| \n\nConfiguration\n\n | \n\nDescription\n\n | \n\nDefault configuration\n\n | \n\nOptional configurations\n\n |
|---|---|---|---|
| \n\nIncident forms\n\n | \n\nAn incident documents a deviation from an expected standard of operation.\n\n | \n\nIncident form is preconfigured.\n\n | \n\nReview and update the form layout based on business requirement. For information about creating an incident using Form Builder, see [Working with incident record form](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/incident-management/working-incident-record-form.md) and [Forms](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/platform-user-interface/form-configurable-workspace.md).For information about the Implementation Plan Manager Agent that provides conversational AI-native experience for incident form configuration, see [AI agents and agentic workflows in Simplified IT Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/agents-ai-native-it-service-desk.md).\n\n |
| \n\nIncident lists\n\n | \n\nIncident list displays incidents grouped by their state.\n\n | \n\nIncident list and related lists are preconfigured.\n\n | \n\nReview and update list layouts based on business requirements. For information about updating these fields, see [Working with incident record form](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/incident-management/working-incident-record-form.md).For information about the Implementation Plan Manager Agent that provides conversational AI-native experience for incident list configuration, see [AI agents and agentic workflows in Simplified IT Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/agents-ai-native-it-service-desk.md).\n\n |
| \n\nCategories\n\n | \n\nCategories and subcategories help with routing an incident to the right team. It helps reduce the troubleshooting time and bring the service to normalcy.\n\n | \n\nNone\n\n | \n\nFor information about incident categories and subcategories, see[Incident categories and subcategories](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/incident-management/r_CategorizingIncidents.md).For information about the Incident Category Configuration AI Agent that provides conversational AI-native experience for incident category configurations, see [AI agents and agentic workflows in Simplified IT Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/agents-ai-native-it-service-desk.md).\n\n |
| \n\nAgent inbox\n\n | \n\nRouting of incoming requests using filters to support service delivery requirements.\n\n | \n\nIncident routing to fulfiller’s inbox is auto-configured post installation. Configuration includes routing condition, work item size, max wait time, routing group, and so on.\n\n | \n\nManage and configure the incident routing experience. For information about configuring this channel, see [Create or configure a service channel](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/conversational-interfaces/awa-create-service-channel.md).\n\n |
| \n\nRouting\n\n | \n\nIdentifying the right user group or user who is skilled to work on an incident by defining conditions and triggers to auto-assign cases and trigger relevant subflows.\n\n | \n\nNone\n\n | \n\nFor information about incident assignment rules, [Define assignment rules for incidents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/incident-management/t_DefinAnAssignRuleIncidents.md).\n\n For information about business rules, see [Classic Business rules](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/api-reference/c_BusinessRules.md).\n\n For information about the Incident routing configuration agent that provides conversational AI-native experience for incident routing configurations, see [AI agents and agentic workflows in Simplified IT Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/agents-ai-native-it-service-desk.md).\n\n |
| \n\nService Level Management\n\n | \n\nService level agreements \\(SLAs\\) define the amount of time for a task to reach a certain condition, to verify that incidents are closed or resolved according to the expectations set for customers.\n\n | \n\nSLAs and their associated flows are preconfigured for Incident Management. Response and resolution SLAs are defined for incidents with priority P1 through P4.\n\n | \n\nReview and update the definitions, flows, and notifications that are available with Service Level Management according to the incident process. For information about SLAs, see [Configure Service Level Agreement \\(SLA\\)](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/service-level-management/c_ConfigureSLAs.md).For information about the SLA Management AI Agent that provides conversational AI-native experience for SLA configuration, see [AI agents and agentic workflows in Simplified IT Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/agents-ai-native-it-service-desk.md).\n\n |
| \n\nNotifications\n\n | \n\nKeeping employees and fulfillers informed at every stage of incident resolution.\n\n | \n\nNotifications align with the default Employee Center notification template.\n\n | \n\nConfigure the notification template. Update notification details such as who receives it, when it is sent, and what \\(content\\), and so on. For information about creating an incident notification, see [Create an email notification](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/platform-administration/t_CreateANotification.md).For information about the Notification Agent that provides conversational AI-native experience for notification configuration, see [AI agents and agentic workflows in Simplified IT Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/agents-ai-native-it-service-desk.md).\n\n |
| \n\nConfiguration\n\n | \n\nDescription\n\n | \n\nDefault configuration\n\n | \n\nOptional configurations\n\n |
|---|---|---|---|
| \n\nRequested item forms and lists\n\n | \n\nA requested item helps fulfillers track and resolve an employee's request.\n\n | \n\nRequested item form, list, and related lists are preconfigured.\n\n | \n\nReview and update the form layout based on business requirements. For information about requested items, see [Request Management architecture](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/request-management/request-management-architecture.md).For information about the Implementation Plan Manager Agent that provides conversational AI-native experience for requested item form and list configurations, see [AI agents and agentic workflows in Simplified IT Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/agents-ai-native-it-service-desk.md).\n\n |
| \n\nCatalog task forms and lists\n\n | \n\nA catalog task helps fulfillers track and resolve an employee's request.\n\n | \n\nCatalog task form, list and related lists are preconfigured.\n\n | \n\nReview the form layout and update based on business need. For information about catalog tasks, see [Request Management architecture](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/request-management/request-management-architecture.md).For information about the Implementation Plan Manager Agent that provides conversational AI-native experience for catalog task form and list configurations, see [AI agents and agentic workflows in Simplified IT Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/agents-ai-native-it-service-desk.md).\n\n |
| \n\nNotifications\n\n | \n\nKeeping employees and fulfillers informed at every stage of request fulfillment.\n\n | \n\nNotifications align with the default Employee Center notification template.\n\n | \n\nConfigure the notification template. Update notification details such as who receives it, when it is sent, and what \\(content\\), and so on. For information about creating a request notification, see [View request notifications](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/servicenow-platform/view-request-notification.md).For information about the Notification Agent that provides conversational AI-native experience for notification configuration, see [AI agents and agentic workflows in Simplified IT Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/agents-ai-native-it-service-desk.md).\n\n |
| \n\nConfiguration\n\n | \n\nDescription\n\n | \n\nDefault configuration\n\n | \n\nOptional configurations\n\n |
|---|---|---|---|
| \n\nAgentic workflows\n\n | \n\nAn agentic workflow is a coordinated, multi‑step process where AI agents plan, act, and collaborate to achieve a complex business goal. For information about agentic workflows in ITSM, see [Use agentic AI in ServiceNow Otto for IT Service Management \\(ITSM\\)](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/now-assist-for-it-service-management-itsm/now-assist-itsm-ai-agents-use-cases.md).\n\n | \n\nPrebuilt AI agents for requesters such as for incident creation, status checks, and approvals are enabled in the base system. Additionally, the following prebuilt AI agents are enabled in the base system to improve fulfiller productivity:- AI-Assisted Incident Triage\n- Resolution and AI Recommendations\n\n | \n\nRemove an agent that is part of the agentic workflow or manage \\(edit, deactivate, activate, or create\\) the triggers associated with the agentic workflows. For information about modifying agentic workflows, see [Modify an agentic workflow](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/intelligent-experiences/modify-aia-use-case.md).\n\n |
| \n\nAI skills\n\n | \n\nPrebuilt, LLM‑powered capabilities that surface in the right UI touchpoints and can be activated or configured by admins across workflow. For example, summarization, KB generation, and email drafting. For information about AI skills in ITSM, see [Using ServiceNow Otto for IT Service Management \\(ITSM\\) Generative AI skills](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/now-assist-for-it-service-management-itsm/using-now-assist-for-itsm.md).\n\n | \n\nAI skills such as KB generation, Incident summarization, Chat summarization, Resolution notes generation, and Email generation are enabled in the base system.\n\n | \n\nActivate or deactivate these skills based on business requirements. For information about modifying Now Assist skills, see [Edit an AI skill](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/intelligent-experiences/edit-a-now-assist-skill.md).\n\n |
| \n\nConfiguration\n\n | \n\nDescription\n\n | \n\nDefault configuration\n\n | \n\nOptional configurations\n\n |
|---|---|---|---|
| \n\nForms\n\n | \n\nReview and configure the change forms that IT fulfiller staff use to create and manage changes.\n\n | \n\nPre-configured change forms which helps fulfiller staff plan, approve, and implement changes with minimal risk.\n\n | \n\nUse the Form Builder to customize form layouts, fields, and sections to match your organization's change processes.\n\n |
| \n\nLists\n\n | \n\nConfigure which columns appear in the change lists for your IT fulfiller staff.\n\n | \n\nPre-configured change fields available in the **Selected** columns list.\n\n | \n\nAdd or remove change fields for Default or Related Lists.\n\n |
| \n\nTeam roles\n\n | \n\nTeam roles control who can approve, build, or review a change. They define each person's job so admins can control access and keep work organized.\n\n | \n\nNone\n\n | \n\nAdd the change managers and implementation group members.\n\n |
| \n\nRisk configuration\n\n | \n\nSurvey, score, and assign a risk level and the appropriate response.\n\n | \n\nRisk assessment questions, responses, and threshold score boundaries for Moderate and High risk levels.\n\n | \n\nReview and update the pre-configured risk assessment questions, responses, and threshold score boundaries or create new ones.\n\n |
| \n\nChange Advisory Board \\(CAB\\)\n\n | \n\nConfigure your Change Advisory Board \\(CAB\\) — the group that reviews and advises on significant changes before they're approved.\n\n | \n\nRecurring schedules for CAB meetings, and conditions that determine which change requests are routed to the CAB.\n\n | \n\nAssign CAB members.\n\n Review and update the recurring schedules for CAB meetings, and conditions that determine which change requests are routed to the CAB, or create new ones.\n\n |
| \n\nChange models\n\n | \n\nChange models automate the mechanics of change management so your team can focus on implementation. When a change is created, the model automatically determines who needs to approve it, what documentation is required, which tasks to create, and what notifications to send. This eliminates manual routing decisions and ensures nothing gets missed.\n\n | \n\nCore change models \\(Normal, Standard, Emergency\\) and Change Registration model.\n\n | \n\nFor more information, see [Configure change models for Simplified Change Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/configure-change-models-scm.md).\n\n |
| \n\nChange schedules\n\n | \n\nChange schedules are time-based rules that define when changes are allowed, restricted, or blacked out in your environment. They give change managers and CABs structured control over the timing of changes to minimize risk and service disruption.\n\n | \n\nBlackout and maintenance schedules.\n\n | \n\nReview and update the pre-configured schedules, or create new ones.\n\n |
| \n\nNotifications\n\n | \n\nNotifications keep users informed about approvals, status updates, and task assignments at key steps in the change process.\n\n | \n\nNotifications based on change definitions, showing each notification's name, active status, category, email template, and trigger conditions.\n\n | \n\nReview and update the pre-configured notifications, or create new ones.\n\n |