IT Service Management Advanced
IT Service Management, a conversation-first employee front door and an AI-assisted fulfiller workspace.
Install Trend
View Install Data
| Date | Install Count | Change |
|---|---|---|
| 2026-09-09 | 0 | - |
About
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.
Key Features
- 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.