Configuring the fulfiller experience in Simplified IT Service Management

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

    This guide explains how to enable and configure an AI-first fulfiller experience in ServiceNow’s Simplified IT Service Management (ITSM) to streamline incident, request, change, and problem management. It focuses on providing fulfillers with unified record views, AI-embedded workflows, and improved triage and resolution capabilities. The configuration supports faster, more accurate service delivery and helps service desk agents concentrate on complex issues.

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    Incident Management

    Incident Management configurations include preconfigured incident forms, lists, categories, routing rules, SLAs, and notifications designed to restore normal service operations quickly while minimizing business impact. Customers can review and customize forms, lists, categories, routing conditions, assignment rules, SLAs, and notifications to meet their business needs. AI agents provide conversational, AI-native assistance for configuring these elements.

    Request Management

    Request Management supports tracking and resolving employee requests through preconfigured requested item and catalog task forms and lists. Notification templates aligned with Employee Center keep employees and fulfillers informed. Customers can customize forms, lists, and notifications based on business requirements. AI agents assist with conversational configuration tasks.

    Major Incident, On-Call Scheduling, Problem, and Walk-up Experience

    • Major Incident Management: Accelerates resolution of high-impact incidents affecting many users.
    • On-Call Scheduling: Ensures appropriate personnel availability through duty rosters.
    • Problem Management: Manages problem life cycles to prevent recurring incidents and reduce impact.
    • Walk-up Experience: Provides in-person and remote assistance for IT issues.

    These components are configurable through the Service Operations Workspace Admin Center.

    Analytics

    A preconfigured dashboard on the workspace landing page provides visibility into agent workloads with key metrics like assigned, overdue, and unassigned tasks. Customers can edit this dashboard or create custom dashboards using Platform Analytics to monitor ITSM performance effectively.

    Now Assist for ITSM

    Now Assist enhances fulfiller productivity with AI-driven agentic workflows and prebuilt AI agents for incident triage, recommendations, and request handling. Large Language Model (LLM)-powered skills like knowledge base generation, incident summarization, and email drafting are enabled by default and can be activated or deactivated based on business needs. Customers can modify these AI-driven workflows and skills to optimize service delivery.

    Change Management

    Change Management configuration focuses on defining team roles, risk assessments, Change Advisory Board (CAB) schedules, change models, change schedules, and notifications. Core change models automate approvals, documentation, tasks, and notifications to reduce manual work and ensure process consistency. Customers should review and update risk levels, CAB membership, schedules, and notifications to align with their organizational policies. A guided setup experience is available to simplify Change Management configuration.

    Enable an AI-first fulfiller experience for simplified incident and request management.

    The following experiences are available after configuring the fulfiller experience:
    • Simplified fulfiller experience with a unified record view and AI-embedded workflows.
    • Improved triage and resolution of incidents by leveraging historical resolution patterns to inform decision-making, thereby enabling service desk agents to focus on resolving complex issues.

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

    Incident Management

    It enables you to restore normal service operations while minimizing the impact on business operations and maintaining quality.

    Table 1. Incident Management configurations
    Configuration Description Default configuration Optional configurations
    Incident forms An incident documents a deviation from an expected standard of operation. Incident form is preconfigured. Review and update the form layout based on business requirement. For information about creating an incident using Form Builder, see Working with incident record form and Forms.

    For information about the Implementation Plan Manager Agent that provides conversational AI-native experience for incident form configuration, see AI agents and agentic workflows in Simplified IT Service Management.
    Incident lists Incident list displays incidents grouped by their state. Incident list and related lists are preconfigured. Review and update list layouts based on business requirements. For information about updating these fields, see Working with incident record form.

    For information about the Implementation Plan Manager Agent that provides conversational AI-native experience for incident list configuration, see AI agents and agentic workflows in Simplified IT Service Management.
    Categories Categories and subcategories help with routing an incident to the right team. It helps reduce the troubleshooting time and bring the service to normalcy. None For information about incident categories and subcategories, seeIncident categories and subcategories.

    For information about the Incident Category Configuration AI Agent that provides conversational AI-native experience for incident category configurations, see AI agents and agentic workflows in Simplified IT Service Management.
    Agent inbox Routing of incoming requests using filters to support service delivery requirements. Incident routing to fulfiller’s inbox is auto-configured post installation. Configuration includes routing condition, work item size, max wait time, routing group, and so on. Manage and configure the incident routing experience. For information about configuring this channel, see Create or configure a service channel.
    Routing Identifying the right user group or user who is skilled to work on an incident by defining conditions and triggers to auto-assign cases and trigger relevant subflows. None

    For information about incident assignment rules, Define assignment rules for incidents.

    For information about business rules, see Classic Business rules.

    For information about the Incident routing configuration agent that provides conversational AI-native experience for incident routing configurations, see AI agents and agentic workflows in Simplified IT Service Management.
    Service Level Management Service level agreements (SLAs) define the amount of time for a task to reach a certain condition, to verify that incidents are closed or resolved according to the expectations set for customers. SLAs and their associated flows are preconfigured for Incident Management. Response and resolution SLAs are defined for incidents with priority P1 through P4. Review and update the definitions, flows, and notifications that are available with Service Level Management according to the incident process. For information about SLAs, see Service Level Agreement (SLA) definition.

    For information about the SLA Management AI Agent that provides conversational AI-native experience for SLA configuration, see AI agents and agentic workflows in Simplified IT Service Management.
    Notifications Keeping employees and fulfillers informed at every stage of incident resolution. Notifications align with the default Employee Center notification template. Configure the notification template. Update notification details such as who receives it, when it is sent, and what (content), and so on. For information about creating an incident notification, see Create an email notification.

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

    Request Management

    Table 2. Request Management configurations
    Configuration Description Default configuration Optional configurations
    Requested item forms and lists A requested item helps fulfillers track and resolve an employee's request. Requested item form, list, and related lists are preconfigured. Review and update the form layout based on business requirements. For information about requested items, see Request Management architecture.

    For information about the Implementation Plan Manager Agent that provides conversational AI-native experience for requested item form and list configurations, see AI agents and agentic workflows in Simplified IT Service Management.
    Catalog task forms and lists A catalog task helps fulfillers track and resolve an employee's request. Catalog task form, list and related lists are preconfigured. Review the form layout and update based on business need. For information about catalog tasks, see Request Management architecture.

    For information about the Implementation Plan Manager Agent that provides conversational AI-native experience for catalog task form and list configurations, see AI agents and agentic workflows in Simplified IT Service Management.
    Notifications Keeping employees and fulfillers informed at every stage of request fulfillment. Notifications align with the default Employee Center notification template. Configure the notification template. Update notification details such as who receives it, when it is sent, and what (content), and so on. For information about creating a request notification, see View request notifications.

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

    Major Incident Management

    Accelerates the resolution of a major incident and minimizes the business impact. A major incident is a highest-impact, highest-urgency incident that affects a large number of users, depriving the business of one or more crucial services.

    For information about configuring Major Incident Management from SOW Admin Center, see Manage configurations in Service Operations Workspace for ITSM.

    On-Call Scheduling

    Ensures that the right person is available to assign an incident to, by rotation through a hierarchy of duty rosters.

    For information about configuring On-Call Scheduling from SOW Admin Center, see Manage configurations in Service Operations Workspace for ITSM.

    Problem Management

    Manages the life cycle of all problems and prevents problems and resulting incidents from happening. It also aims to eliminate recurring incidents and minimize the impact of incidents that can’t be prevented.

    For information about configuring Problem Management from SOW Admin Center, see Manage configurations in Service Operations Workspace for ITSM.

    Walk-up Experience

    Enhances the user experience by providing in-person as well as remote assistance to the users for their IT-related issues.

    For information about configuring Walk-up Experience from SOW Admin Center, see Manage configurations in Service Operations Workspace for ITSM.

    Analytics

    Table 3. Analytics dashboard configurations
    Configuration Description Default configuration Optional configurations
    Dashboard Managing dashboards and data visualizations to track progress quickly. Preconfigured dashboard on workspace landing page that provides visibility into agent workload with key metrics such as Assigned to you, Overdue, and Unassigned. Edit the existing dashboard or create your own dashboard in Platform Analytics workspace. To create a dashboard using Platform Analytics, see Platform Analytics KPIs and dashboards.

    Now Assist for ITSM

    Table 4. Now Assist for ITSM configurations
    Configuration Description Default configuration Optional configurations
    Agentic workflows An agentic workflow is a coordinated, multi‑step process where AI agents plan, act, and collaborate to achieve a complex business goal. For information about agentic workflows in ITSM, see Use agentic AI in Now Assist for IT Service Management (ITSM). Prebuilt AI agents for requesters such as for incident creation, status checks, and approvals are enabled in the base system. Additionally, the following prebuilt AI agents are enabled in the base system to improve fulfiller productivity:
    • AI-Assisted Incident Triage
    • Resolution and AI Recommendations
    		 Remove an agent that is part of the agentic workflow or manage (edit, deactivate, activate, or create) the triggers associated with the agentic workflows. For information about modifying agentic workflows, see Modify an agentic workflow.
    Now Assist skills Prebuilt, LLM‑powered capabilities that surface in the right UI touchpoints and can be activated or configured by admins across workflow. For example, summarization, KB generation, and email drafting. For information about Now Assist skills in ITSM, see Using Now Assist for IT Service Management (ITSM) Generative AI skills. Now Assist skills such as KB generation, Incident summarization, Chat summarization, Resolution notes generation, and Email generation are enabled in the base system. Activate or deactivate these skills based on business requirements. For information about modifying Now Assist skills, see Edit a Now Assist skill.