---
title: Simplified IT Service Management release notes
description: The ServiceNow IT Service Management application provides simplified and automated implementation for administrators and a unified user experience for employees and fulfillers \(service desk agents\).The ServiceNow IT Service Management application provides simplified and automated implementation for administrators and a unified user experience for employees and fulfillers \(service desk agents\).The ServiceNow IT Service Management application provides simplified and automated implementation for administrators and a unified user experience for employees and fulfillers \(service desk agents\).The ServiceNow IT Service Management application provides simplified and automated implementation for administrators and a unified user experience for employees and fulfillers \(service desk agents\).The ServiceNow IT Service Management application provides simplified and automated implementation for administrators and a unified user experience for employees and fulfillers \(service desk agents\).
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/release-notes/ai-native-it-service-desk-rn.html
release: australia
topic_type: topic
last_updated: "2026-04-01"
reading_time_minutes: 3
breadcrumb: [IT Service Management release notes, Features and changes by product, Release notes for upgrading from Zurich, Learn about the Australia release, Australia release notes]
---

# Simplified IT Service Management release notes

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-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.

## 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).


**Parent Topic:**[IT Service Management release notes](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/release-notes/it-service-management-rn-landing.md)

## Version 3.2.3

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

-   **[Simplified request process using Employee Slate](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/employee-experience-using-employee-slate.md)**

    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.
-   **[Automated and guided administrator experience](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/configuring-ai-native-itsm.md)**
    -   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.

## Version 3.1.1

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

-   **[Automated and guided administrator experience](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/configuring-ai-native-itsm.md)**

    A guided experience is available for inbound email configuration.

-   **[Employee experience in Employee Slate](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/employee-experience-using-employee-slate.md)**

    Employee Slate is available as the primary engagement experience for incident and request notifications.


## Version 3.0.2

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

-   **[Simplified fulfiller experience](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/fulfiller-experience-ai-native-itsm.md)**

    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.
-   **[Employee experience in Employee Slate](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/employee-experience-using-employee-slate.md)**

    Simplify employee experience by leveraging the conversational experience in Employee Slate.

-   **[Automated and guided administrator experience](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/configuring-ai-native-itsm.md)**

    A guided experience is available for the following configurations:

    -   Employee Slate
    -   Configuration items
    -   Core setup areas required to make Change Management operational.
-   **[Redirection to Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/configuring-ai-native-itsm.md)**

    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.


## Version 2.0.1

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

-   **[Simplified employee experience through Employee Center portal](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/employee-experience-employee-center.md)**

    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.
-   **[Simplified fulfiller experience](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/fulfiller-experience-ai-native-itsm.md)**

    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
    A role-based manager dashboard with key service desk metrics, date-range filtering, and agent-level filtering is available.

-   **[Automated and guided administrator experience](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/configuring-ai-native-itsm.md)**

    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://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/agents-ai-native-it-service-desk.md).