ITSM - Foundation release notes

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

    The ITSM - Foundation application on the ServiceNow Store introduces an AI-native IT Service Management experience designed to enhance both requesters’ and fulfillers’ efficiency. It provides out-of-the-box generative AI skills and AI Agents that accelerate case resolution by delivering faster answers, contextual summaries, and intelligent next-step recommendations. The application integrates with communication platforms like Slack and Teams to deflect and resolve requests naturally and quickly.

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    Key Features

    • Manager Dashboard (Version 2.0.3): A new consolidated interface that aggregates all incidents under a manager’s responsibility, organizing them into issue-based clusters with high-level health metrics and drill-down views for actionable incident management.
    • Create Incident AI Agent Improvements (Version 2.0.3): Migrated to a Hierarchical Agent model to resolve hallucination and rendering issues, with full compatibility for NextWave off-glide orchestrator and removal of VA dependency.
    • Incident Assist Agentic Workflow (Version 1.0.5): A conversational AI experience that supports incident investigation by accessing multiple related tables (incident, change, problem, SLA, CI, outage) for context-based querying.
    • Request Management Summarization and Activity Response (Version 1.0.5): Summarization skills for Requests, Requested Items, and Catalog tasks, along with activity response generation in both Core UI and Service Operations Workspace.
    • Now Assist Enhancements: AI-driven features that summarize incidents, suggest next steps, and automate work routing to reduce triage time for service desk agents.

    Fixes and Updates

    • Resolved issues with platform skills visibility in Now Assist Skills admin panel.
    • Fixed display and interaction problems in the Recommended Actions panel, including loading indicators, search functionality, filter visibility, and cursor behavior.
    • Deprecated and removed the Suggested Steps feature; customers are encouraged to transition to AI-driven recommendations in Now Assist for ITSM.
    • Addressed defect fixes and plugin upgrade issues in prior releases.
    • Aligned version numbering with ServiceNow platform release cadence.

    What Customers Can Expect

    ServiceNow customers deploying ITSM - Foundation will benefit from a streamlined AI-powered service management experience that enhances incident oversight for managers, improves agent productivity with contextual AI assistance, and delivers faster, more accurate request handling through natural language interfaces. The solution reduces manual effort, improves case context availability, and provides actionable insights to drive better service outcomes.

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

    Important:
    For details on system requirements and family compatibility, view the application listing on the ServiceNow Store website.
    Version 2.0.3 - June 2026
    • New: 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.
    • Changed:
      • The Create Incident AI Agent has been migrated to a Hierarchical Agent model, resolving hallucination and rendering issues on NextWave and removing the VA dependency.
      • The Create Incident AI Agent has been updated for full NextWave off-glide orchestrator compatibility, resolving functional deviation issues from GA readiness testing.
    • Fixed:
      • Platform skills not appearing in the Now Assist Skills admin panel (even with ignoreFulfillerSubscriptionCheck enabled) have been resolved.
      • Display and interaction issues in the Recommended Actions panel have been resolved: misaligned loading indicator, non-functional search icon, footer-obscured filters, and incorrect cursor on non-clickable content.
    • Removed: Suggested Steps has been deprecated and removed. Customers should transition to AI-driven recommendations in Now Assist for ITSM.
    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
      • Generate summaries of Request Management records - Summarization skills for Requests, Requested Items, and Catalog tasks in both Core UI and Service Operations Workspace
      • Activity Response Generation for Requests - Activity response generation skills for Requests and Requested Items in both Core UI and Service Operations Workspace
    Version 1.0.3 - April 2026
    Foundation is the entry point into ServiceNow's AI-native ITSM experience, designed to give requesters faster answers and fulfillers a head start on every case. It delivers out-of-the-box GenAI skills and AI Agents that help your team work smarter — not replace them. On the requester side, Moveworks deflects requests at the point of ask before anything reaches the service desk, surfacing answers from 25K+ indexed knowledge articles and resolving requests through natural language across Slack, Teams, and web. On the fulfiller side, Now Assist speeds up resolution from the moment a case is created — summarizing incidents so agents start with full context, and cutting triage time with AI that suggests next steps and routes work automatically. Core capabilities include summarization, pattern recognition, categorization, and task-based assistance.