ITSM - Foundation release notes

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

    The ITSM - Foundation application on the ServiceNow Store provides an AI-native IT Service Management experience designed to enhance both requesters’ and fulfillers’ efficiency. It delivers out-of-the-box Generative AI skills and AI Agents that assist teams in working smarter by deflecting routine requests, providing contextual summaries, and suggesting next steps to accelerate incident resolution.

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    Key Features

    • In-form Ticket Deflection: An AI pipeline embedded directly in the Service Portal ticket-creation form classifies intent, enriches context, retrieves relevant knowledge, and suggests resolutions before ticket submission, reducing unnecessary tickets.
    • Conversational Analytics Dashboard (Phase 2): Enhanced with a topic detail page, Now Assist Data Explorer integration, standardized visualizations, and improved topic tables for better insights into conversational data.
    • Incident Manager Dashboard: Aggregates incidents under a manager’s responsibility, organizes them into issue-based clusters, and provides high-level health metrics with drill-down capabilities for actionable management.
    • Create Incident AI Agent: Migrated to a Hierarchical Agent model compatible with NextWave off-glide orchestrator, resolving hallucination and functional issues while removing dependency on Virtual Agent (VA).
    • Incident Assist Agentic Workflow: Introduces a conversational experience for incident investigation, capable of answering context-based queries by accessing multiple related tables such as incident, change, problem, SLA, CI, and outage.
    • Request Management Summarization and Activity Response: Summarization skills for requests, requested items, and catalog tasks, plus activity response generation in both Core UI and Service Operations Workspace to streamline request handling.
    • AI Model Optimization: Default AI models for ITSM skills and agents now use optimal smaller third-party models, with large third-party models requiring approval, balancing performance and resource use.

    Key Outcomes

    • Improved Request Deflection: By addressing requester needs proactively with AI-driven intent classification and knowledge retrieval, reducing ticket volume and workload on service desks.
    • Enhanced Agent Productivity: Agents receive summarized, context-rich information and AI-suggested next steps immediately, reducing triage time and improving resolution speed.
    • Consolidated Incident Visibility for Managers: Managers gain a unified dashboard to monitor incident health and emerging problem areas, enabling quicker, informed decisions and proactive management.
    • Seamless Integration and Stability: Updates ensure compatibility with NextWave orchestrator, fix display and interaction issues, and remove deprecated features like Suggested Steps, guiding customers toward enhanced AI-driven recommendations.

    Version history for the ServiceNow® ITSM - Foundation 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 2.2.3 - 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 2.0.3 - June 2026
    • New: 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.
    • Changed:
      • The Create Incident AI Agent has been migrated to a Hierarchical Agent model, resolving hallucination and rendering issues on NextWave and removing the VA dependency.
      • The Create Incident AI Agent has been updated for full NextWave off-glide orchestrator compatibility, resolving functional deviation issues from GA readiness testing.
    • Fixed:
      • Platform skills not appearing in the Now Assist Skills admin panel (even with ignoreFulfillerSubscriptionCheck enabled) have been resolved.
      • Display and interaction issues in the Recommended Actions panel have been resolved: misaligned loading indicator, non-functional search icon, footer-obscured filters, and incorrect cursor on non-clickable content.
    • Removed: Suggested Steps has been deprecated and removed. Customers should transition to AI-driven recommendations in Now Assist for ITSM.
    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
      • Generate summaries of Request Management records - Summarization skills for Requests, Requested Items, and Catalog tasks in both Core UI and Service Operations Workspace
      • Activity Response Generation for Requests - Activity response generation skills for Requests and Requested Items in both Core UI and Service Operations Workspace
    Version 1.0.3 - April 2026
    Foundation is the entry point into ServiceNow's AI-native ITSM experience, designed to give requesters faster answers and fulfillers a head start on every case. It delivers out-of-the-box GenAI skills and AI Agents that help your team work smarter — not replace them. On the requester side, Moveworks deflects requests at the point of ask before anything reaches the service desk, surfacing answers from 25K+ indexed knowledge articles and resolving requests through natural language across Slack, Teams, and web. On the fulfiller side, Now Assist speeds up resolution from the moment a case is created — summarizing incidents so agents start with full context, and cutting triage time with AI that suggests next steps and routes work automatically. Core capabilities include summarization, pattern recognition, categorization, and task-based assistance.