Exploring Simplified IT Service Management

---
title: Exploring Simplified IT Service Management
description: Simplified IT Service Management \(Simplified ITSM\) provides simplified and automated implementation for administrators, and unified user experience for employees and fulfillers.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/exploring-ai-native-itsm.html
release: australia
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 1
keywords: [explore]
breadcrumb: [Simplified IT Service Management, IT Service Management]
---

# Exploring Simplified IT Service Management

Simplified IT Service Management \(Simplified ITSM\) provides simplified and automated implementation for administrators, and unified user experience for employees and fulfillers.

## Simplified ITSM users

|User|Description|
|----|-----------|
|Administrator|Implements and sets up Simplified ITSM.|
|Employee or requester|Requests help, submits tickets, checks status, uses the employee portal, browses the catalog, or accesses knowledge.|
|Fulfiller or service desk agent|Resolves incidents and requests through a simplified, AI-first workspace that supports guided actions and faster issue resolution.|

## Simplified ITSM benefits

<table id="table_sn3_2dg_5hc"><thead><tr><th>

Benefit

</th><th>

Feature

</th><th>

Users

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

Automated and simplified admin experience

</td><td>

-   Guided setup process that helps administrators through each step with contextual assistance
-   Installation with default presets for each customer
-   Contextual learning resources
-   Conversational AI Agents to configure ITSM workflows through natural language from a single admin UI page.

</td><td>

Administrator

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

Simplified AI-native employee experience

</td><td>

-   Employee Center portal with an automated self-service and browsing experience
-   AI-driven deflection and triage of employee issues via prebuilt requester AI agents and AI Search.
-   Integration support for Microsoft Teams and Slack experience to deflect incidents.
-   Requester surveys for incident and requested item.

</td><td>

Employee or requester

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

Simplified AI-native fulfiller experience

</td><td>

-   Agentic workflows that evaluate, triage, draft smart responses, and suggest resolution steps.
-   Contextual AI support for instant summaries, resolution notes, knowledge articles, and next steps.
-   A role-based manager dashboard that gives insights into team performance metrics and backlog \(for incident and requested items\).

</td><td>

Fulfiller or service desk agent

</td></tr></tbody>
</table>**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)