IT Service Management release notes
Summarize
Summary of IT Service Management release notes
The ServiceNow® IT Service Management (ITSM) application introduced in the Australia release streamlines IT service workflows with an AI-first approach. It offers a unified, simplified experience for employees, fulfillers (service desk agents), and administrators, enabling automated configuration and enhanced service delivery.
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Key Features
- Simplified Employee Experience: Employees access the Employee Center portal or Employee Slate for a conversational, multi-channel interface supporting chat, catalog browsing, incident creation, and status tracking. Employee Slate integration (version 3.0+) adds customizable canvases, chat history, and notifications.
- Simplified Fulfiller Experience: IT support agents benefit from AI-driven recommendations for incident resolution, knowledge base suggestions, chat and incident summaries, and automated response generation. A role-based manager dashboard offers key service desk metrics with filtering capabilities.
- Automated and Guided Administrator Experience: Administrators configure core ITSM workflows such as Incident Management, Request Management, Change Management, and Employee Slate through a guided, conversational setup interface using AI agents. Advanced workflows like Problem Management and Major Incident Management are configured via the Service Operations Workspace Admin Center.
- Multi-Channel Support: The platform supports interactions via Employee Center, email, Microsoft Teams, and Slack, ensuring broad accessibility for users.
Activation and Deployment
IT Service Management is available as a ServiceNow Store application requiring entitlement request and installation. Administrators can access setup and configuration tools through the guided experiences and the Service Operations Workspace Admin Center.
Related Capabilities
- Setup Hub: Provides a centralized Admin Home dashboard for instance management and task completion.
- Now Assist: Delivers embedded generative AI features such as chat summarization and resolution note generation to enhance IT team workflows.
- Enterprise Service Management Foundation: Unifies multiple service domains (IT, HR, Finance, etc.) on a single AI platform, offering a simplified implementation and user experience for mid-size companies.
This release empowers ServiceNow customers to deploy and manage ITSM workflows efficiently with AI-enhanced automation and streamlined user experiences, improving service delivery and operational agility.
The ServiceNow® IT Service Management application provides simplified and automated implementation for administrators and a unified user experience for employees and fulfillers (service desk agents). IT Service Management is a new application in the Australia release.
IT Service Management highlights for the Australia release
- 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.
See Simplified IT Service Management for more information.
IT Service Management features
- 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 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.
- 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.
- AI agents to configure ITSM workflows from a single admin UI page using natural language. See Conversational AI Agents for configurations.
Activation information
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.
Plugin information
IT Service Management is available as a ServiceNow Store application.