0
3.1.1
Australia Patch 4, Australia Patch 3, Australia Patch 2, Australia Patch 1
Standalone Application
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 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.
Admin Experience:
- Enhanced admin home page with quick access to install AI-native ITSM and to apply default presets automatically.
- Default configurations or presets.
- Product configuration console provides an admin UI to configure and manage AI-native ITSM and its features before, during, and after implementation.
Employee Experience:
- Simplified Core IT Portal
- Prebuilt Catalog Items (Taxonomy, Record Producer) covering common IT issues and requests.
- Enhanced Now Assist Virtual Agent with prebuilt AI agents for requestors.
- Pre-defined AI Search profiles and indexing to boost deflections.
- Multi-channel support through Portal, Email, and Microsoft Teams.
Fulfiller Experience:
- Workspace experience: Simplified workspace experience for the fulfillers.
- AI and generative AI capabilities.
- Landing page and dashboards for the agent persona.
New:
- Admin experience for Gmail inbound email configuration. The Product Configuration Console supports inbound email setup for Google alongside the ServiceNow account option.
- Admin experience to manage and switch over to Employee Slate as primary engagement experience for Incident and Request Management notifications.
- AI-assisted incident reassignment: routing logic that helps L1 agents pick the right L2 group to escalate to.
Changed:
- Admin experience Categorization and Routing agent enhancements. Minor functional refinements such as improving the accuracy of suggested categories, subcategories, and routing rules and the ease of configuring them.
Fixed:
- For fulfiller experience:
- Chat Reply Recommendation skill now includes the portal selection step during activation, closing the parity gap with Chat Summarization.
- The Service Operations Workspace interaction record now shows both Transcript and Internal Transcript fields when both are added to the view.
- The Related Records tab now shows Change and Problem fields for Prime and Advanced AI-Native IT Service Desk SKUs, and UI Action drop-downs are SKU-aware.
- The VIP icon for the caller field now appears in the Record Information tab of the Service Operations Workspace side panel for custom Highlighted Value conditions.
Family release requirement: Australia Patch 3
Application Dependencies:
- ITSM - Foundation
- ITSM Fulfiller experience
- ITSM Admin Experience
- Service Operations Workspace ITSM Applications
- ITSM Analytics
- ITSM Employee experience
- ITSM Common Catalog Content