0
3.2.5
Australia Patch 5, Australia Patch 4, 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:
- Simplified request experience for order guides on Employee Center: For requests submitted through order guides, employees see the parent Request (REQ) as the primary entity in the order confirmation page, My Requests list, and activity filtering. Approval workflows for these order guide requests and email notifications operate at the REQ level, providing a unified view of multi-item requests.
- Simplified Request on Employee Slate: Initial support for the simplified request experience on Employee Slate, enabling request simplification for both new and upgrade customer paths.
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