ITSM - Advanced release notes

  • Release version: Store
  • Updated June 11, 2026
  • 3 minutes to read
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    Summary of ITSM - Advanced release notes

    The ITSM - Advanced application on the ServiceNow Store introduces enhanced AI-driven capabilities for incident, change, and problem management designed to improve automation, resolution speed, and managerial oversight. The updates focus on empowering fulfillers and administrators with intelligent tools that streamline workflows and improve service quality.

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    Key Features

    • Fulfiller Actions from Incidents: Fulfillers can now directly create change requests, propose major incidents, and open problem records from an incident, facilitating faster issue escalation and resolution.
    • Enhanced Now Assist Chat Module: Embedded chat now offers contextual resolution actions including drafting or attaching knowledge articles, proposing major incidents, creating changes or problems, and sending next steps to requesters. AI-assisted triage, resolution guidance, and summaries are surfaced natively on incident records.
    • Change Quality Agent: Quality scores for change requests are persistently stored with detailed metadata for improved reporting, auditing, and risk detection throughout the change lifecycle.
    • Manager Dashboard: Aggregates incidents under manager responsibility, clustering issues by type, and providing high-level health metrics with drill-down capabilities for focused incident management.
    • AI-native Conversational Configuration: Change Management can be configured through a natural language conversational agent, simplifying setup for administrators with limited ServiceNow expertise.
    • Incident Creation AI Agent: Migrated to a Hierarchical Agent model running natively on the NextWave orchestrator for consistent, accurate incident creation without dependency on Virtual Agent (VA), resolving prior functional issues.
    • New Incident Assist Agentic Workflow: Supports context-based incident investigation by accessing multiple related tables, improving investigation efficiency.
    • DEX Integration: Includes Zoom call diagnostics and device boot time monitoring with actionable resolutions to assist service desk agents in diagnosing and resolving end-user experience issues.

    Fixes and Improvements

    • Resolved visibility issues with Platform skills in the Now Assist admin panel.
    • Fixed UI and interaction problems in the Recommended Actions panel.
    • Deprecated the Suggested Steps feature, recommending transition to AIOps LEAP recommendations for superior guidance.
    • General defect fixes and plugin upgrade stability improvements.

    Practical Benefits for ServiceNow Customers

    • Increased Efficiency: Automates complex workflows and reduces manual tasks for fulfillers and administrators, accelerating incident and change management.
    • Improved Incident Resolution: AI-driven triage and native integration of resolution actions help deliver faster, more accurate outcomes.
    • Enhanced Manager Oversight: Consolidated dashboards provide actionable insights into incident health and problem areas for better decision-making.
    • Simplified Administration: Conversational AI agents make configuration more accessible, reducing the need for deep platform expertise.
    • Better User Experience: Diagnostic tools integrated directly into workflows help quickly identify and resolve common end-user issues such as Zoom call quality and device boot delays.
    • Future-readiness: The platform is evolving towards more autonomous, AI-driven IT and HR service delivery, with specialized assistants planned in upcoming releases.

    Version history for the ServiceNow® ITSM - Advanced application on the ServiceNow Store.

    Important:
    For details on system requirements and family compatibility, view the application listing on the ServiceNow Store website.
    Version 3.0.1 - June 2026
    • New: Fulfiller actions from an incident: Fulfillers can create a change request, propose a major incident, and create a problem record for an incident.
    • Changed:
      • Enhanced embedded Now Assist chat module card with contextual resolution actions: draft or attach a knowledge article, propose a major incident, create a change or problem, and send next steps to the requester.
      • AI-assisted incident triage, resolution guidance, and summaries surfaced natively on the record.
    Version 2.0.3 - June 2026
    • New:
      • The Change Quality Agent now persists quality scores in a dedicated table linked to each change record, enabling persistent reporting and downstream use. Scores include metadata such as timestamps, scoring version, and contributing factors, and are available for dashboards, audits, and risk-detection workflows across the full change lifecycle.
      • A new manager dashboard experience aggregates all incidents under a manager responsibility and organizes them into issue-based clusters. The dashboard provides high-level health metrics with drill-down into cluster-specific views, giving incident managers a consolidated and actionable view of incident health and emerging problem areas in a single interface.
      • IT administrators can now configure Change Management through an AI-native conversational agent in the Product Console, replacing complex admin navigation. The guided agent walks administrators through key settings including approvals, risk scoring, and workflows via natural language, making Change Management configuration accessible to customers with limited ServiceNow expertise.
    • Changed:
      • The Create Incident AI Agent has been migrated from VA topic-based orchestration to a Hierarchical Agent model, resolving hallucination, functional deviation, and rendering issues on the NextWave orchestrator. The agent now runs natively on NextWave without VA dependency, delivering a consistent and reliable incident creation experience for end users.
      • The Create Incident AI Agent has been evaluated and updated for compatibility with the NextWave off-glide orchestrator. All hallucination and functional deviation issues identified during GA readiness testing have been resolved, ensuring consistent and accurate incident creation behavior across both VA-based and NextWave runtime environments.
    • Fixed:
      • An issue has been resolved where Platform skills were not appearing in the Now Assist Skills admin panel even when the ignoreFulfillerSubscriptionCheck system property was enabled. Administrators can now successfully view and activate Platform skills from the Now Assist admin interface.
      • Several display and interaction issues in the Recommended Actions panel have been resolved, including a misaligned loading indicator on the search box, a non-functional full-view search icon, filter dropdowns obscured by the footer, and an incorrect hand cursor appearing on non-clickable KB article and AI action content.
    • Removed: The Suggested Steps feature has been deprecated and removed from Now Assist for ITSM. Customers previously using Suggested Steps should transition to the AIOps LEAP recommendations available through updated Now Assist for ITSM capabilities.
    Version 1.0.8 - June 2026
    Defect fixes and plugin upgrade issue fixed.
    Version 1.1.4 - May 2026
    No functional changes in this release. Version incremented to align with the platform release cadence.
    Version 1.0.5 - May 2026 (Zurich, Australia)
    • New:
      • Incident Assist Agentic Workflow -New conversational experience for incident investigation. Incident Assist is capable of answering context-based queries by accessing multiple related tables (incident, change, problem, SLA, CI, outage) through NAP
      • Activity Response Generation for Requests - Activity response generation skills now available for Requests and Requested Items in both Core UI and Service Operations Workspace
      • Zoom Call Diagnostics (DEX Integration) - Diagnose and resolve Zoom call quality issues with device-level root cause analysis and suggested resolutions
      • Device Boot Time Monitoring - Monitor device boot time and use Now Assist to quickly diagnose startup delays with actionable resolutions
      • DEX Issue Diagnosis Agentic Workflow - Integration of Zoom call diagnostics in the agentic workflow to enable service desk agents to diagnose Zoom call quality issues.
    • Changed:
      • Change Request Risk Explanation - Skill configuration moved to NASK
      • Change Request Summarization - Skill configuration moved to NASK
    Version 1.0.3 - April 2026
    Advanced moves beyond assistance into automation, designed to deflect complex requests upfront and automate what reaches the desk. AI doesn't just help — it does some of the work by understanding context, applying domain knowledge, and automating entire processes end-to-end through out-of-the-box agentic workflows. On the requester side, Moveworks handles domain-specific IT and HR requests at the point of conversation before they become tickets, deflecting nuanced requests using OOTB Specialized Assistants and guiding employees through policy-aware responses. On the fulfiller side, Now Assist starts resolving cases the moment they land so fulfillers spend less time on setup and more time closing — executing multi-step workflows autonomously using OOTB agentic workflows for IT and HR. Specialized Assistants for IT and HR are coming in H2 2026.