tailor taxonomies, catalog items, surveys, and AI assistant configurations to align with their unique business needs and workflows.
    • Actionable Feedback: Built-in surveys enable continuous improvement of IT services based on direct employee input.

    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.

    The following experiences are available after configuring the employee experience:
    • Simplified Employee Center portal supporting AI chat, catalog, and knowledge content.
    • Now Assist Virtual Agent enhanced with prebuilt AI agents for requesters, enabling incident creation, status checks, and approvals in their preferred channels such as Microsoft Teams.
    • Prebuilt content such as taxonomy, catalog items, and record producers to resolve common IT issues and requests.

    For information about available AI agents for employee configurations, see AI agents and agentic workflows in Simplified IT Service Management.

    Employee Slate

    Employee Slate provides an AI-first employee experience that brings search, requests, tasks, knowledge, and communications together in one intuitive destination. Employees can easily find information, manage requests and tasks, stay informed through communications and news, connect with teams, and get work done faster.
    Note:
    For upgrading instances, if the Employee Slate is installed, the Taxonomy section is hidden from the employee experience configuration.
    Table 1. Employee Slate configurations
    Configuration Description Default configuration Optional configurations
    Employee Slate Moveworks Employee Slate and Moveworks integration combines the Moveworks AI assistant with key Employee Slate features such as conversation-first home page, the interactive split view, Enterprise Search, and Inbox. Enables employees to handle work tasks, find information, and get things done faster with the Moveworks AI assistant. None Configure the branding, the Moveworks AI Assistant connection, the canvas configuration, and the update set package that promotes configurations between environments. For information about Employee Slate for Moveworks, see Employee Slate for Moveworks.
    Employee Slate Now Assist Employee Slate and Now Assist integration provides intelligent assistance throughout the Employee Slate experience. The AI assistant offers proactive suggestions, automates routine tasks, and provides contextual help based on your chat conversations and activities. Enable employees to get AI-powered assistance for everyday work tasks through intelligent suggestions, automated workflows, and contextual support. None Configure the branding and data sources, internal and external search sources, conversational assistant configurations, canvas, and other features. For information about Employee Slate for Now Assist, see Employee Slate for Now Assist.

    Service channels

    Service channels provide customer support by automatically routing incoming work to agents. You can specify additional conditions to filter the work items that are handled in the channel, change the agent capacity (workload) for the channel, set the inbox layouts that your agents use in Workspace, and view associated work item queues.

    Table 2. Service intake channel configurations
    Configuration Description Default configuration Optional configurations
    Chat Routing and assigning chat interactions Live Agent chat is auto-configured post installation. It includes routing condition, work item size, maximum wait time, routing group, and so on. Manage and configure the live agent chat experience. For information about configuring this channel, see Create or configure a service channel.
    Email Routing requests from emails. Email action helps in registering requests or issues when an employee sends an email to registered email accounts. Email accounts can be configured from the Platform module in Product Configuration Console. Email actions are preconfigured with Simplified ITSM. Review the email actions available in the base system and update them based on the business process and requirement. For information about inbound email actions, see Inbound email actions.
    Phone Routing requests from phone interactions by integrating your ServiceNow instance with a third-party phone provider such as Amazon Connect and Genesys. None For information about integrating ServiceNow Voice with Amazon Connect, see Integrate ServiceNow Voice with Amazon Connect.

    For information about integrating ServiceNow voice assistant with Genesys, see Integrate ServiceNow voice assistant with Genesys Cloud service (Audio Connector).

    Virtual Agent

    The Virtual Agent platform provides user assistance through conversations within an intelligent messaging interface. You can design and build automated conversations that help your users quickly obtain information, decide, and perform common work tasks with Virtual Agent.

    Table 3. Virtual Agent configurations
    Configuration Description Default configuration Optional configurations
    VA configuration Virtual Agent features, components, and integrations that are essential to provide support to your employees, IT teams, and customers. ServiceNow Virtual Agent is preconfigured with default general settings and branding, live agent chat configuration, and Now Assist Virtual Agent configurations. Review and configure settings to align the run-time experience of Virtual Agent with your requirements. For information about these configurations, see Configuring Virtual Agent.
    VA for MS Teams Integrating Virtual Agent with Microsoft Teams to enable users create their requests from within Microsoft Teams. None For information about Microsoft Teams integration, see Configure Virtual Agent for Microsoft Teams.
    VA for Slack Integrating Virtual Agent with Slack to enable users create their requests from within Slack. None For information about Slack integration, see Integrating ServiceNow Virtual Agent with Slack.

    Taxonomy

    Table 4. Taxonomy configurations
    Configuration Description Default configuration Optional configurations
    Taxonomy Taxonomy for employee content maps the content of your product or services to the taxonomy hierarchy. Predefined set of taxonomies for easy discovery of catalog items and knowledge on Employee Center. Review, edit, remove, or add taxonomies that align with the business hierarchy of your organization. For information about taxonomy, see Create taxonomy.

    Catalog items

    Table 5. Catalog item configurations
    Configuration Description Default configuration Optional configurations
    Catalog items Services or product offerings available for your users. Prebuilt catalog items and record producer with fulfillment workflows covering common IT issues and requests are active. For information about prebuilt catalog items, see Catalog items installed with Simplified IT Service Management. Review and edit a catalog item or create a catalog item using the native catalog builder experience. For information about adding a catalog item using Catalog Builder, see Create a catalog item using a template.

    Surveys

    Table 6. Survey configurations
    Configuration Description Default configuration Optional configurations
    Surveys Surveys help you create, send, and collect responses from your users to improve their experience. Preconfigured employee satisfaction surveys to gather feedback post incident resolution and request fulfillment. Create or edit an existing survey using Survey Designer. For information about configuring surveys, see Survey designer.

    For information about the Implementation Plan Manager Agent that provides conversational AI-native experience for survey configuration, see AI agents and agentic workflows in Simplified IT Service Management.