Simplified IT Service Management release notes

  • Release version: Store
  • Updated June 11, 2026
  • 1 minute to read

    • Version history for the ServiceNow® Simplified IT Service Management application on the ServiceNow Store.

    Important:
    For details on system requirements and family compatibility, view the application listing on the ServiceNow Store website.
    Version 3.0.2 - June 2026
    • New:
      • Employee experience: Front door employee experience (Employee Slate): a conversation-first portal with a unified Activity Hub displaying open incidents and requested items, fulfillment progress, a Needs Attention area, and a simplified Request experience.
      • Fulfiller experience: Catalog tasks on the landing page: IT agents can track catalog tasks alongside incidents and requests on the fulfiller homepage.
      • Admin experience
        • Expand to Service Operations: a guided upgrade path adds Major Incident, Problem, On call, and Walk up Management, with one-click install and direct navigation to admin setup.
        • Employee Slate IT Service Management onboarding: the configuration console includes the Employee Slate setup task as part of IT Service Management onboarding.
        • CMDB onboarding: the configuration console includes configuration item setup task as part of IT Service Management onboarding.
    • Changed:
      • Fulfiller experience
        • Embedded Now Assist enhancements: the incident record card now surfaces contextual actions at resolution: draft or attach a knowledge article, propose a major incident, create change or problem records, and share resolution steps with the requester. Actions appear only when relevant to the incident context.
        • Incident form layout: updates to the Incident details layout, including the position of Attachments and Configuration Items on the form.
      • Admin experience
        • AI agent improvements: improvements to the AI agents that help configure routing rules, categories, and subcategories.
        • Configuration console setup tasks: updated header and footer for a consistent experience and clearer understanding of each task.
    Version 2.1.0 - May 2026
    • Changes:
      • AI Approval Assistant helps managers review and act on incoming approval requests.
      • Fixes and stability improvements for AI Agent workflows used by service desk agents, including ticket triaging and response generation
      • Improvements to AI Agents for setup and configuration.
    Version 2.0.1 - April 2026
    • Enable an AI-first comprehensive admin, employee, and fulfiller experience for ITSM workflows.
    • Admin: An AI-first centralized and intuitive admin experience that enables customers to configure their ITSM workflows to meet their business needs.
    • Employee: An AI-first comprehensive employee experience focused on a simplified Core IT portal with an AI chat first approach to find answers, order items, check status, and create incidents.
    • Fulfiller: An AI-first efficient IT support experience to support multi-channel IT support with a focus on simplified incident and request management.