---
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


---

# ITSM Virtual Agent

# ITSM Virtual Agent {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read  
You can use ITSM Virtual Agent to support and scale your IT organization.
With ITSM Virtual Agent, your technicians can address more challenging IT-related
user requests and incidents.

## Request apps on the Store {#itsm-virtual-agent__section_mrp_r3j_gmb}

Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) 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](https://www.servicenow.com/docs/r/store-release-notes/sn-store-release-notes.html).{#itsm-virtual-agent__inline-send-to-store}

## About ITSM Virtual Agent {#itsm-virtual-agent__section_kkb_xtp_zhb}

ITSM Virtual Agent helps you automate employee workflows by addressing common
IT-related queries immediately. At any time during a virtual conversation, a user can
request to interact with a live IT technician.

ITSM Virtual Agent includes pre-built topic conversations that cover common
IT interactions. These conversations run in the web chat client and are also available in
supported ITSM Virtual Agent messaging integrations.

Conversations between Virtual Agent and the user accomplish an IT goal. The
information exchanged during the conversation flow, such as user inputs and Virtual Agent responses, enables Virtual Agent to fulfill a
request or help complete a task.

ITSM Virtual Agent integrates with ServiceNow®
[Integration Hub](https://www.servicenow.com/docs/access?context=integrationhub&version=australia&pubname=australia-integrate-applications&ft:locale=en-US) and [Flow Designer](https://www.servicenow.com/docs/access?context=flow-designer&version=australia&pubname=australia-application-development&ft:locale=en-US). Some topics may require specific spokes to be installed.

For more information about Virtual Agent features, see [Virtual Agent](https://www.servicenow.com/docs/access?context=virtual-agent-landing-page&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US).

## Languages supported for NLU services on the ITSM Virtual Agent {#itsm-virtual-agent__section_swn_x4n_hsb}

ITSM Virtual Agent supports the following languages for NLU:

* English
* German
* French
* French (Canadian)
* Korean
* Spanish
* Brazilian Portuguese
* Japanese
* Italian
* Dutch
* Chinese (Simplified)

{#itsm-virtual-agent__ul_wy1_srn_hsb}

For details about NLU, see [Natural Language Understanding in
Virtual Agent](https://www.servicenow.com/docs/access?context=va-NLU&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US).

The ITSM Virtual Agent topics re-factored with gs.getMessageLang() provide you the improved operations on the ITSM Virtual Agent by utilizing and displaying all the messages in the
bot conversations in your preferred language. The gs.getMessageLang method checks the UI Message table \[sys_ui_message\] for the translated version of the text in the language provided using the
<var class="keyword varname">vaContext.getRequesterLang()</var> variable.

## Edge Encryption for ITSM Virtual Agent {#itsm-virtual-agent__section_ppf_jdm_ykb}

Edge encryption provides you with direct control over your data security. Encryption and key management are performed on your intranet between your browser and your ServiceNow instance.

See [Exploring Edge Encryption](https://www.servicenow.com/docs/access?context=c_EdgeEncryptionOverview&version=australia&pubname=australia-platform-security&ft:locale=en-US).

Because edge encryption is enabled on a proxy server on your side of the network, there is significant planning, network administration and management, and setup required. For more information, see [Planning for Edge Encryption](https://www.servicenow.com/docs/access?context=c_EdgeEncryptionPlanning&version=australia&pubname=australia-platform-security&ft:locale=en-US).

To install edge encryption, see [Edge Encryption installation](https://www.servicenow.com/docs/access?context=c_InstallEdgeEncryptionProxy&version=australia&pubname=australia-platform-security&ft:locale=en-US).  
To configure edge encryption, see [Edge Encryption configuration](https://www.servicenow.com/docs/access?context=edge-config&version=australia&pubname=australia-platform-security&ft:locale=en-US).  
Note:  
There are limitations when using edge encryption. For more information, see [Edge Encryption limitations](https://www.servicenow.com/docs/access?context=edge-encryption-limitations&version=australia&pubname=australia-platform-security&ft:locale=en-US).
* **[Exploring ITSM Virtual Agent](https://servicenow-prod.fluidtopics.net/4occwMP3TtXlwvbtE8VoUQ)**   
  The ServiceNow ITSM Virtual Agent provides assistance through conversations within an intelligent messaging interface.
* **[Setting up ITSM Virtual Agent](https://servicenow-prod.fluidtopics.net/ptRM7ncXGLqkBQMJzXx5ew)**   
  Set up the ITSM Virtual Agent features and components that you need to provide support to your employees, IT teams, and customers.
* **[Using ITSM Virtual Agent pre-built topics](https://servicenow-prod.fluidtopics.net/fYhQw6MAUpU4BrGjSm4xWw)**   
  ITSM Virtual Agent includes several pre-built topic conversations designed to help your users complete common IT-related tasks, such as resetting a password and creating an incident.
* **[ITSM Virtual Agent pre-built actionable notifications](https://servicenow-prod.fluidtopics.net/7R6Stv8d7t681Gpety7s6A)**   
  Send interactive messages to an employee through Virtual Agent, based on pending tasks or alerts. Deflect some of the most common ITSM incidents to ITSM Virtual Agent, reduce incident volume to Service Desk, and help employees discover ITSM Virtual Agent as a resolution channel.