Enterprise Service Management Foundation release notes

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.