Simplified IT Service Management release notes
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).
About Simplified IT Service Management
- AI-powered automation reduces setup time and complexity: Administrators benefit from the guided setup processes and conversational AI agents, which help them configure ITSM workflows faster.
- Simplified experience for employees and requesters: Employees and requesters can request help, submit tickets, check status, use the employee portal, browse the catalog, and access knowledge.
- Faster issue resolution with simplified workflows: Fulfillers or service desk agents can resolve incidents and requests through a simplified, AI-first workspace that supports guided actions and faster issue resolution.
Activation and other requirements
- Activation information
Request the entitlement for IT Service Management from the ServiceNow Store and then install it. 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.
Version 3.2.3
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).
What's new
- Simplified request process using Employee Slate
- A simplified request process is available:
- A request is created for an order guide submission.
- A requested item is created for a catalog item request.
- Automated and guided administrator experience
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- Configure Incident Management using the sn_incident_admin role and Request Management using the sn_request_admin role.
- Configure change forms and lists in the Configuration Console.
Version 3.1.1
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).
What's new
- Automated and guided administrator experience
- A guided experience is available for inbound email configuration.
- Employee experience in Employee Slate
- Employee Slate is available as the primary engagement experience for incident and request notifications.
Version 3.0.2
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).
What's new
- Simplified fulfiller experience
- The simplified fulfiller experience includes the following updates.
- Catalog tasks are shown on the home page so they can be tracked alongside incidents and requests.
- The incident details layout has been updated on the incident form, including the position of attachments and configuration items.
- Employee experience in Employee Slate
- Simplify employee experience by leveraging the conversational experience in Employee Slate.
- Automated and guided administrator experience
- A guided experience is available for the following configurations:
- Employee Slate
- Configuration items
- Core setup areas required to make Change Management operational.
- Redirection to Service Operations Workspace
- Redirection to Service Operations Workspace Admin Center is available to configure advanced ITSM workflows such as Problem Management, Major Incident Management, On-Call Scheduling, and Walk-up Experience.
Version 2.0.1
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).
What's new
- Simplified employee experience through Employee Center portal
- Simplify employee experience by leveraging the automated self-service and browsing experience in the Employee Center portal. The following capabilities are available as part of the employee experience:
- A simplified Employee Center portal with a conversational experience that supports chat, catalog, and knowledge content.
- Prebuilt catalog items for common IT issues and requests.
- Requester surveys for incidents and requested items.
- Multi-channel support through Employee Center, email, Microsoft Teams, and Slack.
- Simplified fulfiller experience
- Provide an efficient IT support experience for incident and request management by leveraging AI recommendations for the following:
- Resolution steps and knowledge base recommendations
- Incident and chat summaries
- Resolution notes and email response generation
- Recommended actions such as linking similar incidents or ordering catalog items
A role-based manager dashboard with key service desk metrics, date-range filtering, and agent-level filtering is available.
- Automated and guided administrator experience
- Set up multiple ITSM workflows (incident management and request management) by leveraging the guided and conversational setup process. The following capabilities are available for administrators:
- Default configuration settings that are automatically applied to installed products or modules. You can review and modify these settings.
- A guided configuration experience for ITSM workflows.
- AI agents to configure ITSM workflows from a single admin UI page using natural language. See Conversational AI Agents for configurations.