Brazil Patch 1, Brazil, Australia Patch 7, Australia Patch 6, Australia Patch 5, Australia Patch 4, Australia Patch 3
Standalone Application
IT Service Management Advanced extends the Service Desk experience into proactive service operations, adding capabilities such as Major Incident, Change, Problem, On-Call, and Walk-up. Fulfillers work in a streamlined, AI-assisted workspace where Now Assist is embedded directly on the record, supporting faster triage, guided resolution, and end-to-end management of incidents and requests.
- Capabilities for fulfillers to create a change request, propose a major incident, and create a problem record for an incident.
- Enhanced embedded Now Assist chat module card with contextual resolution actions: draft or attach a knowledge article, propose a Major Incident, create a Change or Problem, and send next steps to the requester.
- AI-assisted incident triage, resolution guidance, and summaries surfaced natively on the record.
Changed
- Configuration of AI agents on DARE harness
- AI agents for the IT service desk experience and Change Management workflows configuration now run on the DARE (Decompose, Act, Recurse & Execute) harness following backend architecture updates.
Not applicable for this application version.
Required dependent applications:
- SOW ITSM Advanced Container (
sn_sow_itsm_adv_ct) v9.2.1 - AI ITSM Container (
sn_ai_itsm_cont) v3.0.2 - AI-native ITSM (
sn_ai_itsm_adv) v2.0.0 - ITSM Advanced Admin Experience (
sn_itsm_adv_admin) v3.0.0