---
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


---

# Setting up ITSM Virtual Agent Lite

# Setting up ITSM Virtual Agent Lite {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Setup ITSM Virtual Agent Lite using to use the read-only, pre-built conversation topics for your most common ITSM self-service cases. For example, you can connect your users with a virtual agent to check ticket status, search the knowledge base, and report an issue.

## Before you begin

Role required: admin or virtual_agent_admin

## About this task

Virtual Agent Lite is a subset of the features available in Virtual Agent. Virtual Agent Lite is automatically
activated. You don't need a subscription for Virtual Agent Lite.  
Users with the admin or virtual_agent_admin role can activate the required plugins:

* ITSM Virtual Agent Conversation Topics Lite (com.snc.itsm.virtualagent.lite) plugin

  Activates the read-only
  conversation topics for basic ITSM
  self-service.
* The Service Management Virtual Agent Core (com.glideapp.sm_va_core) plugin

  Provides core functionality for Service Management
  Virtual Agent. This plugin is automatically activated
  with the ITSM Virtual Agent Conversation Topics Lite
  plugin.
{#setup-itsm-virtual-agent-lite__ul_t5p_gsd_1gb}

## Procedure

1. Activate the ITSM Virtual Agent Conversation Topics Lite (com.snc.itsm.virtualagent.lite) plugin to access the pre-built ITSM Virtual Agent Lite conversation topics.
2. Review the ITSM Self Service Lite read-only conversation topics in Virtual Agent Designer.
   1. Navigate to AllConversational InterfacesVirtual AgentDesigner.
   2. In the Category drop-down box, select ITSM Self Service Lite.
   {#setup-itsm-virtual-agent-lite__substeps_nrp_hmv_klb}
3. Select an available topic to open it.  
   The conversation topic template opens in Virtual Agent Designer.
4. Select Inactive in the header bar, and slide the toggle switch to Active.  
   Note:  
   Deactivate a topic by selecting Active and sliding the toggle switch to the inactive position.
5. Select Publish to publish the topic.  
   Note:  
   For details about activating and publishing conversation topics, see [Getting started with
   Virtual Agent Designer](https://www.servicenow.com/docs/access?context=conversation-designer-virtual-agent&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US).
6. Test an active, published conversation topic, by selecting the topic you want to test in Virtual Agent Designer and selecting Test.
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* **[ITSM Virtual Agent Lite pre-built topics](https://servicenow-prod.fluidtopics.net/8U_lNejDjyZiqpTH0CM1Xg)**   
  ITSM Virtual Agent Lite includes several pre-built, read-only topic conversations you can use to set up a virtual agent for your end users.

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