**ITSM employee experience** includes are delivering a 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.

**Key features**:

* **Simplified Core IT Portal**: Built on Employee Center supporting chat, catalog, and knowledge Content
* **Prebuilt Catalog Items** (Taxonomy, Record Producer) covering common IT issues and requests.
* Enhanced Now Assist Virtual Agent with **prebuilt AI agents for requestors.**
* Manually enabled **external content connector OOTB** for retrieval of knowledge and answers from public support content.
* **AI Search Profiles** and **Indexing**.
* **Requestor surveys** for incident and requested item.
* **Multi-channel support** through Portal, Email, and MS Teams