--- sourceDocument: Brazil IT Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/it-service-management Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil IT Service Management ft:clusterId : - itsm bundleId : - itsm workflow : - Technology --- # Exploring IT Service Management # Exploring IT Service Management {#ariaid-title1} Release version: Brazil Updated September 10, 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 Exploring IT Service Management IT Service Management (ITSM) in the Brazil release leverages the ServiceNow AI Platform to provide resilient, AI-powered IT services that enhance how organizations support employees, empower agents, and optimize IT operations. ITSM automates workflows and accelerates issue resolution, delivering a seamless service experience across the IT organization. Show full answer Show less ## Enhance IT Service Experience * Automates routine agent tasks and incident triaging through AI, reducing manual bottlenecks. * Enables staff to handle more requests efficiently without increasing headcount. * Supports interaction through the Employee Center portal for faster resolution. ## Consolidate IT Services * Replaces multiple tools with a single platform to ensure consistent service delivery across all request types. * Allows centralized management of resources, performance tracking, and reporting from one reliable source. ## Enable Self-Service * Reduces ticket volume by empowering employees with tools to find answers independently via a unified self-service portal. * Integrates Knowledge Management and the Employee Center dashboard to provide searchable knowledge articles and automated request fulfillment. * Monitors device health and application performance proactively to resolve issues before impact. * Offers self-service tools for employees to fix common device issues without submitting tickets. ## Improve IT Productivity * Uses generative AI and agentic workflows for faster incident resolution and automated routine task handling such as incident assignment and risk assessment. * ServiceNow Otto provides AI-powered summarization, resolution recommendations, and incident categorization. * ITSM Virtual Agent delivers 24/7 support and resolution suggestions, reducing manual triage and speeding response times. ## Gain Visibility into Processes and Services * Utilizes real-time analytics and Performance Analytics to track IT service performance and identify improvement areas. * Surfaces trends from current and historical data to support informed decision-making and targeted automation. ## Access ITSM on Mobile * The ITSM mobile agent app enables users to manage assigned work, receive notifications, and approve or reject requests on iOS and Android devices. IT Service Management delivers resilient, AI-powered IT services that transform how organizations support employees, empower agents, and optimize operations. Built on the ServiceNow AI Platform, ITSM intelligently automates workflows, accelerates issue resolution, and provides exceptional service experiences across your entire IT organization. ## Enhance IT service experience {#exploring-itsm__section_enhance-it-services} Automate routine agent interactions and accelerate resolution from the Employee Center portal. AI automates incident categorization and assignment, eliminating bottlenecks from manual triaging. IT staff can handle more requests without additional headcount and focus on higher-priority work. See: [Employee Center for IT Service Management](https://www.servicenow.com/docs/access?context=itsm-n-ec-integration&version=brazil&pubname=brazil-employee-service-management&ft:locale=en-US). ## Consolidate IT services {#exploring-itsm__section_consolidate-it-services} Replace multiple tools with a single system to deliver consistent service experiences across all request types. Consolidating IT services lets you manage and allocate resources, track performance, and report on performance data from one reliable source. See: [Service Operations Workspace for ITSM](https://www.servicenow.com/docs/Ypnn8z3SVzXufWhh0~8FUA "ServiceNow Service Operations Workspace is a configurable workspace included in ITSM Professional and Enterprise subscriptions that provides a unified experience for multiple IT Service Management and IT Operations Management workflows. Configure your agent experience using the easy-to-navigate interface of Service Operations Workspace for ITSM."), [Platform Analytics ITSM Dashboards](https://www.servicenow.com/docs/nbypoG3n41mCu4nA_tdMJA "The ITSM Dashboards content pack provides several Platform Analytics Solutions that contain preconfigured dashboards. This content pack also includes several dashboards and indicators of its own. These dashboards contain actionable data visualizations that help you improve your business processes and practices."), [ServiceNow Otto for IT Service Management (ITSM)](https://www.servicenow.com/docs/Hpm4OrCXUOqNR4URp~27Ag "Use the ServiceNow ServiceNow Otto for IT Service Management (ITSM) application to summarize the incident information, generate incident resolution notes, and summarize the chat for an interaction. You can enable your agents to understand the chat and incident context so that they can propose quicker resolutions to your requesters."), [Walk-up Experience](https://www.servicenow.com/docs/cVVDt7T3Y44g7nspbOKnIA "Walk-up Experience aims to enhance the user experience by providing in-person as well as remote assistance to the users for their IT-related issues.") ## Enable self-service {#exploring-itsm__section_self_service} Reduce ticket volume by giving employees the tools to find answers without contacting the service desk. ITSM integrates with [Knowledge Management in Service Operations Workspace](https://www.servicenow.com/docs/9bPvhbwWtgfdyyoskQ1cFQ "Knowledge articles provide agents with information such as self-help, troubleshooting, and task resolution.") and the [Employee Center dashboard](https://www.servicenow.com/docs/access?context=employee-center&version=brazil&pubname=brazil-employee-service-management&ft:locale=en-US) to deliver searchable knowledge articles and automated request fulfillment through a single self-service portal. Digital End-User Experience monitors device health and application performance, enabling proactive issue resolution before employees experience problems. Automated remediation and the Desktop Experience application give employees self-service tools to resolve common device issues without creating tickets. See: [Digital End-User Experience](https://www.servicenow.com/docs/gkQfKLQ97srHHAb80BvAvg "ServiceNow Digital End-User Experience (DEX) application provides end-to-end visibility into the health of applications, networks, and end-user devices. IT teams can detect issues, remediate them, and help employees resolve issues independently."), [Use DEX Desktop Assistant](https://www.servicenow.com/docs/LocVslfGHt2R8pZRlVst7w "Use DEX Desktop Assistant to get quick access to self-service and diagnostic tools, notifications about outages and announcements, and support resources."), [Proactive Engagement overview](https://www.servicenow.com/docs/KpM2qb8ZSHE4zB2peFPlbg "Proactive Engagement is a solution where the self-resolution remediation process is proactive, seamless, and consistent without the organization having to publish all solution sets."), [Digital End-user Experience Self-service overview](https://www.servicenow.com/docs/ZkFr9KITZJ98uMHiVTDyhQ "Digital End-user Experience Self-service (DEX Self-service) enables you to monitor device health performance and view and resolve detected issues."), [Incident investigation with DEX](https://www.servicenow.com/docs/6V0wTqE3ymFJIWz67romRA "Service desk agents can diagnose and resolve issues for Digital End-User Experience (DEX) monitored devices from an incident record by using DEX diagnostics and suggested resolutions.") ## Improve IT productivity {#exploring-itsm__section_improve-it-productivity} Accelerate resolution with generative AI and agentic workflows. ServiceNow Otto for IT Service Management (ITSM) provides agents with AI-powered summarization, resolution recommendations, and automated incident categorization. Agentic workflows autonomously handle routine tasks such as incident assignment, change planning, and risk assessment. For more information, see [ServiceNow Otto for IT Service Management (ITSM)](https://www.servicenow.com/docs/Hpm4OrCXUOqNR4URp~27Ag "Use the ServiceNow ServiceNow Otto for IT Service Management (ITSM) application to summarize the incident information, generate incident resolution notes, and summarize the chat for an interaction. You can enable your agents to understand the chat and incident context so that they can propose quicker resolutions to your requesters."). ITSM Virtual Agent handles common questions and gives employees 24/7 support. Service desk agents get resolution suggestions based on similar incidents, reducing manual triage and speeding up response times. See: [ITSM Virtual Agent](https://www.servicenow.com/docs/kPVij5IDWI6_V~dkSngM2A "You can use ITSM Virtual Agent to support and scale your IT organization. With ITSM Virtual Agent, your technicians can address more challenging IT-related user requests and incidents."), [Task Intelligence for ITSM](https://www.servicenow.com/docs/Q8LbFI6Mt2MXn68LnmYeQA "ServiceNow Task Intelligence for ITSM uses machine learning to set up, deploy, and track solution-based models to achieve important business outcomes."), [ITSM Mobile Agent](https://www.servicenow.com/docs/00omJ~MlpFTcAwIOuEaffA "The ServiceNow ITSM Mobile Agent app delivers base system mobile-first experiences designed for IT agents to triage, act on, and resolve incidents on the go."), [Workforce Optimization for ITSM](https://www.servicenow.com/docs/~8RNut4Mnq4XKEn8kWe48g "Manage and maintain the productivity of your workforce from a single location using Workforce Optimization for ITSM. Using this application, you can efficiently manage your team's skills and schedules, route work assignments to your team, and monitor their performance.") ## Gain visibility into processes and services {#exploring-itsm__section_itsm-analytics} Use real-time analytics across IT services to track performance and identify improvement opportunities. Performance Analytics surfaces trends from current conditions and historical data, helping teams make informed decisions and target areas for automation. See: [ITSM Success Dashboard indicators](https://www.servicenow.com/docs/i6TiSNdXOygmKOAjODf47w "ITSM Success Dashboard indicators provide insights to the IT leadership team and process owners so that they can measure the performance of their ITSM implementation using the KPIs defined by ServiceNow."), [Platform Analytics ITSM Dashboards](https://www.servicenow.com/docs/nbypoG3n41mCu4nA_tdMJA "The ITSM Dashboards content pack provides several Platform Analytics Solutions that contain preconfigured dashboards. This content pack also includes several dashboards and indicators of its own. These dashboards contain actionable data visualizations that help you improve your business processes and practices."), [Platform Analytics KPIs and dashboards](https://www.servicenow.com/docs/Cds4yn~4qVz3leldPW2Aow "Use the dashboards to monitor the operational KPIs and identify areas for improvement, optimize processes, to achieve their strategic goals."), [Continual Improvement Management](https://www.servicenow.com/docs/8xvIxjGxBP25DPYjQ~0W7g "The ServiceNow Continual Improvement Management (CIM) application enables you to request improvement opportunities, and implement phases and tasks to meet performance goals, track progress, and measure success.") ## Access ITSM on mobile {#exploring-itsm__section_mobile} Use the ITSM mobile agent to access work assigned to you or your group, receive push notifications, and approve or reject change requests and requested items. The ITSM mobile agent is available on iOS from the Apple App Store and on Android from the Google Play Store. See: [ITSM Mobile Agent](https://www.servicenow.com/docs/00omJ~MlpFTcAwIOuEaffA "The ServiceNow ITSM Mobile Agent app delivers base system mobile-first experiences designed for IT agents to triage, act on, and resolve incidents on the go.") **Related reference** * [IT Service Management applications](https://www.servicenow.com/docs/uiIzz4_RE0ozRUGjd5g36Q "IT Service Management (ITSM) provides a suite of applications that help organizations manage the end-to-end delivery of IT services, from incident resolution to change management and continuous improvement.")