Combined Simplified IT Service Management release notes for upgrades from Zurich to Australia

  • Release version: Australia
  • Updated August 11, 2026
  • 6 minutes to read
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    Summary of Combined Simplified IT Service Management release notes for upgrades from Zurich to Australia

    This consolidated document presents the key updates and guidance for ServiceNow customers upgrading Simplified IT Service Management (ITSM) from the Zurich release family to the Australia release. It highlights new features, configuration enhancements, and important upgrade tasks to help you leverage the latest AI-driven and employee-focused capabilities introduced in Australia.

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    New Features

    • Employee Experience Enhancements:
      • Employee Center Portal: Offers a simplified, conversational self-service experience with chat, catalog browsing, knowledge base access, and multi-channel support including email, Microsoft Teams, and Slack. It includes prebuilt catalog items and requester surveys to improve engagement.
      • Employee Slate: A conversational portal integration supporting Now Assist and Moveworks to submit requests/incidents, view chat history, receive task notifications, and customize task canvases. It serves as the primary engagement tool for incident and request notifications starting from version 3.1.
    • Simplified Fulfiller Experience: IT support agents benefit from AI-powered recommendations for resolution steps, knowledge articles, incident summaries, and response generation. The updated incident form layout and inclusion of catalog tasks on the homepage streamline work management. A role-based manager dashboard offers key service desk metrics with filtering options.
    • Automated and Guided Administrator Experience: Administrators can set up multiple ITSM workflows using a guided, conversational interface. Key features include:
      • Default configurations applied on installation, modifiable by admins.
      • Guided setup for Employee Slate, configuration items, Change Management, and inbound Gmail email integration.
      • Role-based configuration capabilities for Incident and Request Management using dedicated admin roles.
      • Configuration of change forms and lists via the Configuration Console.
      • Conversational AI agents enable natural language configuration of ITSM workflows from a single admin UI.
      • Redirection to Service Operations Workspace Admin Center for advanced workflows such as Problem Management and Major Incident Management.

    Upgrade Preparation and Activation

    Before upgrading, review and complete the recommended pre- and post-upgrade tasks. To activate Simplified IT Service Management in Australia, request entitlement through the ServiceNow Store and install the application. The store also provides cumulative release notes and version history for all related apps.

    Changes, Removals, and Deprecations

    No updates, removals, or deprecations were recorded for Simplified IT Service Management features between Zurich and Australia releases.

    Additional Considerations

    • Browser, Accessibility, and Localization: No new requirements or updates were introduced in these areas.
    • Highlights: Australia release emphasizes an AI-first, centralized admin experience and a conversation-first employee interaction model, enhancing both employee self-service and fulfiller productivity.

    What You Can Expect

    Upgrading to Australia enables you to:

    • Deliver a modern, AI-powered, multi-channel employee self-service experience via Employee Center and Employee Slate.
    • Enhance IT support efficiency with AI-driven recommendations and simplified incident/request management interfaces.
    • Configure and manage ITSM workflows through an intuitive, guided, and conversational admin experience, improving setup speed and accuracy.
    • Maintain seamless operational continuity with no deprecated features and straightforward activation through the ServiceNow Store.

    Consolidated page of all release notes for Simplified IT Service Management from Zurich to Australia.

    How to use this page

    To help you prepare for your upgrade, we have combined the cross-family Simplified IT Service Management release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Zurich to Australia.

    Tip:
    If there were no updates for a release notes section in a certain family release, we included a short note for your reference. For example, if a product did not have any updates in Tokyo, the row says "No updates for this release."

    Important information for upgrading Simplified IT Service Management to Australia

    Before you upgrade to Australia, review these pre- and post-upgrade tasks and complete the tasks as needed.

    Release Release notes

    Zurich

    		 No updates for this release.

    Australia

    		 No updates for this release.

    New features

    Between your current release family and Australia, new features were introduced for Simplified IT Service Management.

    Release Release notes

    Zurich

    		 No updates for this release.

    Australia
    Simplified employee experience through Employee Center portal
    Simplify employee experience by leveraging the automated self-service and browsing experience in the Employee Center portal. The following capabilities are available as part of the employee experience:
    • A simplified Employee Center portal with a conversational experience that supports chat, catalog, and knowledge content.
    • Prebuilt catalog items for common IT issues and requests.
    • Requester surveys for incidents and requested items.
    • Multi-channel support through Employee Center, email, Microsoft Teams, and Slack.
    • Starting in version 3.2, a simplified request process in which a request is created for an order guide submission and requested item is created for a catalog item request.
    Simplified employee experience through Employee Slate
    Starting in version 3.0, simplify employee experience by leveraging the conversational experience in Employee Slate. The following capabilities are available as part of this experience for Employee Slate integration with both Now Assist and Moveworks:
    • A simplified portal with a conversational experience that enables employees to submit requests and incidents.
    • A canvas that can be customized for quick reference of employee tasks.
    • Chat history of active and closed conversations.
    • Notifications for employee tasks.
    • Starting in version 3.1, Employee Slate as primary engagement experience for incident and request notifications.
    • Starting in version 3.2, a simplified request process in which a request is created for an order guide submission and requested item is created for a catalog item request.
    Simplified fulfiller experience
    Provide an efficient IT support experience for incident and request management by leveraging AI recommendations for the following:
    • Resolution steps and knowledge base recommendations
    • Incident and chat summaries
    • Resolution notes and email response generation
    • Recommended actions such as linking similar incidents or ordering catalog items

    A role-based manager dashboard with key service desk metrics, date-range filtering, and agent-level filtering is available.

    Starting in version 3.0, the simplifled fulfiller experience includes these updates.
    • Catalog tasks are shown on the home page so they can be tracked alongside incidents and requests.
    • The incident details layout has been updated on the incident form, including the position of attachments and configuration items.
    Automated and guided administrator experience
    Set up multiple ITSM workflows (incident management and request management) by leveraging the guided and conversational setup process. The following capabilities are available for administrators:
    • Default configuration settings that are automatically applied to installed products or modules. You can review and modify these settings.
    • A guided configuration experience for ITSM workflows.
      • Starting in version 3.0, a guided experience is available for the following configurations:
        • Employee Slate
        • Configuration items
        • Core setup areas required to make Change Management operational.
      • Starting in version 3.0, redirection to Service Operations Workspace Admin Center is available to configure advanced ITSM workflows such as Problem Management, Major Incident Management, On-Call Scheduling, and Walk-up Experience.
      • Starting in version 3.1, a guided experience is available for Gmail inbound email configuration.
      • Starting in version 3.2, you can configure Incident Management using the sn_incident_admin role and Request Management using the sn_request_admin role.
      • Starting in version 3.2, admins can configure change forms and lists in the Configuration Console. See Configuring Simplified Change Management
    • AI agents to configure ITSM workflows from a single admin UI page using natural language. See Conversational AI Agents for configurations.

    Changes

    Between your current release family and Australia, some changes were made to existing Simplified IT Service Management features.

    Release Release notes

    Zurich

    		 No updates for this release.

    Australia

    		 No updates for this release.

    Removed

    Between your current release family and Australia, some Simplified IT Service Management features or functionality were removed.

    Release Release notes

    Zurich

    		 No updates for this release.

    Australia

    		 No updates for this release.

    Deprecations

    Between your current release family and Australia, some Simplified IT Service Management features or functionality were deprecated.

    Release Release notes

    Zurich

    		 No updates for this release.

    Australia

    		 No updates for this release.

    Activation information

    Review information on how to activate Simplified IT Service Management.

    Release Release notes

    Zurich

    		 No updates for this release.

    Australia

    Request the entitlement for IT Service Management from the ServiceNow Store and then install it. Visit the ServiceNow Store to view all the available apps, and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.

    Additional requirements

    If any additional requirements were introduced or changed for Simplified IT Service Management we have noted them here.

    Release Release notes

    Zurich

    		 No updates for this release.

    Australia

    		 No updates for this release.

    Browser requirements

    If any specific browser requirements were introduced or changed for Simplified IT Service Management we have noted them here.

    Release Release notes

    Zurich

    		 No updates for this release.

    Australia

    		 No updates for this release.

    Accessibility information

    Review details on accessibility information for Simplified IT Service Management, such as specific requirements or compliance levels.

    Release Release notes

    Zurich

    		 No updates for this release.

    Australia

    		 No updates for this release.

    Localization information

    If there are specific localization considerations for Simplified IT Service Management we have noted them here.

    Release Release notes

    Zurich

    		 No updates for this release.

    Australia

    		 No updates for this release.

    Highlight information

    If there are specific highlight considerations for Simplified IT Service Management we have noted them here.

    Release Release notes

    Zurich

    		 No updates for this release.

    Australia
    • Configure your ITSM workflows with an AI-first, centralized, and guided administrator experience.
    • Take advantage of conversational AI agents to configure ITSM workflows.
    • Enable employees to find answers, order items, create incidents, and check status on the Employee Center portal through an AI-first, multi-channel experience.
    • Enable fulfillers to experience simplified incident and request management through an AI-first experience with IT support.
    • Starting in version 3.0, following capabilities are available:
      • Configure Change Management, Employee Slate, and configuration items through a guided experience.
      • Navigate to Service Operations Workspace Admin Center to configure advanced ITSM workflows such as Problem Management, Major Incident Management, On-Call Scheduling, and Walk-up Experience.
      • Enable a conversation-first experience for employees with Employee Slate. It has a unified Activity Hub showing open incidents and requested items, fulfillment progress, and a simplified request experience.
    • Starting in version 3.1, following capabilities are available:
      • Enable the Employee Slate experience when redirected from incident and request notifications.
      • Configure the inbound email setup for Gmail alongside the ServiceNow account option.
    • Starting in version 3.2, following capabilities are available:
      • Configure Incident Management and Request Management in the product console using granular roles.
      • Simplified request process in Employee Slate and Employee Center.

    See Simplified IT Service Management for more information.