---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Configure and integrate

# Configuring Simplified IT Service Management {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Configure your ITSM workflows using an AI-first, centralized, and intuitive admin experience.

## Configuration overview {#configuring-ai-native-itsm__cf-config-parent-checklist}

1. Ensure that the ServiceNow Otto for Setup application is installed on ServiceNow instance. See [Set up ServiceNow Otto with ServiceNow Otto for Setup](https://www.servicenow.com/docs/access?context=ia-setup-now-assist&version=australia&pubname=australia-platform-administration&ft:locale=en-US).
2. Based on your subscription, one of the following relevant ITSM applications should be auto-installed. If not auto-installed, request for the entitlement of the required application from [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) and install it. See [Install IT Service Management](https://servicenow-prod.fluidtopics.net/i_vh0Gmn9Ze4P5iBt7EE6Q "Set up and get started with IT Service Management (ITSM) on your instance."). {#configuring-ai-native-itsm__cf-config-parent-checklist__entry__2}

   | ITSM application | Features |
   |-|-|
   | IT Service Management (sn_ai_itsm_cont) | * Access to basic ITSM workflows, that is, Incident Management and Request Management * Single-click install and single-click upgrade option to apply default configurations for these workflows * Seamless experience to configure these workflows further. See [Configure integrations and ITSM experiences in Simplified IT Service Management](https://servicenow-prod.fluidtopics.net/z~vpQlXG1t514vFtvr_3yg "Enable ITSM requester and fulfiller experiences by completing the essential configurations."). |
   | IT Service Management Advanced (sn_itsm_adv_cont) | * Access to advanced ITSM workflows such as Change Management, Problem Management, Major Incident Management, On-Call Scheduling, and Walk-up Experience * Single-click install and single-click upgrade option to apply default configurations for these workflows * Seamless experience to configure Change Management workflow further. See [Configure integrations and ITSM experiences in Simplified IT Service Management](https://servicenow-prod.fluidtopics.net/z~vpQlXG1t514vFtvr_3yg "Enable ITSM requester and fulfiller experiences by completing the essential configurations."). * Redirection to Service Operations Workspace Admin Center to configure advanced ITSM workflows |
   [Table 1. ITSM applications]

3. Configure IT Service Management on your ServiceNow instance using a guided configuration experience or conversational AI agents (wherever available).

   For configuration information, see [Configure integrations and ITSM experiences in Simplified IT Service Management](https://servicenow-prod.fluidtopics.net/z~vpQlXG1t514vFtvr_3yg "Enable ITSM requester and fulfiller experiences by completing the essential configurations.").

   For information about available AI agents, see [AI agents and agentic workflows in Simplified IT Service Management](https://servicenow-prod.fluidtopics.net/pPowXPsZoQhG3mmQ8qucrQ "Use conversational AI-native experience for administrators, employees, and fulfillers using Simplified IT Service Management (Simplified ITSM). AI agents and agentic workflows provide a step-by-step approach to configure ITSM workflows with validated inputs and preview.").
* **[Install IT Service Management](https://servicenow-prod.fluidtopics.net/i_vh0Gmn9Ze4P5iBt7EE6Q)**   
  Set up and get started with IT Service Management (ITSM) on your instance.
* **[Configure integrations and ITSM experiences in Simplified IT Service Management](https://servicenow-prod.fluidtopics.net/z~vpQlXG1t514vFtvr_3yg)**   
  Enable ITSM requester and fulfiller experiences by completing the essential configurations.