---
sourceDocument: Australia Release Notes
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/release-notes

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Release Notes

ft:clusterId :

    - rn

bundleId :

    - rn


---

# Simplified IT Service Management release notes

# Simplified IT Service Management release notes {#ariaid-title1}

Release version: Australia  
Updated April 1, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read  
The ServiceNow®
IT Service Management application provides simplified and automated implementation for administrators and a unified user experience for employees and fulfillers (service desk agents).

## About Simplified IT Service Management {#ai-native-it-service-desk-rn__ai-native-it-service-desk-rn-highlights}

* AI-powered automation reduces setup time and complexity: Administrators benefit from the guided setup processes and conversational AI agents, which help them configure ITSM workflows faster.
* Simplified experience for employees and requesters: Employees and requesters can request help, submit tickets, check status, use the employee portal, browse the catalog, and access knowledge.
* Faster issue resolution with simplified workflows: Fulfillers or service desk agents can resolve incidents and requests through a simplified, AI-first workspace that supports guided actions and faster issue resolution.
{#ai-native-it-service-desk-rn__exploring-ai-native-itsm_ul_a4n_wl2_whc}

## Activation and other requirements

Important:  
Simplified IT Service Management is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.

Activation information

:   Request the entitlement for IT Service Management from the ServiceNow Store and then install it. 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).{#ai-native-it-service-desk-rn__ai-native-it-service-desk-rn-activation-1}

## Version 3.2.3 {#ariaid-title2}

The ServiceNow®
IT Service Management application provides simplified and automated implementation for administrators and a unified user experience for employees and fulfillers (service desk agents).

### What's new {#ai-native-it-service-desk-rn-2026-08__ai-native-it-service-desk-rn-new-features}

[Simplified request process using Employee Slate](https://www.servicenow.com/docs/access?context=employee-experience-using-employee-slate&version=australia&pubname=australia-it-service-management&ft:locale=en-US)
:   A simplified request process is available:

    * A request is created for an order guide submission.
    * A requested item is created for a catalog item request.
    {#ai-native-it-service-desk-rn-2026-08__ul_khv_dql_njc}

[Automated and guided administrator experience](https://www.servicenow.com/docs/access?context=configuring-ai-native-itsm&version=australia&pubname=australia-it-service-management&ft:locale=en-US)
:
    * Configure Incident Management using the sn_incident_admin role and Request Management using the sn_request_admin role.
    * Configure change forms and lists in the Configuration Console.

{#ai-native-it-service-desk-rn-2026-08__ai-native-it-service-desk-rn-new-features-1}

## Version 3.1.1 {#ariaid-title3}

The ServiceNow®
IT Service Management application provides simplified and automated implementation for administrators and a unified user experience for employees and fulfillers (service desk agents).

### What's new {#ai-native-it-service-desk-rn-2026-07__ai-native-it-service-desk-rn-2026-07-new}

[Automated and guided administrator experience](https://www.servicenow.com/docs/access?context=configuring-ai-native-itsm&version=australia&pubname=australia-it-service-management&ft:locale=en-US){#ai-native-it-service-desk-rn-2026-07__ai-native-it-service-desk-rn-2026-07-new-feature-1}
:   A guided experience is available for inbound email configuration.

[Employee experience in Employee Slate](https://www.servicenow.com/docs/access?context=employee-experience-using-employee-slate&version=australia&pubname=australia-it-service-management&ft:locale=en-US)
:   Employee Slate is available as the primary engagement experience for incident and request notifications.
{#ai-native-it-service-desk-rn-2026-07__ai-native-it-service-desk-rn-2026-07-new-list}

## Version 3.0.2 {#ariaid-title4}

The ServiceNow®
IT Service Management application provides simplified and automated implementation for administrators and a unified user experience for employees and fulfillers (service desk agents).

### What's new {#ai-native-it-service-desk-rn-2026-06__ai-native-it-service-desk-rn-2026-06-new}

[Simplified fulfiller experience](https://www.servicenow.com/docs/access?context=fulfiller-experience-ai-native-itsm&version=australia&pubname=australia-it-service-management&ft:locale=en-US){#ai-native-it-service-desk-rn-2026-06__ai-native-it-service-desk-rn-2026-06-new-feature-1}
:   The simplified fulfiller experience includes the following updates.

    * Catalog tasks are shown on the home page so they can be tracked alongside incidents and requests.
    * The incident details layout has been updated on the incident form, including the position of attachments and configuration items.
    {#ai-native-it-service-desk-rn-2026-06__ul_nrb_2cf_4jc}

[Employee experience in Employee Slate](https://www.servicenow.com/docs/access?context=employee-experience-using-employee-slate&version=australia&pubname=australia-it-service-management&ft:locale=en-US)
:   Simplify employee experience by leveraging the conversational experience in Employee Slate.

[Automated and guided administrator experience](https://www.servicenow.com/docs/access?context=configuring-ai-native-itsm&version=australia&pubname=australia-it-service-management&ft:locale=en-US)
:   A guided experience is available for the following configurations:

    * Employee Slate
    * Configuration items
    * Core setup areas required to make Change Management operational.
    {#ai-native-it-service-desk-rn-2026-06__ul_mnq_1pl_njc}

[Redirection to Service Operations Workspace](https://www.servicenow.com/docs/access?context=configuring-ai-native-itsm&version=australia&pubname=australia-it-service-management&ft:locale=en-US)
:   Redirection to Service Operations Workspace
    Admin Center is available to configure advanced ITSM workflows such as Problem Management, Major Incident Management, On-Call Scheduling, and Walk-up Experience.
{#ai-native-it-service-desk-rn-2026-06__ai-native-it-service-desk-rn-2026-06-new-list}

## Version 2.0.1 {#ariaid-title5}

The ServiceNow®
IT Service Management application provides simplified and automated implementation for administrators and a unified user experience for employees and fulfillers (service desk agents).

### What's new {#ai-native-it-service-desk-rn-2026-04__ai-native-it-service-desk-rn-new-features}

[Simplified employee experience through Employee Center portal](https://www.servicenow.com/docs/access?context=employee-experience-employee-center&version=australia&pubname=australia-it-service-management&ft:locale=en-US)
:   Simplify employee experience by leveraging the automated self-service and browsing experience in the Employee Center portal. The following capabilities are available as part of the employee experience:

    * A simplified Employee Center portal with a conversational experience that supports chat, catalog, and knowledge content.
    * Prebuilt catalog items for common IT issues and requests.
    * Requester surveys for incidents and requested items.
    * Multi-channel support through Employee Center, email, Microsoft Teams, and Slack.
    {#ai-native-it-service-desk-rn-2026-04__ul_wts_qxk_53c}

[Simplified fulfiller experience](https://www.servicenow.com/docs/access?context=fulfiller-experience-ai-native-itsm&version=australia&pubname=australia-it-service-management&ft:locale=en-US)
:   Provide an efficient IT support experience for incident and request management by leveraging AI recommendations for the following:

    * Resolution steps and knowledge base recommendations
    * Incident and chat summaries
    * Resolution notes and email response generation
    * Recommended actions such as linking similar incidents or ordering catalog items

    {#ai-native-it-service-desk-rn-2026-04__ul_zym_2ft_53c}

    A role-based manager dashboard with key service desk metrics, date-range filtering, and agent-level filtering is available.
    {#ai-native-it-service-desk-rn-2026-04__ai-native-it-service-desk-rn-new-features-2}

[Automated and guided administrator experience](https://www.servicenow.com/docs/access?context=configuring-ai-native-itsm&version=australia&pubname=australia-it-service-management&ft:locale=en-US)
:   Set up multiple ITSM workflows (incident management and request management) by leveraging the guided and conversational setup process. The following capabilities are available for administrators:

    * Default configuration settings that are automatically applied to installed products or modules. You can review and modify these settings.
    * A guided configuration experience for ITSM workflows.
    * AI agents to configure ITSM workflows from a single admin UI page using natural language. See [Conversational AI Agents for configurations](https://www.servicenow.com/docs/access?context=agents-ai-native-it-service-desk&version=australia&pubname=australia-it-service-management&ft:locale=en-US).
    {#ai-native-it-service-desk-rn-2026-04__ul_tvf_fxk_53c}
{#ai-native-it-service-desk-rn-2026-04__ai-native-it-service-desk-rn-new-features-1}