0
2.1.0
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.
Changes:
- AI Approval Assistant helps managers review and act on incoming approval requests.
- Fixes and stability improvements for AI Agent workflows used by service desk agents, including ticket triaging and response generation
- Improvements to AI Agents for setup and configuration.
Family release requirement: Australia Patch 2
Application Dependencies:
- ITSM - Foundation v1.1.4
- ITSM Fulfiller experience v2.1.0
- ITSM Admin Experience v2.1.0
- Service Operations Workspace ITSM Applications v9.1.1
- ITSM Analytics v4.1.1
- ITSM Employee experience v2.1.0
- ITSM Common Catalog Content v2.1.0