0
3.0.2
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:
Employee experience
- Front door employee experience (Employee Slate): a conversation-first portal with a unified Activity Hub displaying open incidents and requested items, fulfillment progress, a Needs Attention area, and a simplified Request experience.
Fulfiller experience
- Catalog tasks on the landing page: IT agents can track catalog tasks alongside incidents and requests on the fulfiller homepage.
Admin experience
- Expand to Service Operations: a guided upgrade path adds Major Incident, Problem, On call, and Walk up Management, with one-click install and direct navigation to admin setup.
- Employee Slate IT Service Management onboarding: the configuration console includes the Employee Slate setup task as part of IT Service Management onboarding.
- CMDB onboarding: the configuration console includes configuration item setup task as part of IT Service Management onboarding.
Changed:
Fulfiller experience
- Embedded Now Assist enhancements: the incident record card now surfaces contextual actions at resolution: draft or attach a knowledge article, propose a major incident, create change or problem records, and share resolution steps with the requester. Actions appear only when relevant to the incident context.
- Incident form layout: updates to the Incident details layout, including the position of Attachments and Configuration Items on the form.
Admin experience
- AI agent improvements: improvements to the AI agents that help configure routing rules, categories, and subcategories.
- Configuration console setup tasks: updated header and footer for a consistent experience and clearer understanding of each task.
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