--- 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 --- # Configuring the fulfiller experience in Simplified IT Service Management # Configuring the fulfiller experience in Simplified IT Service Management {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 8 minutes to read Enable an AI-first fulfiller experience for simplified incident and request management. The following experiences are available after configuring the fulfiller experience: * Simplified fulfiller experience with a unified record view and AI-embedded workflows. * Improved triage and resolution of incidents by leveraging historical resolution patterns to inform decision-making, thereby enabling service desk agents to focus on resolving complex issues. {#configuring-fulfiller-experience-ai-native-itsm__ul_fy1_nsp_whc} For information about available AI agents for fulfiller configurations, 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."). ## Incident Management {#configuring-fulfiller-experience-ai-native-itsm__section_vgg_rsp_whc} It enables you to restore normal service operations while minimizing the impact on business operations and maintaining quality. {#configuring-fulfiller-experience-ai-native-itsm__table_h4c_bnq_whc__entry__4} | Configuration | Description | Default configuration | Optional configurations | |-|-|-|-| | Incident forms | An incident documents a deviation from an expected standard of operation. | Incident form is preconfigured. | Review and update the form layout based on business requirement. For information about creating an incident using Form Builder, see [Working with incident record form](https://servicenow-prod.fluidtopics.net/hIDZIRNZWXIKdFGvd1EhZA "Once an incident is created, you can use the incident record form to perform various actions to track, process and resolve the incident.") and [Forms](https://www.servicenow.com/docs/access?context=form-configurable-workspace&version=australia&pubname=australia-platform-user-interface&ft:locale=en-US). For information about the Implementation Plan Manager Agent that provides conversational AI-native experience for incident form configuration, 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."). | | Incident lists | Incident list displays incidents grouped by their state. | Incident list and related lists are preconfigured. | Review and update list layouts based on business requirements. For information about updating these fields, see [Working with incident record form](https://servicenow-prod.fluidtopics.net/hIDZIRNZWXIKdFGvd1EhZA "Once an incident is created, you can use the incident record form to perform various actions to track, process and resolve the incident."). For information about the Implementation Plan Manager Agent that provides conversational AI-native experience for incident list configuration, 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."). | | Categories | Categories and subcategories help with routing an incident to the right team. It helps reduce the troubleshooting time and bring the service to normalcy. | None | For information about incident categories and subcategories, see[Incident categories and subcategories](https://servicenow-prod.fluidtopics.net/DY8AwLflnMb53vEGh2vFYQ "Categorization of incidents helps in routing to the right team and saves a lot of time in troubleshooting and bringing the service to normalcy."). For information about the Incident Category Configuration AI Agent that provides conversational AI-native experience for incident category configurations, 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."). | | Agent inbox | Routing of incoming requests using filters to support service delivery requirements. | Incident routing to fulfiller's inbox is auto-configured post installation. Configuration includes routing condition, work item size, max wait time, routing group, and so on. | Manage and configure the incident routing experience. For information about configuring this channel, see [Create or configure a service channel](https://www.servicenow.com/docs/access?context=awa-create-service-channel&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US). | | Routing | Identifying the right user group or user who is skilled to work on an incident by defining conditions and triggers to auto-assign cases and trigger relevant subflows. | None | For information about incident assignment rules, [Define assignment rules for incidents](https://servicenow-prod.fluidtopics.net/Dez4wENkoEMeLtiHpggpyA "Define assignment rules to identify the right group or the user which is skilled to work on an incident."). For information about business rules, see [Classic Business rules](https://www.servicenow.com/docs/access?context=c_BusinessRules&version=australia&pubname=australia-api-reference&ft:locale=en-US). For information about the Incident routing configuration agent that provides conversational AI-native experience for incident routing configurations, 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."). | | Service Level Management | Service level agreements (SLAs) define the amount of time for a task to reach a certain condition, to verify that incidents are closed or resolved according to the expectations set for customers. | SLAs and their associated flows are preconfigured for Incident Management. Response and resolution SLAs are defined for incidents with priority P1 through P4. | Review and update the definitions, flows, and notifications that are available with Service Level Management according to the incident process. For information about SLAs, see [Configure Service Level Agreement (SLA)](https://servicenow-prod.fluidtopics.net/9qcEXzXJiv32S7XxKKA24w "Configure SLAs to define a set amount of time for a task to reach a certain condition, to ensure that incidents are closed or resolved according to the expectations set for customers."). For information about the SLA Management AI Agent that provides conversational AI-native experience for SLA configuration, 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."). | | Notifications | Keeping employees and fulfillers informed at every stage of incident resolution. | Notifications align with the default Employee Center notification template. | Configure the notification template. Update notification details such as who receives it, when it is sent, and what (content), and so on. For information about creating an incident notification, see [Create an email notification](https://www.servicenow.com/docs/access?context=t_CreateANotification&version=australia&pubname=australia-platform-administration&ft:locale=en-US). For information about the Notification Agent that provides conversational AI-native experience for notification configuration, 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."). | [Table 1. Incident Management configurations] {#configuring-fulfiller-experience-ai-native-itsm__table_h4c_bnq_whc} ## Request Management {#configuring-fulfiller-experience-ai-native-itsm__section_all_ysp_whc} {#configuring-fulfiller-experience-ai-native-itsm__table_ssv_kmq_whc__entry__4} | Configuration | Description | Default configuration | Optional configurations | |-|-|-|-| | Requested item forms and lists | A requested item helps fulfillers track and resolve an employee's request. | Requested item form, list, and related lists are preconfigured. | Review and update the form layout based on business requirements. For information about requested items, see [Request Management architecture](https://servicenow-prod.fluidtopics.net/57sZCFMepzfRqczlrJWdrg "Request Management defines the data model and processing flow for catalog item requests, from cart creation through record fulfillment."). For information about the Implementation Plan Manager Agent that provides conversational AI-native experience for requested item form and list configurations, 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."). | | Catalog task forms and lists | A catalog task helps fulfillers track and resolve an employee's request. | Catalog task form, list and related lists are preconfigured. | Review the form layout and update based on business need. For information about catalog tasks, see [Request Management architecture](https://servicenow-prod.fluidtopics.net/57sZCFMepzfRqczlrJWdrg "Request Management defines the data model and processing flow for catalog item requests, from cart creation through record fulfillment."). For information about the Implementation Plan Manager Agent that provides conversational AI-native experience for catalog task form and list configurations, 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."). | | Notifications | Keeping employees and fulfillers informed at every stage of request fulfillment. | Notifications align with the default Employee Center notification template. | Configure the notification template. Update notification details such as who receives it, when it is sent, and what (content), and so on. For information about creating a request notification, see [View request notifications](https://www.servicenow.com/docs/access?context=view-request-notification&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US). For information about the Notification Agent that provides conversational AI-native experience for notification configuration, 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."). | [Table 2. Request Management configurations] {#configuring-fulfiller-experience-ai-native-itsm__table_ssv_kmq_whc} ## Major Incident Management {#configuring-fulfiller-experience-ai-native-itsm__section_pxp_ndg_njc} Accelerates the resolution of a major incident and minimizes the business impact. A major incident is a highest-impact, highest-urgency incident that affects a large number of users, depriving the business of one or more crucial services. For information about configuring Major Incident Management from SOW Admin Center, see [Manage configurations in Service Operations Workspace for ITSM](https://servicenow-prod.fluidtopics.net/J~rqywhYyjK3KAYes4fNig "From a single page, quickly access and manage the customizations in Service Operations Workspace (SOW) for ITSM, access additional plugins that extend the Service Operations Workspace for ITSM capabilities, and access ServiceNow help."). ## On-Call Scheduling {#configuring-fulfiller-experience-ai-native-itsm__section_tz5_4dg_njc} Ensures that the right person is available to assign an incident to, by rotation through a hierarchy of duty rosters. For information about configuring On-Call Scheduling from SOW Admin Center, see [Manage configurations in Service Operations Workspace for ITSM](https://servicenow-prod.fluidtopics.net/J~rqywhYyjK3KAYes4fNig "From a single page, quickly access and manage the customizations in Service Operations Workspace (SOW) for ITSM, access additional plugins that extend the Service Operations Workspace for ITSM capabilities, and access ServiceNow help."). ## Problem Management {#configuring-fulfiller-experience-ai-native-itsm__section_kkz_hgg_njc} Manages the life cycle of all problems and prevents problems and resulting incidents from happening. It also aims to eliminate recurring incidents and minimize the impact of incidents that can't be prevented. For information about configuring Problem Management from SOW Admin Center, see [Manage configurations in Service Operations Workspace for ITSM](https://servicenow-prod.fluidtopics.net/J~rqywhYyjK3KAYes4fNig "From a single page, quickly access and manage the customizations in Service Operations Workspace (SOW) for ITSM, access additional plugins that extend the Service Operations Workspace for ITSM capabilities, and access ServiceNow help."). ## Walk-up Experience {#configuring-fulfiller-experience-ai-native-itsm__section_dqy_3gg_njc} Enhances the user experience by providing in-person as well as remote assistance to the users for their IT-related issues. For information about configuring Walk-up Experience from SOW Admin Center, see [Manage configurations in Service Operations Workspace for ITSM](https://servicenow-prod.fluidtopics.net/J~rqywhYyjK3KAYes4fNig "From a single page, quickly access and manage the customizations in Service Operations Workspace (SOW) for ITSM, access additional plugins that extend the Service Operations Workspace for ITSM capabilities, and access ServiceNow help."). ## Analytics {#configuring-fulfiller-experience-ai-native-itsm__section_gtf_gtp_whc} {#configuring-fulfiller-experience-ai-native-itsm__table_ssv_knq_whc__entry__4} | Configuration | Description | Default configuration | Optional configurations | |-|-|-|-| | Dashboard | Managing dashboards and data visualizations to track progress quickly. | Preconfigured dashboard on workspace landing page that provides visibility into agent workload with key metrics such as Assigned to you, Overdue, and Unassigned. | Edit the existing dashboard or create your own dashboard in Platform Analytics workspace. To create a dashboard using Platform Analytics, see [Platform Analytics KPIs and dashboards](https://servicenow-prod.fluidtopics.net/uUj1rISxzfOKnToW2nPDwA "Use the dashboards to monitor the operational KPIs and identify areas for improvement, optimize processes, to achieve their strategic goals."). | [Table 3. Analytics dashboard configurations] {#configuring-fulfiller-experience-ai-native-itsm__table_ssv_knq_whc} ## Otto for ITSM {#configuring-fulfiller-experience-ai-native-itsm__section_akw_3tp_whc} {#configuring-fulfiller-experience-ai-native-itsm__table_shv_kmq_whc__entry__4} | Configuration | Description | Default configuration | Optional configurations | |-|-|-|-| | Agentic workflows | An agentic workflow is a coordinated, multi‑step process where AI agents plan, act, and collaborate to achieve a complex business goal. For information about agentic workflows in ITSM, see [Use agentic AI in ServiceNow Otto for IT Service Management (ITSM)](https://servicenow-prod.fluidtopics.net/4Jk8WQleWG1oyOhFHHAkZw "Use the IT Service Management AI agents within an agentic workflow to complete tasks autonomously."). | Prebuilt AI agents for requesters such as for incident creation, status checks, and approvals are enabled in the base system. Additionally, the following prebuilt AI agents are enabled in the base system to improve fulfiller productivity: * AI-Assisted Incident Triage * Resolution and AI Recommendations {#configuring-fulfiller-experience-ai-native-itsm__ul_l3n_bx1_xhc} | Remove an agent that is part of the agentic workflow or manage (edit, deactivate, activate, or create) the triggers associated with the agentic workflows. For information about modifying agentic workflows, see [Modify an agentic workflow](https://www.servicenow.com/docs/access?context=modify-aia-use-case&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US). | | AI skills | Prebuilt, LLM‑powered capabilities that surface in the right UI touchpoints and can be activated or configured by admins across workflow. For example, summarization, KB generation, and email drafting. For information about AI skills in ITSM, see [Using ServiceNow Otto for IT Service Management (ITSM) Generative AI skills](https://servicenow-prod.fluidtopics.net/VIvLPX8pFgs5bFApV0nYnw "If you have the itil role, you can summarize the chat interactions with a requester, summarize an incident, and generate resolution notes by using the ServiceNow Otto for IT Service Management (ITSM) application. You can also understand the chat and incident context and propose resolutions more quickly to the requester."). | AI skills such as KB generation, Incident summarization, Chat summarization, Resolution notes generation, and Email generation are enabled in the base system. | Activate or deactivate these skills based on business requirements. For information about modifying Now Assist skills, see [Edit an AI skill](https://www.servicenow.com/docs/access?context=edit-a-now-assist-skill&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US). | [Table 4. Otto for ITSM configurations] {#configuring-fulfiller-experience-ai-native-itsm__table_shv_kmq_whc} ## Change Management {#configuring-fulfiller-experience-ai-native-itsm__section_ktc_3ms_w3c} {#configuring-fulfiller-experience-ai-native-itsm__table_xcv_3ms_w3c__entry__4} | Configuration | Description | Default configuration | Optional configurations | |-|-|-|-| | Forms | Review and configure the change forms that IT fulfiller staff use to create and manage changes. | Pre-configured change forms which helps fulfiller staff plan, approve, and implement changes with minimal risk. | Use the Form Builder to customize form layouts, fields, and sections to match your organization's change processes. | | Lists | Configure which columns appear in the change lists for your IT fulfiller staff. | Pre-configured change fields available in the Selected columns list. | Add or remove change fields for Default or Related Lists. | | Team roles | Team roles control who can approve, build, or review a change. They define each person's job so admins can control access and keep work organized. | None | Add the change managers and implementation group members. | | Risk configuration | Survey, score, and assign a risk level and the appropriate response. | Risk assessment questions, responses, and threshold score boundaries for Moderate and High risk levels. | Review and update the pre-configured risk assessment questions, responses, and threshold score boundaries or create new ones. | | Change Advisory Board (CAB) | Configure your Change Advisory Board (CAB) --- the group that reviews and advises on significant changes before they're approved. | Recurring schedules for CAB meetings, and conditions that determine which change requests are routed to the CAB. | Assign CAB members. Review and update the recurring schedules for CAB meetings, and conditions that determine which change requests are routed to the CAB, or create new ones. | | Change models | Change models automate the mechanics of change management so your team can focus on implementation. When a change is created, the model automatically determines who needs to approve it, what documentation is required, which tasks to create, and what notifications to send. This eliminates manual routing decisions and ensures nothing gets missed. | Core change models (Normal, Standard, Emergency) and Change Registration model. | For more information, see [Configure change models for Simplified Change Management](https://servicenow-prod.fluidtopics.net/_DN83l70k9md9vD7QNGXvg "Configure the change models that control how Normal, Standard, Emergency, and Change Registration changes are processed in Simplified Change Management."). | | Change schedules | Change schedules are time-based rules that define when changes are allowed, restricted, or blacked out in your environment. They give change managers and CABs structured control over the timing of changes to minimize risk and service disruption. | Blackout and maintenance schedules. | Review and update the pre-configured schedules, or create new ones. | | Notifications | Notifications keep users informed about approvals, status updates, and task assignments at key steps in the change process. | Notifications based on change definitions, showing each notification's name, active status, category, email template, and trigger conditions. | Review and update the pre-configured notifications, or create new ones. | [Table 5. Change Management] {#configuring-fulfiller-experience-ai-native-itsm__table_xcv_3ms_w3c} For more information on Change Management, see [Configuring Simplified Change Management](https://servicenow-prod.fluidtopics.net/fnj1loJyU78pf351J9X3IQ "Configure Change Management through a guided experience that walks you through the core setup areas required to make Change Management operational."). * **[Configuring Simplified Change Management](https://servicenow-prod.fluidtopics.net/fnj1loJyU78pf351J9X3IQ)** Configure Change Management through a guided experience that walks you through the core setup areas required to make Change Management operational.