---
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


---

# IT Service Management

# IT Service Management {#ariaid-title1}

Release version: Australia  
Updated July 1, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Manage and resolve IT service requests, incidents, problems, and changes with ServiceNow® IT Service Management (ITSM).
![]()

ITSM increases agent productivity and accelerates issue resolution. With platform-native AI, agents get recommended actions on incoming requests, and employees can resolve common issues through
conversational self-service. The ServiceNow AI Platform also gives users access to ITSM through mobile and web portal interfaces.

To explore ITSM applications, see [IT Service Management applications](https://servicenow-prod.fluidtopics.net/reqsY4zOJ5tr8jp~IwT24g "IT Service Management (ITSM) provides a suite of applications that help organizations manage the end-to-end delivery of IT services, from incident resolution to change management and continuous improvement.").
Figure 1. ITSM is the foundation of digital transformation

## Transform the impact, speed, and delivery of IT services {#r_ITServiceManagement__section_kys_xfv_rjb}

The ServiceNow AI Platform is built for the cloud with a shared data model, AI, and workflow automation used across IT applications. The ServiceNow platform and applications increase productivity by automatically identifying and resolving issues, reducing the impact of unplanned work.

|-|-|-|
| [Explore ITSM products ![]() Explore all IT Service Management products and features.](xUNvw1Fp08Bnn6qLMfmY1g#exploring-itsm__section_enhance-it-services) | [Now Assist for ITSM ![]() Handle common requests automatically using virtual agents. Reduce ticket volume and deliver consistent service experiences through conversational self-service.](xUNvw1Fp08Bnn6qLMfmY1g#exploring-itsm__section_enhance-it-services) | [Automate and enhance IT services ![]() Handle common requests automatically using virtual agents. Reduce ticket volume and deliver consistent service experiences through conversational self-service.](xUNvw1Fp08Bnn6qLMfmY1g#exploring-itsm__section_enhance-it-services) |
| [Consolidate IT services ![]() Replace multiple tools with a single cloud platform. Manage resources, track performance, and deliver consistent service experiences from one system.](xUNvw1Fp08Bnn6qLMfmY1g#exploring-itsm__section_consolidate-it-services) | [Improve IT productivity with AI-powered solutions![]()Automate routine tasks with AI. Resolve incidents faster, reduce manual triage, and give agents more time for complex work.](xUNvw1Fp08Bnn6qLMfmY1g#exploring-itsm__section_improve-it-productivity) | [Gain visibility into processes and services![]()Monitor IT performance in real time with built-in dashboards and analytics. Identify trends, anticipate issues, and make informed decisions across your IT services.](xUNvw1Fp08Bnn6qLMfmY1g#exploring-itsm__section_itsm-analytics) |
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| Get started | Learn | Get help |
|-|-|-|
| * Explore ITSM packages on the [ServiceNow Products website](https://www.servicenow.com/products/itsm.html). * Browse the list of [ITSM products and applications](https://servicenow-prod.fluidtopics.net/reqsY4zOJ5tr8jp~IwT24g "IT Service Management (ITSM) provides a suite of applications that help organizations manage the end-to-end delivery of IT services, from incident resolution to change management and continuous improvement.") * Build skills with an ITSM course on ServiceNow University. {#r_ITServiceManagement__ul_bpm_1ht_vjb} | * [What is a service desk?](https://www.servicenow.com/products/itsm/what-is-a-service-desk.html) * [What is incident management?](https://www.servicenow.com/products/itsm/what-is-incident-management.html) * [What is IT Support?](https://www.servicenow.com/products/itsm/what-is-it-support.html) * [What is an IT ticketing system?](https://www.servicenow.com/products/itsm/what-is-it-ticketing-system.html) * [What is ITIL?](https://www.servicenow.com/products/itsm/what-is-itil.html) * [What is ITSM?](https://www.servicenow.com/products/itsm/what-is-itsm.html) * [What is Workforce Optimization for ITSM?](https://www.servicenow.com/products/workforce-optimization.html) {#r_ITServiceManagement__ul_qqg_rkg_5rb} | * Ask questions, share knowledge, and connect with other ITSM users in the [ServiceNow ITSM community](https://www.servicenow.com/community/itsm/ct-p/it-service-management). * Open a support case in [NOW Support](https://support.servicenow.com) (licensed customers only). {#r_ITServiceManagement__ul_dhc_n13_tjc} |
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