--- 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 --- # Fulfiller experience # Fulfiller experience in Simplified IT Service Management {#ariaid-title1} Release version: Brazil Updated September 22, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 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 Fulfiller experience in Simplified IT Service Management The Simplified IT Service Management fulfiller experience in ServiceNow provides streamlined incident and request management enhanced with AI-driven recommendations. It is designed to help fulfillers efficiently manage, investigate, and resolve incidents and requests while improving accuracy and reducing resolution times. Show full answer Show less ## Key Features * Automatically create incidents or requests directly from live chats or phone calls, capturing conversation summaries for seamless handoffs. * Generate AI-driven incident and chat summaries, resolution notes, email responses, and suggest next steps to expedite resolution. * Attach relevant knowledge articles, link similar incidents, and order catalog items to support issue resolution and documentation. * Access a comprehensive Service Desk Manager dashboard for visibility into team performance metrics like backlog and mean time to resolution (MTTR). * Use the left navigation bar for quick access to core Simplified IT Service Management functions without disrupting workflow. ## Agentic Workflows The experience includes three AI-powered agentic workflows, each requiring the Service Desk Agent \[snservicedeskagent\] role: * **Triage and Categorize:** Automatically analyzes incident details to assign categories, services, and link to major incidents or problems, improving routing accuracy and reducing manual effort. It can detect surges of similar incidents and suggest new major incidents. * **Investigate and Resolve:** Provides targeted resolution steps, relevant knowledge articles, and similar past incidents to assist fulfillers in troubleshooting routine issues efficiently. * **Wrap-up and Resolve:** Facilitates incident closure by setting the state to Resolved and suggesting knowledge or known error articles for documentation and future reference. **Note:** AI-generated suggestions from these workflows should always be reviewed by fulfillers before application, as accuracy can vary. ## Practical Use and Access The Simplified IT Service Management home page can be accessed via the Service Operations Workspace and displays metrics such as assigned, overdue, and unassigned incidents, requests, and catalog tasks. Users with the Service Desk Agent role see the Simplified ITSM view by default, while removing this role (when combined with itil/admin roles) enables access to advanced features. Fulfillers can invoke agentic workflows using specific keywords followed by the incident number (e.g., "triage and categorize 12345", "investigate 12345", or "wrap-up 12345") to trigger AI assistance directly within their workflow. ## Benefits for ServiceNow Customers * Improves incident categorization and routing accuracy, reducing manual workload and accelerating response times. * Enhances fulfiller productivity with AI-driven recommendations, allowing focus on complex issues. * Supports consistent documentation through automated attachment of knowledge and known error articles. * Provides real-time visibility into service desk performance to enable better management decisions. * Facilitates seamless collaboration and incident handling via integrated chat and communication features. The Simplified IT Service Management fulfiller experience consists of simplified incident and request management with AI recommendations. ## Fulfiller experience key features {#fulfiller-experience-ai-native-itsm__section_jgl_ymf_whc} These are the fulfiller experience key features with Simplified IT Service Management. * Automatically create an incident or request from a chat. * Provide incident and chat summaries and suggest next steps. * Generate recommendations, resolution notes, summaries, and email responses. * Attach knowledge articles, link similar incidents, and order catalog items. * Automatically capture conversation summary when a live chat is handed off to a fulfiller. * Provide a Service Desk Manager dashboard. {#fulfiller-experience-ai-native-itsm__ul_a23_34f_whc} ## Simplified IT Service Management home page {#fulfiller-experience-ai-native-itsm__section_kcp_grf_whc} You can access the Simplified IT Service Management home page from Service Operations Workspace. Note: For users that have the Service Desk Agent \[sn_service_desk_agent\] role, the Simplified IT Service Management view is shown (even with Advanced and Prime product tiers). To access advanced flow features, such as with Major Incident Management or the full Service Operations view for each workflow, ensure that the user does not have the sn_service_desk_agent role with itil/admin roles. The Simplified ITSM landing page contains these main metrics: * Assigned to you: Incidents, requests, and catalog tasks that are assigned to you. * Overdue: Incidents, requests, and catalog tasks that are breaching or about to breach. * Unassigned: Incidents, requests, and catalog tasks that are waiting to be assigned. {#fulfiller-experience-ai-native-itsm__ul_qgc_mrf_whc} Also included are the Incidents, Requests, and Catalog Tasks lists. ## Triage and Categorize agentic workflow {#fulfiller-experience-ai-native-itsm__section_triage_categorize_flow} The Triage and Categorize agentic workflow automatically evaluates incoming incidents to determine the appropriate category, subcategory, service, offering, and configuration item. This workflow executes based on trigger conditions you define and reduces manual categorization effort and improves routing accuracy. To use this workflow, you must have the Service Desk Agent \[sn_service_desk_agent\] role. The workflow evaluates incident details such as description, symptoms, and affected services to automatically assign the most appropriate category. This routes incidents to the right team and reduces time to resolution. The workflow also links the incident to a matching Major Incident or Problem when one exists. If no confident match is found, the workflow checks for a surge of 10 or more similar incidents within 30 minutes. When it detects a surge, it proposes a new Major Incident instead of linking the current incident. Note: AI-generated categorization and routing suggestions may not always be accurate. Review all automated assignments before taking action. Fulfillers can invoke the workflow by using keywords such as, "triage and categorize" followed by the incident number. For more information, see [IT Service Management AI agent collection Triage and categorize ITSM incidents agentic workflow](https://www.servicenow.com/docs/_jOHubt7y0NzhBWA6Q_s0g "Use the Triage and categorize ITSM incidents AI agent team to assign incident categories and subcategories. Then, assign the service, service offering, and the configuration items (CI), and also link major incidents, and known problems autonomously."). ## Investigate and Resolve agentic workflow {#fulfiller-experience-ai-native-itsm__section_investigate_resolve_flow} The Investigate and Resolve agentic workflow enables fulfillers to resolve incidents more efficiently by automatically suggesting resolution steps, related knowledge articles, and similar past incidents. This workflow executes based on trigger conditions you define. To use this workflow, you must have the Service Desk Agent \[sn_service_desk_agent\] role. The workflow analyzes the incident details and context to provide targeted recommendations for investigation and resolution. This enables fulfillers to focus on complex issues while the AI agent handles routine troubleshooting and information gathering. Note: AI-generated recommendations may not always be accurate. Review all suggestions before applying them to an incident. Fulfillers can invoke the workflow by using keywords such as, "investigate" or "tell me about" followed by the incident number. For more information, see [IT Service Management AI agent collection Investigate and resolve ITSM incidents agentic workflow](https://www.servicenow.com/docs/r42k1aUrd4jWUNY_lUDaQA "Use the Investigate and resolve ITSM incidents AI agent team to get recommendations to resolve an incident based on the incident number. Check for related catalog items, Knowledge articles, and similar resolved incidents to generate resolution steps for the incident."). ## Wrap-up and Resolve agentic workflow {#fulfiller-experience-ai-native-itsm__section_wrapup_resolve_flow} The Wrap-up and Resolve agentic workflow enables fulfillers to close out an incident more efficiently. The workflow wraps up the incident and sets the incident state to Resolved. To use this workflow, you must have the Service Desk Agent \[sn_service_desk_agent\] role. After the incident is resolved, the workflow can optionally suggest knowledge articles or known error articles to attach to the incident. This helps document how the incident was resolved and makes the information available for future incidents. Note: AI-generated recommendations may not always be accurate. Review all suggestions before applying them to an incident. Fulfillers can invoke the workflow by using phrases such as, "Wrap-up incident", or "Wrap-up", followed by the incident number. For more information, see [ITSM Wrap-up and resolve incident agentic workflow](https://www.servicenow.com/docs/55YY1gjOussnmhB_tr6Cvg "Use the Wrap-up and resolve incident agentic workflow to generate resolution notes and select resolution code to resolve an incident. Attach the Knowledge Base (KB) article or create a draft Knowledge article. Attach a Known Error (KE) article to the incident record when the resolution code is selected as Known Error. Update duplicate incident information when the resolution code is Duplicate."). * **[Left navigation bar in Simplified IT Service Management](https://www.servicenow.com/docs/p4h_mi0ep3olBHW8X6w5Iw)** The left navigation bar provides quick access to Simplified IT Service Management core functions and workspace navigation without navigating away from your current work. * **[Accept a live chat from a requester](https://www.servicenow.com/docs/2cqfmYkjAfbLnm78owdUAA)** Automatically create an incident by accepting a live chat or phone call from a requester. * **[Generating AI summary and next steps](https://www.servicenow.com/docs/76iHVmiLmxsW9sRKy3uoiw)** You can generate AI summary, key actions taken, proposed next steps, and related search results directly on the incident form to help resolve the incident, and also summarize the incident to gain an overall understanding of the incident details. * **[Using the Service Desk Team Dashboard](https://www.servicenow.com/docs/pDadl1I84xRCWyTG8nCFpg)** Service desk managers can use the Service Desk Team Dashboard to view key performance metrics, including incident and requested item backlog, and team MTTR.