--- 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 --- # IT Service Management # IT Service Management {#ariaid-title1} * Versão de lançamento: Australia * * Atualizado 12 de mar. de 2026 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 min. de leitura The IT Service Management (ITSM) solution provides scalable workflows to manage and deliver IT services to your users all through a single cloud-based platform. The ITSM solution can help increase your agents' productivity, resolve issues quickly, and improve user satisfaction. Also, powered by platform native AI, you can quickly accelerate technology changes and view recommended actions for incoming tickets or requests and drive self-service and automation through enterprise chatbot technology. The ServiceNow AI Platform® also provides users access to ITSM via mobile or web-portal interfaces. Figura 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 was built for the cloud and has its own shared data model, AI, and workflow automation that are leveraged by many IT applications. The combination of the ServiceNow platform and applications helps you increase productivity by automatically identifying and resolving issues, which reduces the negative business impacts of unplanned, non-strategic work. Figura 2. Comparing a typical IT department with scattered tools to the ServiceNow AI Platform linking IT functions [View and download the full infocard](https://downloads.docs.servicenow.com/resource/enus/infocard/itsm-statcard-paris.pdf) for a highlight of ITSM features. |-|-| | ![Automate IT service]() | Enhance the service experience Automate support for common requests with virtual agents powered by natural language understanding (NLU). Engage users with natural, human conversation to provide consistent good customer service experiences. | | ![Consolidate IT service]() | Consolidate IT services Rapidly consolidate existing tools to a single system of action in the cloud. | | ![Improve IT productivity with ML solutions]() | Improve IT productivity Use machine learning algorithms and virtual agents to automate routine tasks and increase the productivity of agents. | | ![Dashboards and analytics solutions]() | Gain visibility into processes and services Get full visibility into any process or service with built-in dashboards and analytics providing real-time, actionable information to improve service quality. | | ![Mobile connectivity]() | Provide mobile connectivity Enable employees to find answers and get work done from a modern mobile application. | [ ] {#r_ITServiceManagement__table_uw5_lxw_sjb} ## Enhance the service experience {#r_ITServiceManagement__section_tzz_1kr_qjb} Automate routine agent interactions and increase the speed of resolution from the Employee Center portal. With supervised machine learning, you can automate incident categorization and assignment and eliminate bottlenecks created by manual incident triaging. Meet increasing demands without further adding staff and empower existing IT staff to focus on more meaningful work. For more information on the Employee Center portal and the features, see [Employee Center for IT Service Management](https://www.servicenow.com/docs/access?context=itsm-n-ec-integration&version=australia&pubname=australia-employee-service-management&ft:locale=en-US). ## Consolidate IT services {#r_ITServiceManagement__section_pls_ffq_1kb} Figura 3. Consolidated IT services diagram Reduce the number of separate tools your company uses to provide a consistent service experience regardless of the issue or the request. Consolidating IT services enables you to better manage and allocate resources and track performance. You can have a single reliable source of information where performance is monitored in real time and data is easy to capture and report. ## Improve IT productivity {#r_ITServiceManagement__section_z1v_jkr_qjb} Accelerate resolution with built-in machine learning. Chatbots provide immediate resolution to common questions. With ITSM Virtual Agent in action, you can have employees with 24\*7 support service. Service desk agents can take advantage of machine-learning automation to resolve incidents and recommend resolutions for agents based on similar incidents solved in the past. ## Gain visibility into processes and services {#r_ITServiceManagement__section_v2b_jy1_yjb} Figura 4. Gain visibility into processes and services Make smarter decisions with real-time analytics across the entire IT value chain. Get new insights into service performance using data trends and forecasts. With Performance Analytics, you can anticipate trends based on current conditions and past performance and identify areas where automation can increase efficiency. ## Provide mobile connectivity {#r_ITServiceManagement__section_jzr_jmr_qjb} Stay connected and access information in real time using the ITSM mobile agent. You can access work assigned to you or your group, receive push notifications, and approve or reject change requests and requested items. The ITSM mobile agent is available on the iOS platform from the Apple App Store or on the Android platform from the Google Play Store. ## Edge Encryption for ITSM Virtual Agent within ITSM {#r_ITServiceManagement__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 [Understanding 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. 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). Nota: There are limitations when using edge encryption. See [Edge Encryption limitations](https://www.servicenow.com/docs/access?context=edge-encryption-limitations&version=australia&pubname=australia-platform-security&ft:locale=en-US). ## Get started {#r_ITServiceManagement__section_pqm_vfr_qjb} * Set up the service management module for a modern ITSM experience. To learn more, see [Customer Success Center](https://www.servicenow.com/success.html). * Learn about the different ITSM packages that work for your business on the [ServiceNow Products website](https://www.servicenow.com/products/itsm.html). * Take an ITSM course to manage and deliver services to your users. To sign up, go to [ServiceNow training and certification](https://www.servicenow.com/services/training-and-certification.html). * Read the product documentation, beginning with [IT Service Management](https://servicenow-prod.fluidtopics.net/~TnFzh33~ft~u~tuYX_Ayg "The IT Service Management (ITSM) solution provides scalable workflows to manage and deliver IT services to your users all through a single cloud-based platform."). {#r_ITServiceManagement__ul_bpm_1ht_vjb} ## Learn {#r_ITServiceManagement__section_c2h_4kg_5rb} * [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} ## Applications and features {#r_ITServiceManagement__section_vpq_1j1_pjb} * [Machine learning solutions for IT Service Management](https://servicenow-prod.fluidtopics.net/NTli4DL9gtrg_AaD45KIeg "Machine learning in IT service management helps to enhance business scalability and improve business operations for organizations.") * [Now Assist for IT Service Management (ITSM)](https://servicenow-prod.fluidtopics.net/v5fa_wfjzBrzgXEokWfdIA "Use the ServiceNow Now Assist for IT Service Management (ITSM) application to summarize the incident information, generate incident resolution notes, and summarize the chat for an interaction. You can enable your agents to understand the chat and incident context so that they can propose quicker resolutions to your requesters.") * [Asset Management](https://servicenow-prod.fluidtopics.net/66~lgyRc1K9g4r_ennkL4g "The ServiceNow Asset Management application integrates the physical, technological, contractual, and financial aspects of information technology assets.") * [Benchmarks](https://servicenow-prod.fluidtopics.net/sHiJHCcp2LicgGxnRUcB6g "The ServiceNow Benchmarks application gives you instant visibility into your key performance indicators (KPIs) and trends, as well as comparative insight relative to industry averages of your peers and to the industry top performers. You can contrast the performance of your organization with recognized industry standards, view a side-by-side comparison of performance with global benchmarks, and implement recommendations for improved performance.") * [Change Management](https://servicenow-prod.fluidtopics.net/pfteNz_yWzu1C~2hAoi3Ww "The ServiceNow Change Management application provides a systematic approach to control the life cycle of all changes, facilitating beneficial changes to be made with minimum disruption to IT services.") * [Coaching](https://servicenow-prod.fluidtopics.net/UNQuTEoynnzThD9UwtDhGw "Use ServiceNow Coaching to monitor your teams' performance and coach your employees to improve their skill set.") * [Collaboration services](https://servicenow-prod.fluidtopics.net/8evOEQbcuIqno0Pphukdnw "Collaboration services provides a way to communicate and collaborate in real-time. You can directly use a collaboration tool from task records and as a channel within communication plans.") * [Continual Improvement Management](https://servicenow-prod.fluidtopics.net/Dghf6r4l_ydfRWFvw0cJWw "Use the ServiceNow Continual Improvement Management (CIM) application to request improvement opportunities, and implement phases and tasks to meet performance goals, track progress, and measure success.") * [Contract Management](https://servicenow-prod.fluidtopics.net/16jDHNqbtKqx3P6JsWQrYA "Manage and track contracts with the ServiceNow Contract Management application.") * [DevOps Change Velocity](https://servicenow-prod.fluidtopics.net/KlqTSSoR1wQvb90QMt4idg "With ServiceNow DevOps Change Velocity, you can import data from your DevOps tool chain to the ServiceNow platform and deliver changes faster without sacrificing compliance.") * [DevOps Config](https://servicenow-prod.fluidtopics.net/D9_TTZje_iK_eB9EOlxymA "The ServiceNow DevOps Config application validates and manages the configuration data of your enterprise applications across every stage of the DevOps pipeline.") * [Digital Product Release](https://servicenow-prod.fluidtopics.net/N5AxcnCetsTDxwh1gVqRBQ "ServiceNow Digital Product Release (DPR) is a release management solution that helps release managers, product managers, and program managers manage the release process.") * [Digital End-User Experience](https://servicenow-prod.fluidtopics.net/JJYcDcj41nvaUcw~fMc7QA "ServiceNow Digital End-User Experience (DEX) offers comprehensive monitoring for applications, networks, and devices, promoting optimal performance across all channels. DEX includes Application and Device Health for monitoring performance and compliance, DEX Content Playbook for facilitating remediation with policies and metrics checks, and Desktop Assistant for integrating ServiceNow functionalities into the daily end-user workflows.") * [Digital Portfolio Management](https://servicenow-prod.fluidtopics.net/AA3bwZI8lhS5uh1yc7UuCA "Manage and maintain all your solutions (services, service offerings, business applications, and service instances) from a single location using the ServiceNow Digital Portfolio Management (DPM) Workspace. DPM pulls in data from across the ServiceNow platform so you see impacts in the context of solutions that you own or care about.") * [Expense Line](https://servicenow-prod.fluidtopics.net/C_ZoZCza8vAE0_wXhJ2hgw "Expense lines enable you to track costs and represent when a point-in-time expense incurred. Expense lines can be created manually or generated by the scheduled processing of recurring costs.") * [Employee Center](https://www.servicenow.com/docs/access?context=employee-center-landing-page&version=australia&pubname=australia-employee-service-management&ft:locale=en-US) * [Incident Management](https://servicenow-prod.fluidtopics.net/U6fcB4mDRFAD~daDRz_y3w "Incident Management restores normal service operation while minimizing impact to business operations and maintaining quality.") * [Incident Communications Management](https://servicenow-prod.fluidtopics.net/7eTlX1ns5vv5rJHcOJzMDQ "The ServiceNow Incident Communications Management application enables organizations to create and manage communications related to major business issues or incidents.") * [ITSM Virtual Agent](https://servicenow-prod.fluidtopics.net/YDKCGxFazfKXZnW12vI9sg "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.") * [ITSM Mobile Agent](https://servicenow-prod.fluidtopics.net/LHxIVUbAtAlNnK0miC4Jew "The ServiceNow ITSM Mobile Agent app delivers base system mobile-first experiences designed for IT agents to triage, act on, and resolve incidents on the go.") * [ITSM Success Dashboard](https://servicenow-prod.fluidtopics.net/rgGwNsnECE~n4rBRymaFYw "ITSM Success Dashboard indicators provide insights to the IT leadership team and process owners so that they can measure the performance of their ITSM implementation using the KPIs defined by ServiceNow.") * [ITSM Platform Analytics Solutions](https://servicenow-prod.fluidtopics.net/T9dudbK08WSlUoqS2TIE~A "The ITSM Dashboards content pack provides several Platform Analytics Solutions that contain preconfigured dashboards. This content pack also includes several dashboards and indicators of its own. These dashboards contain actionable data visualizations that help you improve your business processes and practices.") * [On-call scheduling](https://servicenow-prod.fluidtopics.net/Y94roTZt6Ss2mLoAjuAdmw "The On-Call Scheduling application identifies the assigned and available member of a support group, for example, when assigning an incident.") * [Operational Technology Incident Management](https://www.servicenow.com/docs/access?context=operational-technology-incident-management-landing-page&version=australia&pubname=australia-operational-technology&ft:locale=en-US) * [Operational Technology Change Management](https://www.servicenow.com/docs/access?context=operational-technology-change-management-landing-page&version=australia&pubname=australia-operational-technology&ft:locale=en-US) * [Procurement](https://servicenow-prod.fluidtopics.net/ybX5bYgPw8gx5YtqLX_Umg "Procurement managers can use the ServiceNow Procurement application to create purchase orders and to obtain items for fulfilling service catalog requests.") * [Product Catalog](https://servicenow-prod.fluidtopics.net/FNWMlpedqGM3e6iNf7LCXA "The product catalog is a set of information about individual models. Models are specific versions or various configurations of an asset. Asset managers use the product catalog as a centralized repository for model information.") * [Problem Management](https://servicenow-prod.fluidtopics.net/mxLHwg9NAaOqakCM5v1HEw "The ServiceNow Problem Management application helps you identify the cause of errors in the IT infrastructure that are reported as occurrences of related incidents.") * [Release Management](https://servicenow-prod.fluidtopics.net/OX570MdeF~JL0FQpJMqArA "The ServiceNow Release Management v2 application encompasses the planning, design, build, configuration, and testing of hardware and software releases to create a defined set of release components.") * [Request Management](https://servicenow-prod.fluidtopics.net/_hg3xy_T7hUxISXsSoqMDA "Request Management allows employees to submit requests for services, products, or information through a self-service portal. It streamlines fulfillment workflows, reduces manual effort, and improves visibility into request status for both users and agents.") * [Service Operations Workspace for ITSM](https://servicenow-prod.fluidtopics.net/tprCObw62uHKjvn2VZ3p0A "ServiceNow Service Operations Workspace is a configurable workspace that provides a unified experience for multiple IT Service Management and IT Operations Management workflows. Configure your agent experience using the easy-to-navigate interface of Service Operations Workspace for ITSM.") * [Service Portfolio Management](https://servicenow-prod.fluidtopics.net/bR08RTgNEhJFHqxDSn5hyg "ServiceNow Service Portfolio Management enables you to improve your IT business operations and meet customer demands by documenting and managing your IT services using a standardized, structured format.") * [Service Builder](https://servicenow-prod.fluidtopics.net/vTp7FRUulvLPgPgrCEmnnw "Create and edit services and service offerings using the ServiceNow Service Builder application. Service Builder is an interactive, guided experience as you create and edit services and service offering details. Even though Service Builder is a feature of Service Portfolio Management, its plugin is part of the Digital Portfolio Management list of products in the ServiceNow Store.") * [Site Reliability Metrics](https://servicenow-prod.fluidtopics.net/tJgXSO91Dpf9hywXKOuVGA "Site Reliability Metrics (SRM) is an application that extends Site Reliability Operations (SRO). It serves as a signal aggregation point for Application Performance Management (APM) alerts.") * [Site Reliability Operations](https://servicenow-prod.fluidtopics.net/VkeEEhrvWfIh4~X1vzll3A "Enterprises rely on digital services to deliver modern customer experiences. These digital services run on applications that need rapid development, testing, and production to deliver business outcomes.") * [Task Outage](https://servicenow-prod.fluidtopics.net/ho8dyUw8yTqqedlplGsesw "CI unavailability, or outage, is the actual down time of a CI. Whenever there is an outage for any of the CI items, the outage information is stored in the Outage [cmdb_ci_outage] table. The Task-Outage table [task_outage] maintains the mapping between the Task [task] table and the Outage [cmdb_ci_outage] table.") * [Task Intelligence for ITSM](https://servicenow-prod.fluidtopics.net/rZnDBwDyQENoV~NGYhhnSQ "ServiceNow Task Intelligence for ITSM uses machine learning to set up, deploy, and track solution-based models to achieve important business outcomes.") * [Walk-up Experience](https://servicenow-prod.fluidtopics.net/SzRk_6Jayh6ZJXRUFodm9g "Walk-up Experience aims to enhance the user experience by providing in-person as well as remote assistance to the users for their IT-related issues.") * [Workforce Optimization for ITSM](https://servicenow-prod.fluidtopics.net/OC5PMxVMxsgFJABj~PkRsw "Manage and maintain the productivity of your workforce from a single location using Workforce Optimization for ITSM. Using this application, you can efficiently manage your team's skills and schedules, route work assignments to your team, and monitor their performance.") {#r_ITServiceManagement__ul_od3_cj1_pjb}