IT Service Management

Automatically create an incident by accepting a live chat or phone call from a requester.

View the task execution history of the L1 IT Service Desk AI Specialist to track where and when it is planning and attempting executions. You can also give feedback on its performance.

Use conversational AI-native experience for administrators, employees, and fulfillers using Simplified IT Service Management (Simplified ITSM). AI agents and agentic workflows provide a step-by-step approach to configure ITSM workflows with validated inputs and preview.

Simplified IT Service Management provides an AI-native solution for simplified and automated implementation, and unified user experience across multiple ITSM applications.

Reference topics provide additional information about Simplified IT Service Management.

Asset Management application relies on a seamless integrated ecosystem of applications to deliver complete visibility, control, and optimization of IT assets throughout their lifecycle.

Assign the Service Desk Manager [sn_itsm_common.sn_service_desk_manager] role to add the L1 IT Service Desk AI Specialist to your team (assignment group) to help with incident resolution.

Autonomous and supervised execution modes control how independently a L1 IT Service Desk AI Specialist acts when handling incidents. Use this information to choose the right mode for your use cases.

The ServiceNow Base Asset Management application integrates the physical, technological, contractual, and financial aspects of information technology assets.

Monitor the abandonment rate of unsubmitted draft catalog requests created by the L1 IT Service Desk AI Specialist but not submitted by requesters within a specified retention period.

Few commonly requested catalog items are auto-installed in the base system for Simplified IT Service Management.

When an incident is escalated to a human agent, the L1 IT Service Desk AI Specialist automatically cancels any catalog request it created for that incident, to prevent unnecessary fulfillment work.

States and resolution codes for incidents and catalog requests that the L1 IT Service Desk AI Specialist drafts or submits.

See which catalog items the L1 IT Service Desk AI Specialist drafts requests from, how many of those requests get submitted, and where drafts are abandoned, cancelled, or reassigned to a human agent.

When the L1 IT Service Desk AI Specialist drafts or submits catalog requests with required variables, it uses the variable collection mechanism to collect the information needed to complete the request.

When you activate the ITSM Change Management Admin Experience plugin (sn_itsm_chg_admin), the simplified change models become the active defaults and the classic global models are deactivated.

Dashboard providing a view into Change request workflow with metrics around successful and failed Change Request for different Change models and types.

The L1 IT Service Desk AI Specialist prompts employees to approve or decline device remedial actions in real time through incident activity stream.

Customize the name, profile icon, department, and description of your L1 IT Service Desk AI Specialist to match your organization's specifications.

Modify the profile of the L1 IT Service Desk AI Specialist to set its assignment groups, roles, and language proficiencies.

Add, edit, and delete the routing criteria that determine which incidents the L1 IT Service Desk AI Specialist handles.

Select tasks that the L1 IT Service Desk AI Specialist is capable of.

Enable an AI agent to be discoverable and accessible as an MCP tool by configuring authentication, communication mode, and third-party access settings.

Enable ITSM requester and fulfiller experiences by completing the essential configurations.

Set up your Change Advisory Board (CAB) in the setup wizard to define who reviews and approves significant changes before they are implemented.

Configure the change models that control how Normal, Standard, Emergency, and Change Registration changes are processed in Simplified Change Management.

Configure the Change Registration change model to define who can register external changes and configure stakeholder notifications.

Configure the Emergency change model to define who can submit emergency changes, set up stakeholder notifications, configure approvals, and control automatic change task creation.

Use Employee Slate for ITSM to manage IT service requests using Employee Slate for Moveworks or with Employee Slate (built for Now Assist).

Review and configure the change forms that IT fulfiller staff use to create and manage changes. Use the Form Builder to customize form layouts, fields, and sections to match your organization's change processes.

Configure which columns appear in the change lists for your IT fulfiller staff.

Configure the Normal change model to define availability, approval requirements, templates, and change task behaviors.

Add and manage notifications for Change Management to keep users informed about approvals, status updates, and task assignments at key steps in the change process.

Set up risk assessment questions, scoring thresholds, and risk levels so that the system can automatically evaluate the risk of a proposed change and route it to the appropriate approval workflow. Configuring risk helps your organization make consistent, data-driven decisions about change requests without requiring ITIL expertise.

Create and manage blackout and maintenance schedules for Change Management to control when changes are permitted or blocked across your organization.

Configure the Standard change model to manage the pre-defined templates that requesters use to create Standard changes.

Assign the right people to the right roles in Change Management so your team can approve, implement, and manage changes with the correct access. Team roles control who can approve, build, or review a change.

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

Configure Change Management through a guided experience that walks you through the core setup areas required to make Change Management operational.

Enable an AI-first comprehensive employee experience focused on a simplified portal with an AI-first chat approach to find answers, order items, check status, and create incidents.

Enable an AI-first fulfiller experience for simplified incident and request management.

Configure the name, skills, assignment groups, roles, language proficiencies, and tasks of the L1 IT Service Desk AI Specialist.

Cross-group reassignment lets the L1 IT Service Desk AI Specialist act when a different assignment group usually resolves incidents like the one it is working on. Learn how the Off, Recommend only, and On settings work, and what happens to the incident.

Many Script Includes are provided by default with the ITSM products. You can call existing script includes from a script or create your own script includes.

Deactivate the L1 IT Service Desk AI Specialist so that it no longer acts on records and lists.

If any conkeyrefs are broken, re-add them from the doc/source/reuse/domain-separation/domain-separation-overview.dita file.In the short description, edit the first sentence to state whether domain separation is supported or not and add the application name. Keep the conkeyref at the end that describes domain separation.Domain separation is unsupported for L1 IT Service Desk AI Specialist.

Simplify meeting employee needs by leveraging the automated self-service and browsing experience in the Employee Center portal.

Simplified IT Service Management provides a comprehensive employee or requester experience with an AI chat first approach to find answers, request items, check status, and create incidents.

You can enable an AI-first employee experience that brings search, requests, tasks, knowledge, and communications together in one intuitive destination. Employees can easily find information, manage requests and tasks, stay informed through communications and news, connect with teams, and get work done faster.

Employee Slate for ITSM includes the Service Health Broadcast widget that surfaces active outages and degradations to employees and lets them ask Otto for a summary.

Add the sn_dex.ai_user role to a Digital End-User Experience (DEX) remedial action so the L1 IT Service Desk AI Specialist can automatically trigger it when a device issue is detected.

Employee Slate for ITSM displays active outages and degradations through the Service Health Broadcast widget, which provides plain-language summaries from Otto. Employees can check in for walk-in IT help, book appointments through the Tech lounge widget, or start check-in conversationally with Otto.

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

IT Service Management delivers resilient, AI-powered IT services that transform how organizations support employees, empower agents, and optimize operations. Built on the ServiceNow AI Platform, ITSM intelligently automates workflows, accelerates issue resolution, and provides exceptional service experiences across your entire IT organization.

The L1 IT Service Desk AI Specialist uses AI agents to accomplish bigger tasks, such as task triage or updating customers with solutions that worked for similar issues. Unlike AI agents that automate specific business tasks, the L1 IT Service Desk AI Specialist is designed to perform many relevant tasks to function like a member of your team.

The Simplified IT Service Management fulfiller experience consists of simplified incident and request management with AI recommendations.

The left navigation bar provides quick access to Simplified IT Service Management core functions and workspace navigation without navigating away from your current work.

You can generate AI summary, key actions taken, proposed next steps, and related search results directly on the incident form to help resolve the incident, and also summarize the incident to gain an overall understanding of the incident details.

Resolve user issues by requesting for support using chat.

Learn about the terms and concepts in Simplified IT Service Management.

The incident service and category prediction capability is used by the L1 IT Service Desk AI Specialist to effectively triage, categorize and resolve incidents.

Dashboard providing a view into process metrics related to Open and Closed incidents.

Set up and get started with IT Service Management (ITSM) on your instance.

Dashboard with distribution and process metrics for Interaction.

The dashboard displays the closed incidents that belong to you and your assignment groups through personalized metric visualizations.

View the open incidents, problems, and requests that belong to you and your assignment groups through personalized reports. You can also see which incidents that belong to your assignment groups exceed the Spotlight threshold.

See a high-level view across all of ITSM.

IT Service Management (ITSM) provides a suite of applications that help organizations manage the end-to-end delivery of IT services, from incident resolution to change management and continuous improvement.

The ITSM Dashboards content pack provides several Platform Analytics Solutions that contain preconfigured dashboards. This content pack also includes several dashboards and indicators of its own. These dashboards contain actionable data visualizations that help you improve your business processes and practices.

The ITSM Dashboards content pack provides several Platform Analytics Solutions that contain preconfigured dashboards. This content pack also includes several dashboards and indicators of its own. These dashboards contain actionable data visualizations that help you improve your business processes and practices.

Follow the daily and weekly progress of incidents, problems, and requests for your assignment groups.

Connect an AI-enabled Model Context Protocol (MCP) client application to your ServiceNow environment using the ITSM MCP Server. This connection provides incident and change management for service desk agents and IT managers, and allows requesters to check and manage their own tickets.

Reference for all tools available in the ITSM MCP Server, organized by functional area: incident management, change management, and employee experience.

The software asset management features of the ITSM suite can be activated using one of the plugins in the feature table.

Save time in submitting and resolving incidents.

Save time in searching for catalog items and submitting requests.

The L1 IT Service Desk AI Specialist is an autonomous worker, with pre-built skills and AI agents, that is assigned to teams to investigate and resolve incidents end-to-end.

Machine learning in IT service management helps to enhance business scalability and improve business operations for organizations.

Dashboard providing a view into the process and communication related metrics for Open and Closed major incidents.

Use the ITSM MCP Server to create change requests, check their status, modify them, and approve or reject them. Interact through an MCP client application such as Moveworks or Claude.

Use the ITSM MCP Server to create incidents, check the status of your own incidents and requested items, and escalate incidents. Add comments through an MCP client application such as Moveworks or Claude.

Use the ITSM MCP Server to retrieve and update incident details, find similar incidents, and look up assignment groups. Ask complex multi-hop questions through an MCP client application such as Moveworks or Claude.

Add or edit the cards that are to be viewed on the IT Agent Dashboard in Service Operations Workspace.

Use the ITSM MCP Server to find out who is on call, check your next on-call shift, and request time off. Manage your on-call schedule through an MCP client application such as Moveworks or Claude.

Add the L1 IT Service Desk AI Specialist to your team or user assignment group.

Dashboard providing view into the performance of On-call Escalations handled by the team.

Resolve a user's issue by opening an IT ticket.

Use the dashboards to monitor the operational KPIs and identify areas for improvement, optimize processes, to achieve their strategic goals.

The detailed view of L1 IT Service Desk AI Specialist performance breaks down incident outcomes, reassignment reasons, and average exchanges by service or category. Use this view to identify which services need the most attention and how closely proposed solutions align with actual resolutions.

See which articles are retrieved, cited in responses, or left unused. Identify which content is driving successful resolutions and where gaps exist.

Review performance analytics for the L1 IT Service Desk AI Specialist to track task execution success. You can use analytics to help make choices to tune the L1 IT Service Desk AI Specialist to suit your exact business needs.

The performance overview provides graphical representations in percentages to measure the overall effectiveness of the l1 service desk AI specialist in resolving incidents from various categories. Track how many incidents the AI specialist is handling, how quickly they are resolved, and how often incidents get reassigned.

Review how the AI Specialist measures up in each quality area.

The Value and feedback tab helps you assess the impact and user satisfaction of the L1 IT Service Desk AI Specialist by tracking adoption trends, customer sentiment, and direct user feedback.

Use your instance records to build Incident Management -specific solutions that recommend similar open problems and change requests to link to an incident.

Use your instance records to build classification and similarity solutions for Incident Management.

Dashboard providing a view into Problem Management related metrics for Open and Closed Problem records.

Verify that the data policy and role configuration for coaching assessments are active in your instance. These settings control access to coaching opportunity records and give Service Desk Managers read access to quality assessments.

The AI Quality Assessment skill evaluates the work captured in a coaching assessment against the rubric defined on the coaching opportunity.

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

Reference for L1 IT Service Desk AI Specialist provides additional information about related properties and roles.

Activate Predictive Intelligence for Incident Management by requesting the Predictive Intelligence for Incident Management plugin (com.snc.incident.ml_solution) through the Now Support Service Catalog.

Activate Predictive Intelligence for Major Incident Management by requesting the Predictive Intelligence for Major Incident Management plugin (com.snc.incident.mim.ml_solution) through the Now Support Service Catalog.

To activate Predictive Intelligence for Incident, request the Predictive Intelligence for Incident plugin (com.snc.incident.ml) through the Now Support Customer Service system. This plugin activates related plugins if they are not already active.

Dashboard providing a view into process metrics related to Open and Closed Requested items.

The IT Service Management for AI Agent Collection plugin[sn_itsm_aia] installs Service Desk Manager and AI Worker roles when activated.

Resolve a user's issue by searching for a relevant solution.

Dashboard providing a view into metrics for catalog items.

Activate the ITSM MCP Server to enable AI-driven incident management, change management, or employee experience on your ServiceNow instance.

You can configure the user access for Simplified ITSM pages using various roles.

Save time in searching for and submitting requests for commonly requested catalog items.

Test your L1 IT Service Desk AI Specialist on a single record to preview how it works, and verify that it matches your intentions.

View active outages and degradations using the Service Health Broadcast widget. Ask Otto for a summary of current issues, check in for walk-in help, or book appointments using the Tech Lounge widget.

The L1 IT Service Desk AI Specialist is assigned to teams to investigate and resolve incidents end-to-end like a member of your team.

Service desk managers can use the Service Desk Team Dashboard to view key performance metrics, including incident and requested item backlog, and team MTTR.

Assign work to the L1 IT Service Desk AI Specialist in one of three ways, depending on your current work assignment procedures.