---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# IT Service Management applications

# IT Service Management applications {#ariaid-title1}

* Release version: Australia
* 
* Updated February 11, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read

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.
ITSM manages access and availability of services, fulfills service requests, and improves service delivery using ITIL standards. The applications are available in different subscription packages. For more
information, see [IT Service Management products](https://www.servicenow.com/products/itsm.html).
{#itsm-apps-overview__table-itsm-all-apps__entry__2}

| Application | Description |
|-|-|
| [Asset Management common applications](https://www.servicenow.com/docs/jLsCou7fRyt4cuJKBIFcFA "Asset Management application relies on a seamless integrated ecosystem of applications to deliver complete visibility, control, and optimization of IT assets throughout their lifecycle.") | Track the physical, technological, contractual, and financial aspects of IT assets. |
| [Benchmarks](https://www.servicenow.com/docs/Cqie4fyDIC5EOISQJwC3Lg "The ServiceNow Benchmarks application gives you instant visibility into your key performance indicators (KPIs) and trends, as well as comparative insight relative to industry averages of your peers and to the industry top performers. You can contrast the performance of your organization with recognized industry standards, view a side-by-side comparison of performance with global benchmarks, and implement recommendations for improved performance.") | Get instant visibility into KPIs and trends with comparative insight relative to industry averages. |
| [Change Management](https://www.servicenow.com/docs/uBHHMv4DsgI5VM1mPhonMg "The ServiceNow Change Management application provides a systematic approach to control the life cycle of all changes, facilitating beneficial changes to be made with minimum disruption to IT services.") | Control the life cycle of all changes, facilitating beneficial changes with minimum disruption to IT services. |
| [Coaching](https://www.servicenow.com/docs/A7DHQhvwnZ7E71Uz_lLNpQ "Use ServiceNow Coaching to monitor your teams' performance and coach your employees to improve their skill set.") | Monitor your teams' performance and coach employees to improve their skill set. |
| [Collaboration services](https://www.servicenow.com/docs/zvk3HfQvYqMs6um0AMDBZg "Collaboration services provides a way to communicate and collaborate in real-time. You can directly use a collaboration tool from task records and as a channel within communication plans.") | Communicate and collaborate in real time from task records and through communication plan channels. |
| [Continual Improvement Management](https://www.servicenow.com/docs/JgHwAevxx8Gk0OynekQw1Q "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.") | Request improvement opportunities and implement phases and tasks to meet performance goals. |
| [DevOps Change Velocity](https://www.servicenow.com/docs/yP9HNelD4XsJmRfcSxdciw "With ServiceNow DevOps Change Velocity, you can import data from your DevOps tool chain to the ServiceNow platform and deliver changes faster without sacrificing compliance.") | Import data from your DevOps tool chain to the ServiceNow platform and deliver changes faster without sacrificing compliance. |
| [DevOps Config](https://www.servicenow.com/docs/jICBLELI5aE9LRvN~w6tLQ "The ServiceNow DevOps Config application validates and manages the configuration data of your enterprise applications across every stage of the DevOps pipeline.") | Validate and manage configuration data of enterprise applications across every stage of the DevOps pipeline. |
| [Digital End-User Experience](https://www.servicenow.com/docs/xZEdGqsffmIDESqO46AB1w "ServiceNow Digital End-User Experience (DEX) offers comprehensive monitoring for applications, networks, and devices, promoting optimal performance across all channels. DEX includes Application and Device Health for monitoring performance and compliance, DEX Content Playbook for facilitating remediation with policies and metrics checks, and Desktop Assistant for integrating ServiceNow functionalities into the daily end-user workflows.") | Monitor applications, networks, and devices to promote optimal performance across all channels. |
| [Digital Portfolio Management](https://www.servicenow.com/docs/g8yof6L6ysqPuFFJGuGUAA "Manage and maintain all your solutions (services, service offerings, business applications, and service instances) from a single location using the ServiceNow Digital Portfolio Management (DPM) Workspace. DPM pulls in data from across the ServiceNow platform so you see impacts in the context of solutions that you own or care about.") | Manage and maintain all your solutions from a single workspace. |
| [Digital Product Release](https://www.servicenow.com/docs/AbM4c2U1HExmEagKT2Zh0Q "ServiceNow Digital Product Release (DPR) is a release management solution that helps release managers, product managers, and program managers manage the release process.") | Help release managers, product managers, and program managers plan and manage the release process. |
| [Expense Line](https://www.servicenow.com/docs/kVaVU3VCazztMNt9wkOyXA "Expense lines enable you to track costs and represent when a point-in-time expense incurred. Expense lines can be created manually or generated by the scheduled processing of recurring costs.") | Track costs and manage point-in-time expenses incurred for IT assets. |
| [Incident Communications Management](https://www.servicenow.com/docs/eQEsw7fijrKwfn7cp1~KYw "The ServiceNow Incident Communications Management application enables organizations to create and manage communications related to major business issues or incidents.") | Create and manage communications related to major business issues or incidents. |
| [Incident Management](https://www.servicenow.com/docs/9c8177e7~u2qCzQBofO4uw "Incident Management restores normal service operation while minimizing impact to business operations and maintaining quality.") | Restore normal service operation while minimizing impact to business operations and maintaining quality. |
| [ITSM Mobile Agent](https://www.servicenow.com/docs/qrK2zTNWGz2NU5JkVCJutQ "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.") | Deliver mobile-first experiences for IT agents to triage, act on, and resolve incidents on the go. |
| [ITSM Virtual Agent](https://www.servicenow.com/docs/MGNXQgFpmJoEZUppNkke7w "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.") | Support and scale your IT organization by addressing challenging IT-related user requests and incidents. |
| [Machine learning solutions for IT Service Management](https://www.servicenow.com/docs/fyunHtf21Z4Dh4u_qoopYA "Machine learning in IT service management helps to enhance business scalability and improve business operations for organizations.") | Enhance business scalability and improve operations using machine learning. |
| [ServiceNow Otto for IT Service Management (ITSM)](https://www.servicenow.com/docs/mm9Vg0uhjHK3GzV2DE5UBQ "Use the 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.") | Summarize incident information, generate resolution notes, and enable agents to propose quicker resolutions. |
| [On-Call Scheduling](https://www.servicenow.com/docs/00Qz6chZn3_jkDF74s931g "The On-Call Scheduling application identifies the assigned and available member of a support group, for example, when assigning an incident.") | Identify the assigned and available support group member when assigning an incident. |
| [Problem Management](https://www.servicenow.com/docs/9rskKACjtfrBCfby7nyAtA "The ServiceNow Problem Management application helps you identify the cause of errors in the IT infrastructure that are reported as occurrences of related incidents.") | Identify the cause of errors in the IT infrastructure reported as occurrences of related incidents. |
| [Recommended Actions for ITSM in Service Operations Workspace](https://www.servicenow.com/docs/LGd8rCr4QXw7BGGrFEn5eQ "Get guidance-based or field-level recommendations for records in Service Operations Workspace.") | Provide relevant, contextual, and actionable recommendations in a configurable workspace. |
| [Release Management](https://www.servicenow.com/docs/s0SIPaFzcoklxFeoeM5hjQ "The ServiceNow Release Management v2 application encompasses the planning, design, build, configuration, and testing of hardware and software releases to create a defined set of release components.") | Plan, design, build, configure, and test hardware and software releases to create a defined set of release components. |
| [Request Management](https://www.servicenow.com/docs/WX8HAeMTTblcdmOEcrUczg "Request Management allows employees to submit requests for services, products, or information through a self-service portal. It streamlines fulfillment workflows, reduces manual effort, and improves visibility into request status for both users and agents.") | Request and fulfill catalog items based on defined flows. |
| [Service Builder](https://www.servicenow.com/docs/qug~MeYO8P4ze3SZeDwSVQ "Create and edit services and service offerings using the ServiceNow Service Builder application. Service Builder is an interactive, guided experience as you create and edit services and service offering details. Even though Service Builder is a feature of Service Portfolio Management, its plugin is part of the Digital Portfolio Management list of products in the ServiceNow Store.") | Create and edit services and service offerings using an interactive, guided experience. |
| [Service Level Management](https://www.servicenow.com/docs/EyliCwnJszBjufgpgJQV7g "The ServiceNow Service Level Management (SLM) application helps to gather service requirements as well as monitor and report with regards to agreed service levels (SLAs).") | Gather service requirements and monitor and report on agreed service levels (SLAs). |
| [Service Operations Workspace for ITSM](https://www.servicenow.com/docs/LzoMqXJjvN1C48xgyszeBg "ServiceNow Service Operations Workspace is a configurable workspace 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.") | Configure a unified workspace experience for multiple IT Service Management and IT Operations Management workflows. |
| [Service Portfolio Management](https://www.servicenow.com/docs/YVwDuzbaZQZ2zv9olLLRvQ "ServiceNow Service Portfolio Management enables you to improve your IT business operations and meet customer demands by documenting and managing your IT services using a standardized, structured format.") | Document and manage IT services using a standardized, structured format. |
| [Simplified IT Service Management](https://www.servicenow.com/docs/Y6mrH259_KW4wgrD4Tzkkw "Simplified IT Service Management provides an AI-native solution for simplified and automated implementation, and unified user experience across multiple ITSM applications.") | Simplify implementation and deliver a unified experience across ITSM applications. |
| [ITSM Success Dashboard indicators](https://www.servicenow.com/docs/rJfb2pt1KGh7PDhF5apzgQ "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.") | Measure the performance of your ITSM implementation using KPIs defined by ServiceNow. |
| [Task Intelligence for ITSM](https://www.servicenow.com/docs/zMfo9VMejTdiPNZeVSc8Zg "ServiceNow Task Intelligence for ITSM uses machine learning to set up, deploy, and track solution-based models to achieve important business outcomes.") | Set up, deploy, and track machine learning models to achieve important business outcomes. |
| [Task Outage](https://www.servicenow.com/docs/SvN0u4YooUcnrZGCH0dx2A "CI unavailability, or outage, is the actual down time of a CI. Whenever there is an outage for any of the CI items, the outage information is stored in the Outage [cmdb_ci_outage] table. The Task-Outage table [task_outage] maintains the mapping between the Task [task] table and the Outage [cmdb_ci_outage] table.") | Track configuration item unavailability and manage outage information linked to tasks. |
| [Walk-up Experience](https://www.servicenow.com/docs/HSUFd9gcYN4d3Cit8cQfsw "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.") | Provide in-person and remote assistance to users for their IT-related issues. |
| [Workforce Optimization for ITSM](https://www.servicenow.com/docs/t_Bo08wbV5x183O97ZR7Pg "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.") | Manage team skills, schedules, work assignments, and performance from a single location. |
[Table 1. List of ITSM applications]

{#itsm-apps-overview__table-itsm-all-apps}