Configuring Simplified IT Service Management

---
title: Configuring Simplified IT Service Management
description: Configure your ITSM workflows using an AI-first, centralized, and intuitive admin experience.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/configuring-ai-native-itsm.html
release: australia
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 2
keywords: [configure]
breadcrumb: [Simplified IT Service Management, IT Service Management]
---

# Configuring Simplified IT Service Management

Configure your ITSM workflows using an AI-first, centralized, and intuitive admin experience.

## Configuration overview

1.  Ensure that the ServiceNow Otto for Setup application is installed on ServiceNow instance. See [Set up ServiceNow Otto with ServiceNow Otto for Setup](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/platform-administration/ia-setup-now-assist.md).
2.  Based on your subscription, one of the following relevant ITSM applications should be auto-installed. If not auto-installed, request for the entitlement of the required application from [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) and install it. See [Install IT Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/install-native-ai-itsm.md).

<table><thead><tr><th>

ITSM application

</th><th>

Features

</th></tr></thead><tbody><tr><td>

IT Service Management \(sn\_ai\_itsm\_cont\)

</td><td>

-   Access to basic ITSM workflows, that is, Incident Management and Request Management
-   Single-click install and single-click upgrade option to apply default configurations for these workflows
-   Seamless experience to configure these workflows further. See [Configure integrations and ITSM experiences in Simplified IT Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/configure-ai-native-itsm.md).


</td></tr><tr><td>

IT Service Management Advanced \(sn\_itsm\_adv\_cont\)

</td><td>

-   Access to advanced ITSM workflows such as Change Management, Problem Management, Major Incident Management, On-Call Scheduling, and Walk-up Experience
-   Single-click install and single-click upgrade option to apply default configurations for these workflows
-   Seamless experience to configure Change Management workflow further. See [Configure integrations and ITSM experiences in Simplified IT Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/configure-ai-native-itsm.md).
-   Redirection to Service Operations Workspace Admin Center to configure advanced ITSM workflows


</td></tr></tbody>
</table>3.  Configure IT Service Management on your ServiceNow instance using a guided configuration experience or conversational AI agents \(wherever available\).

    For configuration information, see [Configure integrations and ITSM experiences in Simplified IT Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/configure-ai-native-itsm.md).

    For information about available AI agents, see [AI agents and agentic workflows in Simplified IT Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/agents-ai-native-it-service-desk.md).


-   **[Install IT Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/install-native-ai-itsm.md)**  
Set up and get started with IT Service Management \(ITSM\) on your instance.
-   **[Configure integrations and ITSM experiences in Simplified IT Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/configure-ai-native-itsm.md)**  
Enable ITSM requester and fulfiller experiences by completing the essential configurations.

**Parent Topic:**[Simplified IT Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/ai-native-it-service-desk-landing-page.md)