IT Service Management

---
title: IT Service Management
description: Manage and resolve IT service requests, incidents, problems, and changes with ServiceNow IT Service Management \(ITSM\).
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/r\_ITServiceManagement.html
release: australia
topic_type: reference
last_updated: "2026-09-10"
reading_time_minutes: 2
---

# IT Service Management

Manage and resolve IT service requests, incidents, problems, and changes with ServiceNow® IT Service Management \(ITSM\).

\[Omitted image "whitespace-icon.png"\] Alt text:

ITSM increases agent productivity and accelerates issue resolution. With platform-native AI, agents get recommended actions on incoming requests, and employees can resolve common issues through conversational self-service. The ServiceNow AI Platform also gives users access to ITSM through mobile and web portal interfaces.

To explore ITSM applications, see [IT Service Management applications](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/itsm-apps-overview.md).

\[Omitted image "itsm-digi-trans.png"\] Alt text: ITSM is the foundation of digital transformation

## Transform the impact, speed, and delivery of IT services

The ServiceNow AI Platform is built for the cloud with a shared data model, AI, and workflow automation used across IT applications. The ServiceNow platform and applications increase productivity by automatically identifying and resolving issues, reducing the impact of unplanned work.

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[Explore ITSM products \[Omitted image "landing-explore-apps.png"\] Alt text: Explore all IT Service Management products and features.](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/exploring-itsm.md)

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[Now Assist for ITSM \[Omitted image "landing-elevate-experience.png"\] Alt text: Handle common requests automatically using virtual agents. Reduce ticket volume and deliver consistent service experiences through conversational self-service.](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/exploring-itsm.md)

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[Automate and enhance IT services \[Omitted image "landing-elevate-experience.png"\] Alt text: Handle common requests automatically using virtual agents. Reduce ticket volume and deliver consistent service experiences through conversational self-service.](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/exploring-itsm.md)

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[Consolidate IT services \[Omitted image "landing-consolidate-services.png"\] Alt text: Replace multiple tools with a single cloud platform. Manage resources, track performance, and deliver consistent service experiences from one system.](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/exploring-itsm.md)

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[Improve IT productivity with AI-powered solutions\[Omitted image "landing-productivity.png"\] Alt text:Automate routine tasks with AI. Resolve incidents faster, reduce manual triage, and give agents more time for complex work.](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/exploring-itsm.md)

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[Gain visibility into processes and services\[Omitted image "landing-new-heights.png"\] Alt text:Monitor IT performance in real time with built-in dashboards and analytics. Identify trends, anticipate issues, and make informed decisions across your IT services.](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/exploring-itsm.md)

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Get started

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Learn

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Get help

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-   Explore ITSM packages on the [ServiceNow Products website](https://www.servicenow.com/products/itsm.html).
-   Browse the list of [ITSM products and applications](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/itsm-apps-overview.md)
-   Build skills with an ITSM course on ServiceNow University.

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-   [What is a service desk?](https://www.servicenow.com/products/itsm/what-is-a-service-desk.html)
-   [What is incident management?](https://www.servicenow.com/products/itsm/what-is-incident-management.html)
-   [What is IT Support?](https://www.servicenow.com/products/itsm/what-is-it-support.html)
-   [What is an IT ticketing system?](https://www.servicenow.com/products/itsm/what-is-it-ticketing-system.html)
-   [What is ITIL?](https://www.servicenow.com/products/itsm/what-is-itil.html)
-   [What is ITSM?](https://www.servicenow.com/products/itsm/what-is-itsm.html)
-   [What is Workforce Optimization for ITSM?](https://www.servicenow.com/products/workforce-optimization.html)

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-   Ask questions, share knowledge, and connect with other ITSM users in the [ServiceNow ITSM community](https://www.servicenow.com/community/itsm/ct-p/it-service-management).
-   Open a support case in [NOW Support](https://support.servicenow.com) \(licensed customers only\).

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