ITSM - Advanced release notes

  • Release version: Store
  • Updated July 9, 2026
  • 4 minutes to read
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    Summary of ITSM - Advanced release notes

    The ITSM - Advanced application on the ServiceNow Store delivers enhanced AI-driven capabilities to improve incident, change, and problem management processes. It leverages AI-powered workflows and integrations to automate complex IT service tasks, improve resolution times, and provide actionable insights for both requesters and fulfillers. The application evolves with regular updates that introduce new features, improve existing functionality, and resolve issues to optimize the IT service management experience.

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    Key Features

    • AI-driven Ticket Deflection: Embedded in the Service Portal ticket-creation form, AI analyzes intent, enriches context, retrieves knowledge, and suggests resolutions before ticket submission, reducing unnecessary tickets.
    • Conversational Analytics Enhancements: Includes a detailed topic page, Now Assist Data Explorer integration, standardized visualizations, and improved topics tables for deeper insight into conversation data.
    • Fulfiller Actions from Incidents: Fulfillers can directly create change requests, propose major incidents, and create problem records from an incident, streamlining workflow.
    • Now Assist Chat Module Improvements: Enhanced contextual resolution actions such as drafting or attaching knowledge articles, proposing major incidents, and sending next steps to requesters, along with AI-assisted incident triage and summaries natively surfaced on records.
    • Change Quality Agent: Persists quality scores with metadata in a dedicated table linked to change records, supporting reporting, audits, and risk detection across the change lifecycle.
    • Manager Dashboard for Incidents: Aggregates incidents under manager responsibility, clusters them by issue, and provides high-level health metrics with drill-down capabilities for actionable insights.
    • AI-native Conversational Configuration Agent: Simplifies Change Management configuration through guided natural language interactions, making administration accessible to users with limited ServiceNow expertise.
    • Incident Assist Agentic Workflow: A new conversational experience that supports context-based queries across multiple related tables for incident investigation.
    • Integration with Diagnostic Tools: Features Zoom call diagnostics and device boot time monitoring integrated into agent workflows for faster root cause analysis and resolution.
    • Platform and Skill Updates: Migration of incident creation agents to NextWave orchestration for reliability; activation and management of Platform skills via Now Assist admin panel; removal of deprecated Suggested Steps feature in favor of AIOps LEAP recommendations.
    • AI Model Optimization: Default AI models for ITSM skills and agents updated to smaller, optimized third-party models with large models requiring approval.

    What ServiceNow Customers Can Expect

    • Improved user experience in incident creation and resolution through AI-assisted workflows that reduce manual effort and streamline processes.
    • Greater visibility and control for incident managers with consolidated dashboards and issue clustering for proactive management.
    • Enhanced administrative ease via conversational agents simplifying complex Change Management configurations.
    • Increased efficiency for service desk agents through integrated diagnostics and context-aware AI assistance embedded directly within records and workflows.
    • Ongoing updates that maintain compatibility with platform changes, resolve known issues, and continuously introduce AI-powered automation and insights.

    Version history for the ServiceNow® ITSM - Advanced application on the ServiceNow Store.

    Important:
    For details on system requirements and family compatibility, view the application listing on the ServiceNow Store website.
    Version 2.1.2 - July 2026 (Zurich)
    No release notes.
    Version 1.3.1 - July 2026 (Zurich)
    No release notes.
    Version 3.1.1 - July 2026
    No changes.
    Version 2.2.2 - July 2026
    • New: In-form ticket deflection in Service Portal — An AI pipeline embedded in the ticket-creation form classifies intent, enriches context, retrieves knowledge, and suggests a resolution before a ticket is submitted.
    • Changed:
      • Conversational Analytics dashboard (Phase 2) — Adds a topic detail page, Now Assist Data Explorer integration, standardized visualizations, and improved topics tables.
      • Default model change — Now LLM is no longer the default model for ITSM skills and agents; each now defaults to an optimal small third-party model (large third-party models require approval).
    Version 3.0.1 - June 2026
    • New: Fulfiller actions from an incident: Fulfillers can create a change request, propose a major incident, and create a problem record for an incident.
    • Changed:
      • Enhanced embedded Now Assist chat module card with contextual resolution actions: draft or attach a knowledge article, propose a major incident, create a change or problem, and send next steps to the requester.
      • AI-assisted incident triage, resolution guidance, and summaries surfaced natively on the record.
    Version 2.0.3 - June 2026
    • New:
      • The Change Quality Agent now persists quality scores in a dedicated table linked to each change record, enabling persistent reporting and downstream use. Scores include metadata such as timestamps, scoring version, and contributing factors, and are available for dashboards, audits, and risk-detection workflows across the full change lifecycle.
      • A new manager dashboard experience aggregates all incidents under a manager responsibility and organizes them into issue-based clusters. The dashboard provides high-level health metrics with drill-down into cluster-specific views, giving incident managers a consolidated and actionable view of incident health and emerging problem areas in a single interface.
      • IT administrators can now configure Change Management through an AI-native conversational agent in the Product Console, replacing complex admin navigation. The guided agent walks administrators through key settings including approvals, risk scoring, and workflows via natural language, making Change Management configuration accessible to customers with limited ServiceNow expertise.
    • Changed:
      • The Create Incident AI Agent has been migrated from VA topic-based orchestration to a Hierarchical Agent model, resolving hallucination, functional deviation, and rendering issues on the NextWave orchestrator. The agent now runs natively on NextWave without VA dependency, delivering a consistent and reliable incident creation experience for end users.
      • The Create Incident AI Agent has been evaluated and updated for compatibility with the NextWave off-glide orchestrator. All hallucination and functional deviation issues identified during GA readiness testing have been resolved, ensuring consistent and accurate incident creation behavior across both VA-based and NextWave runtime environments.
    • Fixed:
      • An issue has been resolved where Platform skills were not appearing in the Now Assist Skills admin panel even when the ignoreFulfillerSubscriptionCheck system property was enabled. Administrators can now successfully view and activate Platform skills from the Now Assist admin interface.
      • Several display and interaction issues in the Recommended Actions panel have been resolved, including a misaligned loading indicator on the search box, a non-functional full-view search icon, filter dropdowns obscured by the footer, and an incorrect hand cursor appearing on non-clickable KB article and AI action content.
    • Removed: The Suggested Steps feature has been deprecated and removed from Now Assist for ITSM. Customers previously using Suggested Steps should transition to the AIOps LEAP recommendations available through updated Now Assist for ITSM capabilities.
    Version 1.0.8 - June 2026
    Defect fixes and plugin upgrade issue fixed.
    Version 1.1.4 - May 2026
    No functional changes in this release. Version incremented to align with the platform release cadence.
    Version 1.0.5 - May 2026 (Zurich, Australia)
    • New:
      • Incident Assist Agentic Workflow -New conversational experience for incident investigation. Incident Assist is capable of answering context-based queries by accessing multiple related tables (incident, change, problem, SLA, CI, outage) through NAP
      • Activity Response Generation for Requests - Activity response generation skills now available for Requests and Requested Items in both Core UI and Service Operations Workspace
      • Zoom Call Diagnostics (DEX Integration) - Diagnose and resolve Zoom call quality issues with device-level root cause analysis and suggested resolutions
      • Device Boot Time Monitoring - Monitor device boot time and use Now Assist to quickly diagnose startup delays with actionable resolutions
      • DEX Issue Diagnosis Agentic Workflow - Integration of Zoom call diagnostics in the agentic workflow to enable service desk agents to diagnose Zoom call quality issues.
    • Changed:
      • Change Request Risk Explanation - Skill configuration moved to NASK
      • Change Request Summarization - Skill configuration moved to NASK
    Version 1.0.3 - April 2026
    Advanced moves beyond assistance into automation, designed to deflect complex requests upfront and automate what reaches the desk. AI doesn't just help — it does some of the work by understanding context, applying domain knowledge, and automating entire processes end-to-end through out-of-the-box agentic workflows. On the requester side, Moveworks handles domain-specific IT and HR requests at the point of conversation before they become tickets, deflecting nuanced requests using OOTB Specialized Assistants and guiding employees through policy-aware responses. On the fulfiller side, Now Assist starts resolving cases the moment they land so fulfillers spend less time on setup and more time closing — executing multi-step workflows autonomously using OOTB agentic workflows for IT and HR. Specialized Assistants for IT and HR are coming in H2 2026.