Enterprise Service Management Foundation release notes

  • Release version: Australia
  • Updated April 2, 2026
  • 2 minutes to read
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    Summary of Enterprise Service Management Foundation release notes

    The Enterprise Service Management (ESM) Foundation, introduced in the Australia release, unifies IT, HR, finance, procurement, legal, and workplace services on a single AI-enabled platform. Designed for midsize companies, it simplifies service delivery, implementation, and the employee experience by eliminating service silos and providing a streamlined, unified service request and management system.

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    Key Features

    • Unified Service Delivery: Combines Core Business Suite and Simplified IT Service Management to provide a comprehensive platform for cross-departmental service needs.
    • AI-Driven Setup and Configuration: Offers guided setup with preset configurations and a centralized implementation console to reduce complexity during deployment.
    • Cross-Functional Workflows: Routes employee queries seamlessly across different business units, enhancing collaboration and response times.
    • Core Business Suite Integration: Supports case and knowledge management for key business functions such as HR, Finance, Legal, and Workplace Services.
    • Simplified IT Service Management: Provides a tailored service desk experience with AI agent chat, centralized workspace, and productivity tools.
    • Now Assist AI Capabilities: Embedded generative AI features include chat summarization, resolution note generation, knowledge article creation, and email drafting to empower service teams.
    • New Plugins: Includes Setup Hub, Implementation Agent Content and Common, Simplified IT Service Management, and Core Business Suite Foundation plugins to support modular implementation and enhanced functionality.
    • AI Licensing Tiers: Offers three tiers (Foundation, Advanced, Prime) to provide varying levels of AI capabilities from insights to autonomous actions.

    Activation and Additional Information

    The ESM Foundation solution is available for purchase and installation through the ServiceNow Store. Customers can access related applications such as Core Business Suite and Simplified IT Service Management via their respective release notes. The solution supports a unified employee portal experience leveraging AI-powered routing and workflows across business domains.

    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

    • 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.

    See Enterprise Service Management Foundation for more information.

    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

    Enterprise Service Management Foundation
    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

    Enterprise Service Management Foundation is available in the ServiceNow Store. 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. For more details on the individual products, see Core Business Suite release notes and IT Service Management release notes.

    Plugin information

    New plugins

    The following plugins are new in Australia:

    • Setup Hub (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.
      • 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
        For more information, see ServiceNow product tiers.

    Related ServiceNow applications and features

    Simplified IT Service Management
    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
    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.
    Now Assist
    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.