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

How to use this page

To help you prepare for your upgrade, we have combined the cross-family 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 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 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. 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. 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. See Configuring Simplified Change Management. 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. 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 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 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 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 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 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 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 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 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 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. See Simplified IT Service Management for more information.