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

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# AI-native IT Service Management

# AI-native IT Service Management {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

AI-native IT Service Management (AI-native ITSM) provides an AI-native solution for simplified and unified implementation and user experience across multiple ITSM products.

## AI-native ITSM users {#ai-native-itsm-overview__cf-exploring-parent-users}

{#ai-native-itsm-overview__table_pn3_2dg_5hc__entry__2}

| User | Description |
|-|-|
| Administrator | Implements and sets up AI-native ITSM. |
| Employee or requester | Requests help, submits tickets, checks status, uses the employee portal, browses the catalog, or accesses knowledge. |
| Fulfiller | Resolves incidents and requests through a simplified, AI-first workspace that supports multi-channel engagement, guided actions, and faster issue resolution. |
[Tabela 1. Users]

{#ai-native-itsm-overview__table_pn3_2dg_5hc}

## AI-native ITSM benefits {#ai-native-itsm-overview__cf-exploring-parent-benefits}

{#ai-native-itsm-overview__table_sn3_2dg_5hc__entry__3}

| Benefit | Feature | Users |
|-|-|-|
| Automated and simplified admin experience | * Guided and conversational setup process that helps administrators through each step with contextual assistance * Installation with default presets for each customer * Contextual learning resources {#ai-native-itsm-overview__ul_a4n_wl2_whc} | Administrator |
| Simplified AI-native employee experience | * Employee portal with an automated self-service and browsing experience * AI-driven deflection and triage of employee issues via prebuilt requester AI Agents and AI Search. * Integrated Microsoft Teams experience for deflection of incidents {#ai-native-itsm-overview__ul_uks_zl2_whc} | Employee or requester |
| Simplified AI-native fulfiller experience | * Agentic workflows that evaluate, triage, draft smart responses, and suggest resolution steps * Contextual AI support for instant summaries, resolution notes, knowledge articles, and next steps {#ai-native-itsm-overview__ul_bmc_fm2_whc} | Fulfiller |
[Tabela 2. AI-native ITSM benefits]

{#ai-native-itsm-overview__table_sn3_2dg_5hc}