---
sourceDocument: Australia Release Notes
sourceDocumentLink: https://www.servicenow.com/docs/r/release-notes

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Release Notes

ft:clusterId :

    - rn

bundleId :

    - rn


---

# Enterprise Service Management Foundation release notes

# Enterprise Service Management Foundation release notes {#ariaid-title1}

Release version: Australia  
Updated April 2, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 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 Enterprise Service Management Foundation release notes

The Enterprise Service Management (ESM) Foundation, introduced in the Australia release of ServiceNow, unifies multiple service domains including IT, HR, finance, procurement, legal, and workplace services on a single AI-powered platform.
Designed for midsize companies, it simplifies implementation, service delivery, and enhances the employee experience by providing a streamlined, cohesive service request process across business units.
Show full answer Show less  
This solution combines the Core Business Suite and Simplified IT Service Management to break down service silos and enable seamless cross-departmental workflows. It leverages AI-driven guided setup and preset configurations to remove the complexity from configuration and deployment.

## Key Features

* **Unified Service Delivery:** Integrates Core Business Suite with Simplified IT Service Management to deliver a comprehensive service platform across IT and business functions.
* **AI-Driven Guided Setup:** Offers AI-powered setup tools with preset configurations and a centralized implementation console for easy deployment.
* **Cross-Functional Workflows:** Routes employee queries efficiently across departments, enhancing service coordination.
* **ServiceNow Store Availability:** ESM Foundation is accessible through the ServiceNow Store, facilitating easy app management and updates.
* **New Plugins Supporting ESM Foundation:** Includes plugins like ServiceNow Otto for Setup, Implementation Agent Content and Common, Simplified IT Service Management, and Core Business Suite Foundation for enhanced functionality and administration.
* **AI Licensing Tiers:** Offers three AI tiers---Foundation (basic insights), Advanced (productivity enhancements), and Prime (autonomous AI and asset creation)---to match organizational needs.
* **Related Applications:**
  * **Simplified IT Service Management:** Provides incident and request management, AI-assisted service desk, and unified employee center capabilities.
  * **Core Business Suite:** Manages cases and knowledge across HR, finance, legal, and other core business functions.
  * **AI Admin Hub:** Powers generative AI features like chat summarization, resolution notes, knowledge article creation, email drafting, and agentic workflows.

## Practical Benefits for ServiceNow Customers

* **Streamlined Implementation:** Guided, AI-driven setup reduces deployment time and complexity.
* **Enhanced Employee Experience:** A unified portal and AI-powered routing provide employees with a single point of contact for diverse service needs.
* **Improved Service Efficiency:** Cross-functional workflows and AI automation help resolve requests faster and more accurately.
* **Scalable AI Capabilities:** Flexible AI licensing allows organizations to adopt AI features progressively according to their maturity and requirements.
* **Single Platform Integration:** Combines IT and business services in one platform, reducing silos and operational overhead.  
The ServiceNow®
Enterprise Service Management (ESM) Foundation unifies IT, HR, finance, procurement, legal, and workplace services on one AI platform, delivering a simplified and unified implementation, service delivery, and employee experience for midsize companies. Enterprise Service Management Foundation is a new solution in the Australia release.

## Enterprise Service Management Foundation highlights for the Australia release {#employee-service-management-foundation-rn__employee-service-management-foundation-rn-highlights}

* Provide streamlined service request experience across business units by leveraging the capabilities of Core Business Suite along with the Simplified IT Service Management in the ESM Foundation solution.
* Deploy with AI-driven guided setup, preset configurations, and a centralized implementation console that eliminates the need for complex configuration procedures.
* Deliver cross-functional workflows that route employee queries across departments.
{#employee-service-management-foundation-rn__ul_bmt_hxl_53c}

See [Enterprise Service Management Foundation](https://www.servicenow.com/docs/access?context=esm-foundation&version=australia&pubname=australia-better-together&ft:locale=en-US) for more information.{#employee-service-management-foundation-rn__employee-service-management-foundation-rn-highlights-2}
Important:  
Enterprise Service Management Foundation is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.

## Enterprise Service Management Foundation features {#employee-service-management-foundation-rn__employee-service-management-foundation-rn-new-features}

[Enterprise Service Management Foundation](https://www.servicenow.com/docs/access?context=esm-foundation&version=australia&pubname=australia-better-together&ft:locale=en-US)
:   Enterprise Service Management Foundation brings together Core Business Suite and Simplified IT Service Management to create a comprehensive, AI-enabled service delivery platform.
:   The integration eliminates service silos and provides employees with a unified experience for all their service needs across IT, HR, finance, legal, workplace services, and procurement.

## Activation information {#employee-service-management-foundation-rn__employee-service-management-foundation-rn-activation}

Enterprise Service Management Foundation is available in the ServiceNow Store. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) 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](https://www.servicenow.com/docs/r/store-release-notes/sn-store-release-notes.html). For more details on the individual products, see [Core Business Suite release notes](https://www.servicenow.com/docs/38eY42GpSWzb3nvApOTO5w "The ServiceNow Core Business Suite (CBS) application lays the foundation to unify disjointed processes across business units. It’s a collection of modules that fulfills different business needs for different personas within a single product suite. CBS is a new application in the Australia release.") and [Simplified IT Service Management release notes](https://www.servicenow.com/docs/25qrl_cqlBpZ4BR44nhlkw "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.").{#employee-service-management-foundation-rn__employee-service-management-foundation-rn-activation-1}

## Plugin information {#employee-service-management-foundation-rn__employee-service-management-foundation-rn-plugin-info-new}

New plugins{#employee-service-management-foundation-rn__employee-service-management-foundation-rn-new-plugins}

:   The following plugins are new in Australia:

    * ServiceNow Otto for Setup (sn_ia): Simplifies instance management with a modular admin home dashboard and enables the Core Business Suite guided setup experience.
    * Implementation Agent Content (sn_ia_content): Provides content assets for the Implementation Agent guided setup experience.
    * Implementation Agent Common (sn_ia_common): Provides common components shared across the Implementation Agent framework.
    * Simplified IT Service Management (sn_ai_itsm_cont): Provides a tailored service desk with a central workspace, AI agent chat, an Employee Slate, and Now Assist to streamline ITSM and enhance productivity.
    * Core Business Suite Foundation: Provides streamlined employee and supplier case and knowledge management to improve service request management across departments. For detailed plugin information for Core Business Suite, see [Core Business Suite release notes](https://www.servicenow.com/docs/38eY42GpSWzb3nvApOTO5w "The ServiceNow Core Business Suite (CBS) application lays the foundation to unify disjointed processes across business units. It’s a collection of modules that fulfills different business needs for different personas within a single product suite. CBS is a new application in the Australia release.").
      * The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:
        * Foundation: AI basics to deliver insights
        * Advanced: AI to boost productivity across relevant use cases
        * Prime: Act autonomously with all AI assets, and create your own

        {#employee-service-management-foundation-rn__ul_szz_vjt_43c}For more information, see [ServiceNow product tiers](https://www.servicenow.com/docs/access?context=ai-native-sku-overview&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).

## Related ServiceNow applications and features {#employee-service-management-foundation-rn__employee-service-management-foundation-rn-related-apps}

[Simplified IT Service Management](https://www.servicenow.com/docs/access?context=ai-native-it-service-desk-landing-page&version=australia&pubname=australia-it-service-management&ft:locale=en-US)
:   Provides the Simplified IT Service Management foundation with incident management, request management, catalog items, service channels, and AI-powered fulfiller experience. When combined with Core Business Suite, it extends the unified Employee Center and AI capabilities across all business service domains.

[Core Business Suite](https://www.servicenow.com/docs/access?context=cbs-landing&version=australia&pubname=australia-core-business-suite&ft:locale=en-US)
:   Provides case and knowledge management for core business functions including Human Resources, Finance, Health and Safety, Legal, Source-to-Pay, and Workplace Services. When combined with Simplified IT Service Management, it delivers a unified employee experience where IT and business requests are handled through a single portal with cross-functional AI routing.

[AI Admin Hub](https://www.servicenow.com/docs/access?context=platform-now-assist-landing&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US)
:   Powers the generative AI capabilities embedded throughout ESM Foundation, including chat summarization, resolution notes generation, knowledge base article generation, and email drafting. It also provides agentic workflows
    for both IT and business service teams.