{"revision":"c10276e953456835cdbb1f3a60d58ae1980be353","document":{"id":32946,"path":"it-service-management/index.md","title":"Australia IT Service Management","bundle":"itsm","doc_type":"toc","release":"australia","body":"\n# Australia IT Service Management\n\n- [IT Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/r_ITServiceManagement.md) -- Manage and resolve IT service requests, incidents, problems, and changes with ServiceNow IT Service Management (ITSM).\n  - [Exploring IT Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/exploring-itsm.md) -- IT Service Management delivers resilient, AI-powered IT services that transform how organizations support employees, empower agents, and optimize operations. Built on the ServiceNow AI Platform, ITSM intelligently automates workflows, accelerates issue resolution, and provides exceptional service experiences across your entire IT organization.\n  - [IT Service Management applications](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-apps-overview.md) -- IT Service Management (ITSM) provides a suite of applications that help organizations manage the end-to-end delivery of IT services, from incident resolution to change management and continuous improvement.\n  - [ServiceNow Otto for IT Service Management (ITSM)](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/now-assist-for-it-service-management-itsm/now-assist-itsm.md) -- Use the ServiceNow Otto for IT Service Management (ITSM) application to summarize the incident information, generate incident resolution notes, and summarize the chat for an interaction. You can enable your agents to understand the chat and incident context so that they can propose quicker resolutions to your requesters.\n    - [Explore](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/now-assist-for-it-service-management-itsm/exploring-now-assist-itsm.md) -- With the ServiceNow Otto for IT Service Management (ITSM) application, your agents can summarize the chat conversations and incident details, generate the incident resolution notes to share with other agents.\n      - [Supporting information](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/now-assist-for-it-service-management-itsm/supporting-information-now-assist-itsm.md) -- Get a quick overview of the important information that is related to the ServiceNow Otto for IT Service Management (ITSM) application.\n    - [Configure](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/now-assist-for-it-service-management-itsm/configure-now-assist-for-itsm.md) -- If you have the admin role, you can configure the ServiceNow Otto for IT Service Management (ITSM) application so that agents can use the generative AI capabilities in Service Operations Workspace for ITSM and in Core UI.\n      - [Skill inputs and triggers](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/now-assist-for-it-service-management-itsm/now-assist-itsm-skills.md) -- Get a quick overview of the skill inputs and triggers for ServiceNow Otto for IT Service Management (ITSM). By configuring the inputs or triggers for a skill, you can determine how and when a skill is used.\n      - [Configure in Virtual Agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/now-assist-for-it-service-management-itsm/config-genai-va-itsm.md) -- Enable your requesters to have a streamlined, conversational experience that is based on generative AI as they submit a catalog item request in Virtual Agent. By offering this generative AI experience, your organization can provide an additional self-service tool.\n        - [Virtual Agent topics](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/now-assist-for-it-service-management-itsm/itsm-va-prebuilt-topics.md) -- ITSM Virtual Agent includes pre-built Large Language Model (LLM) topic conversations designed to help your users complete the common IT-related tasks such as checking and resetting a password.\n        - [Customize a topic](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/now-assist-for-it-service-management-itsm/now-assist-itsm-customize-itsm-llm-topic.md) -- Copy and customize a core ITSM Virtual Agent topic and use that topic to track the status of common IT-related tasks using ServiceNow Otto.\n      - [Customize a skill](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/now-assist-for-it-service-management-itsm/cust-now-assist-itsm-skill.md) -- If you have the admin role, you can customize a ServiceNow Otto for IT Service Management (ITSM) skill so that agents can use the generative AI skills in Service Operations Workspace for ITSM and in Core UI.\n      - [Customize the resolution notes generation skill](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/now-assist-for-it-service-management-itsm/cust-now-assist-itsm-gen-resolution-notes-skill.md) -- If you have the admin role, you can customize a ServiceNow Otto for IT Service Management (ITSM) skill so that agents can use the generative AI skills in Service Operations Workspace for ITSM and in Core UI.\n      - [Customize the Incident activity response generation skill](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/now-assist-for-it-service-management-itsm/cust-now-assist-itsm-activity-response-skill.md) -- If you have the admin role, you can customize a ServiceNow Otto for IT Service Management (ITSM) skill so that agents can use the generative AI skills in Service Operations Workspace for ITSM and in Core UI.\n      - [Customize the incident summarization skill](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/now-assist-for-it-service-management-itsm/cust-now-assist-itsm-record-summ-skill.md) -- If you have the admin role, you can customize a ServiceNow Otto for IT Service Management (ITSM) skill so that agents can use the generative AI skills in Service Operations Workspace for ITSM and in Core UI. Use the AI Skill Kit to customize your prompts.\n      - [Customize the change summarization skill](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/now-assist-for-it-service-management-itsm/cust-now-assist-change-request-summarization-skill.md) -- Enhance the efficiency of the change request summarization skill by customizing it with different inputs and prompts using the skill configuration guided setup.\n      - [Customize the change risk explanation skill](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/now-assist-for-it-service-management-itsm/cust-now-assist-itsm-change-risk-skill.md) -- Enhance the efficiency to explain the risk of a change request by customizing it with different inputs and prompts using the skill configuration guided setup.\n      - [Customize the change risk assessment answer generator skill](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/now-assist-for-it-service-management-itsm/cust-now-assist-itsm-change-risk-assessment-skill.md) -- Configure the data that the answer generator skill reads to suggest answers for change risk assessment questions.\n      - [Customize Request Management skills](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/now-assist-for-it-service-management-itsm/cust-now-assist-request-summarization-skill.md) -- If you have the admin role, you can customize a ServiceNow Otto for IT Service Management (ITSM) skill so that agents can use the generative AI skills in Service Operations Workspace for ITSM and in Core UI.\n    - [Use agentic AI in IT Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/now-assist-for-it-service-management-itsm/now-assist-itsm-ai-agents-use-cases.md) -- Use the IT Service Management AI agents within an agentic workflow to complete tasks autonomously.\n      - [Important considerations](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/now-assist-for-it-service-management-itsm/important-considerations-itsm-agentic-ai.md) -- Use the IT Service Management AI agents within an agentic workflow to complete tasks autonomously.\n      - [ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/now-assist-for-it-service-management-itsm/now-assist-using-agentic-workflows-in-itsm.md) -- Use the IT Service Management AI agents within an agentic workflow to complete tasks autonomously.\n        - [Triage and categorize ITSM incidents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/now-assist-for-it-service-management-itsm/now-assist-itsm-aiagents-catincidents-usecase.md) -- Use the Triage and categorize ITSM incidents AI agent team to assign incident categories and subcategories. Then, assign the service, service offering, and the configuration items (CI), and also link major incidents, and known problems autonomously.\n        - [Investigate and resolve ITSM incidents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/now-assist-for-it-service-management-itsm/now-assist-itsm-aiagents-incident-resolver-workflow.md) -- Use the Investigate and resolve ITSM incidents AI agent team to get recommendations to resolve an incident based on the incident number. Check for related catalog items, Knowledge articles, and similar resolved incidents to generate resolution steps for the incident.\n        - [Manage Microsoft 365 group members](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/now-assist-for-it-service-management-itsm/now-assist-itsm-aiagents-O365-groupmembers-workflow.md) -- Use the Microsoft 365 group membership AI agent to manage users in the Microsoft 365 email distribution list.\n        - [Generate post incident reviews](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/now-assist-for-it-service-management-itsm/now-assist-itsm-aiagents-mim-usecase.md) -- Use the Post-incident review AI agent to generate a review report after a major incident is resolved. You can review and revise this report if necessary.\n        - [Generate change request plans](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/now-assist-for-it-service-management-itsm/now-assist-itsm-aiagents-change-planner-usecase.md) -- Use the Change request planning AI agent team to monitor similar change requests autonomously and generate the necessary plans. This approach may help reduce the time required for scheduling changes and managing change-related risks.\n        - [Notify users with Twilio](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/now-assist-for-it-service-management-itsm/now-assist-itsm-aiagents-twilio-text-usecase.md) -- Use the Twilio SMS text AI agent to help streamline communication processes and enhance workflow efficiency.\n        - [Incident assist](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/now-assist-for-it-service-management-itsm/now-assist-itsm-incident-assist-workflow.md) -- Use the Incident assist agentic workflow to get answers to questions about an incident, including caller assets, recent incidents, similar resolved incidents, and on-call experts.\n        - [Who is On Call](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/now-assist-for-it-service-management-itsm/now-assist-itsm-aiagents-on-call-usecase.md) -- Use the Who is On Call agentic workflow to retrieve on-call roster information for specific shifts, groups, or time periods. The agent provides accurate information to conversationally understand who is on-call.\n      - [Voice](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/now-assist-for-it-service-management-itsm/now-assist-itsm-aiagents-voice.md) -- Use the Voice AI agents to create and manage tickets for any IT service-related issues such as troubleshooting WiFi connections with voice calls.\n      - [Virtual Agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/now-assist-for-it-service-management-itsm/itsm-va-ai-agents.md) -- Use AI agents in Virtual Agent to autonomously resolve tasks.\n      - [Change Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/now-assist-for-it-service-management-itsm/using-agentic-workflows.md) -- Use the ITSM change management agentic workflows to manage and complete tasks autonomously in the Change Management application.\n        - [Assess conflicts for a change request](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/now-assist-for-it-service-management-itsm/now-assist-itsm-aiagents-assess-conflicts-workflow.md) -- Use the assess conflicts for a change request agentic workflow to run conflict detection for change requests and assess conflicts, and identify affected configuration items (CIs) and impacted services.\n        - [Assess quality of a change request](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/now-assist-for-it-service-management-itsm/now-assist-itsm-aiagents-assess-quality-change-request-workflow.md) -- Use the assess quality of a change request agentic workflow to assess the quality of a change request and generate suggestions to improve the information in the fields. The workflow uses an active change policy document if one applies, or falls back to similar closed change requests.\n        - [Explain SLA](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/now-assist-for-it-service-management-itsm/now-assist-itsm-aiagents-explain-sla-workflow.md) -- Use the explain SLA agentic workflow to analyze a Service Level Agreement (SLA) and gain insight into the SLA assignment, task ownership, and pause and resume events in the SLA duration for a task, such as an incident, problem, case, or change request.\n        - [Schedule a change agentic workflow](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/now-assist-for-it-service-management-itsm/now-assist-itsm-aiagents-schedule-change-agentic-workflow.md) -- Use the schedule a change agentic workflow to schedule change requests by identifying the available schedule slots.\n        - [Suggest configuration items for a change request](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/now-assist-for-it-service-management-itsm/now-assist-itsm-aiagents-suggest-configuration-items-for-a-change-request.md) -- Use the suggest configuration items for a change request agentic workflow to make the process of selecting configuration items during change creation conversational, intuitive, and efficient for users.\n        - [Create outages for a change request](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/now-assist-for-it-service-management-itsm/now-assist-itsm-aiagents-create-outages-for-a-change-request.md) -- Use the create outages for a change request agentic workflow so users can associate outages with a change request easily in a conversational and intuitive way.\n        - [Create standard change request](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/now-assist-for-it-service-management-itsm/now-assist-itsm-aiagents-create-change-request-workflow.md) -- Use the create standard change request agentic workflow to help users create a standard, normal, or emergency change request in a conversational and intuitive way.\n        - [Create standard change template proposal](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/now-assist-for-it-service-management-itsm/now-assist-itsm-aiagents-create-standard-change-template-proposal.md) -- Use the create standard change template proposal agentic workflow to help users quickly create a change template proposal record based on similar change requests.\n        - [Create change request AI agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/now-assist-for-it-service-management-itsm/change-ai-orch-create-change-ai-agent.md) -- This AI agent creates structured change requests from conversational input by autonomously selecting the appropriate change model and template.\n        - [Change CI suggestion AI agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/now-assist-for-it-service-management-itsm/change-ai-orch-ci-suggestion-ai-agent.md) -- This AI agent autonomously identifies and populates both the primary configuration item (CI) and affected configuration items on a change request during Orchestrator execution without requiring multiple user interactions.\n        - [Change request plans AI agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/now-assist-for-it-service-management-itsm/change-ai-orch-request-plans-ai-agent.md) -- This AI agent autonomously drafts change plan fields during the readiness phase. Field population is governed by a resolved change policy to ensure consistent behavior without requiring user input.\n        - [Change template suggestion AI agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/now-assist-for-it-service-management-itsm/change-ai-orch-template-suggestion-ai-agent.md) -- This AI agent identifies the most relevant change template and model for new change requests by analyzing request details and comparing them against available templates and historical data.\n      - [Incident Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/now-assist-for-it-service-management-itsm/using-agentic-ai-workflow-im.md) -- Use the ITSM Incident Management agentic workflows to manage, resolve and close incidents and incident tasks autonomously.\n        - [Wrap-up and resolve incidents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/now-assist-for-it-service-management-itsm/now-assist-itsm-wrap-up-resolve-incident-aw.md) -- Use the Wrap-up and resolve incident agentic workflow to generate resolution notes and select resolution code to resolve an incident. Attach the Knowledge Base (KB) article or create a draft Knowledge article. Attach a Known Error (KE) article to the incident record when the resolution code is selected as Known Error. Update duplicate incident information when the resolution code is Duplicate.\n      - [DEX](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/now-assist-for-it-service-management-itsm/itsm-dex-ai-agents.md) -- Use the Digital End-User Experience (DEX) agentic workflow to diagnose and resolve issues on DEX monitored devices.\n        - [Diagnose and resolve issues on DEX monitored devices](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/now-assist-for-it-service-management-itsm/now-assist-itsm-dex-diagnosis-resolution-workflow.md) -- Use the Digital End-User Experience (DEX) issue diagnosis and resolution agentic workflow from the ServiceNow Otto panel to diagnose and resolve common issues on DEX monitored devices.\n    - [Use generative AI skills](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/now-assist-for-it-service-management-itsm/using-now-assist-for-itsm.md) -- If you have the itil role, you can summarize the chat interactions with a requester, summarize an incident, and generate resolution notes by using the ServiceNow Otto for IT Service Management (ITSM) application. You can also understand the chat and incident context and propose resolutions more quickly to the requester.\n      - [Summarize a chat conversation](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/now-assist-for-it-service-management-itsm/generate-chat-summary-interaction-now-assist-itsm.md) -- Summarize the Virtual Agent chat conversation between a live agent and a requester in Service Operations Workspace for ITSM. You can generate the summary by using the chat summarization skill in ServiceNow Otto for IT Service Management (ITSM).\n      - [Summarize a Sidebar discussion](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/now-assist-for-it-service-management-itsm/now-assist-itsm-sidebar-discussion.md) -- Generate a summary of Sidebar discussions between agents, requesters, and subject matter experts by using the Sidebar discussion summarization skill in the ServiceNow Otto for IT Service Management (ITSM) application.\n      - [Summarize an incident](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/now-assist-for-it-service-management-itsm/summarize-incident-now-assist.md) -- Quickly understand the incident context and respond to a requester’s inquiries by using the incident summarization skill in the ServiceNow Otto for IT Service Management (ITSM) application.\n        - [Summarize an incident on reassignment](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/now-assist-for-it-service-management-itsm/reassign-incident-now-assist-itsm.md) -- Provide information about the incident when assigning it to another agent or assignment group by summarizing all actions until hand off. For example, an agent can summarize an incident when reassigning it to another agent if the incident is incorrectly assigned or needs troubleshooting by another agent or assignment group.\n      - [Summarize a change request](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/now-assist-for-it-service-management-itsm/summarize-change-now-assist.md) -- Quickly capture the important details of a change request, including the current status, by using the change request summarization skill in the ServiceNow Otto for IT Service Management (ITSM) application.\n      - [Explain a change request risk](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/now-assist-for-it-service-management-itsm/change-risk-exp-now-assist.md) -- Quickly generate the explanation of the calculated risk rating for a change request by using the change request risk explanation skill in the ServiceNow Otto for IT Service Management (ITSM) application.\n      - [Generate change risk assessment answers](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/now-assist-for-it-service-management-itsm/generate-change-risk-assessment-answers-now-assist.md) -- Use ServiceNow Otto for IT Service Management (ITSM) to automatically generate answers and reasoning for change risk assessment questions directly from a change request in Core UI or Service Operations Workspace for ITSM.\n      - [Generate the resolution notes](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/now-assist-for-it-service-management-itsm/resolve-incident-now-assist.md) -- Automatically generate the resolution notes for an incident on demand using the ServiceNow Otto context menu. You can improve the quality of the resolution notes by providing a summary of the root cause and the steps taken to resolve the issue. Generating resolution notes lets you provide information about the incident resolution to other agents who might encounter similar issues.\n      - [Generate a knowledge article](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/now-assist-for-it-service-management-itsm/Now-Assist-generate-article-SOW-itsm.md) -- As an agent or knowledge writer, generate knowledge articles from resolved and closed incidents within the Service Operations Workspace for ITSM application and classic environment by using the ServiceNow Otto application.\n      - [Generate a chat reply recommendation](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/now-assist-for-it-service-management-itsm/now-assist-itsm-chat-recommendation.md) -- Generate a reply based on the context of the chat conversation using the Now Assist icon. Chat reply recommendations provide agents with quick replies to common questions.\n      - [Generate an email response](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/now-assist-for-it-service-management-itsm/now-assist-itsm-email-recommendation.md) -- Generate an email as a recommendation based on the context of the incident using the ServiceNow Otto icon. Email responses can help agents save time and learn efficient ways to respond to requesters.\n      - [Generate a Major Incident email recommendation](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/now-assist-for-it-service-management-itsm/now-assist-itsm-mim-email-recommendation.md) -- Create a draft version of an email to communicate with stakeholders on a major incident using an email template. You can complete field values in the template using an AI-generated response. Use different GenAI variables in the template types for efficient communication with the requesters.\n      - [Ask questions on an incident](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/now-assist-for-it-service-management-itsm/now-assist-itsm-incident-assist.md) -- Quickly obtain common incident related information conversationally within the incident record by asking questions in the ServiceNow Otto panel.\n      - [Request generative AI capabilities](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/now-assist-for-it-service-management-itsm/request-gen-ai-capabilities-itsm-now-assist-panel.md) -- Use the ServiceNow Otto panel to request the contextual generative AI capabilities in IT Service Management (ITSM) such as a chat summary, incident summary, or incident resolution notes in a conversational manner. You can also add comments and work notes. These capabilities provide you with a quick resolution to issues.\n      - [Deflect an incident with self-service](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/now-assist-for-it-service-management-itsm/deflect-incidents-now-assist-itsm.md) -- Designed to reduce the number of incidents to be resolved by deflecting issues with self-service.\n      - [In-form deflection](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/now-assist-for-it-service-management-itsm/now-assist-itsm-deflection-overview.md) -- In-form deflection enables users to resolve issues directly within the create incident form. When users describe an issue, ServiceNow Otto for IT Service Management (ITSM) searches the knowledge base and returns solutions based on the user's hardware, location, and the tone of their description.\n        - [Resolve issues using in-form deflection](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/now-assist-for-it-service-management-itsm/now-assist-itsm-deflection-workflow.md) -- Use the create incident form with ServiceNow Otto for IT Service Management (ITSM) to find a solution and deflect the issue without creating an incident.\n        - [Resolve requests using in-form deflection](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/now-assist-for-it-service-management-itsm/now-assist-itsm-request-deflection.md) -- Use the create incident form with ServiceNow Otto for IT Service Management (ITSM) to receive a personalized catalog item recommendation when your description is classified as a request.\n        - [Deflecting incidents reference](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/now-assist-for-it-service-management-itsm/now-assist-itsm-deflection-intent-reference.md) -- Deflection retrieves user context and sentiment analysis to rephrase search queries for more relevant results.\n      - [Analyze sentiments](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/now-assist-for-it-service-management-itsm/sentiment-analysis-now-assist-itsm.md) -- Make informed decisions on incidents based on requester's sentiment and the reasoning behind it in the ServiceNow Otto for IT Service Management (ITSM) application.\n      - [Generate suggested steps](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/now-assist-for-it-service-management-itsm/resolution-steps-generation-now-assist-itsm.md) -- Generate suggested steps automatically by analyzing clusters of closed incidents with similar incident resolution in the ServiceNow Otto for IT Service Management (ITSM) application.\n      - [Generate a response in the activity stream](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/now-assist-for-it-service-management-itsm/now-assist-itsm-activities-response-generation.md) -- Automatically generate a response in an incident record activity stream using the Incident activity response generation skill. Add them to the work notes or comments to enhance the quality of your interactions with the user.\n      - [Generate release notes for a release](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/now-assist-for-it-service-management-itsm/now-assist-itsm-dpr-generate-release-notes.md) -- Generate structured release notes for a release using AI-driven summarization, reducing manual effort and improving clarity for stakeholders. The release notes are generated from the release scope.\n      - [Generate a response to Request Management records](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/now-assist-for-it-service-management-itsm/summarize-request-related-activity-response-generation.md) -- Automatically generate a response in request-related record activity streams using the activity response generation skills for requests and requested items. Add responses to work notes or comments to enhance the quality of your interactions with the user.\n      - [Summarize Request Management records](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/now-assist-for-it-service-management-itsm/summarize-request-related-skill.md) -- Summarize all information related to the context of requests to get a consolidated real-time status by using the Request Management summarization skills in the ServiceNow Otto for IT Service Management (ITSM) application.\n      - [Investigate Zoom call issues](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/now-assist-for-it-service-management-itsm/investigate-and-resolve-zoom-call-issues.md) -- Investigate Zoom call performance with ServiceNow Otto for Zoom Call Issues to identify root causes and get resolutions.\n      - [Investigate boot time issues](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/now-assist-for-it-service-management-itsm/investigate-and-resolve-boot-time-issues.md) -- Identify the root cause of boot time issues and get resolutions such as remedial actions, self-help instructions, and relevant knowledge articles to resolve the boot time issues.\n    - [Insights and Opportunities for Incident dashboard](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/now-assist-for-it-service-management-itsm/insights-opportunities-incident-dashboard.md) -- The Insights and Opportunities for Incident dashboard in Service Operations Workspace gives service desk managers and incident managers a unified view of incident trends, SLA compliance, sentiment, and operational patterns to support data-driven decisions.\n      - [Access the dashboard](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/now-assist-for-it-service-management-itsm/access-insights-opportunities-incident-dashboard.md) -- Monitor incident trends, SLA compliance, sentiment, and operational patterns using the Insights and Opportunities for Incident dashboard in Service Operations Workspace.\n      - [Reference](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/now-assist-for-it-service-management-itsm/insights-opportunities-incident-dashboard-reference.md) -- Reference information for the widgets on the Insights and Opportunities for Incident dashboard, including descriptions of each indicator and the data it presents.\n    - [Use ITSM Virtual Agent analytics dashboard](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/now-assist-for-it-service-management-itsm/using-itsm-conversational-analytics-dashboard.md) -- Use the ITSM Virtual Agent analytics dashboard to track chat volume and engagement patterns, identify trending topics by volume, drill into detailed topic performance, and measure customer satisfaction using AI transcripts and user feedback.\n      - [Who is On Call](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/now-assist-for-it-service-management-itsm/access-itsm-virtual-agent-analytics-dashboard.md) -- Use the Who is On Call agentic workflow to retrieve on-call roster information for specific shifts, groups, or time periods. The agent provides accurate information to conversationally understand who is on-call.\n        - [Chat](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/now-assist-for-it-service-management-itsm/now-assist-itsm-conversational-dashboard-chat-analytics.md) -- Track closed chats, user engagement patterns, and abandonment rates to measure demand and identify opportunities to improve ITSM Virtual Agent effectiveness.\n        - [Topics](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/now-assist-for-it-service-management-itsm/now-assist-itsm-conversational-dashboard-topics.md) -- Analyze the pattern of interactions when users ask questions using the ITSM Virtual Agent. Use the Topics analytics to identify trending topics, view detailed topic information, and understand user interaction patterns across your organization.\n        - [Customer satisfaction](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/now-assist-for-it-service-management-itsm/now-assist-itsm-conversational-dashboard-customer-satisfaction.md) -- Track customer satisfaction through AI interaction transcript analysis and user feedback to gauge experience quality.\n        - [Resources](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/now-assist-for-it-service-management-itsm/now-assist-itsm-conversational-dashboard-resources.md) -- Track knowledge base articles and catalog items referenced in the ITSM Virtual Agent interactions to identify which resources support successful incident deflections instead of being transferred to a live agent for resolution.\n      - [Reference](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/now-assist-for-it-service-management-itsm/now-assist-itsm-va-analytics-reference.md) -- Reference information for scheduled jobs that collect ITSM Virtual Agent analytics data and scripts that configure topic clustering.\n  - [Simplified IT Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/ai-native-it-service-desk-landing-page.md) -- Simplified IT Service Management provides an AI-native solution for simplified and automated implementation, and unified user experience across multiple ITSM applications.\n    - [Explore](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/exploring-ai-native-itsm.md) -- Simplified IT Service Management (Simplified ITSM) provides simplified and automated implementation for administrators, and unified user experience for employees and fulfillers.\n    - [Configure and integrate](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/configuring-ai-native-itsm.md) -- Configure your ITSM workflows using an AI-first, centralized, and intuitive admin experience.\n      - [Install IT Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/install-native-ai-itsm.md) -- Set up and get started with IT Service Management (ITSM) on your instance.\n      - [Configure integrations and ITSM experiences in Simplified IT Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/configure-ai-native-itsm.md) -- Enable ITSM requester and fulfiller experiences by completing the essential configurations.\n        - [Configuring the employee experience in Simplified IT Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/configuring-employee-experience-ai-native-itsm.md) -- Enable an AI-first comprehensive employee experience focused on a simplified portal with an AI-first chat approach to find answers, order items, check status, and create incidents.\n        - [Configuring the fulfiller experience in Simplified IT Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/configuring-fulfiller-experience-ai-native-itsm.md) -- Enable an AI-first fulfiller experience for simplified incident and request management.\n          - [Configuring Simplified Change Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/configuring-change-management-experience-in-it-service-management.md) -- Configure Change Management through a guided experience that walks you through the core setup areas required to make Change Management operational.\n            - [Configure forms for Simplified Change Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/configure-forms-change-management.md) -- Review and configure the change forms that IT fulfiller staff use to create and manage changes. Use the Form Builder to customize form layouts, fields, and sections to match your organization's change processes.\n            - [Configure lists for Simplified Change Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/configure-lists-change-management.md) -- Configure which columns appear in the change lists for your IT fulfiller staff.\n            - [Configure team roles for Simplified Change Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/configure-team-roles-for-change-management.md) -- Assign the right people to the right roles in Change Management so your team can approve, implement, and manage changes with the correct access. Team roles control who can approve, build, or review a change.\n            - [Configure risk for Simplified Change Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/configure-risk-change-mgmt.md) -- Set up risk assessment questions, scoring thresholds, and risk levels so that the system can automatically evaluate the risk of a proposed change and route it to the appropriate approval workflow. Configuring risk helps your organization make consistent, data-driven decisions about change requests without requiring ITIL expertise.\n            - [Configure Change Advisory Board for Simplified Change Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/configure-cab-change-management.md) -- Set up your Change Advisory Board (CAB) in the setup wizard to define who reviews and approves significant changes before they are implemented.\n            - [Configure change models](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/configure-change-models-scm.md) -- Configure the change models that control how Normal, Standard, Emergency, and Change Registration changes are processed in Simplified Change Management.\n              - [Configure the Normal change model](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/configure-normal-change-model-scm.md) -- Configure the Normal change model to define availability, approval requirements, templates, and change task behaviors.\n              - [Configure the Standard change model](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/configure-standard-change-model-scm.md) -- Configure the Standard change model to manage the pre-defined templates that requesters use to create Standard changes.\n              - [Configure the Emergency change model](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/configure-emergency-change-model-scm.md) -- Configure the Emergency change model to define who can submit emergency changes, set up stakeholder notifications, configure approvals, and control automatic change task creation.\n              - [Configure the Change Registration change model](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/configure-change-registration-model-scm.md) -- Configure the Change Registration change model to define who can register external changes and configure stakeholder notifications.\n              - [Change model defaults for Simplified Change Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-model-defaults-for-simplified-change-management.md) -- When you activate the ITSM Change Management Admin Experience plugin (sn_itsm_chg_admin), the simplified change models become the active defaults and the classic global models are deactivated.\n            - [Configure schedules for Simplified Change Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/configure-schedules-for-simplified-change-management.md) -- Create and manage blackout and maintenance schedules for Change Management to control when changes are permitted or blocked across your organization.\n            - [Configure notifications for Simplified Change Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/configure-notifications-for-simplified-change-management.md) -- Add and manage notifications for Change Management to keep users informed about approvals, status updates, and task assignments at key steps in the change process.\n    - [Employee experience](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/employee-experience-native-ai-itsm.md) -- Simplified IT Service Management provides a comprehensive employee or requester experience with an AI chat first approach to find answers, request items, check status, and create incidents.\n      - [Employee experience in Employee Center](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/employee-experience-employee-center.md) -- Simplify meeting employee needs by leveraging the automated self-service and browsing experience in the Employee Center portal.\n        - [Open an IT ticket in Employee Center](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/open-ticket-native-ai-itsm.md) -- Resolve a user's issue by opening an IT ticket.\n        - [Submit a catalog item request in Employee Center](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/submit-cat-request-native-ai-itsm.md) -- Save time in searching for and submitting requests for commonly requested catalog items.\n        - [Search for a solution in Employee Center](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/search-solution-native-ai-itsm.md) -- Resolve a user's issue by searching for a relevant solution.\n        - [Get chat support in Employee Center](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/get-support-using-chat.md) -- Resolve user issues by requesting for support using chat.\n    - [Employee experience in Employee Slate](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/employee-experience-using-employee-slate.md) -- You can enable an AI-first employee experience that brings search, requests, tasks, knowledge, and communications together in one intuitive destination. Employees can easily find information, manage requests and tasks, stay informed through communications and news, connect with teams, and get work done faster.\n      - [Submit a catalog request in Employee Slate](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-submit-request-employee-slate.md) -- Save time in searching for catalog items and submitting requests.\n      - [Submit an incident in Employee Slate](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-submit-incident-employee-slate.md) -- Save time in submitting and resolving incidents.\n    - [Fulfiller experience](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/fulfiller-experience-ai-native-itsm.md) -- The Simplified IT Service Management fulfiller experience consists of simplified incident and request management with AI recommendations.\n      - [Accept a live chat from a requester](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/accept-chat-ai-native-itsm.md) -- Automatically create an incident by accepting a live chat or phone call from a requester.\n      - [Generating AI summary and next steps](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/generating-ai-native-itsm.md) -- You can generate AI summary, key actions taken, proposed next steps, and related search results directly on the incident form to help resolve the incident, and also summarize the incident to gain an overall understanding of the incident details.\n      - [Using the Service Desk Team Dashboard](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/using-now-assist-ai-native-itsm.md) -- Service desk managers can use the Service Desk Team Dashboard to view key performance metrics, including incident and requested item backlog, and team MTTR.\n    - [Reference](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/ai-native-it-service-desk-reference.md) -- Reference topics provide additional information about Simplified IT Service Management.\n      - [Roles in Simplified IT Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/simplified-itsm-roles.md) -- You can configure the user access for Simplified ITSM pages using various roles.\n      - [AI agents and agentic workflows in Simplified IT Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/agents-ai-native-it-service-desk.md) -- Use conversational AI-native experience for administrators, employees, and fulfillers using Simplified IT Service Management (Simplified ITSM). AI agents and agentic workflows provide a step-by-step approach to configure ITSM workflows with validated inputs and preview.\n      - [Catalog items installed with Simplified IT Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/catalog-items-base-system.md) -- Few commonly requested catalog items are auto-installed in the base system for Simplified IT Service Management.\n      - [Simplified IT Service Management glossary](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/glossary-landing-itsm.md) -- Learn about the terms and concepts in Simplified IT Service Management.\n        - [A](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/glossary-landing-itsm.md) -- Learn about the terms and concepts in Simplified IT Service Management.\n          - [AI-native IT Service Desk](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/glossary-landing-itsm.md) -- Learn about the terms and concepts in Simplified IT Service Management.\n          - [AI summary and next steps](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/glossary-landing-itsm.md) -- Learn about the terms and concepts in Simplified IT Service Management.\n          - [Assess state](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/glossary-landing-itsm.md) -- Learn about the terms and concepts in Simplified IT Service Management.\n          - [Authorize state](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/glossary-landing-itsm.md) -- Learn about the terms and concepts in Simplified IT Service Management.\n        - [B](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/glossary-landing-itsm.md) -- Learn about the terms and concepts in Simplified IT Service Management.\n          - [blackout schedule](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/glossary-landing-itsm.md) -- Learn about the terms and concepts in Simplified IT Service Management.\n        - [C](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/glossary-landing-itsm.md) -- Learn about the terms and concepts in Simplified IT Service Management.\n          - [Change Registration change model](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/glossary-landing-itsm.md) -- Learn about the terms and concepts in Simplified IT Service Management.\n          - [Configuration Console](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/glossary-landing-itsm.md) -- Learn about the terms and concepts in Simplified IT Service Management.\n          - [Configure with AI](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/glossary-landing-itsm.md) -- Learn about the terms and concepts in Simplified IT Service Management.\n        - [E](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/glossary-landing-itsm.md) -- Learn about the terms and concepts in Simplified IT Service Management.\n          - [Emergency change model](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/glossary-landing-itsm.md) -- Learn about the terms and concepts in Simplified IT Service Management.\n        - [I](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/glossary-landing-itsm.md) -- Learn about the terms and concepts in Simplified IT Service Management.\n          - [implementation group](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/glossary-landing-itsm.md) -- Learn about the terms and concepts in Simplified IT Service Management.\n        - [M](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/glossary-landing-itsm.md) -- Learn about the terms and concepts in Simplified IT Service Management.\n          - [maintenance window](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/glossary-landing-itsm.md) -- Learn about the terms and concepts in Simplified IT Service Management.\n        - [N](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/glossary-landing-itsm.md) -- Learn about the terms and concepts in Simplified IT Service Management.\n          - [Normal change model](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/glossary-landing-itsm.md) -- Learn about the terms and concepts in Simplified IT Service Management.\n        - [R](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/glossary-landing-itsm.md) -- Learn about the terms and concepts in Simplified IT Service Management.\n          - [risk assessment question](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/glossary-landing-itsm.md) -- Learn about the terms and concepts in Simplified IT Service Management.\n        - [S](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/glossary-landing-itsm.md) -- Learn about the terms and concepts in Simplified IT Service Management.\n          - [score threshold](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/glossary-landing-itsm.md) -- Learn about the terms and concepts in Simplified IT Service Management.\n          - [Service Desk Team Dashboard](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/glossary-landing-itsm.md) -- Learn about the terms and concepts in Simplified IT Service Management.\n          - [Simplified Change Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/glossary-landing-itsm.md) -- Learn about the terms and concepts in Simplified IT Service Management.\n          - [Standard change model](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/glossary-landing-itsm.md) -- Learn about the terms and concepts in Simplified IT Service Management.\n        - [T](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/glossary-landing-itsm.md) -- Learn about the terms and concepts in Simplified IT Service Management.\n          - [team roles](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/glossary-landing-itsm.md) -- Learn about the terms and concepts in Simplified IT Service Management.\n  - [Asset Management common applications](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/asset-management-core.md) -- Asset Management application relies on a seamless integrated ecosystem of applications to deliver complete visibility, control, and optimization of IT assets throughout their lifecycle.\n    - [Base Asset Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/c_AssetManagement.md) -- The ServiceNow Base Asset Management application integrates the physical, technological, contractual, and financial aspects of information technology assets.\n    - [ITSM Software Asset Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-sam.md) -- The software asset management features of the ITSM suite can be activated using one of the plugins in the feature table.\n      - [Legacy Software Asset Management plugin](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management/c_SoftwareAssetManagement.md) -- The legacy Software Asset Management (com.snc.software_asset_management) plugin activates the legacy ITSM Software Asset Management feature that is provided with the Asset Management application.\n        - [Legacy Software Asset Management plugin Overview module](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management/c_SWAssetMgmtOverviewMod.md) -- The Overview module for the legacy Software Asset Management (com.snc.software_asset_management) plugin is a homepage that displays various software asset management reports.\n          - [Use the legacy Software Asset Management plugin Overview module](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management/c_UseSWAssetMgmtOverviewMod.md) -- The Overview module is a homepage that displays charts and graphs to help you manage software assets in the organization.\n          - [Legacy Software Asset Management plugin roles](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management/r_SoftwareAssetManagementRoles.md) -- The legacy Software Asset Management (com.snc.software_asset_management) plugin adds the following user role.\n          - [Installed with the legacy Software Asset Management plugin](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management/r_InstalledWithSoftwareAssetMgmt.md) -- A number of tables, properties, user roles, script includes, client scripts, UI policies, and business rules are installed with the legacy Software Asset Management (com.snc.software_asset_management) plugin.\n        - [Legacy Software Asset Management plugin setup process](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management/c_SetupProcess.md) -- To get started with the legacy Software Asset Management (com.snc.software_asset_management) plugin, you need to identify and discover software owned, create software models, create license records, and configure software counters.\n        - [Determine where software is installed using the legacy Software Asset Management plugin](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management/c_DeterminWhereSWInstalled.md) -- When using the legacy Software Asset Management (com.snc.software_asset_management) plugin to determine where your software is installed, you must keep the following points in mind.\n          - [Find software on the network using the legacy Software Asset Management plugin](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management/t_FindingSoftwareOnTheNetwork.md) -- After using a discovery tool, you can find a definitive list of all the software found on the network using the legacy Software Asset Management (com.snc.software_asset_management) plugin.\n          - [Scan software installations with the system scheduler](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management/c_ScanSWInstWithSysSched.md) -- The legacy Software Asset Management (com.snc.software_asset_management) plugin adds a scheduled job for scanning software installations named SAM License Counters in System Scheduler Scheduled Jobs .\n        - [Software licenses in the legacy Software Asset Management plugin](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management/c_SoftwareLicenses.md) -- Software licenses are based on models that are defined through the legacy Software Asset Management (com.snc.software_asset_management) plugin.\n          - [License management with the legacy Software Asset Management plugin](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management/c_ManageSoftwareLicenses.md) -- The legacy Software Asset Management (com.snc.software_asset_management) plugin allows asset managers to track and organize the number of licenses available to the organization.\n          - [Add a software license using the legacy Software Asset Management plugin](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management/t_AddANewSoftwareLicense.md) -- You can add a new software license using the legacy Software Asset Management (com.snc.software_asset_management) plugin.\n          - [Create and manage an enterprise license using the legacy Software Asset Management plugin](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management/t_CreateAndManageAnEnterpriseLicense.md) -- Enterprise licenses are typically for large customers and provide some flexibility, an agreed upon discount price, and a mechanism for easy administration.\n          - [Create and manage a subscription license using the legacy Software Asset Management plugin](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management/t_CreateManageSubscriptionLicense.md) -- Use the legacy Software Asset Management (com.snc.software_asset_management) plugin to create subscription licenses and manage the information as it changes.\n          - [Software license entitlements for the legacy Software Asset Management plugin](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management/t_CreatSWLicenseEntitlemnt.md) -- Software entitlements enable you to define the people or machines to which a specific, purchased software license is assigned.\n            - [Create an entitlement for the legacy Software Asset Management plugin](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management/t_CreateAnEntitlement.md) -- You create software entitlements for both CIs and users from the same License Entitlement form.\n            - [Create a software user license entitlement for the legacy Software Asset Management plugin](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management/t_CreateSWUserLicenseEntitlement.md) -- You can entitle a user to use one of your software licenses.\n            - [Entitle a license to a configuration item using the legacy Software Asset Management plugin](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management/t_EntitleLicenConfigItem.md) -- Use the legacy Software Asset Management (com.snc.software_asset_management) plugin to entitle a license to a configuration item, such as a computer or server, or a location, such as a city of building.\n            - [Entitle a license to a user or location using the legacy Software Asset Management plugin](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management/t_EntitleALicenseToAUser.md) -- Use the legacy Software Asset Management (com.snc.software_asset_management) plugin to entitle a license to an individual user.\n          - [License upgrade and downgrade with the legacy Software Asset Management plugin](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management/c_UpgradingAndDowngradingLicenses.md) -- The concept of upgrading and downgrading licenses is built in to the legacy Software Asset Management (com.snc.software_asset_management) plugin.\n            - [Upgrade a license using the legacy Software Asset Management plugin](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management/t_UpgradingALicense.md) -- Use the legacy Software Asset Management (com.snc.software_asset_management) plugin to upgrade a software license through one of two methods: through a software license record or through a software model record.\n            - [Downgrade a license using the legacy Software Asset Management plugin](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management/t_DowngradingALicense.md) -- Use the legacy Software Asset Management (com.snc.software_asset_management) plugin to downgrade a software license through one of two methods: through a software model record or through a software license record.\n              - [Identify a downgrade child](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management/t_IdentifyADGChildFromASWLicRec.md) -- Use the legacy Software Asset Management (com.snc.software_asset_management) plugin to identify a downgrade child from a software license record.\n          - [View a list of unallocated software licenses for the legacy Software Asset Management plugin](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management/t_ViewListUnAllocSWLicen.md) -- Managing software licenses includes knowing what licenses are owned by your organization, but are not allocated.\n          - [Merge software licenses using the legacy Software Asset Management plugin](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management/t_MergeASoftwareLicense.md) -- If you have multiple software licenses that are linked to the same model, you can merge the individual licenses into a consolidated license using the legacy Software Asset Management (com.snc.software_asset_management) plugin.\n        - [Manage software models using the legacy Software Asset Management plugin](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management/t_ManagingSoftwareModels.md) -- The legacy Software Asset Management (com.snc.software_asset_management) plugin uses software models to manage licenses, specifically in software counters and license restrictions, and to track upgrade and downgrade licenses.\n          - [Create and manage software suites using the legacy Software Asset Management plugin](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management/c_CreateAndManageSWSuite.md) -- Software uses the concept of suites instead of bundles.\n        - [License calculations with the legacy Software Asset Management plugin](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management/c_UseLicenseCalculations.md) -- Software license calculations with the legacy Software Asset Management (com.snc.software_asset_management) plugin count the number of licenses that exist in your network environment.\n          - [Calculate software licenses using the legacy Software Asset Management plugin](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management/r_CalculateSoftwareLicenses.md) -- Software calculations use license calculation types to determine how software licenses are counted in your organization.\n          - [License calculation types supported by the legacy Software Asset Management plugin](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management/r_LicenseCalculationTypes.md) -- Default license calculation types are available with the legacy Software Asset Management (com.snc.software_asset_management) plugin.\n          - [Create a custom license type for the legacy Software Asset Management plugin](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management/t_CreateACustomLicenseType.md) -- Custom license types in the legacy Software Asset Management (com.snc.software_asset_management) plugin allow you to create a license type with special conditions.\n          - [Create a custom script for a legacy Software Asset Management plugin license type](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management/r_CreateTheScript.md) -- By default, the Script field in the legacy Software Asset Management (com.snc.software_asset_management) plugin Software License Calculation form contains information about available variables and an example script.\n        - [Software discovery models in the legacy Software Asset Management plugin](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management/c_UsingSoftwareDiscoveryModels.md) -- Software discovery models in the legacy Software Asset Management (com.snc.software_asset_management) plugin can be used to help normalize the software you own by analyzing and classifying models to reduce duplication.\n          - [Edit a software discovery model using the legacy Software Asset Management plugin](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management/t_EditingASoftwareDiscoveryModel.md) -- You can edit only the Software model field and Approved check box on the legacy Software Asset Management (com.snc.software_asset_management) plugin Software Discovery Models form.\n          - [Automatically match to an existing model using the legacy Software Asset Management plugin](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management/t_AutoMatchExistingModel.md) -- The automatic matching feature in the legacy Software Asset Management (com.snc.software_asset_management) plugin allows you to match a software discovery model to an existing software model.\n          - [Create new models using the legacy Software Asset Management plugin](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management/t_CreatingNewModels.md) -- If the automatically generated software model is not correct or if the system cannot find a match from existing models, you can create a new model using the legacy Software Asset Management (com.snc.software_asset_management) plugin.\n        - [Legacy Software License Compliance Checker](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management/c_SoftwareLicenseComplianceChecker.md) -- The Software License Compliance Checker that is included in the legacy Software Asset Management (com.snc.software_asset_management) plugin is a fast way to see if the software licenses used in your organization are compliant based on number of rights purchased and number of installations.\n          - [Check your software license compliance](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management/t_UseSWLicenComplChecker.md) -- You can check your software license compliance using the Software License Compliance Checker that is included in the legacy Software Asset Management (com.snc.software_asset_management) plugin.\n        - [Software license reconciliation counters for the legacy Software Asset Management plugin](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management/c_UseCountersSWLicenseReconcil.md) -- Software counters for the legacy Software Asset Management (com.snc.software_asset_management) plugin reconcile software rights with software installations to verify compliance.\n          - [Get started with software counters for the legacy Software Asset Management plugin](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management/c_GetStartedWithSoftwareCounters.md) -- A good way to see how software counters work is to use the demo data provided with the legacy Software Asset Management (com.snc.software_asset_management) plugin.\n          - [Schedule a software count for the legacy Software Asset Management plugin](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management/t_ScheduleASoftwareCount.md) -- How to schedule a software count for the legacy Software Asset Management (com.snc.software_asset_management) plugin.\n          - [Use a software counter for the legacy Software Asset Management plugin](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management/c_UseTheSoftwareCounter.md) -- Use a software counter for the legacy Software Asset Management (com.snc.software_asset_management) plugin to count the licenses for a specific version of software and receive summary or detailed results.\n          - [Create a software counter for the legacy Software Asset Management plugin](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management/t_CreateASoftwareCounter.md) -- How to create a software counter for the legacy Software Asset Management (com.snc.software_asset_management) plugin.\n          - [Set up quick counters for the legacy Software Asset Management plugin](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management/c_SetUpQuickCounters.md) -- Quick counter settings can help speed up the software counting process that is used by the legacy Software Asset Management (com.snc.software_asset_management) plugin.\n          - [View software counter results for the legacy Software Asset Management plugin](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management/t_ViewASoftwareCounterResult.md) -- Software counter results provide detailed information about each grouping that is formed through the legacy Software Asset Management (com.snc.software_asset_management) plugin.\n          - [View software counter summaries for the legacy Software Asset Management plugin](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management/t_ViewASoftwareCounterSummary.md) -- Software counter summaries provide information about each software counter type that is supported by the legacy Software Asset Management (com.snc.software_asset_management) plugin.\n          - [View software counter details for the legacy Software Asset Management plugin](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management/t_ViewSoftwareCounterDetail.md) -- Software counter details provide information about a specific software counter summary for the legacy Software Asset Management (com.snc.software_asset_management) plugin.\n          - [View usage counter results for the legacy Software Asset Management plugin](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management/t_ViewAUsageCounterResult.md) -- Usage counters for the legacy Software Asset Management (com.snc.software_asset_management) plugin track licenses based on how often those licenses are actually used either by a workstation or a user.\n        - [Legacy IBM PVU Process Pack](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management/c_IBMPVUProcessPack.md) -- Processor Value Unit (PVU) is a unit of measurement defined by IBM to determine software licensing costs based on processor or server model.\n          - [Activate the legacy IBM PVU Process Pack](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management/t_ActivatingTheIBMPVUProcessPack.md) -- The legacy Software Asset Management - IBM PVU Process Pack (com.snc.sam.ibmpvu.pp) plugin can no longer be activated upon request. If the legacy plugin has already been activated on your ServiceNow instance, you can continue to use the legacy IBM PVU Process Pack.\n          - [Validate requirements for PVU mappings](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management/t_ReqAssocSWInstToPVUMapping.md) -- Meet the recommended requirements to ensure that you receive the highest quality results with PVU mapping.\n          - [IBM PVU mapping preparation for the legacy IBM PVU Process Pack](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management/c_PreparingForIBMPVUMapping.md) -- Most IBM PVU mapping and license checking for the legacy IBM PVU Process Pack is managed automatically.\n          - [Refresh your legacy Software Asset Management plugin processor definitions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management/t_RefreshProcessorDefinitions.md) -- After activating the legacy IBM PVU Process Pack, use the Refresh Processor Definitions module in the legacy Software Asset Management (com.snc.software_asset_management) plugin to create process definitions for existing computers in the Computer [cmdb_ci_computer] table.\n          - [Legacy Software Asset Management plugin processor definitions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management/r_ViewingProcessorDefinitions.md) -- Processor definitions for the legacy Software Asset Management (com.snc.software_asset_management) plugin are automatically derived from the information in the configuration item form for an item such as a computer or server.\n          - [View IBM PVU mappings for the legacy IBM PVU Process Pack](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management/t_ViewingIBMPVUMappings.md) -- Every rule listed in the IBM PVU Table is represented by one PVU mapping record in the legacy Software Asset Management (com.snc.software_asset_management) plugin.\n          - [Use software counters with the legacy IBM PVU Process Pack](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management/t_UseSWCountersCalcIBMPVULice.md) -- To calculate IBM PVU licenses through the legacy IBM PVU Process Pack, you can create a software counter with the IBM PVU license type. For a given PVU software package, you only need to create the counter once and then it can be reused.\n          - [Installed with the legacy IBM PVU Process Pack](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management/r_IWSWAssetMgmtIBMProcPack.md) -- The following tables, fields, script includes, and business rules are installed with the legacy IBM PVU process pack.\n        - [Software contracts for the legacy Software Asset Management plugin](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management/c_SoftwareContracts.md) -- A software contract is a binding agreement between the owner of a software product and a buyer. The contract enables the buyer to use the software legally.\n          - [Create software contracts for the legacy Software Asset Management plugin](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management/t_CreatingSoftwareContracts.md) -- You can create binding agreements that enable buyers to legally use software that is tracked and managed through the legacy Software Asset Management (com.snc.software_asset_management) plugin.\n        - [Legacy Oracle process pack](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management/c_OracleProcessPack.md) -- The legacy Oracle process pack is an add-on to the legacy Software Asset Management (com.snc.software_asset_management) plugin that provides the ability to manage software licensed under the Oracle licensing model.\n          - [Using software counters with the legacy Oracle Process Pack](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management/c_CreatingAnOracleSoftwareCounter.md) -- There are two distinct ways to count Oracle software through the legacy Oracle Process Pack. Be sure that your Oracle models are set up accurately.\n          - [Software models for the legacy Oracle Process Pack](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management/c_CreatingOracleSoftwareModels.md) -- In order to count Oracle software licenses, you must create software models for your Oracle software.\n          - [Request the legacy Oracle Process Pack](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management/t_ActivateSWAssetMgmtOraclProcPac.md) -- The legacy Software Asset Management - Oracle Process Pack (com.snc.sam.oracle.pp) plugin can no longer be activated upon request. If the legacy plugin has already been activated on your ServiceNow instance, you can continue to use the legacy Oracle Process Pack.\n          - [Installed with the legacy Oracle Process Pack](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management/r_InstalledWithOracleProcessPack.md) -- The following tables, fields, and license calculation types are installed with the legacy Oracle process pack.\n          - [Create an Oracle software license](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management/t_CreateAnOracleSoftwareLicense.md) -- To use the legacy Oracle process pack, you must create an Oracle software license.\n          - [Validate requirements for Oracle mappings](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management/t_ReqAssocSWInstToOrcleMapping.md) -- Meet the recommended requirements to ensure that you receive the highest quality results with Oracle mapping.\n          - [Run the Oracle software counter](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management/t_RunTheOracleSoftwareCounter.md) -- Running the Oracle software counter is a requirement to associate a software installation with an Oracle mapping.\n      - [Basic Software Asset Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management-foundation-plugin/c_SoftwareAssetMgmtSAMF.md) -- The Basic Software Asset Management activates the ITSM Software Asset Management feature provided with the Asset Management application.\n        - [Exploring Basic Software Asset Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management-foundation-plugin/exploring-sam-foundation.md) -- The Basic Software Asset Management (com.snc.sams) supports tracking, evaluating, and managing software licenses and compliance. You can access this functionality through the Software Asset Workspace or the Software Asset Management Core UI.\n          - [Basic Software Asset Management roles](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management-foundation-plugin/r_SAMRolesSAMF.md) -- Basic Software Asset Management adds the following roles.\n          - [Basic Software Asset Management software discovery and normalization](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management-foundation-plugin/c_SAMDiscoverySAMF.md) -- ServiceNow Discovery is used to automatically populate the Software Installations table so the software can be manually normalized and reconciled.\n          - [Basic Software Asset Management discovery models and software installations](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management-foundation-plugin/c_DiscoveryModelsSAMF.md) -- Software discovery models are automatically created during discovery so you can manually normalize the software installed in your environment.\n          - [Basic Software Asset Management software reconciliation for compliance](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management-foundation-plugin/c_SAMReconciliationSAMF.md) -- Automated license reconciliation keeps license positions accurate and up to date without manual calculations. Reconciliation runs weekly or on demand.\n        - [Setting up Basic Software Asset Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management-foundation-plugin/t_SAMSetupSAMF.md) -- Set up Basic Software Asset Management before configuration.\n          - [Request Basic Software Asset Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management-foundation-plugin/t_RequSoftwareAssetMgmtSAMF.md) -- The Software Asset Management Foundation (com.snc.sams) plugin must be activated by ServiceNow personnel. This plugin includes demo data.\n          - [Manage a SAM Foundation software suite](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management-foundation-plugin/manage-samf-software-suite.md) -- Create a suite and add the corresponding components to the suite so the rights that your organization owns are counted accurately during reconciliation.\n          - [Customize a Discovery pattern for Basic Software Asset Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management-foundation-plugin/t_CustomPatternSAMSAMF.md) -- Basic Software Asset Management automatically leverages SQL Server, Exchange, and Oracle Database Discovery patterns, but you can perform steps for Basic Software Asset Management to utilize additional Discovery patterns, if needed.\n          - [Get started with Basic Software Asset Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management-foundation-plugin/t_SAMGetStartedSAMF.md) -- Get started with Basic Software Asset Management to optimize management of software installations in your environment.\n        - [Configuring Basic Software Asset Management workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management-foundation-plugin/configuring-samf-plugin-workspace.md) -- Once you have finished setting up the Basic Software Asset Management and the Software Asset Workspace plugin applications, you need to configure the Software Asset Workspace.\n          - [Create a Software Asset Management Foundation entitlement](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management-foundation-plugin/create-samf-entitlement-workspace.md) -- Create entitlements in the Software Asset Workspace to enter your license details and allocate purchased software rights to users or devices.\n          - [Create a Software Asset Management Foundation software model](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management-foundation-plugin/Create-samf-software-model-workspace.md) -- Create a software model in the Software Asset Workspace to add product details that are used to connect software rights you purchased with software installations discovered on your system.\n        - [Configuring the classic Basic Software Asset Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management-foundation-plugin/samf-plugin-configuration.md) -- Configure Basic Software Asset Management if you prefer to continue using the classic version.\n          - [Create an entitlement](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management-foundation-plugin/t_AddASoftwareEntitlementSAMF.md) -- Software entitlements enable you to define license details that are matched to software models.\n            - [Create an entitlement allocation](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management-foundation-plugin/t_AddAnEntitlementAllocationSAMF.md) -- A user or device allocation can be added to a software entitlement to specify a user or device to which rights have been allocated.\n          - [Create a software model](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management-foundation-plugin/t_AddASoftwareModelSAMF.md) -- Software models are used to connect purchased software rights with discovered software installations. Additionally, software models can be used to manage suites of software as well as to publish requestable software to the Service Catalog.\n          - [Manually normalize a discovery model](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management-foundation-plugin/t_EditASoftwareDiscModelSAMF.md) -- You can edit a software discovery model to manually normalize discovered software on the Software Discovery Models form so that it can be reconciled.\n          - [Manually override an edition value](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management-foundation-plugin/t_ManOverrideEditionSAMF.md) -- When the edition of a software install is not automatically discovered, you can specify the edition on the Software Installation form with the correct value (if known) so the software can be successfully reconciled.\n        - [Using Basic Software Asset Management workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management-foundation-plugin/using-samf-workspace.md) -- Use the Software Asset Workspace, the intuitive and streamlined user interface of the Basic Software Asset Management application.\n          - [Software asset overview for Basic Software Asset Management dashboard](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management-foundation-plugin/software-asset-overview-samf.md) -- Enhance your Basic Software Asset Management experience by using the modernized and user-friendly software asset overview dashboard. The software asset overview is a simplified and intuitive environment that helps you use the application more effectively by reducing complexity.\n          - [License usage view for Basic Software Asset Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management-foundation-plugin/license-usage-view-for-samf.md) -- Use the license usage view as a single plane to understand the license position of all software products, remediate non compliance, and view reconciliation results.\n            - [Run Basic Software Asset Management software reconciliation in workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management-foundation-plugin/run-samf-software-recon-workspace.md) -- Reconciliation is run as a scheduled job (default is weekly), but you can also run reconciliation manually to reconcile software products in the Software Asset Workspace environment on-demand.\n          - [License Operation view for Basic Software Asset Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management-foundation-plugin/license-operation-view-samf.md) -- Use the License operations view in the Software Asset Workspace to view all your licenses and discovery models that are managed by the Basic Software Asset Management application.\n            - [View discovery models in workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management-foundation-plugin/view-discovery-models-workspace.md) -- View a list of all the discovered software for your engineering applications in the Software Asset Workspace.\n        - [Using Basic Software Asset Management classic](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management-foundation-plugin/using-samf-classic.md) -- Using Basic Software Asset Management classic.\n          - [Software Asset Management Foundation dashboard](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management-foundation-plugin/c_SAMDashboardSAMF.md) -- View compliance and true-up cost trend charts on the Software Asset Management Foundation dashboard.\n          - [Run Basic Software Asset Management software reconciliation in classic](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management-foundation-plugin/t_RunReconciliationSAMF.md) -- Reconciliation is run as a scheduled job (default is weekly), but you can also run reconciliation manually to reconcile software products in your environment on demand.\n          - [View Basic Software Asset Management software model results in classic](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management-foundation-plugin/t_ViewSWModelResultsSAMF.md) -- View compliance information for software model results from the Product Results list after reconciliation is run.\n        - [Basic Software Asset Management Administration](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management-foundation-plugin/c_SAMAdministrationSAMF.md) -- Basic Software Asset Management administration tasks include adding custom product records, creating custom license metrics, and setting properties. You can also refresh processor definitions, and migrate software installations.\n          - [Add a Basic Software Asset Management custom software product](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management-foundation-plugin/t_AddACustomProductSAMF.md) -- You can add a custom product if a software product does not exist in the Software Library. Custom products enable you to normalize and account for homegrown software, or software that is not yet part of the Software Library.\n          - [Add a Basic Software Asset Management custom license metric](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management-foundation-plugin/add-custom-license-metric-samf.md) -- You can add a custom license metric to modify the default reconciliation process.\n          - [Migrate Basic Software Asset Management software installations](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management-foundation-plugin/t_MigrateSWInstallsSAMF.md) -- If you are using Discovery, run this script after installing Basic Software Asset Management to copy previously discovered software installation records from the [cmdb_software_instance] table to the [cmdb_sam_sw_install] table, which is used by Basic Software Asset Management to store software installation records.\n          - [Basic Software Asset Management properties](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management-foundation-plugin/sam-properties-samf.md) -- You can set default reconciliation properties such as reconciliation run with custom license metrics, and reconciliation debugging settings.\n          - [Basic Software Asset Management migration](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management-foundation-plugin/c_SAMMigrationSAMF.md) -- Migrate from the Software Asset Management plugin to the Basic Software Asset Management to take advantage of more powerful features. Manual actions by the customer are required after plugin activation.\n            - [Overwrite customizations for Basic Software Asset Management migration](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/software-asset-management-foundation-plugin/t_MigrateSAMCustomSAMF.md) -- When migrating from the Software Asset Management plugin to the Basic Software Asset Management, further actions are required by the customer after plugin activation to ensure successful migration of customized forms and lists.\n    - [Contract Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/contract-management/c_ContractManagement.md) -- Manage and track contracts with the ServiceNow Contract Management application.\n      - [Use the Asset Contract Overview module](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/contract-management/t_UseTheContractMgmtOverviewModule.md) -- You can view information about your contract status in the Contract Management Overview module.\n      - [Components installed with Contract Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/contract-management/r_ComponentsInstalledWContractMgmt.md) -- Several types of components are installed with Contract Management.\n        - [Tables installed with Contract Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/contract-management/r_TablesInstalledWContractMgmt.md) -- Tables are added with Contract Management.\n        - [User roles installed with Contract Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/contract-management/r_UserRolesIWContractMgmt.md) -- A user role is added with Contract Management.\n        - [Script includes installed with Contract Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/contract-management/r_ScriptIncludesIWContractMgmt.md) -- Script includes are added with Contract Management.\n        - [Client scripts installed with Contract Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/contract-management/r_ClientScriptsIWContractMgmt.md) -- Client scripts are added with Contract Management.\n        - [Business rules installed with Contract Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/contract-management/r_BusinessRulesIWContractMgmt.md) -- Business rules are added with Contract Management.\n      - [Contract renewal workflow](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/contract-management/cont-renew-wf.md) -- Use the contract renewal workflow to renew contracts that are nearing their expiry date or are already expired. This workflow enables you to renew contracts through a streamlined and managed process.\n        - [Create a contract renewal request](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/contract-management/create-contract-renew-req.md) -- Create a contract renewal request for contracts that are nearing their expiry date or are already expired.\n        - [Renew multiple child contracts](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/contract-management/select-contract.md) -- Renew multiple child contracts under the parent contract by using the Contract selection task.\n        - [Supply contract renewal information](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/contract-management/fill-cont-renew-info.md) -- Supply the contract renewal information by completing the Build renewal task.\n        - [Add or remove assets for a contract renewal](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/contract-management/select-hw-asset.md) -- Add or remove hardware or enterprise assets from the contract renewal process. You can also view the hardware or enterprise assets carried over to the new contract.\n        - [Add or remove entitlements for a contract renewal](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/contract-management/select-sw-asset.md) -- Add or remove software entitlements that you want to include in the contract renewal process by using the Software assets selection task. You can also view the entitlements carried over to the new contract.\n        - [Update terms and conditions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/contract-management/update-terms-conditions.md) -- Update the terms and conditions in your new contract. You can also view the terms and conditions carried over to the new contract.\n        - [Add rate cards to the new contract](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/contract-management/update-rate-card.md) -- Add rate card details to the new contract by using the Rate cards task to track contract expenses.\n        - [Review contract renewal details](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/contract-management/confirm-cont-renewal.md) -- Review the renewal details after completing all the details of a contract by using the Renewal confirmation task. You can then either approve them or mark the details for further review.\n        - [Approve or reject a contract renewal request](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/contract-management/approve-cont-renew.md) -- Approve or reject a contract renewal request for all Contract Renewal Request Lines.\n        - [Receive a purchase order for contract assets](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/contract-management/receive-po.md) -- Receive the purchase order for assets covered in the contract by using the Renewal purchase order task. This task is available if you have added at least one hardware asset, created an entitlement, or selected an existing entitlement that is in the Build state.\n        - [Results of canceling a contract renewal process](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/contract-management/cancel-contract-renewal.md) -- Cancelling a contract renewal process results in a change in the state of Contract, Contract Renewal Request, Contract Renewal Request Lines, and Contract Renewal tasks.\n      - [Contract approval flow](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/contract-management/contract-approval-workflow.md) -- Use the Contract Approval flow to get approval from the approver defined in the contract. You can edit the existing flow or create a flow in the graphical Workflow Studio to meet your organization's contract approval process.\n      - [Contract Management use](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/contract-management/c_UseContractManagement.md) -- Users with the contract_manager role can use the Contract Management application to create various types of contracts, such as leases, warranties, maintenance, and service.\n        - [Contract life cycle](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/contract-management/c_ContractLifeCycle.md) -- From creation until closure, contracts follow a life cycle that determines which fields can be edited.\n        - [Contracts](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/contract-management/c_Contracts.md) -- A contract is a binding agreement between two parties.\n          - [Create a contract](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/contract-management/t_CreateAContract.md) -- Create a contract with various contract models, which would act as a binding agreement between the two parties.\n            - [Create a software maintenance contract example](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/contract-management/t_UseCaseCreateSWMaintContract.md) -- One common use case for the Contract Management application is creating a contract to track maintenance payments for enterprise software. You can use this example to learn how to create a software maintenance contract.\n            - [Add an asset to a contract](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/contract-management/t_AddAnAssetToAContract.md) -- You can associate contracts with specific assets, including software licenses.\n            - [Add a user to a contract](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/contract-management/t_AddAUserToAContract.md) -- A contract can cover specific users. For example, you may use a contract to hire a group of temporary workers.\n            - [Add a configuration item to a contract](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/contract-management/t_AddAConfigurationItemToAContract.md) -- Contracts can be associated with configuration items. You can link a contract with configuration items to clarify what the contract legally covers.\n            - [Add a document to a contract](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/contract-management/t_AddADocumentToAContract.md) -- Contracts can be associated with documents. Linking a contract to related documents helps keep all relevant information about a contract together and easily accessible.\n          - [Adjust a contract](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/contract-management/t_AdjustAContract.md) -- After creating a contract, you can change the start date, end date, or payment amount for a contract.\n            - [Renew a contract](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/contract-management/t_RenewAContract.md) -- After you have created a contract or the contract has expired, you can renew the contract.\n            - [Cancel a contract](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/contract-management/t_CancelAContract.md) -- You can cancel a contract when the State is Active.\n          - [Verify contract administrator assignment for notification](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/contract-management/t_SendAContractNotification.md) -- An event runs automatically each night to send reminders to contract administrators about contract expiration dates so they can renew or renegotiate the contract. You can verify that the right contract administrator is assigned to the contract.\n          - [Send the contract for approval](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/contract-management/t_SendTheContractForApproval.md) -- You can send a contract that is in Draft state for approval.\n            - [Approve or reject a contract](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/contract-management/t_ApproveOrRejectAContract.md) -- If you are the contract manager, you can approve or reject a contract.\n            - [View approval history on contracts](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/contract-management/t_ObtainContractApproval.md) -- You can view the approval history for a contract in the Approval History related list on the Contract form.\n          - [Terms and conditions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/contract-management/c_TermsAndConditions.md) -- You can add terms and conditions to a contract to keep all documentation that is relevant to a contract in one location.\n            - [Create a terms and conditions record](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/contract-management/t_CreateATermsAndConditionsRecord.md) -- You can create a terms and conditions record to add to a contract.\n            - [Add terms and conditions to a contract](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/contract-management/t_AddTermsAndConditionsToAContract.md) -- After you create a terms and conditions record, add the record to a contract that is in the Awaiting Review, Rejected, Renewal Rejected, or Extension Rejected substate.\n            - [Build a terms and conditions document within a contract](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/contract-management/t_BuildTandCDocWinContract.md) -- After adding one or more terms and conditions records to a contract, you can build a terms and conditions document within the contract.\n          - [Create a contract rate card](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/contract-management/t_ContractRateCardsAndExpenseLines.md) -- You can create rate cards to track contract expenses. Rate cards help to record and allocate costs.\n            - [Contract Rate Card form](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/contract-management/ContractRateCardForm.md) -- The Contract rate card form enables you to generate expense lines for recurring expenses automatically by providing detailed price information for a contract. There can be multiple rate cards for the same contract.\n            - [Create a new expense line](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/contract-management/t_CreatingANewExpenseLine.md) -- Typically, expense lines are automatically generated based on assets or users, but you can create a new expense line manually if needed.\n            - [Generating expense lines based on assets or users](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/contract-management/t_GenExpnsLinOnAssetsUsers.md) -- An expense line is an expense amount at a given point in time and the record that incurred or generated the expense. You can generate expense lines based on assets or users assigned to the contract.\n              - [Add a user or asset to a contract](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/contract-management/t_Step1AddAUserOrAssetToAContract.md) -- You can add a user or asset to a contract to generate expense lines.\n              - [Create a rate card and assign a user or asset](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/contract-management/t_Step2CreatRCAsgnUseAsset.md) -- You can assign a user or asset when you create a rate card. You can only assign the user or asset that is assigned to the contract.\n              - [Configure rate card expense generation](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/contract-management/t_Step3ConfigRCExpenseGen.md) -- After assets or users are added to the rate card, you can use the Distribute cost field in the Financial section of the contract to generate rate card expenses.\n            - [View contract expense lines](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/contract-management/t_ViewingContractExpenseLines.md) -- Use the Expense Lines related list or tab to view and audit all the expenses recorded for a given contract.\n          - [Monitor a contract](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/contract-management/t_MonitoringContracts.md) -- You can monitor contracts by viewing contract history and creating contract reports.\n            - [Run a contract report](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/contract-management/t_CreatingContractReports.md) -- A variety of contract reports are available to help track and manage contracts.\n      - [Condition check definitions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/contract-management/c_UseConditionCheckDefinitions.md) -- Condition check definitions enable you to define logical conditions that indicate when to change a field value in a record.\n        - [Define a condition check](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/contract-management/t_DefineAConditionCheck.md) -- You can define a condition check to change values in a contract when the Contract Compliance Checks scheduled job runs each night.\n      - [Domain separation and Contract Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/contract-management/domain-separation-contract-mgmt.md) -- Domain separation is unsupported in Contract Management. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.\n    - [Procurement](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/procurement/c_Procurement.md) -- Procurement managers can use the ServiceNow Procurement application to create purchase orders and to obtain items for fulfilling service catalog requests.\n      - [Procurement roles](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/procurement/r_ProcurementRoles.md) -- The Procurement application uses the following roles.\n      - [Procurement workflows](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/procurement/c_ProcurementWorkflows.md) -- Procurement uses the following workflows. You can edit the existing flows or create a flow in the graphical Workflow Studio to meet your organization's asset procurement process.\n      - [Use the Procurement Overview module](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/procurement/t_UsingTheProcurementOverviewModule.md) -- Use the gauges on the Procurement Overview homepage to help you track and manage requests, purchase orders, and other important aspects of the procurement process.\n      - [Activate Procurement](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/procurement/t_ActivateProcurement.md) -- You can activate the Procurement plugin that provides core procurement capabilities.\n        - [Components installed with Procurement](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/procurement/r_InstalledWithProcurement.md) -- Several types of components are installed with Procurement.\n          - [Business rules installed with Procurement](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/procurement/r_BusinessRulesProcurement.md) -- Procurement plugin adds the following business rules.\n          - [Client scripts installed with Procurement](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/procurement/r_ClientScriptsProcurement.md) -- Procurement plugin adds the following client scripts.\n          - [Script includes installed with Procurement](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/procurement/r_ScriptIncludesProcurement.md) -- Procurement plugin adds the following script include.\n          - [Tables installed with Procurement](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/procurement/r_TablesProcurement.md) -- Procurement plugin adds the following tables.\n          - [User roles installed with Procurement](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/procurement/r_UserRolesProcurement.md) -- Procurement plugin adds the following user roles.\n      - [Sourcing items in a service catalog request](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/procurement/c_SourcingRequestItems.md) -- A service catalog request can contain multiple items that must be sourced.\n        - [Create a purchase order from a request](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/procurement/t_CreatingPurchOrderFromRequest.md) -- You can create a purchase order directly from a request. This approach enables procurement managers to obtain items and fulfill requests from the Service Catalog. You can create multiple purchase orders from a request.\n        - [Create a transfer order from a request](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/procurement/t_CreatingTransferOrderFromReq.md) -- You can create a transfer order directly from a request to source hardware items and consumables from stockrooms.\n        - [Source requests from local stockrooms](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/procurement/consume-local-asset-stock.md) -- Get visibility into local stockrooms at the time of sourcing requests.\n        - [Add an assignment from a request](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/procurement/t_AddingAssignmentsFromReq.md) -- You can add assignments directly from a request to source rights from software licenses.\n      - [Procurement purchase order management for assets](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/procurement/c_UseProcurement.md) -- Accurate purchase order information is important for invoice tracking, receiving, and reporting in the ServiceNow platform.\n        - [Track a request from the service catalog](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/procurement/t_TrackReqFromServiceCatalog.md) -- The Procurement application lets you track a request that was ordered from the service catalog.\n        - [Cancel a request from the service catalog](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/procurement/t_CancelReqFromServCatalog.md) -- You can cancel a request from the service catalog if, for example, the item is no longer needed or the request was not approved.\n        - [View and edit a catalog task](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/procurement/t_ViewAndEditACatalogTask.md) -- Catalog tasks are used to source items and fulfill requests. You can view and edit catalog tasks from a request.\n        - [Create a purchase order](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/procurement/t_CreateAPurchaseOrder.md) -- You can create a purchase order. Purchase orders specify assets to order from a single vendor.\n          - [Create a purchase order line item](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/procurement/t_CreateAPurchaseOrderLineItem.md) -- After you save a new purchase order, you create purchase order line item records to specify the individual items to order.\n          - [Purchase order status](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/procurement/r_FollowAPurchaseOrderStatus.md) -- Purchase orders follow a specific life cycle. The Status field on the purchase order record is always read-only.\n          - [Purchase order expected delivery date](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/procurement/r_SetExpectDelDateOnPurchOrder.md) -- The purchase order record and the purchase order line item record both contain the Expected delivery date field.\n          - [Cancel a purchase order](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/procurement/t_CancelAPurchaseOrder.md) -- You can cancel purchase orders with a status of Requested, Ordered, or Pending Delivery.\n          - [Cancel a purchase order line item](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/procurement/t_CancelAPurchaseOrderLineItem.md) -- You can cancel a purchase order line items with a status of Requested, Ordered, or Pending Delivery.\n          - [Reorder a purchase order](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/procurement/t_ReorderAPurchaseOrder.md) -- You can reorder a purchase order that was canceled.\n          - [Reorder a purchase order line item](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/procurement/t_ReorderAPurchaseOrderLineItem.md) -- You can reorder a purchase order line item that was canceled.\n        - [Create an asset and reserve it for the requester](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/procurement/t_CreateAssetReserveForRequester.md) -- Create the asset before they're delivered so that you can create the asset record with an asset tag and serial number early in the process and reserve the asset for the user who requested it. The receiver can only select the assets to be received as assets are pre-created.\n      - [Receive assets](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/procurement/c_ReceiveAssets.md) -- Assets can be received and added to the system when they are delivered to a stockroom.\n        - [Receive an asset](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/procurement/t_ReceiveAnAsset.md) -- When assets are received and delivered to a stockroom, they’re added to the system.\n        - [Create a receiving slip](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/procurement/t_CreateAReceivingSlip.md) -- Receiving slips are created automatically during the process of receiving assets. You can also create receiving slips manually.\n        - [Create a receiving slip line](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/procurement/t_CreateAReceivingSlipLine.md) -- When assets arrive at a stockroom and you receive them, a receiving slip is created on the purchase order. You create a receiving slip line to identify the specific assets and quantities that were received.\n        - [Consumable assets](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/procurement/c_ReceiveAConsumableAsset.md) -- A consumable asset is one that is purchased in quantity and distributed. It is assigned to the consumable model category, and the asset record tracks the quantity that is available and total cost. When consumable assets are received, they are merged into an existing consumable record, if available.\n      - [Integrating with external procurement applications](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/procurement/integrate-ext-proc-ser.md) -- Manage an end-to-end procurement process by integrating external procurement applications with Software Asset Management and create software requisitions directly on the external procurement applications. Software Asset Management tracks these requisitions and automatically generates entitlements or entitlement import errors after these requisitions are received on the external procurement application.\n        - [Install Asset Management - Procurement Integration](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/procurement/install-proc-int.md) -- You can install the Asset Management - Procurement Integration application (app-itam-procurement-integration) from the ServiceNow Store.If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:\n          - [Components installed with Asset Management - Procurement Integration](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/procurement/installed-with-proc-int.md) -- Several types of components are installed with activation of the Asset Management - Procurement Integration application, such as tables and scheduled jobs.\n        - [Domain separation and Asset Management - Procurement Integration](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/procurement/asset-mgmt-proc-domain-separation.md) -- Domain separation is supported for Asset Management - Procurement Integration. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.\n        - [Integrating with Coupa](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/procurement/integrate-with-coupa.md) -- Integrating Coupa with Software Asset Management helps you create software requisitions directly on Coupa. Software Asset Management tracks these requisitions and automatically generates entitlements or entitlement import errors after these requisitions are received on Coupa.\n          - [Create a Coupa integration profile](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/procurement/create-coupa-int-profile.md) -- Create a Coupa integration profile to verify the status of the procurement-scheduled jobs, entitlements, and entitlement import errors created through this profile.\n          - [Create a requisition on Coupa through Procurement application](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/procurement/create-req-coupa.md) -- Create software requisitions directly on Coupa through the ServiceNow Procurement application to purchase software.\n            - [Reference data synchronization](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/procurement/ref-data-coupa.md) -- For a successful integration of Coupa with Software Asset Management, you must synchronize the following reference data types on both the ServiceNow Procurement application and Coupa.\n        - [Deleting an external procurement application integration profile](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/procurement/delete-ext-profile.md) -- If you want to stop using an external procurement application for creating software requisitions through Software Asset Management, you can delete the integration profile.\n      - [Domain separation and Procurement](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/procurement/domain-separation-procurement.md) -- Domain separation is supported in Procurement processing. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.\n    - [Product Catalog](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/product-catalog/c_ProductCatalog.md) -- The product catalog is a set of information about individual models. Models are specific versions or various configurations of an asset. Asset managers use the product catalog as a centralized repository for model information.\n      - [Components installed with Product Catalog](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/product-catalog/r_InstalledWithProductCatalog.md) -- The following components are installed with the Product Catalog plugin.\n        - [Tables installed with Product Catalog](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/product-catalog/r_TablesProductCatalog.md) -- Product Catalog plugin adds the following tables.\n        - [Roles installed with Product Catalog](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/product-catalog/r_RolesProductCatalog.md) -- Product Catalog plugin adds the following roles.\n        - [Script includes installed with Product Catalog](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/product-catalog/r_ScriptIncludesProductCatalog.md) -- Product Catalog plugin adds the following script include.\n        - [Client scripts installed with Product Catalog](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/product-catalog/r_ClientScriptsProductCatalog.md) -- Product Catalog plugin adds the following client script.\n        - [Business rules installed with Product Catalog](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/product-catalog/r_BusinessRulesProductCatalog.md) -- Product Catalog plugin adds the following business rules.\n      - [Models](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/product-catalog/c_Models.md) -- Models are specific versions or various configurations of an asset. Models are used for managing and tracking assets through various ServiceNow platform asset applications, including Product Catalog, Asset Management, and Procurement.\n        - [Model form fields](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/product-catalog/r_ModelFormFields.md) -- There are fields on the Model form that apply to all types of models.\n        - [Create hardware models](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/product-catalog/t_CreatingHardwareModels.md) -- Use hardware models to track equipment assets such as servers and racks. You can create a new hardware model.\n          - [Add compatible models to a hardware model](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/product-catalog/t_AddingCompModelsToHrdwreModel.md) -- On a hardware model record, you can add compatible hardware models, giving you a good method for tracking hardware assets that can work together.\n          - [Add substitute models to a hardware model](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/product-catalog/t_AddingSubModelsToHrdwModel.md) -- On a hardware model record, you can add substitutes to track what hardware models can be substituted for another hardware model.\n        - [Create consumable models](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/product-catalog/t_CreatingConsumableModels.md) -- Consumables are items that are tracked as a group, not individually. An example of consumable items is computer keyboards.\n        - [Bundled models](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/product-catalog/c_CreatingBundledModels.md) -- A bundled model is a single model comprised of individual models. For example, a laptop, printer, keyboard, and mouse can be combined into a single bundled model. If you assign any one asset from the bundled model to an individual, that person receives all the components in the bundle.\n          - [Add model components to a bundle](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/product-catalog/t_AddingModelComponentsToABundle.md) -- Add model components to a model as needed, for example, when you upgrade a bundle to include additional assets.\n          - [Remove model components from a bundle](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/product-catalog/t_RemoveModelCompsFromABundle.md) -- Remove a component from a bundled model, for example, when you want to replace it with a different component.\n          - [Publish bundled models to product catalog](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/product-catalog/publish-product-catalog-bundledmodles.md) -- You can publish bundled models to the product catalog to make the bundled models available in the service catalog.\n        - [Software models](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/product-catalog/c_CreatingSoftwareModels.md) -- Software models are created as part of the asset management process. You can create product models for software from the product catalog, but you cannot administer all aspects of the software models.\n        - [Create application models](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/product-catalog/t_CreatingApplicationModels.md) -- You can create application models that can be managed and tracked within a Scrum development process.\n        - [Work order models](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/product-catalog/c_CreatingWorkOrderModels.md) -- When work management is activated, the ServiceNow platform adds the Work Order Models and Work Task Models modules to the product catalog.\n        - [Models created for VMware support and Amazon EC2](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/product-catalog/c_ModCreateForVMWSuppAmazEC2.md) -- When you activate Orchestration for VMware and Amazon EC2, the system creates models automatically.\n        - [Add skills to a model](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/product-catalog/t_AddingSkillsToAModel.md) -- You can associate skills with any model. Creating associations between skills and models is helpful if you are using work management and want to assign tasks to agents based on their skills with specific models.\n        - [Publish models to the hardware or software catalog](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/product-catalog/t_PublishingModToHrdwreOrSftCat.md) -- You can publish models to the hardware or software catalog to make the models available in the service catalog.\n        - [Delete models](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/product-catalog/t_DeletingModels.md) -- If a model is no longer needed, you can delete it as long as no assets or configuration items use the model.\n      - [Vendor catalog items](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/product-catalog/c_ManageVendorCatalogItems.md) -- The vendor catalog is a list of goods available from different vendors.\n        - [Synchronize information](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/product-catalog/c_SynchronizeInformation.md) -- Certain information is synchronized between models, product catalog items, and vendor catalog items.\n        - [Create a vendor catalog item](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/product-catalog/t_CreateAVendorCatalogItem.md) -- Create a vendor catalog item to associate product models with a vendor.\n          - [Link an item to the hardware catalog](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/product-catalog/t_LinkAnItemToTheHardwareCatalog.md) -- After you create a vendor catalog item, link the item to the hardware catalog for viewing.\n          - [Link an item to the software catalog](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/product-catalog/t_LinkAnItemToTheSoftwareCatalog.md) -- After you create a vendor catalog item, link the item to the software catalog for viewing.\n          - [Publish an item to the hardware catalog](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/product-catalog/t_PublishAnItemToTheHardwareCatalog.md) -- After you create a hardware item for the vendor catalog, publish it to the hardware catalog for viewing. The hardware catalog is a section within the service catalog.\n          - [Publish an item to the software catalog](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/product-catalog/t_PublishAnItemToTheSoftwareCatalog.md) -- After you create a software item for the vendor catalog, publish it to the software catalog for viewing. The software catalog is a section within the service catalog.\n        - [View a vendor list](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/product-catalog/t_ViewAVendorList.md) -- You can view a list of vendors from the product catalog.\n      - [Product catalog items](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/product-catalog/c_ManagingProductCatalogItems.md) -- Product catalog items are hardware and software that you can track and offer in the service catalog.\n        - [Create a product catalog item](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/product-catalog/t_CreateAProductCatalogItem.md) -- Create hardware and software product catalog items to include in the product catalog and the service catalog.\n        - [Activate a product catalog item](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/product-catalog/t_ActivateAProductCatalogItem.md) -- Activate a product catalog item to make it available in the product catalog and the service catalog.\n        - [Deactivate a product catalog item](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/product-catalog/t_DeactivateAProductCatalogItem.md) -- Deactivate a product catalog item to remove it from the product catalog and the service catalog.\n        - [Import a Product Catalog item](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/product-catalog/migrate-product-catalog-item.md) -- Import a hardware and software product catalog item from one ServiceNow instance to another ServiceNow instance to include it in the product catalog.\n      - [Model categories](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/product-catalog/c_ModelCategories.md) -- Model categories associate CI classes with asset classes. Model categories are part of the Product Catalog application.\n        - [View model categories](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/product-catalog/t_ViewingModelCategories.md) -- Default model categories are included with product catalog. You can view a list of default categories and the categories that you created.\n        - [Create model categories](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/product-catalog/t_CreatingModelCategories.md) -- You can add custom model categories for your instance.\n        - [Create assets manually](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/product-catalog/t_CreatingAssetsManually.md) -- The ServiceNow AI Platform does not create an asset automatically under certain conditions. You can create an asset manually as needed.\n        - [Edit model categories](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/product-catalog/t_EditingModelCategories.md) -- All default model categories can be edited, except for the Contract model category. You can edit any custom model categories that you created at any time.\n        - [Delete model categories](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/product-catalog/t_DeletingModelCategories.md) -- If a model category is no longer needed, you can delete it.\n      - [Domain separation and Product Catalog](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/product-catalog/domain-separation-product-catalog.md) -- Domain separation is supported in the Product Catalog. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.\n  - [Benchmarks](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/benchmarks/benchmarks-landing.md) -- The ServiceNow Benchmarks application gives you instant visibility into your key performance indicators (KPIs) and trends, as well as comparative insight relative to industry averages of your peers and to the industry top performers. You can contrast the performance of your organization with recognized industry standards, view a side-by-side comparison of performance with global benchmarks, and implement recommendations for improved performance.\n    - [Explore](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/benchmarks/exploring-benchmarks.md) -- Use Benchmarks for ITSM to get a comparative insight relative to industry averages of your peers and to the industry top performers. With Benchmarks get a quick visibility into your key performance indicators (KPIs) and trends.\n      - [Benchmarks roles](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/benchmarks/c_BenchRoles-cf.md) -- The Benchmarks admin and the viewer roles are introduced with Benchmarks.\n    - [Configure](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/benchmarks/configuring-benchmarks.md) -- Enable Benchmarks for ITSM and configure the settings to track the Benchmarks KPI and the trends.\n      - [Enable Benchmarks](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/benchmarks/t_EnableBench-cf.md) -- Enable Benchmarks by opting in to participate in Benchmarks data collection. With Benchmarks you can compare your organization's performance with that of the recognized industry standards.\n      - [Enable a benchmark KPI](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/benchmarks/t_EnableABenchKPI-cf.md) -- Enable KPIs to use in your data reporting.\n      - [Configure resolved incident Benchmarks KPIs](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/benchmarks/t_ConfigResIncBenchKPIs-cf.md) -- The source for the KPIs containing resolved incident data is the resolved_at field in the Incident [incident] table, which may not exist in some environments. In this case, additional configuration is required to use these KPIs.\n    - [Use](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/benchmarks/using-benchmarks.md) -- Use the ServiceNow Benchmarks application to collect historical data to analyze the benefits of year-over-year growth. View the Benchmarks KPI data and drill down to analyse the performance analytics.\n      - [Use Benchmarks data for value management analysis](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/benchmarks/analyze-business-value-historical-data-benchmarks-cf.md) -- Manually collect historical Benchmarks data to analyze the benefits of year-over-year growth when you use the ServiceNow Benchmarks application.\n      - [New Benchmarks Dashboard](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/benchmarks/c-newuidashboard-cf.md) -- The Benchmarks dashboard displays KPI data, performance trends, and indicator scorecards.\n        - [View benchmark KPI data](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/benchmarks/t-newviewbenchkpidata-cf.md) -- Benchmarks KPI data is shown in Benchmarks dashboard built in Next Experience UI. Data includes values for your company instance, and for global data.\n        - [Benchmarks KPI performance trend](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/benchmarks/c-newbenchkpitrendrecommend-cf.md) -- The Benchmarks KPI performance chart trend view shows your KPI performance comparison with global data, and provides details about the KPI on the contextual side panel.\n      - [Drill down within benchmark KPI data](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/benchmarks/t_ViewBenchKPIIndScore-cf.md) -- You can drill down within benchmark KPI data for further analysis within Performance Analytics.\n    - [Reference](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/benchmarks/reference-benchmarks.md) -- Refer to the different roles, dashboard, KPI categories and trends offered by ServiceNow Benchmarks.\n      - [Benchmark KPIs](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/benchmarks/c_BenchKPIConfig-cf.md) -- You can enable or disable a benchmark KPI, and customize KPI conditions. Integration with Performance Analytics provides daily data collection and drill down capabilities on KPI data.\n      - [Opt out of Benchmarks](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/benchmarks/t_OptOutBench-cf.md) -- You can opt out of Benchmarks at any time. If you opt out, your company usage data is no longer included in the Benchmarks data set, and you no longer see aggregate metrics.\n      - [Domain separation and Benchmarks](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/benchmarks/domain-separation-benchmarks-cf.md) -- Domain separation is unsupported in the Benchmarks application. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.\n    - [Link or customize a benchmark KPI](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/benchmarks/t_CustomBenchKPIConditions-cf.md) -- You can customize KPI conditions to fit the needs of your organization better.\n  - [Change Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/c_ITILChangeManagement.md) -- The ServiceNow Change Management application provides a systematic approach to control the life cycle of all changes, facilitating beneficial changes to be made with minimum disruption to IT services.\n    - [Explore](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/exploring-change-management.md) -- The Change Management processes for a change request are controlled by workflows defined for a specific change request type.\n      - [Change model management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/manage-change-models.md) -- Change models help streamline change requests by tailoring a fit-for-purpose process to support specific, common change use cases.\n        - [Change Models properties](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/change-models-properties.md) -- Configure the Change Models properties to access the Change models capabilities when creating a Change request.\n        - [Create a user criteria record for Change Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/create-user-criteria.md) -- Create a user criteria record to control user access to widgets.\n      - [Change types](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/change-types.md) -- Change Management supports the three types of service changes ITIL describes — standard, emergency, and normal. The change type determines which state model is invoked and the change process that must be followed.\n      - [Change templates](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/change-templates.md) -- Standardize the creation of change requests by creating change templates based on all available change models.\n      - [State progression for change models](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/normal-standard-emergency-states.md) -- Each change request model progresses through a number of state values in a specific order.\n      - [Modify email notification](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/configure-state-change-notifications.md) -- There is a change request email notification, which, if active, sends a notification to the user when the state progresses to Scheduled, Implement, Review, or Canceled. You can modify the change request notification to specify when to send it, who receives it, and what it contains.\n      - [Change approval policies](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/change-approval-policy.md) -- In Change approval policies, approval definitions are used to generate approvals according to your business requirements.\n      - [Approval with e-Signature for change requests](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/approval-e-signature-changes.md) -- Use e-signatures to add an additional layer of verification and compliance to change approval workflows. e-signatures are supported in both Core UI and Service Operations Workspace (SOW).\n      - [Change Advisory Board (CAB) workbench](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/cab-workbench.md) -- The Change Advisory Board (CAB) workbench enables a CAB manager to schedule, plan, and manage CAB meetings.\n      - [Upgrade Change Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/migrate-change-mgmt-pre-geneva.md) -- Follow these instructions to upgrade your Change Management system.\n    - [Configure](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/configure-change-management.md) -- You can configure various aspects of Change Management based on the specific requirements of your organization.\n      - [Change Management plugins](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/change-plugins.md) -- You can activate one or more of the Change Management plugins if they are not already active. Some plugins include demo data.\n        - [Request ITSM Roles- Change Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/request-itsm-roles-cm.md) -- Request the ITSM Roles plugin (com.snc.itsm.roles) to activate the ITSM Roles — Change Management plugin (com.snc.itsm.roles.change_management) to gain more control over the access that different change agents, technicians, and managers have within your Change Management process.\n          - [Components installed with ITSM Roles - Change Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/installed-with-cm-itsm-roles.md) -- Several user roles are installed with the activation of the ITSM Roles — Change Management plugin (com.snc.itsm.roles.change_management). Security ACLs to support the security model for Change Management and related functionality are also installed.\n        - [Activate Business Stakeholder](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/activate-business-stakeholders-change.md) -- Activate the Business Stakeholder plugin (com.snc.business_stakeholder) if you have an admin role. This plugin installs the Business Stakeholder role. Users with this role can view and approve records at all ITSM product levels.\n          - [Installed with Business Stakeholder](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/installed-with-business-stakeholder-change.md) -- The Business Stakeholder plugin (com.snc.business_stakeholder) installs the Business Stakeholder role when activated.\n        - [Activate Change Management - State Model](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/t_ActivateStateModel.md) -- You can activate the Change Management - State Model plugin (com.snc.change_management.state_model) if you have the admin role. This plugin includes demo data and activates related plugins if they are not already active.\n          - [Update change request states](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/state-model-activate-tasks.md) -- If you upgraded from a release prior to Geneva, you must update old state labels to new state labels after you activate the Change Management state model.\n          - [Installed with Change Management - State Model](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/r_InstalledWithStateModel.md) -- Several types of components are installed with the Change Management - State Model.\n            - [Table modified with Change Management - State Model](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/r_InstalledWithStateModel.md) -- Several types of components are installed with the Change Management - State Model.\n        - [Activate Change Management - Collision Detector](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/t_ActivateConflictDetection.md) -- You can activate the Change Management - Collision Detector plugin (com.snc.change.collision) if you have the admin role. This plugin includes demo data and activates related plugins if they are not already active.\n          - [Installed with Change Management - Collision Detector](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/r_InstlldWthConfDetection.md) -- Several types of components are installed with Change Management - Collision Detector.\n            - [Tables installed with Change Management - Collision Detector](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/r_InstlldWthConfDetection.md) -- Several types of components are installed with Change Management - Collision Detector.\n        - [Activate Change Management - Risk Calculator](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/activate-change-risk-calculator.md) -- The Change Management - Risk Calculator plugin (com.snc.bestpractice.change_risk) is active by default in the base system. This plugin includes demo data and activates related plugins if they are not already active.\n          - [Installed with Change Management - Risk Calculator](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/installed-with-change-risk-calc.md) -- Several types of components are installed with the Change Management - Risk Calculator.\n            - [Tables installed with Change Management - Risk Calculator](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/installed-with-change-risk-calc.md) -- Several types of components are installed with the Change Management - Risk Calculator.\n        - [Activate Change Management - Change Schedule](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/activate-changemgmt-changeschedule.md) -- You can activate the Change Management - Change Schedule plugin (com.snc.change_management.soc) if you have the admin role. This plugin includes demo data and activates related plugins if they are not already active.\n          - [Installed with Change Management - Change Schedule](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/installed-cm-changeschedule.md) -- Several types of components are installed with the Change Management - Change Schedule.\n            - [Plugins installed with Change Management - Change Schedule](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/installed-cm-changeschedule.md) -- Several types of components are installed with the Change Management - Change Schedule.\n            - [Roles installed with Change Management - Change Schedule](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/installed-cm-changeschedule.md) -- Several types of components are installed with the Change Management - Change Schedule.\n            - [Tables installed with Change Management - Change Schedule](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/installed-cm-changeschedule.md) -- Several types of components are installed with the Change Management - Change Schedule.\n            - [Properties installed with plugin](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/installed-cm-changeschedule.md) -- Several types of components are installed with the Change Management - Change Schedule.\n            - [Business rules](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/installed-cm-changeschedule.md) -- Several types of components are installed with the Change Management - Change Schedule.\n            - [UI policies installed](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/installed-cm-changeschedule.md) -- Several types of components are installed with the Change Management - Change Schedule.\n            - [Script includes](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/installed-cm-changeschedule.md) -- Several types of components are installed with the Change Management - Change Schedule.\n            - [UI scripts added](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/installed-cm-changeschedule.md) -- Several types of components are installed with the Change Management - Change Schedule.\n        - [Activate Change Management - Risk Assessment](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/activate-change-risk-assessment.md) -- You can activate the Change Management - Risk Assessment plugin (com.snc.change_management.risk_assessment) if you have the admin role. This plugin includes demo data and activates related plugins if they are not already active.\n        - [Activate Change Management - Standard Change Catalog](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/t_ActivateStandardChangeCatalog.md) -- You can activate the Change Management - Standard Change Catalog plugin (com.snc.change_management.standard_change_catalog) if you have the admin role. This plugin includes demo data and activates related plugins if they are not already active.\n          - [Tables installed](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/r_InstlldWthStdChgCat.md) -- Several types of components are installed with Change Management - Standard Change Catalog.\n            - [Tables installed](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/r_InstlldWthStdChgCat.md) -- Several types of components are installed with Change Management - Standard Change Catalog.\n        - [Activate Change Management - Change Success Score](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/activate-change-success-score.md) -- You can activate the Change Management - Change Success Score (com.snc.change_management.change_success_score) plugin if you have the admin role. This plugin activates related plugins if they are not already active.\n          - [Components installed](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/installed-with-change-success-score.md) -- Several types of components are installed with activation of the Change Management - Change Success Score (com.snc.change_management.change_success_score) plugin, including tables and scheduled jobs.\n        - [Activate Change Management - Mass Update CI](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/t_ActivateChangeManagementBulkCI.md) -- You can activate the Change Management - Mass Update CI plugin (com.snc.change_management.mass_update_ci) if you have the admin role. This plugin includes demo data and activates related plugins if they are not already active.\n          - [Installed with Change Management - Mass Update CI](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/r_InstalledWithBulkCI.md) -- Several types of components are installed with the Change Management - Mass update CI.\n            - [Table modified with Change Management - Mass Update CI](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/r_InstalledWithBulkCI.md) -- Several types of components are installed with the Change Management - Mass update CI.\n        - [Activate Change Management -Approval policy](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/activate-change-approval-policy.md) -- You can activate the Change Management -Approval policy plugin (com.sn_chg_pol_appr) if you have the admin role. This plugin includes demo data and activates related plugins if they are not already active.\n          - [Components installed with Change Management -Approval policy](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/installed-with-approval-policy.md) -- Several types of components are installed with activation of the Change Management -Approval policy plugin, that includes tables.\n        - [Activate Change Management - CAB Workbench](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/activate-cab-workbench.md) -- You can activate the Change Management - CAB Workbench plugin (com.snc.change_management.cab) if you have the admin role. This plugin includes demo data and activates related plugins if they are not already active.\n          - [Installed with Change Management - CAB Workbench](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/instlled-with-cab-wrkbench.md) -- Several types of components are installed with Change Management - CAB Workbench.\n            - [Tables installed with Change Management - CAB Workbench](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/instlled-with-cab-wrkbench.md) -- Several types of components are installed with Change Management - CAB Workbench.\n        - [Activate Change Management ATF Tests](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/activate-changemgmt-atftests.md) -- You can activate the Change Management - ATF Tests plugin (com.snc.change_management.atf) if you have the admin role. This plugin includes demo data and activates related plugins if they are not already active.\n        - [Activate Change Management - Core](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/t_ActivateChangeMgmtCore.md) -- You can activate the Change Management - Core plugin (com.snc.change_management) if you have the admin role. This plugin includes demo data and activates related plugins if they are not already active.\n          - [Installed with Change Management - Core](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/r_InstlldWthChngMgmtCore.md) -- Several types of components are installed with the Change Management - Core.\n            - [Tables installed with Change Management core](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/r_InstlldWthChngMgmtCore.md) -- Several types of components are installed with the Change Management - Core.\n        - [Request Change Management - Risk Assessment](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/request-cm-risk-assessment.md) -- To activate Change Management capability to predict change risk using Predictive Intelligence, request the Change Management - Risk Intelligence plugin (com.snc.change_management.ml.risk) through the Now Support Customer Service system.\n          - [Components installed](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/installed-with-risk-intelligence.md) -- Several types of components are installed with activation of the Change Management - Risk Intelligence plugin, that includes tables.\n        - [Request Change Management - Standard Change Template Intelligence](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/request-cm-std-chg-template-intelligence.md) -- To activate Change Management capability that uses Predictive Intelligence to identify change clusters and propose standard change templates, request the Change Management - Standard Change Template Intelligence plugin (com.snc.change_management.ml.sctp) through the Now Support Customer Service system.\n          - [Components installed](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/installed-with-std-chg-temp-ml.md) -- Several types of components are installed with activation of the Change Management - Standard Change Template Intelligence plugin that includes tables.\n        - [Change Management - Predictive Intelligence Core](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/request-cm-picore.md) -- To activate Change Management predictive intelligent features, the Change Management - Predictive Intelligence Core plugin (com.snc.change_management.ml) is required and is automatically installed along with other through Change Management Predictive Intelligence plugins that are requested using the Now Support Customer Service system.\n          - [Components installed](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/installed-withpicore.md) -- Several types of components are installed with activation of the Change Management - Predictive Intelligence Core plugin that includes tables. These tables can be utilized only after the other Change Management Predictive Intelligence plugins are activated.\n        - [Activate Change Management - Change Flows](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/activate-change-flows.md) -- You can activate the Change Management - Change Model Foundation Data (com.snc.change_management.change_model.foundation) plugin if you have the admin role. This plugin includes demo data and activates related plugins if they are not already active.\n        - [Activate Change Management - Change Velocity dashboard](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/activate-change-velocity-dashboard.md) -- You can activate the Performance Analytics - Content Pack - Change Management (com.snc.pa.change) and Process Optimization (com.sn_process_optimization) plugins if you have the admin role. These plugins include demo data and activates related plugins if they are not already active.\n        - [Activate Change Management - Change Models](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/activate-change-models.md) -- You can activate the Change Management - Change Model Foundation Data plugin (com.snc.change_management.change_model.foundation) if you have the admin role. This plugin includes demo data and activates related plugins if they are not already active.\n        - [Activate Change Management Success Probability](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/install-chg-mgmt-success-probability.md) -- You can activate the Change Management - Success Probability plugin (com.snc.change_management.success_probability) if you have the admin role.\n        - [Activate Change Management - Data Archiving](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/activate-data-retention-archive-rule.md) -- You can activate the Change Management - Data Archiving plugin (com.glide.auxdb) if you have the admin role. This plugin includes demo data and activates related plugins if they are not already active.\n      - [Standard change catalog](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/c_StandardChangeCatalogPlugin.md) -- Standard changes are pre-approved, low risk changes with a proven history of success. The standard change catalog contains the changes that have been approved by the Change Management application as standard changes.\n        - [Configure standard change catalog properties](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/t_ConfigureTheStandardChangeCatalog.md) -- Configure the standard change catalog through the standard change properties.\n        - [Create a standard change task template](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/create-a-standard-change-task-template.md) -- You can create a change task template to add to a standard change proposal. If the standard change proposal is approved, the related change tasks are created when the standard change request is created.\n          - [Propose a standard change template](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/propose-standard-chg-template.md) -- Propose a new standard change template when you identify a need while creating a change request.\n        - [Attach files to a standard change template](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/attach-files-change-templates.md) -- Attach files, such as documents, spreadsheet, and images to a standard change proposal. Standard change templates copy any file attached to the template to a change request that the template creates.\n        - [Modify or retire a standard change template](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/manage-standard-change-template.md) -- You can modify and retire standard change templates based on your organization's requirements.\n      - [Enhanced change data model](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/change-data-model.md) -- The enhanced Change data model supports better categorization, change model linkage, and role-based access to change templates. This new data model does not impact the existing standard change catalog and no migration of existing standard changes is required.\n      - [Create a Change model](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/create-a-change-model.md) -- Create change models to configure the states and transitions to match your organization's change processes.\n        - [Configure change model states](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/configure-change-model-states.md) -- Configure states for change models and define transition between multiple states.\n        - [Change model attributes](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/change-model-attributes.md) -- Change model attributes are tags that you assign to states in a change model. Scripts can check which attributes are present in the current state of a change and turn functionality on or off for that state.\n          - [Create a change model attribute](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/create-change-model-attribute.md) -- Create a custom change model attribute that you can assign to states in a change model and check in scripts to control behavior for each state.\n          - [Add an attribute to a change model state](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/add-attribute-change-model-state.md) -- Assign a change model attribute to a state in a change model so that scripts can check for the attribute when a change request is in that state.\n          - [Change model attribute API methods](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/change-model-attribute-apis.md) -- Use these server-side and client-side methods to check which change model attributes are present for a change request in its current state.\n        - [Create predefined transition condition types](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/create-predefined-transition-condition-type.md) -- Create predefined transition conditions to reuse the conditions for your Change models.\n        - [Attach a process for Change model states](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/attach-process-change-model.md) -- You can attach a process with defined conditions to the Change model states to enable state transitions.\n        - [Create and propose a change template](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/create-change-template.md) -- Create, customize, and then propose for publication a change template aligned to a change model to make change creation faster, and promote data quality and consistency.\n          - [Configure template categories](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/configure-template-categories.md) -- Create template categories and child categories to classify templates based on a change model, template usage, and organizational areas like software or security.\n          - [Modify a template](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/modify-or-retire-template.md) -- Copy and modify change templates.\n          - [Review a change template](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/review-change-template.md) -- Review a change template proposed for common change requests.\n          - [Retire a change template](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/retire-a-change-template.md) -- Retire change templates that you no longer need.\n          - [Change template management flows](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/change-template-management-flows.md) -- Change template management flows trigger and manage steps for the template proposal, modification, and retirement processes.\n      - [Change schedules](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/change-schedule.md) -- The Change Schedules landing page provides a view of schedules that are categorized under Pinned Schedules, Your Schedules, and All Schedules. The grouping of schedules provides easy access to your most required schedules and saves your time from searching through all the schedules in the system.\n        - [Change schedules view](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/change-schedules-view.md) -- The Change Schedules module provides a Gantt or timeline view of change requests based on criteria defined within a Change Schedule Definition.\n        - [Create a change schedule from the Change Schedules page](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/create-chng-sch-from-chng-sch-page.md) -- You can create a change schedule to view all scheduled changes, change tasks, blackout periods, maintenance windows for any given date, week, month, or year.\n        - [Create a change schedule from the change schedule definition](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/create-chng-sch-from-chng-sch-def.md) -- You can define a change schedule from a change schedule definition record. Change schedule definitions help you to define the content that displays in the change summary popover, the users, groups or roles with whom a schedule is to be shared, and related span style colors.\n        - [Add related tasks to a change schedule](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/add-related-tasks-to-chng-schedule.md) -- Create related definitions to present related tasks for change requests in the change schedule. For example, to view the change tasks associated with a change request, you need to define a related definition.\n        - [Style rules definition](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/style-rules-definition.md) -- You can create a style span to specify the color for different events in a change schedule. Style spans in a schedule help to quickly identify characteristics of a change based on a field value from the Change Request.\n          - [Define default style rules](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/def-stl-rules-from-stl-rules-table.md) -- You can define style rules from the Default Style Rules module when you want the style rules to be used by change schedules globally and not for any specific application.\n          - [Define style rules from Change Schedule Definitions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/def-stl-rules-from-chng-sch-def.md) -- You can define style rules from change schedule definitions when you want the style rules to be applied to the change schedule related to the change schedule definition.\n          - [Define style rules from Change Schedules View](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/define-style-rules-from-view.md) -- You can create style rules from the change schedules view when you want the style rules to be applied to the specific change schedule where it is defined.\n      - [Configure ability to copy a change request](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/configure-copy-change-request.md) -- You can configure the ability to copy a change request record and its details using system properties.\n      - [Create a change request assignment rule](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/t_DefineAnAssignRuleForChange.md) -- You can define assignment rules to automate the process of assigning change requests to the appropriate group or individual.\n      - [Add a new change request type](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/t_AddNewChangeType.md) -- You can add a new change type to your change process. There are several processes involved with adding a change type. These processes include managing script includes and workflows.\n      - [Extend or disable multiple CI association](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/t_ExtendMultipleCIAssociation.md) -- The ability to associate multiple CIs to a task can be extended to other types of tasks. You can also disable multiple CI association from the related lists on change request records.\n      - [Conflict detection](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/c_ConflictDetection.md) -- Conflict detection identifies potential scheduling conflicts for a change request based on the configuration items, and planned start and end date or the change. If a scheduling conflict exists, conflict detection also checks any related blackout or maintenance schedules and other active change requests to determine the scheduling conflict.\n        - [Detect change conflicts](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/configure-conflict-properties.md) -- Detect change conflicts by setting Change Management conflict analysis properties. Use the resulting information to calculate conflicts for change requests and review and modify the change to eliminate conflicts.\n          - [Conflict detection properties](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/configure-conflict-properties.md) -- Detect change conflicts by setting Change Management conflict analysis properties. Use the resulting information to calculate conflicts for change requests and review and modify the change to eliminate conflicts.\n        - [Create blackout and maintenance schedules in Change Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/t_CreateBlkoutMaintSched.md) -- Use the Blackout and Maintenance windows to schedule a change. Blackout windows specify times during which normal change activity should not be scheduled. Maintenance windows specify times during which change requests should be scheduled. For example, create a blackout schedule for code freezes at the end of the year.\n          - [Assign a maintenance schedule to configuration items](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/use-maintenance-schedule-management.md) -- You can review and determine the conflicts in a change schedule by assigning the maintenance schedules to configuration items (CI). After you assign a maintenance schedules to the CI, add the CI to the change request.\n        - [Configure change request to monitor conflicts](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/monitor-maintenance-schedule.md) -- When a change request is configured to display the conflicts that are outside the maintenance schedule, conflict detection indicates whether the planned start and end dates occur outside the maintenance window or not. By reviewing the conflicts that are detected, you can modify the change schedule.\n        - [Conflict calendar](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/change-conflict-calendar.md) -- The conflict calendar graphically represents the potential scheduling conflicts for a change request. Conflicts are identified as active change requests, blackout schedules, and changes scheduled outside maintenance schedules. Use the Scheduling Assistant to resolve any schedule conflicts.\n          - [Manage your change schedules and resolve conflicts](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/use-conflict-calendar.md) -- Prevent schedule conflicts by using the conflict calendar to manage your change schedule details, customize views, and resolve conflicts.\n        - [Enable automatic change conflict detection](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/t_RunAutomatedConflictDetection.md) -- Automate conflict detection to run at specific intervals or when a change request is updated to immediately review the conflicts when the schedule dates are updated.\n        - [Detect conflicts manually and review conflict details](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/t_RunManualConflictDetection.md) -- Run conflict detection manually for a change request. Review the conflicts detected either automatically or manually and resolve them by changing the schedules.\n          - [Cancel conflict detection manually](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/t_RunManualConflictDetection.md) -- Run conflict detection manually for a change request. Review the conflicts detected either automatically or manually and resolve them by changing the schedules.\n          - [Exclude change requests from conflict detection](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/t_RunManualConflictDetection.md) -- Run conflict detection manually for a change request. Review the conflicts detected either automatically or manually and resolve them by changing the schedules.\n      - [Change success score](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/change-success-score.md) -- Use team historical data for insights into team performance. The score value helps you to determine how likely the team is to complete your change request without issues.\n        - [Success score indicators](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/change-success-score-indicator.md) -- Change Success score contains Performance Analytics indicators for data collection. Indicators define a performance measurement taken at regular intervals of a business service, an activity, or organizational behavior. These performance measurements result in a series of indicator scores over time.\n        - [Success score calculation](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/change-score-calculation.md) -- To calculate the success score, formula indicators are provided. These indicators apply the multiplication operation to the data collected by the automated indicators to arrive at the final score.\n          - [Modify score calculation](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/modify-success-score-calculations.md) -- Modify the multiplier values in the formula indicators to calculate the final success score.\n        - [Configure success score rating](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/change-success-score-rating.md) -- Based on the change success score rating, a color and text is associated that is displayed as part of the Change Success Score card. By default, four success score ratings are available with a specific score range.\n      - [Predictive Intelligence for Change Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/change-mgmt-intelligent-solutions.md) -- The Predictive Intelligence for Change Management capability uses machine-learning algorithms to suggest standard templates, identify similar incidents, and enhance risk assessment for the change.\n        - [Intelligent solutions system properties](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/change-mgmt-intelligentsoln-properties.md) -- Administrators can configure the Change Management Intelligent solutions system properties to use predictive intelligence (PI) capabilities.\n        - [Train the Risk Intelligence solution](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/train-risk-intelligence-solution.md) -- Create Risk categorization or similarity solution definitions to use the predictive intelligence that helps in accessing change risk.\n        - [Train the clustering solution for standard change proposal](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/train-std-chg-proposal-soln.md) -- Train the Standard change proposal solution definition to use clustering capabilities to identify and suggest Standard Change templates to create a change.\n      - [Applying CSDM guidelines to Change Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/itsm-change-use-case-product-view.md) -- Change Management lets you control every aspect of the IT change process from creation to approval. When you have accurate information, you can minimize risks to your business and avoid conflicts with scheduling. The goal of this product view is to help you to understand how Change Management key entities work with the core CSDM framework.\n        - [Change Management and CSDM tables](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/itsm-change-use-case.md) -- Change Management manages and uses CSDM tables. Several ServiceNow products benefit from and add value to Change Management.\n        - [Change Management use case](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/itsm-change-use-case-example.md) -- For ITSM, specifically incident and change, identifying the location of critical data can help reduce mean time to resolve incidents and eliminate outages caused by change.\n        - [Change Management considerations](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/itsm-change-use-case-trouble.md) -- Consider these points while implementing the CSDM framework.\n      - [Legacy: State model and transitions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/c_ChangeStateModel.md) -- Change Management offers a state model to move and track change requests through several states.\n        - [Legacy: Add a state to the state model](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/t_AddANewState.md) -- You can add a new state to the existing state model for different change types based on the requirements of your organization.\n          - [Legacy: Review default workflows](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/t_AddANewState.md) -- You can add a new state to the existing state model for different change types based on the requirements of your organization.\n        - [Configure state model transitions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/t_ConfigStateModelTransit.md) -- You can use script includes or UI policies to configure state models and the criteria for moving change requests from one state to another.\n    - [Use](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/using-change-management.md) -- Work on a change request seamlessly and create the approval policies as required to meet your organizational needs.\n      - [Create a change request](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/t_CreateAChange.md) -- Create a change request to implement a controlled process for modifying approved and supported configuration items (CIs).\n        - [Create a change request from a configuration item (CI)](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/t_CreateAChangeFromACI.md) -- Create a change request from a list of configuration items (CIs), or add selected CIs from a list to a change record.\n        - [Create a standard change request from the catalog](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/t_RaiseNewStdCngeFmTempl.md) -- You can create a standard change request from the published standard change catalog templates.\n        - [Copy a change request](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/copy-a-change-request.md) -- You can copy details of an active or canceled change request to a new change request.\n        - [Create a change task](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/create-a-change-task.md) -- You can create change tasks for a change request. A change task is a piece of work related to the change request. For example, there can be tasks to plan the change, implement the change, and test, and review the work.\n        - [Unauthorized change request](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/unauthorized-change-request.md) -- Understand how an unauthorized change activity on a configuration item (CI) is captured and managed, so that you can review and take timely action on this change.\n          - [Disable the creation of an unauthorized change request](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/disable-unauth-notification.md) -- You can choose to disable the generation of unauthorized change requests that you receive on any unauthorized change event. When a configuration item (CI) that is part of an application service is updated, the system identifies this update and verifies whether the updated CI is part of an open change request.\n          - [Unauthorized change properties](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/unauth-change-properties.md) -- Use the Unauthorized Change Properties page to enable or disable the unauthorized change capability, and to configure the criteria for additional unauthorized change properties.\n      - [Process a change request](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/t_ProcessAChangeRequest.md) -- You can approve, implement, review, and close a change request.\n        - [Associated CIs on a change request](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/c_AffectedCIsAndImpactedServices.md) -- You can associate additional CIs or services to change requests through related lists on the Change Request form. You can also associate CIs with a change request from the dependency views map.\n          - [Add affected CIs to change requests using dependency views](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/c_AffectedCIsAndImpactedServices.md) -- You can associate additional CIs or services to change requests through related lists on the Change Request form. You can also associate CIs with a change request from the dependency views map.\n          - [Associate multiple CIs with a change request](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/c_AffectedCIsAndImpactedServices.md) -- You can associate additional CIs or services to change requests through related lists on the Change Request form. You can also associate CIs with a change request from the dependency views map.\n          - [Add an affected CI with a calculated application service](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/c_AffectedCIsAndImpactedServices.md) -- You can associate additional CIs or services to change requests through related lists on the Change Request form. You can also associate CIs with a change request from the dependency views map.\n        - [Mass Update CI](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/bulk-ci-change.md) -- The Mass Update CI plugin enable users to apply the same update to a set of CIs for a specific CI class. The Change Management - Mass Update CI plugin is intended to be used when the Change Management - State Model plugin is activated.\n        - [Use Mass Update CI](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/use-bulk-mass-ci-changes.md) -- You can use the proposed changes in a change request to apply the same update to a set of CIs for a specific CI class.\n        - [Place a change request on hold](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/t_PlaceAChangeRequestOnHold.md) -- You can put a change request on hold to get additional information for the created change request.\n        - [Refresh impacted services and CIs for Change](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/refresh-impacted-services-cis.md) -- The Impacted services and CIs related list refreshes its records and also the records listed in the Service Offerings and Business Applications related lists based on the affected CIs. You can identify the impacted services and CIs and take necessary action.\n          - [Refresh impacted services properties](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/refreshing-impacted-services-properties.md) -- Use the refresh impacted services properties to enable or disable the refresh impacted services capability, and to configure the criteria for additional refresh impacted services properties.\n      - [Creating change approval policies](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/using-change-approval-policies-cf.md) -- Use the change approval policy to create change approval definitions and the change approval policy workflow to control the approval process for a change request.\n        - [Create approval definitions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/create-approval-definitions.md) -- Use approval definitions to define a set of criteria that are evaluated automatically before the policy is marked as approved.\n        - [Create change approval policies](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/create-change-policy.md) -- Use a change approval policy to define approvals that should be generated for your change.\n          - [Create policy inputs](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/create-policy-input.md) -- Policy inputs are variable sources that you can use while evaluating a decision to determine the approval action. You can create multiple policy inputs to evaluate the decision created, and also access the change request table and any table change request references.\n          - [Create Decision records](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/create-decisions.md) -- Decision records contain the conditions that you can use to determine the change approval action. Create decisions using condition builder when creating change approval policies.\n        - [Change Approval Policy workflow activity](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/change-approval-policiy-wf-activity.md) -- Use the Change Approval Policy workflow activity to control the approval process for a change request by creating user and group approvals according to a change approval policy record. Multiple activities can be used in a workflow, where each activity can reference the same or different Change Approval Policies.\n        - [Use the Change Approval Policy workflow activity](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/use-change-policy-wf-activity.md) -- Apply your Change Policy in your Change Request workflow to manage the approvals.\n        - [Use the Apply Change Approval Policy flow action](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/use-apply-change-approval-policy-flow-activity.md) -- Apply your change approval policy in the Change Management Workflow Studio action to control the approval process for a change request. You can create user and group approvals according to a change approval policy record.\n        - [Create a Change approval policy using decision builder](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/change-approval-policy-decision-builder.md) -- Create a change approval policy using the Change approval policy decision builder to define the approvals that should be generated for your change.\n      - [Working with the CAB Workbench](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/using-cab-workbench-cf.md) -- Use the CAB workbench to review and authorize change requests and review recently implemented changes.\n        - [Create a CAB definition](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/define-your-cab.md) -- A Change Advisory Board (CAB) definition is similar to a recurring meeting invitation. When you define a CAB definition, it determines the attributes that are associated with all CAB meetings generated from that definition.\n        - [View the CAB calendar](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/view-cab-workbench.md) -- The CAB calendar provides an overview of your CAB meeting schedule to help with planning and managing CAB meetings.\n        - [Create a single CAB meeting occurrence](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/create-a-cab-meeting.md) -- Depending on your requirements, you can create an individual Change Advisory Board (CAB) meeting occurrence.\n          - [View CAB meeting details](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/view-cab-meeting-details.md) -- You can view the details of any past, scheduled, or in-progress CAB meeting.\n          - [Modify CAB meeting details](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/refresh-cab-meeting-agenda-items.md) -- You can modify the agenda items for a specific CAB meeting.\n          - [Send CAB meeting request to attendees](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/send-cab-meeting-request-attendees.md) -- You can send CAB meeting invitations to attendees for each CAB meeting.\n        - [CAB meeting attendance using the CAB workbench](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/attend-cab-meeting-using-cab-workbench.md) -- As an itil user, attend a Change Advisory Board (CAB) meeting from the CAB workbench. Follow the current agenda item, view the change schedule, and if you are an approver, approve or reject a change request.\n        - [Add CAB meeting agenda items](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/add-new-agenda-items.md) -- You can add an agenda item to your CAB meeting to customize the agenda and make the meeting more effective.\n        - [CAB meeting management using the CAB workbench](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/manage-cab-meeting-using-cab-workbench.md) -- As a Change Advisory Board (CAB) manager, you can view and manage details of a CAB meeting and its agenda items through the CAB workbench.\n      - [Mobile experience for Change Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/mobile-experience-cm.md) -- Manage your change tasks from anywhere using the Mobile Agent mobile application. With this mobile application, you can stay connected and access the information in real time to complete your tasks.\n        - [Download the Mobile Agent mobile application](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/configure-servicenow-agent.md) -- Access Mobile Agent on your mobile device to manage your change tasks.\n        - [Get started with Change Management mobile tasks](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/getting-started-with-changetasks.md) -- Access Mobile Agent on your mobile device to manage change tasks.\n          - [View change tasks](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/mobile-view-changetask.md) -- You can view the state, risk, and the schedule of the change tasks in the Mobile Agent mobile application.\n          - [Add comments to your change tasks](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/mobile-add-comment-changetask.md) -- You can add comments to a change task from the Mobile Agent mobile application. For example, to add an insight about the change task or a discussion regarding the change task.\n          - [Resolve or close a change task](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/mobile-resolve-changetask.md) -- When you implement the change task, you can close the task from the Mobile Agent mobile application.\n      - [Legacy: Change Management Platform Analytics Solutions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/change-content-pack.md) -- Platform Analytics Solutions and in-form analytics contain preconfigured dashboards. These dashboards contain actionable data visualizations that help you improve your business processes and practices.\n        - [Legacy: Change Premium dashboard](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/change-premium-dashboard.md) -- This dashboard uses Workbench widgets and other advanced Platform Analytics features to give you all the information about the Change process in one place.\n        - [Legacy: Change Management dashboard](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/change-management-dashboard.md) -- Use this dashboard to see the trends in change request resolution over time across different change request risks, ages, and priorities. Break down change requests over time according to the assignment groups you manage.\n        - [Legacy: Open Changes Reports dashboard](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/change-open-changes-reports-dashboard.md) -- Use this dashboard to get an overview of the current status of open reports.\n        - [Legacy: Open Changes State Monitor dashboard](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/change-state-monitor-dashboard.md) -- This workbench dashboard enables you to view and assess all open changes separated into status brackets: New, Assessed, Authorized, Scheduled, Implemented, and Reviewed.\n        - [Legacy: Age of Open Changes Monitor dashboard](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/change-age-open-changes-monitor-dashboard.md) -- This workbench dashboard enables you to view and assess all open changes separated into age brackets: less than one day, from 1-5 days, from 6-30 days, from 31-90 days, and over 90 days.\n        - [Legacy: Change Velocity dashboard](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/change-velocity-dashboard.md) -- Use this dashboard to track the average duration of change requests in the last 30 days.\n        - [Change Management troubleshooting properties](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/debug-properties.md) -- Use the Change Management troubleshooting properties and change the value of the properties to get additional logging details for the feature.\n      - [Manage the workspace configuration for a Change request in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/configure-sow-chg-dynamic-overview-pages.md) -- Utilize the new table-based configuration to align with the Service Operations Workspace Dynamic Overview Pages with the change process of your organization.\n        - [Configure change overview container and cards](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/configure-sow-chg-dynamic-overview-pages.md) -- Utilize the new table-based configuration to align with the Service Operations Workspace Dynamic Overview Pages with the change process of your organization.\n        - [Configure the fields for change overview cards](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/configure-sow-chg-dynamic-overview-pages.md) -- Utilize the new table-based configuration to align with the Service Operations Workspace Dynamic Overview Pages with the change process of your organization.\n        - [Show the activity stream bar](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/configure-sow-chg-dynamic-overview-pages.md) -- Utilize the new table-based configuration to align with the Service Operations Workspace Dynamic Overview Pages with the change process of your organization.\n        - [Configure the order of the cards in Overview section](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/configure-sow-chg-dynamic-overview-pages.md) -- Utilize the new table-based configuration to align with the Service Operations Workspace Dynamic Overview Pages with the change process of your organization.\n        - [Configure the journal field of a change request](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/configure-sow-chg-dynamic-overview-pages.md) -- Utilize the new table-based configuration to align with the Service Operations Workspace Dynamic Overview Pages with the change process of your organization.\n    - [Use agentic AI](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/now-assist-itsm-agentic-ai-in-change.md) -- Use the ITSM change management agentic workflows to manage and complete tasks autonomously.\n    - [Reference](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/reference-change-management.md) -- Reference sections provide additional information about components installed with Change Management.\n      - [Configuring maintenance schedules - Best practices](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/configuring-maintenance-schedules-best-practices.md) -- Maintenance schedules define the periods during which a Configuration Item or change can be implemented.\n      - [Change Management properties](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/r_ChangeManagementProperties.md) -- Administrators can use change properties to configure Change Management behavior.\n      - [Analyze change request risk and impact](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/change-risk-conflict-analysis.md) -- Assess and analyze the risk and impact involved in the change request. You can review any conflicts that are detected by reviewing the change request.\n        - [Risk conditions and calculation](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/change-risk-assess-detect-conflict.md) -- Change Management features provide ways to calculate and assess the risk of change requests, and to identify and resolve conflicts.\n          - [Risk Calculator property](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/r_ChangeRiskCalculator.md) -- The Change Management - Change Risk Calculator plugin enables dynamic calculations of the risk and impact of a change. The administrator specifies how and when risk and impact rules are applied.\n          - [Add or modify risk and impact conditions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/define-risk-and-impact-conditions.md) -- You can define risk calculation rules on which the risk and impact of a change are calculated. Change Management - Change Risk Calculator is activated by default in the base system.\n        - [Risk assessment](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/c_RskAsmtCalc.md) -- There are two methods to calculate the risk of a change. The Change Management- Risk Calculator plugin is activated in the base system by default. Change Management - Risk Assessment is optional.\n          - [Define risk assessments](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/t_DefineARiskAssessment.md) -- Change Management - Risk Assessment provides a flexible way to capture information from the end user to calculate the risk of the associated change request. You can define the risk assessment questions, thresholds, and conditions that calculate risk for any change request.\n          - [Perform risk assessment](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/t_AssessRisk.md) -- You can perform risk assessment of existing change requests after the risk assessment criteria are defined. After assessing the risk, you can view the risk assessment responses in the change request.\n        - [Migrate from legacy change risk assessments](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/legacy-change-risk-assessment-migration.md) -- Users can migrate legacy change risk assessments to versions compatible with the new Change Risk Assessment table schema and logic.\n          - [Migrated risk assessment components](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/migrated-risk-assessment-components.md) -- When you migrate a change risk assessment, the system maps records from legacy risk assessment to the new risk assessment tables.\n      - [Success Probability definitions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/success-probability-definition.md) -- Success Probability definition is a configuration that defines the probability and the matching conditions of a change request.\n      - [Calculated Risk Score](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/risk-lookup.md) -- Risk lookup table is to get the risk value corresponding to the success probability value and impact value.\n      - [Change management integrations](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/change-mgmt-integrations.md) -- You can integrate Change Management with other ServiceNow applications such as Discovery, Software Asset Management, and Hardware Asset Management.\n        - [Change Management integration with ITOM Visibility](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/change-mgmt-integ-wth-Discovery.md) -- If your organization is subscribed to ITOM Discovery or ITOM Visibility, integration with these ITOM products is automatically enabled. With this integration, any configuration item (CI) with an IP address that is part of a change request process can be maintained automatically. Change request fulfillers can also manually request the discovery process for a CI.\n        - [Change Management integration with Software Asset Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/change-mgmt-integ-wth-SAM.md) -- The Change Management integration with Software Asset Management (SAM) displays the projected licensing cost implication of a change.\n        - [Change Management integration with Hardware Asset Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/change_mgmt-integ-with-HWAM.md) -- The Change Management integration with Hardware Asset Management helps in determining the asset action that must be performed on the configuration item (CI) that is associated with a hardware asset. Using this capability, change implementers can quickly update asset records directly from change and the Asset Manager can see current state on all assets that were updated by the change request.\n      - [Domain separation and Change Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/domain-separation-change-mgt.md) -- Domain separation is supported in Change Management. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.\n      - [Tutorial: add a new change management state](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/t_AddNewStateTutorial.md) -- This tutorial provides an example of adding a new state to the existing state model.\n        - [Create a new choice](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/t_CreateNewChoice.md) -- Create a new choice for the change request state.\n        - [Create a custom field](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/t_CreateCustomField.md) -- Create a custom choice field to indicate whether a change request must go through the Review state.\n        - [Add a UI policy](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/t_AddUIPolicy.md) -- Add a UI policy to display the Needs review field for Normal change requests when it reaches the Complete state.\n        - [Create an ACL](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/t_CreateNewACL.md) -- Create an access control rule (ACL) to avoid the Needs review field from being modified after it has been set.\n        - [Update the state handler script include](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/t_UpdateStateHandlerScriptInclude.md) -- Update the ChangeRequestStateHandler script include with the new Complete state.\n        - [Update the state model script include](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/t_UpdateStateModelScriptInclude.md) -- Update the ChangeRequestStateModel_normal script include to add new functions for the Complete state.\n        - [Create a UI action](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/t_CreateNewUIAction.md) -- Create a UI action to display a button on a change request for the Complete state.\n        - [Create a process flow record](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/t_CreateNewProcessFlowRecord.md) -- Create and add a process flow record for the Complete state. The process flow formatter displays at the top of the Change Request form.\n        - [Update the change request workflow](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/t_UpdateWorkflow.md) -- Update the change request workflow to reflect the addition of the Complete state.\n      - [Change flows](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/change-flows.md) -- The Change Management Change flows provide a library of reusable actions and end-to-end implementations of the Change models provided in the base system.\n        - [Change Management Workflow Studio actions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/change-flow-actions.md) -- Use Workflow Studio actions as building blocks to handle the Change models and types. The flow actions are available under the ITSM spoke in Workflow Studio.\n      - [ITSM Enhanced Security Features for Change Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/features-itsm-enhanced-security-change.md) -- Help prevent unauthorized access to change-related tables using deny-unless ACLs. A deny-unless authentication ACL restricts access for a non-authenticated user.\n        - [Activate ITSM Enhanced Security Features for Change Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/activate-itsm-enhanced-security-change.md) -- Prevent unauthorized access to change-related tables using deny-unless ACLs by activating the ITSM Enhanced Security Features (com.snc.itsm.enhanced_security) plugin.\n  - [Coaching](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/coaching/cf-coaching-landing.md) -- Use ServiceNow Coaching to monitor your teams' performance and coach your employees to improve their skill set.\n    - [Explore](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/coaching/cf-exploring-coaching.md) -- Review and assess the quality of your teams' completed interactions and tasks. Based on these assessments, you can assign course items for your teams. When they complete the training, the skills associated with it get added to their skills set.\n      - [About](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/coaching/cf-coaching-overview.md) -- After you enable Coaching, you can set up roles and groups, define coaching opportunities, create training material, and start assessing and coaching employees. The Coach and Trainee dashboards provide useful overviews to manage and measure results.\n    - [Configure](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/coaching/cf-configuring-coaching.md) -- Get the Coaching application, and set up coaching opportunities, surveys, and surveys.\n      - [Request Coaching](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/coaching/cf-request-coaching.md) -- The Coaching (com.sn_coaching) plugin requires a separate subscription and must be activated by ServiceNow personnel.\n      - [Define trigger conditions for a coaching opportunity](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/coaching/cf-create-coaching-opportunity.md) -- Use the Coaching Opportunity form to define a critical moment in a process on which a user can be coached. A coaching opportunity consists of the relationship between a process that can be improved, and coaches and trainees.\n      - [Identify and add course items for a virtual coach](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/coaching/cf-identify-learning-content.md) -- Define filters and add course items for automated virtual coaching. When a coaching assessment is triggered, the course items are automatically attached to the assessment.\n      - [Setting up](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/coaching/cf-setting-up-coaching.md) -- To take full advantage of Coaching, configure the Coaching application and set up surveys.\n        - [Create a survey and associate with a Coaching opportunity](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/coaching/cf-create-survey-coaching-opportunity.md) -- Create a survey for coaches or trainees to assess the training quality. Add a question bank to the survey. Associate the survey with a coaching opportunity to provide feedback when the coach completes the coaching assessment.\n    - [Training agents using Coaching with Learning](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/coaching/cf-train-your-agents.md) -- Use Coaching with Learning to train your agents with internal and external learning content. Organize similar content in learning libraries. Assign learning tasks and track completion.\n      - [Coaching your trainee](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/coaching/cf-coaching-your-trainee.md) -- A manager, or coach, is a subject matter expert of a process and is responsible for providing coaching to an employee, or trainee. Use the Coach Dashboard to manage and measure the effectiveness of your coaching.\n        - [Assess a trainee](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/coaching/cf-assess-trainee.md) -- Use a coaching assessment to review the work of a trainee and to provide training and feedback.\n          - [Assign skills after completing an assessment](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/coaching/cf-assign-skills-assessment.md) -- Automatically assign skills to trainees for specific skill levels based on the course items they have completed. For example, if a trainee completes the course items for learning Japanese at an expert level, then the skill level 'expert' can be assigned to the trainee.\n      - [Managing your coaching assessments](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/coaching/cf-getting-coached.md) -- Employees, or trainees, are assessed on work they have done that has triggered a coaching opportunity. Once assessed, the trainee is assigned training by the coach. Use the Trainee Dashboard to manage your assessments and track results.\n        - [Work with your coach](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/coaching/cf-work-with-your-coach.md) -- Use your assessments to work with your coach, including assigned training and due dates. You can view your assessments and track your results using the Trainee Dashboard.\n    - [Reference](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/coaching/cf-coaching-reference.md) -- Coaching reference content includes business rules and field descriptions.\n      - [Roles](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/coaching/cf-coaching-roles.md) -- Assign Coaching roles to specify what different users can see and do.\n      - [Coaching properties](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/coaching/cf-coaching-properties.md) -- Set the duration to read knowledge articles and whether to exclude weekends for trainees to complete training using Coaching properties.\n      - [Field descriptions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/coaching/cf-coaching-field-descriptions.md) -- Coaching field descriptions also include form related lists and actions.\n      - [Integrating Coaching with other applications](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/coaching/cf-coaching-integration.md) -- Bring in data from other ServiceNow applications to enhance the training of your agents.\n      - [Resolve issues](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/coaching/cf-coaching-troubleshooting.md) -- Resolve common issues when setting up or running Coaching.\n      - [Domain separation](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/coaching/cf-domain-separation-coaching.md) -- Domain separation is supported in Coaching. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.\n      - [Quick start tests](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/coaching/cf-quick-start-tests-coaching.md) -- Validate that Coaching still works after you make any configuration change such as apply an upgrade or develop an application. Copy and customize these quick start tests to pass when using your instance-specific data.\n  - [Collaboration services](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/collaboration-services/collab-services-tcm.md) -- Collaboration services provides a way to communicate and collaborate in real-time. You can directly use a collaboration tool from task records and as a channel within communication plans.\n    - [Install Collaboration services](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/collaboration-services/install-collaboration-services.md) -- You can install the Collaboration services application (sn_tcm_collab_hook) if you have the admin role.\n      - [Components installed with Collaboration services](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/collaboration-services/installed-with-collaboration-services.md) -- Several types of components are installed with activation of the Collaboration services application.\n    - [Setting up Slack for communication](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/collaboration-services/setting-up-slack.md) -- The Slack spoke requires creating a custom app on your Slack account to generate OAuth 2.0 tokens for the Slack spoke.\n    - [Configure Slack as a communication channel for a communication task](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/collaboration-services/configure-slack-for-comm-task.md) -- Configure Slack as a mode of communication for a communication task to send direct message to the users.\n    - [Import messages from an incident](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/collaboration-services/import-messages-from-incident.md) -- You can import messages from a slack channel for an incident and append them in the Comments to store all important messages in the ServiceNow instance.\n    - [Process flow for Slack communication](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/collaboration-services/process-flow-slack.md) -- Collaborate with the stakeholders from major incident management workbench using slack for an open and transparent communication.\n      - [Add a collaborative communication task](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/collaboration-services/add-collaborate-task.md) -- In major incident workbench, you can add a collaborative communication task to collaborate and understand the progress of communication plan and its related tasks.\n        - [Create a Slack channel for a collaborative communication task](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/collaboration-services/create-slack-for-collab-comm-task.md) -- Create a Slack channel for a collaborative communication task to collaborate and discuss the communication task details.\n    - [Slack integration - Incident Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/collaboration-services/im-slack-collaboration.md) -- With Slack integration, you can create a dedicated channel for incident responders to collaborate during an incident​ enabling bidirectional integration with slack. You can create and update an incident, view information such as who is on-call for a group or view the list of incidents assigned to you.\n      - [Create slack channel for an incident](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/collaboration-services/create-slack-inci.md) -- Create a private or a public slack channel to collaborate with support teams or send a communication to keep stakeholders informed.\n      - [View or join slack channel from an incident](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/collaboration-services/view-slack-channel.md) -- View all slack channels associated with an incident to know if a required slack channel already exists before you create a new one. You can also import messages from a slack channel.\n        - [Add form section to view slack channels](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/collaboration-services/add-slack-channels-section.md) -- View unarchived slack channels associated with an incident in the form section. The form section saves you the effort of opening the available channel list manually from the related list.\n      - [Set up slack for a user or group](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/collaboration-services/add-field-slack-icon.md) -- Set up slack from an incident to communicate and work together in channels with a user or a group.\n        - [Associate existing slack channel with a group](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/collaboration-services/setup-slack-assign-grp.md) -- Associate an existing slack channel to reach out to an assignment group from an incident. Assignment groups are a great way to contact all your stakeholders at once.\n      - [Open slack from an incident](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/collaboration-services/open-slack-from-inci.md) -- Open slack from an incident and send message to a user or an assignment group to exchange incident information. You do not need to manually search for a user in slack to send a message.\n      - [Slack slash commands](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/collaboration-services/slack-commands.md) -- Slash commands provides a quick way to invoke your app to perform specific actions from Slack.\n  - [Continual Improvement Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/continual-improvement-management/cim-landing-page.md) -- The ServiceNow Continual Improvement Management (CIM) application enables you to request improvement opportunities, and implement phases and tasks to meet performance goals, track progress, and measure success.\n    - [Overview](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/continual-improvement-management/get-started-cim.md) -- Continual Improvement Management (CIM) enables you to initiate improvement opportunities within your organization by providing a centralized framework for planning, implementing, and monitoring improvement initiatives.\n      - [Domain separation in CIM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/continual-improvement-management/cim-domain-separation.md) -- Domain separation in Continual Improvement Management is configured to apply to all features of the application. Separation of data is configured along with separation of logic and process. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.\n      - [Integrated applications](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/continual-improvement-management/cim-integration.md) -- CIM provides integrations with other ServiceNow applications to enable you to create improvement initiatives from these applications. You can also create records for integrated applications from improvement initiatives.\n        - [Integrate CIM using API](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/continual-improvement-management/integrate-extension-api.md) -- Integrate CIM with other applications by using the CIMIntegrationAPI extension point. It defines the inbound and outbound extension points for integrating CIM with other applications.\n      - [Continual Improvement Workbench](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/continual-improvement-management/continual-improvement-workbench.md) -- The Continual Improvement Workbench provides a consolidated view to plan, approve, monitor, and review improvements using a flexible user interface.\n    - [Install](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/continual-improvement-management/request-cim.md) -- Install the Continual Improvement Management plugin from ServiceNow Application Manager after purchasing a subscription.\n    - [Identifying improvement opportunities](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/continual-improvement-management/cim-improvement-request.md) -- Identify improvement opportunities in your organization and determine your improvement goal.\n    - [Create an improvement request](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/continual-improvement-management/create-cim-request.md) -- Create an improvement request for improvement opportunities you identify in your environment. Once submitted, the improvement request is analyzed and implemented by the Improvement Manager and Improvement Coordinator.\n      - [Create improvement initiatives from integrated applications](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/continual-improvement-management/create-improvmt-from-apps.md) -- Create improvement initiatives from applications integrated with Continual Improvement Management to enable planning, implementation, monitoring, and impact assessment of improvements in a centralized framework.\n      - [Create application records from improvement initiatives](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/continual-improvement-management/create-app-records.md) -- Create records for integrated applications from improvement initiatives or CIM tasks to transform improvement initiatives into broader, actionable efforts to enable improvements across teams and processes.\n      - [Configure CIM integration property](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/continual-improvement-management/configure-cim-int-property.md) -- Configure the CIM sn_cim.initiative_copy_attributes integration property to define field values to be copied from an improvement initiative to application records that you create from the initiative.\n    - [Monitor and plan improvements](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/continual-improvement-management/plan-cim-initiatives.md) -- Monitor and plan improvements using the Continual Improvement Workbench that displays improvements in progress, under review, and in the backlog to help you plan your sprint.\n    - [Managing improvements](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/continual-improvement-management/cim-improvement-initiative-mgmt.md) -- Continual Improvement Management (CIM) provides a structured process for requesting, approving, implementing, and tracking improvements aligned with company strategic objectives.\n      - [Accept an improvement](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/continual-improvement-management/accept-assign-cim-request.md) -- Accept and assign a new improvement request so it can be assessed for approval. You can reject the improvement request if it does not align with company strategic objectives.\n      - [Prepare an improvement](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/continual-improvement-management/implement-cim-initiative.md) -- Create CIM phases and tasks to implement an approved improvement. The Improvement Coordinator works with the Improvement Manager to plan implementation and track progress.\n      - [Assess an improvement for approval](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/continual-improvement-management/assess-cim-initiative.md) -- Once accepted and set to assess, Approver group members evaluate the improvement for approval before implementation can begin.\n      - [Review and close an improvement](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/continual-improvement-management/review-close-cim-initiative.md) -- Once all tasks in each phase of the improvement have been completed, the Improvement Coordinator sets the improvement to review for the Improvement Manager to close.\n    - [Reference](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/continual-improvement-management/cim-reference.md) -- Descriptions of CIM improvement, task, and approver states and process workflow.\n      - [CIM roles](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/continual-improvement-management/cim-roles.md) -- Roles are added with installation of Continual Improvement Management.\n      - [Improvement field descriptions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/continual-improvement-management/cim-field-descriptions.md) -- Improvement Initiative form and related field descriptions.\n      - [Components installed with CIM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/continual-improvement-management/cim-components.md) -- Several types of components are installed with the CIM plugin, including tables, user roles, and scheduled jobs.\n      - [Quick tests for CIM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/continual-improvement-management/quick-tests-cim.md) -- Validate the continued functionality of Continual Improvement Management during application development and after upgrades. Copy and configure these automated tests to identify customizations needing review. All test suites and tests should pass.\n      - [Updates after improvement initiative creation from integrated applications](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/continual-improvement-management/ui-updates-initiative-from-app.md) -- UI changes display on the source application record and on the initiative record when you create an improvement initiative from an integrated application.\n      - [Updates after application record creation from improvement initiatives](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/continual-improvement-management/updates-app-record-from-initiative.md) -- UI changes display on the source improvement initiative or CIM task record and on the corresponding application records of some applications when you create application records from improvement initiatives or CIM tasks.\n  - [DevOps Change Velocity](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/devops-landing-page-new.md) -- With ServiceNow DevOps Change Velocity, you can import data from your DevOps tool chain to the ServiceNow platform and deliver changes faster without sacrificing compliance.\n    - [Explore](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/dev-ops-landing-page.md) -- Learn how ServiceNow DevOps Change Velocity helps your Development and Change Management teams accelerate change and connect their DevOps tool chain with ServiceNow to automate change processes.\n      - [User journey](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/user-journey-in-devops-change-velocity.md) -- Review the adoption journey of the DevOps Change Velocity application to enable a phased (crawl, walk, run, fly) approach toward complete automation of change approvals.\n      - [Integrations](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/dev-ops-overview.md) -- Get an overview of how DevOps Change Velocity integrates with your external DevOps toolchain and the tools supported for this integration.\n      - [Dashboards](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/insights-dashboard-dev-ops.md) -- Use the DevOps Insights dashboard to evaluate the results of your overall DevOps process. Use the DevOps Pipeline UI view to visually analyze your pipeline executions.\n    - [Configure](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/setting-up-devops-change-velocity.md) -- Learn about the setup process for DevOps Change Velocity that is required before configuring integrations with your toolchain.\n      - [Install](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/activate-dev-ops.md) -- Install the DevOps Change Velocity application from the ServiceNow Store.\n      - [Assign roles and tasks using workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/assign-roles-tasks-workspace.md) -- Assign roles and tasks to users and groups so that they can perform the required DevOps tasks.\n      - [Set up integration user account](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/devops-plybk-set-up-system-accts.md) -- Set up the integration user account to enable integrating with your third-party tools.\n      - [Onboard using workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/onboarding-using-devops-change-workspace.md) -- After installing DevOps Change Velocity, you can integrate with your DevOps toolchain and automate change requests directly from the DevOps Change Workspace.\n    - [Integrate](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/integrating-devops-change-with-third-party-tools.md) -- Integrate your orchestration, planning, coding, artifact, software quality, and security tools with DevOps Change Velocity for end to end change traceability and automation.\n      - [Azure DevOps](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/azure-devops-integration-dev-ops.md) -- Connect to your Azure DevOps instance to discover boards, repositories, and pipelines to enable change automation and traceability.\n        - [Onboard Azure DevOps using Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/devops-wkspc-azuredevops-tool-conn.md) -- Connect to your Azure DevOps instance using the DevOps Change Workspace playbook to collect data for planning, coding, orchestration, artifact, and software quality functions.\n          - [Connect an organization](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/devops-wkspc-azuredevops-tool-conn.md) -- Connect to your Azure DevOps instance using the DevOps Change Workspace playbook to collect data for planning, coding, orchestration, artifact, and software quality functions.\n          - [Connect a project](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/devops-wkspc-azuredevops-tool-conn.md) -- Connect to your Azure DevOps instance using the DevOps Change Workspace playbook to collect data for planning, coding, orchestration, artifact, and software quality functions.\n        - [Onboard Azure DevOps using Service Catalog](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/onboard-azure-devops-service-catalog.md) -- Create, connect, discover, and configure your Azure DevOps instance using the ServiceNow Service Catalog.\n        - [Onboard Azure DevOps using Classic](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/create-azure-tool-dev-ops.md) -- Create an Azure DevOps tool record in DevOps Change Velocity to connect, discover, and import Azure DevOps tool data.\n        - [Setting up Azure DevOps OAuth 2.0 credential](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/set-up-azure-devops-oauth-2-0-credential.md) -- Create Azure DevOps OAuth 2.0 credential and use them to connect your Azure DevOps instance.\n          - [Create a tenant in Microsoft Entra](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/set-up-azure-devops-oauth-2-0-credential.md) -- Create Azure DevOps OAuth 2.0 credential and use them to connect your Azure DevOps instance.\n          - [Add a user to tenant in Microsoft Entra](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/set-up-azure-devops-oauth-2-0-credential.md) -- Create Azure DevOps OAuth 2.0 credential and use them to connect your Azure DevOps instance.\n          - [Create an organization in Azure portal](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/set-up-azure-devops-oauth-2-0-credential.md) -- Create Azure DevOps OAuth 2.0 credential and use them to connect your Azure DevOps instance.\n          - [Create an Azure DevOps app](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/set-up-azure-devops-oauth-2-0-credential.md) -- Create Azure DevOps OAuth 2.0 credential and use them to connect your Azure DevOps instance.\n          - [Register Azure DevOps as an OAuth provider](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/set-up-azure-devops-oauth-2-0-credential.md) -- Create Azure DevOps OAuth 2.0 credential and use them to connect your Azure DevOps instance.\n          - [Configure organization and project level settings](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/set-up-azure-devops-oauth-2-0-credential.md) -- Create Azure DevOps OAuth 2.0 credential and use them to connect your Azure DevOps instance.\n          - [Create credential record and get OAuth token](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/set-up-azure-devops-oauth-2-0-credential.md) -- Create Azure DevOps OAuth 2.0 credential and use them to connect your Azure DevOps instance.\n        - [Model an Azure pipeline in DevOps](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/model-azure-pipeline-dev-ops.md) -- Model an Azure pipeline by mapping the pipeline to an app, and mapping DevOps Change Velocity pipeline steps to Azure pipeline jobs.\n        - [Associate Azure pipeline steps in DevOps](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/associate-pipeline-steps-dev-ops.md) -- For manually created DevOps steps, associate each orchestration task in the Orchestration Tasks related list with a DevOps pipeline step to track the activity of each stage in your Azure pipeline.\n        - [Configuring the Azure pipeline for DevOps](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/config-azure-pipeline-dev-ops.md) -- Change control, artifacts, and packages can be configured in the Azure pipeline for integration with DevOps.\n          - [Configuring change control using the Azure Invoke REST API](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/dev-ops-azure-change-control-api.md) -- You can use the Azure Invoke REST API in your YAML or Classic Azure pipeline to configure change control for DevOps.\n          - [Use the ServiceNow DevOps extension for Azure DevOps and Azure DevOps custom actions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/config-dev-ops-extensions-azure.md) -- Install and configure DevOps extension for Azure DevOps to send build and release notifications from your Azure pipeline to DevOps Change Velocity.\n            - [Set up an Azure build (CI) pipeline in DevOps](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/config-dev-ops-extensions-azure.md) -- Install and configure DevOps extension for Azure DevOps to send build and release notifications from your Azure pipeline to DevOps Change Velocity.\n            - [Set up an Azure release (CD) pipeline in DevOps](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/config-dev-ops-extensions-azure.md) -- Install and configure DevOps extension for Azure DevOps to send build and release notifications from your Azure pipeline to DevOps Change Velocity.\n        - [Azure DevOps PAT scopes for DevOps](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/dev-ops-pat-scopes-azure.md) -- Scope access levels are required when using a personal access token (PAT) to access Azure DevOps during setup.\n        - [Configure SonarQube scans on Azure DevOps pipelines](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/config-sonarqube-azure-devops.md) -- Configure SonarQube or SonarCloud scans on MS Azure DevOps pipelines. Check Azure DevOps pipeline executions for SonarQube scans on every stage of the pipeline's execution and fetch lists and details of scans from any stage to DevOps Change Velocity. Drill down on the Scan Details based on categories.\n        - [Restarting failed build or release pipeline jobs and stages](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/restart-pipeline-stage-devops-ado.md) -- Rerun or redeploy Azure DevOps build, release changes, or pipelines that are failed or canceled in that stage or pipeline. The reattempts display on the DevOps pipeline UI as continuous runs instead of creating new executions.\n          - [Execution sequence and waiting logic for rerun jobs](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/devops-rerun-waiting-logic.md) -- Processing sequence and waiting logic for rerun jobs are different when you reuse or create a change request as part of a rerun job.\n        - [Parallel stages in Azure DevOps release pipelines](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/parallel-stages-ado-release-pipelines.md) -- Parallel stages in a release pipeline are now processed concurrently and displayed in the DevOps pipeline UI in real time. Base system pre-deployment conditions and release gates enable you to create change requests that include details from parallel stages.\n        - [DevOps work item import for Azure Boards](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/dev-ops-azure-work-item-import.md) -- Azure Boards work items are mapped to default ServiceNow DevOps states and types during import. You can use the DevOpsAzureDevOpsWorkItemHelper script include to customize the mappings.\n        - [Track specific pipelines in Azure DevOps](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/track-specific-pipeline-azure-devops.md) -- Enable and configure specific pipelines in Azure DevOps that you want to track. Select the pipelines you want to monitor and receive job notifications from Azure DevOps.\n        - [Managing Azure DevOps artifacts](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/importing-azure-artifacts.md) -- DevOps Change Velocity makes it easy to manage artifacts published through Azure DevOps build pipelines. You can import and track these artifacts and manage the packages in DevOps Change Velocity.\n        - [Get and update change request details in Azure DevOps pipeline](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/update-change-request-details-in-an-azure-devops-pipeline.md) -- Get and update the change request details associated with an Azure DevOps pipeline.\n        - [ServiceNow DevOps change request state in Azure DevOps pipeline logs](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/servicenow-devops-change-request-state-in-azure-devops-pipeline-logs.md) -- View the change request state and the corresponding policy conditions in the Azure DevOps pipeline console logs whenever the state of a change request is updated.\n        - [Configure and test webhooks](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/configure-test-webhooks.md) -- Manually configure webhooks in Azure DevOps and test them.\n          - [Configure webhooks in Azure DevOps manually](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/configure-test-webhooks.md) -- Manually configure webhooks in Azure DevOps and test them.\n          - [Test webhooks in Azure DevOps](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/configure-test-webhooks.md) -- Manually configure webhooks in Azure DevOps and test them.\n      - [GitHub](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/github-integration-dev-ops.md) -- Connect to your GitHub instance to discover repositories, plans, pipeline definitions and configure real-time notifications or polling to enable change traceability and automation.\n        - [Onboard GitHub using Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/playbook-enter-github-instance-details.md) -- Connect to your GitHub instance using the DevOps Change Workspace playbook to discover, configure, and import repositories, plans, and pipelines.\n        - [Onboard GitHub using Service Catalog](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/sc-github.md) -- Create, connect, discover, and configure your GitHub instance using the ServiceNow Service Catalog.\n        - [Onboard GitHub using Classic](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/create-github-tool-dev-ops.md) -- Connect your GitHub instance to discover, configure, and import repositories, plans, and pipelines.\n        - [Setting up GitHub OAuth 2.0 credentials for DevOps Change Velocity](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/setting-up-github-oauth-dev-ops.md) -- Create OAuth 2.0 credentials for GitHub Apps or OAuth apps and use them to connect your GitHub instance.\n          - [OAuth 2.0 credentials for GitHub Apps - JWT](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/dev-ops-github-apps-oath-jwt.md) -- Perform the following steps to integrate your GitHub Apps using the JWT bearer token.\n            - [Configure the GitHub App in your GitHub account (JWT)](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/dev-ops-github-apps-oath-jwt.md) -- Perform the following steps to integrate your GitHub Apps using the JWT bearer token.\n            - [Generate the Java KeyStore certificate for GitHub](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/dev-ops-github-apps-oath-jwt.md) -- Perform the following steps to integrate your GitHub Apps using the JWT bearer token.\n            - [Attach the GitHub Java KeyStore certificate to your instance](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/dev-ops-github-apps-oath-jwt.md) -- Perform the following steps to integrate your GitHub Apps using the JWT bearer token.\n            - [Create a JWT signing key for the GitHub JKS certificate](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/dev-ops-github-apps-oath-jwt.md) -- Perform the following steps to integrate your GitHub Apps using the JWT bearer token.\n            - [Create a JWT provider for your GitHub signing key](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/dev-ops-github-apps-oath-jwt.md) -- Perform the following steps to integrate your GitHub Apps using the JWT bearer token.\n            - [Register GitHub as an OAuth Provider (JWT)](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/dev-ops-github-apps-oath-jwt.md) -- Perform the following steps to integrate your GitHub Apps using the JWT bearer token.\n            - [Create a credential record for GitHub App provider (JWT)](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/dev-ops-github-apps-oath-jwt.md) -- Perform the following steps to integrate your GitHub Apps using the JWT bearer token.\n          - [OAuth 2.0 credentials for GitHub Apps - Authorization Code](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/dev-ops-github-apps-oauth-auth.md) -- Perform the following steps to integrate your GitHub Apps using Authorization code.\n            - [Configure the GitHub App in your GitHub account (Authorization Code)](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/dev-ops-github-apps-oauth-auth.md) -- Perform the following steps to integrate your GitHub Apps using Authorization code.\n            - [Register GitHub as an OAuth Provider (Authorization Code)](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/dev-ops-github-apps-oauth-auth.md) -- Perform the following steps to integrate your GitHub Apps using Authorization code.\n            - [Credential record for GitHub App](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/dev-ops-github-apps-oauth-auth.md) -- Perform the following steps to integrate your GitHub Apps using Authorization code.\n        - [GitHub Actions configurations](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/github-actions-integration-with-devops.md) -- Configuration information on GitHub Actions, such as, secrets, workflows, and limitations.\n        - [ServiceNow DevOps custom actions from GitHub marketplace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/servicenow-devops-custom-actions-from-github-marketplace.md) -- Use the custom actions from the GitHub marketplace to collect scan data, manage workflows, and update change request details.\n          - [ServiceNow DevOps SonarQube custom action](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/servicenow-devops-custom-actions-from-github-marketplace.md) -- Use the custom actions from the GitHub marketplace to collect scan data, manage workflows, and update change request details.\n          - [ServiceNow DevOps Test Report custom action](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/servicenow-devops-custom-actions-from-github-marketplace.md) -- Use the custom actions from the GitHub marketplace to collect scan data, manage workflows, and update change request details.\n          - [ServiceNow DevOps Register Artifact custom action](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/servicenow-devops-custom-actions-from-github-marketplace.md) -- Use the custom actions from the GitHub marketplace to collect scan data, manage workflows, and update change request details.\n          - [ServiceNow DevOps Register Package custom action](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/servicenow-devops-custom-actions-from-github-marketplace.md) -- Use the custom actions from the GitHub marketplace to collect scan data, manage workflows, and update change request details.\n          - [ServiceNow DevOps Change Automation custom action](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/servicenow-devops-custom-actions-from-github-marketplace.md) -- Use the custom actions from the GitHub marketplace to collect scan data, manage workflows, and update change request details.\n          - [ServiceNow DevOps Get Change Github Action](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/servicenow-devops-custom-actions-from-github-marketplace.md) -- Use the custom actions from the GitHub marketplace to collect scan data, manage workflows, and update change request details.\n          - [ServiceNow DevOps Update Change Github Action](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/servicenow-devops-custom-actions-from-github-marketplace.md) -- Use the custom actions from the GitHub marketplace to collect scan data, manage workflows, and update change request details.\n          - [ServiceNow DevOps Security Results Action](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/servicenow-devops-custom-actions-from-github-marketplace.md) -- Use the custom actions from the GitHub marketplace to collect scan data, manage workflows, and update change request details.\n        - [GitHub Deployment Gates for ServiceNow DevOps Change](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/github-deployment-gate-for-servicenow-devops-change.md) -- Use the GitHub Deployment Gate capability to decide on whether a new deployment should proceed or halt.\n        - [Configure webhooks in GitHub manually](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/config-webhooks-github-manually.md) -- Configure webhooks in GitHub to send sync notifications to the DevOps Change Velocity application.\n      - [GitLab](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/gitlab-integration-dev-ops.md) -- Connect to your GitLab instance to discover plans, repositories, and pipeline definitions and configure real-time notifications or polling to enable change traceability and automation.\n        - [Onboard GitLab using Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/onboard-gitlab-to-devops-change-velocity-workspace.md) -- Connect to your GitLab instance using the DevOps Change Workspace playbook to discover plans, repositories, and pipelines.\n        - [Onboard GitLab using Service Catalog](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/sc-gitlab.md) -- Create, connect, discover, and configure your GitLab instance using the ServiceNow Service Catalog.\n        - [Onboard GitLab using Classic](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/create-gitlab-tool-dev-ops.md) -- Create an GitLab tool record in DevOps Change Velocity to connect, discover, and import GitLab tool data.\n        - [Setting up GitLab OAuth 2.0 credentials for DevOps](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/setting-up-gitlab-oauth.md) -- Integrate your GitLab account with your ServiceNow instance by creating a custom OAuth application in GitLab and authenticating requests from ServiceNow DevOps.\n          - [Configure the GitLab App in your GitLab account (Authorization Code)](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/setting-up-gitlab-oauth.md) -- Integrate your GitLab account with your ServiceNow instance by creating a custom OAuth application in GitLab and authenticating requests from ServiceNow DevOps.\n          - [Register GitLab as an OAuth Provider (Authorization Code)](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/setting-up-gitlab-oauth.md) -- Integrate your GitLab account with your ServiceNow instance by creating a custom OAuth application in GitLab and authenticating requests from ServiceNow DevOps.\n          - [Credential record for GitLab App](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/setting-up-gitlab-oauth.md) -- Integrate your GitLab account with your ServiceNow instance by creating a custom OAuth application in GitLab and authenticating requests from ServiceNow DevOps.\n        - [GitLab pull request configurations](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/gitlab-pull-request-config.md) -- GitLab pull (merge) request pipeline executions, which goes through change acceleration before moving to production, can be tracked in DevOps Change Velocity. This integration also collects GitLab merge requests meta data to persist in DevOps Change Velocity. The data is linked with the change created in the merge request pipeline execution and can be used for applying change policies, review, and approval.\n        - [Model a GitLab basic CI pipeline in DevOps](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/model-gitlab-pipeline-dev-ops.md) -- Model a GitLab basic CI pipeline by mapping the pipeline to an app, and mapping DevOps pipeline steps to GitLab pipeline jobs.\n        - [Bulk commits in GitLab](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/bulk-commits-in-gitlab.md) -- Bulk commits are supported with GitLab.\n        - [Configure webhooks in GitLab manually](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/configure-webhooks-in-gitlab.md) -- Configure webhooks in GitLab manually to send job, push, and issues notifications to the DevOps application.\n        - [Change acceleration in GitLab](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/dev-ops-change-gitlab.md) -- Change acceleration is supported in DevOps Change Velocity for GitLab jobs.\n          - [GitLab pipelines with parallel jobs](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/gitlab-parallel-stages.md) -- GitLab Docker Image supports change creation in GitLab pipelines containing parallel jobs.\n          - [Change acceleration for manual jobs](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/gitlab-change-manual.md) -- Enable change tracking for the pipeline in the tool record page in DevOps Change Velocity.\n      - [Jenkins](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/jenkins-integration-dev-ops.md) -- Connect to your Jenkins instance to discover pipeline definitions and configure real-time notifications or polling to enable change traceability and automation.\n        - [Onboard Jenkins using Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/onboard-jenkins-to-devops-change-velocity-workspace.md) -- Connect to your Jenkins instance using the DevOps Change Workspace playbook to discover pipelines.\n        - [Onboard Jenkins using Service Catalog](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/sc-jenkins.md) -- Connect your Jenkins instance using the ServiceNow Service Catalog to retrieve data like artifacts, test results, scan results, and so on.\n        - [Onboard Jenkins using Classic](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/create-jenkins-tool-dev-ops.md) -- Connect your Jenkins instance to discover and track your pipelines, and import your orchestration tasks for end to end traceability and change automation.\n        - [Model a Jenkins pipeline in DevOps](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/model-jenkins-pipeline-dev-ops.md) -- Model a Jenkins pipeline by mapping the pipeline to an app, and mapping DevOps pipeline steps to Jenkins stages.\n        - [Additional information - Jenkins](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/additional-information-jenkins.md) -- Additional information on Jenkins.\n          - [Configure Jenkins plugin](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/configure-jenkins-plugin.md) -- Configure Jenkins to send real time notifications for your pipeline executions to DevOps Change Velocity.\n            - [Configure webhooks manually for Jenkins](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/configure-jenkins-plugin.md) -- Configure Jenkins to send real time notifications for your pipeline executions to DevOps Change Velocity.\n          - [Connect to Jenkins using API token authentication](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/authenticate-jenkins-using-api-token.md) -- Connect to Jenkins using API token authentication instead of user name and password.\n          - [Reduce calls from Jenkins to ServiceNow DevOps to fetch pipeline information](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/reduce-pipeline-info-calls-jenkins.md) -- Enable the Force Tracking Check field in the Jenkins configuration form to create a pipeline tracking file in Jenkins. ServiceNow DevOps makes a REST call to Jenkins to update the tracking file when the Track field in a pipeline is modified.\n          - [Using a declarative or scripted pipeline in DevOps](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/dev-ops-scripted-pipeline.md) -- When you use a Jenkinsfile, steps are created, mapped, and associated to orchestration tasks automatically instead of manually.\n          - [Configure SonarQube scans on Jenkins pipelines](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/config-sonarqube-jenkins-devops.md) -- Configure SonarQube scans on Jenkins pipelines.\n          - [Configure JFrog in Jenkins](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/jenkins-jfrog-config.md) -- Configure JFrog plugin for Jenkins to publish, deploy, or download artifacts.\n          - [Log change request rejections in pipeline.](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/update-jenkins-change-reject-reason.md) -- Send change request rejection or cancellation reason along with approver name and the change request number to Jenkins pipeline logs.\n          - [Notify ServiceNow DevOps change request number to Jenkins pipelines](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/devops-change-number-notify-jenkins.md) -- Send change request numbers to the Jenkins pipeline steps or logs when a change request is created in ServiceNow DevOps.\n          - [Get change request number in Jenkins pipeline](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/get-change-request-number-in-jenkins-pipeline.md) -- Retrieve the change request number in a Jenkins pipeline based on specific change details by running the snDevOpsGetChangeNumber script.\n          - [Update change request details in Jenkins pipeline](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/update-change-request-details-in-jenkins-pipeline.md) -- Update the change request details associated with a Jenkins pipeline by running the snDevOpsUpdateChangeInfo script in the pipeline.\n          - [Log change request state](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/change-request-state-in-jenkins-pipeline-logs.md) -- You can use the Jenkins Snippet Generator utility to configure how and when the change state and the corresponding policy conditions must be displayed in the Jenkins pipeline job logs. This enables developers to view the status of the change in the console logs of the pipeline itself.\n          - [Nested and parallel stages in Jenkins pipelines](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/nested-parallel-stage-support-jenkins.md) -- Use nested and parallel stages in scripted Jenkins pipelines to speed up your pipeline execution. Change requests are created for nested and parallel stages and not just for the parent stage.\n          - [Jenkins log levels and Log Recorders](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/devops-jenkins-log-recorders.md) -- Set log levels in the Jenkins plugin for ServiceNow DevOps based on the extent of log detail you need for debugging.\n      - [Argo CD](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/argo-cd-integration-with-devops-change-velocity.md) -- Connect to your Argo CD instance to automate the deployment of applications from GitHub repositories.\n        - [Onboard Argo CD using Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/onboard-argo-cd-to-devops-change-velocity-workspace.md) -- Connect to your Argo CD instance using the DevOps Change Workspace playbook to automate the deployment of applications from GitHub repositories.\n        - [Onboard Argo CD using Service Catalog](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/sc-argo-cd.md) -- Connect your Sonar instance using the ServiceNow Service Catalog.\n        - [Onboard Argo CD using Classic](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/onboard-argo-cd-to-devops-change-velocity-classic.md) -- Connect your Argo CD instance using the Classic UI in DevOps Change Velocity.\n        - [Configure webhooks in Argo CD manually](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/configure-webhooks-in-argo-cd-manually.md) -- Configure webhooks in Argo CD to send sync notifications to the DevOps Change Velocity application.\n      - [Jira](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/jira-integration-dev-ops.md) -- Connect to your Jira server or cloud instance to discover plans and enable real-time notifications for projects, issues, and releases.\n        - [Onboard Jira using Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/create-jira-tool-dev-ops.md) -- Connect to your Jira Server or Jira Cloud instance from the DevOps Change Workspace to discover available plans and register webhooks to track projects, stories, features, and epics.\n          - [Connect a Jira tool using OAuth 2.0 with 3LO](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/connect-a-jira-tool-using-oauth-2-0-with-3lo.md) -- Authenticate a Jira tool connection using OAuth 2.0 with three-legged OAuth (3LO) to enable secure, delegated access to your Jira account.\n        - [Onboard Jira using Service Catalog](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/sc-jira.md) -- Create, connect, discover, and configure your Jira Server or Jira Cloud instance using the ServiceNow Service Catalog.\n        - [Onboard Jira using Classic](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/onboard-jira-to-devops-change-velocity-classic.md) -- Connect your Jira Server or Jira Cloud instance to discover, configure, and import projects and work items such as stories, epics, and features.\n        - [Configure webhooks in Jira manually](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/config-webhooks-jira-manually.md) -- Configure webhooks in your Jira Server or Jira Cloud instance to send sync notifications to the DevOps Change Velocity application.\n      - [Rally](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/rally-devops-integration.md) -- Connect to your Broadcom Rally instance to discover plans and configure real-time notifications to enable change traceability and automation.\n        - [Onboard Rally using Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/rally-connect-workspace.md) -- Connect to your Rally instance using the DevOps Change Workspace playbook to configure webhooks and discover plans.\n        - [Onboard Rally using Service Catalog](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/sc-rally.md) -- Create, connect, discover, and configure your Rally instance using the ServiceNow Service Catalog.\n        - [Onboard Rally using Classic](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/rally-create-tool.md) -- With this integration, you can configure and expose data like projects, user stories, and defects from the Rally. You can then associate these planning objects to application for end-to-end traceability.\n        - [Setting up Rally OAuth 2.0 credentials for DevOps](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/setting-up-rally-oauth-2-0-credentials-for-devops.md) -- Authenticate a Rally tool connection using OAuth 2.0 credentials.\n          - [Register a Rally OAuth application for DevOps](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/setting-up-rally-oauth-2-0-credentials-for-devops.md) -- Authenticate a Rally tool connection using OAuth 2.0 credentials.\n          - [Register Rally as an OAuth Provider (Authorization Code)](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/setting-up-rally-oauth-2-0-credentials-for-devops.md) -- Authenticate a Rally tool connection using OAuth 2.0 credentials.\n          - [Create a credential record for Rally](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/setting-up-rally-oauth-2-0-credentials-for-devops.md) -- Authenticate a Rally tool connection using OAuth 2.0 credentials.\n        - [Configure webhooks for Rally manually](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/configure-webhooks-for-rally-manually.md) -- Configure webhooks for Rally to send sync notifications to the DevOps Change Velocity application.\n      - [Agile Development 2.0](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/agile-integration-dev-ops.md) -- Connect to your ServiceNow Agile Development 2.0 instance to track your products and the stories, epics, and release versions associated with it.\n        - [Onboard Agile Development 2.0 using Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/onboard-agile-devops-change-vel-wkspc.md) -- Connect to your Agile Development 2.0 instance using the DevOps Change Workspace playbook to enable tracking of stories and epics.\n        - [Onboard Agile Development 2.0 using Service Catalog](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/sc-agile.md) -- Create, connect, discover, and configure your Agile Development 2.0 instance using the ServiceNow Service Catalog.\n        - [Onboard Agile Development 2.0 using Classic](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/create-agile-tool-dev-ops.md) -- Connect to Agile Development 2.0 and discover plans from it.\n      - [Bitbucket](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/bitbucket-integration-dev-ops.md) -- Connect to your Bitbucket instance to track Bitbucket repositories, commits, branches, and pull requests.\n        - [Onboard Bitbucket using Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/devops-wkspc-bitbucket-tool-conn.md) -- Create, connect, discover, and configure your Bitbucket instance using the DevOps Change Velocity workspace.\n        - [Onboard Bitbucket using Service Catalog](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/sc-bitbucket.md) -- Create, connect, discover, and configure your Bitbucket instance using the ServiceNow Service Catalog.\n        - [Onboard Bitbucket using Classic](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/onboard-bitbucket-to-devops-change-velocity-classic.md) -- Create, connect, discover, and configure your Bitbucket instance using the Classic UI.\n        - [Set up OAuth 2.0 Authorization Code for Bitbucket Cloud](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/set-up-oauth-2-0-authorization-code.md) -- Set up OAuth 2.0 Authorization Code credentials for Bitbucket in DevOps Change Velocity to use a more secure authentication method.\n        - [Configure webhooks in Bitbucket manually](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/config-webhooks-bitbucket-manually.md) -- Configure webhooks in Bitbucket to send sync notifications to the DevOps Change Velocity application.\n      - [JFrog](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/devops-jfrog-integration.md) -- Connect to your JFrog instance to track artifacts published to JFrog from pipeline executions in Jenkins, GitHub Actions, Azure DevOps, and GitLab.\n        - [Onboard JFrog using Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/devops-jfrog-connect-workspace.md) -- Connect to your JFrog instance using the DevOps Change Workspace playbook to track artifact repositories published to JFrog.\n        - [Onboard JFrog using Service Catalog](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/sc-jfrog.md) -- Connect your JFrog instance using the ServiceNow Service Catalog.\n        - [Onboard JFrog using Classic](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/devops-jfrog-create-tool.md) -- Connect to an instance of the JFrog artifact tool to enable you to track artifacts published to JFrog.\n        - [Associate steps from GitHub, GitLab, and Azure DevOps with JFrog](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/associate-artifacts-jfrog.md) -- JFrog Artifactory support for GitHub Actions, Azure DevOps, and GitLab in DevOps Change Velocity enables you to import the artifact data published to JFrog Artifactory for the corresponding pipeline executions. This can then be linked with all the DevOps data collected in DevOps Change Velocity, like Work Items, Commits, Quality Summary, Test Runs, and so on, which helps to trace and identify the root causes.\n        - [Configure Azure DevOps for JFrog](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/jfrog-configure-azure.md) -- Configure your Azure DevOps instance to enable upload and download of JFrog artifacts.\n        - [Sample pipeline to upload and download artifacts for GitHub](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/jfrog-sample-github.md) -- Pipeline samples for GitHub containing steps to upload and download artifacts for GitHub.\n        - [Sample pipeline to upload and download artifacts for GitLab](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/jfrog-sample-gitlab.md) -- Pipeline samples for GitLab containing steps to upload and download artifacts for GitHub.\n        - [Integration with JFrog AppTrust application](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/integration-with-jfrog-apptrust-application.md) -- Integrate DevOps Change Velocity with JFrog AppTrust applications to automate change request creation, approval, and evidence collection as application versions are promoted through life-cycle stages.\n          - [Associate business application](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/associate-business-application.md) -- Associate a business application with a JFrog project in the JFrog tool record to create an AppTrust application in JFrog.\n      - [SonarQube](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/sonarqube-devops-integration-devops.md) -- Connect to your SonarQube instance that is integrated with your CI/CD pipelines to retrieve code quality and code security results.\n        - [Onboard SonarQube using Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/sonar-connect-workspace.md) -- Connect to your Sonar instance using the DevOps Change Workspace playbook.\n        - [Onboard SonarQube using Service Catalog](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/sc-sonar.md) -- Connect your Sonar instance using the ServiceNow Service Catalog.\n        - [Onboard SonarQube using Classic](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/create-sonar-tool-devops.md) -- Connect to your Sonar instance to retrieve scan results.\n      - [Split](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/split-integration-devops-classic.md) -- Connect to your Split.io instance to manage feature flags requests directly from you ServiceNow instance.\n        - [Enable integration with ServiceNow DevOps in Split tool](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/enable-integration-servicenow-devops-split.md) -- Enable integration with ServiceNow DevOps in Split tool and restrict approvers to only the enabled integration for your environment.\n        - [Onboard Split using Classic](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/create-split-tool-record-devops.md) -- Create a Split tool record to connect and discover workspaces, environments, segments, and feature flags from the connected Split tool.\n      - [Veracode](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/veracode-integration-with-devops-change-velocity.md) -- Connect to your Veracode instance that is integrated with your CI/CD pipelines to retrieve security scan results. This helps you determine how vulnerable your code is.\n        - [Onboard Veracode using Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/onboard-veracode-to-devops-change-velocity-workspace.md) -- Connect to your Veracode instance using the DevOps Change Workspace playbook.\n        - [Onboard Veracode using Service Catalog](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/onboard-veracode-to-devops-change-velocity-service-catalog.md) -- Connect your Veracode instance using the ServiceNow Service Catalog.\n        - [Onboard Veracode using Classic](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/onboard-veracode-to-devops-change-velocity-classic.md) -- Connect to your Veracode instance to retrieve scan results.\n        - [Configure Veracode scans on your pipeline](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/configure-veracode-scans-on-your-pipeline.md) -- Configure Veracode scans on your Azure DevOps, Jenkins, GitHub, GitLab, or Harness pipelines.\n        - [Associate orchestration tool with Veracode](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/associate-orchestration-tool-from-security-tool-record-and-vice-versa.md) -- You can associate orchestration tool from the Veracode tool record and associate the Veracode tool record from the orchestration or pipeline record.\n        - [Additional info - Veracode](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/additional-info-veracode.md) -- Additional information on Veracode such as association of orchestration tool from security tool, security scan results, and change policies based on security summary tables.\n          - [Security scan results](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/security-tool-framework.md) -- Security scan results display scan details from security scans configured on your GitHub Actions, Jenkins, Azure DevOps, GitLab, or Harness pipelines.\n          - [Change policies based on security summary tables](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/change-condition-for-security-framework.md) -- You can use the security conditions that are available in the base system or customize them based on your requirement.\n      - [Checkmarx](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/checkmarx-integration-with-devops-change-velocity.md) -- Connect to your Checkmarx instance that is integrated with your CI/CD pipelines to retrieve security scan results. This helps you determine how vulnerable your code is.\n        - [Onboard Checkmarx using Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/onboard-checkmarx-to-devops-change-velocity-workspace.md) -- Connect to your Checkmarx instance using the DevOps Change Workspace playbook.\n        - [Onboard Checkmarx using Service Catalog](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/onboard-checkmarx-to-devops-change-velocity-service-catalog.md) -- Connect your Checkmarx instance using the ServiceNow Service Catalog.\n        - [Onboard Checkmarx using Classic](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/onboard-checkmarx-to-devops-change-velocity-classic.md) -- Connect to your Checkmarx instance to retrieve scan results.\n        - [Configure Checkmarx scans on your pipeline](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/configure-checkmarx-scans-on-your-pipeline.md) -- Configure Checkmarx scans on your Azure DevOps, Jenkins, GitHub, GitLab, or Harness pipelines.\n        - [Associate orchestration tool with Checkmarx](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/associate-orchestration-tool-from-checkmarx-tool-record-and-vice-versa_0.md) -- You can associate orchestration tool from the Checkmarx tool record and associate the Checkmarx tool record from the orchestration or pipeline record.\n      - [Harness](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/harness-integration-with-devops-change-velocity.md) -- Connect to your Harness instance to discover pipeline definitions and configure real-time notifications or polling to enable change traceability and automation.\n        - [Onboard Harness using Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/onboard-harness-to-devops-change-velocity.md) -- Connect to your Harness instance using the DevOps Change Workspace playbook to discover pipelines.\n        - [Configure webhooks in Harness manually](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/configure-webhooks-in-harness-manually.md) -- Configure webhooks manually in Harness to send pipeline notifications to DevOps Change Velocity.\n      - [User created](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/dev-ops-tool-integration.md) -- User-created integrations are for integrating additional planning, coding, and test tools that are not available by default in the DevOps Change Velocity application.\n        - [DevOps test tool integration](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/dev-ops-test-tool-integration.md) -- Test tool integration lets you view test results in DevOps for Jenkins, Azure DevOps, GitHub, GitHub Enterprise, and GitLab unit, functional, and performance tests.\n          - [Configure a test tool in DevOps](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/create-test-tool-dev-ops.md) -- Configure a test tool in DevOps to view unit, functional, and performance test results.\n          - [Add test results to change requests using test API](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/test-api-tools.md) -- Add test results to DevOps change requests using the test capability of the DevOps - POST /devops/tool/{capability} API. The API is available for all test types for various tools connected to DevOps Change Velocity.\n          - [Add attachments to change requests using attachment API](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/attachment-api-chg.md) -- Add test report xmls as attachments to DevOps change requests using the attachment API.\n        - [DevOps user-created security tool integration](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/devops-security-tool-integration.md) -- You can integrate additional security tools that are not supported in the base system in DevOps Change Velocity.\n          - [Configure user-created security tool](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/configure-a-user-created-security-tool.md) -- Connect your custom security tool that is integrated with your CI/CD pipelines to DevOps Change Velocity to retrieve security scan results.\n          - [Integrate security tools with GitLab](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/configure-security-tool-for-gitlab.md) -- Configure security tool for GitLab which is not supported in the base system.\n        - [DevOps user-created orchestration tool integration](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/devops-user-created-orchestration-tool-integration.md) -- Integrate DevOps Change Velocity with any orchestration tool that is not supported in the base system.\n        - [Create a DevOps tool integration](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/set-up-dev-ops-integrations.md) -- To create a DevOps tool integration, your integration developer configures DevOps tool integration settings, and a Workflow Studio subflow to collect and transform data from the source tool. Then your DevOps admin configures your DevOps tool connections.\n        - [Creating DevOps subflows](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/creating-dev-ops-subflows.md) -- For user-created integrations, create a DevOps Workflow Studio subflow to collect and transform data from the tool you are integrating.\n        - [Add custom fields for a planning tool integration](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/add-custom-field-for-a-planning-tool-integration.md) -- Add custom fields into your planning tool integration to improve configurability and access business-specific information, which facilitates more informed decision-making.\n        - [Create a tool integration from the DevOps Change Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/create-a-tool-integration-from-the-devops-change-workspace.md) -- Create a tool integration from the DevOps Change Workspace for integrating additional orchestration, planning, and coding tools that are not available by default in the DevOps Change Velocity application.\n          - [Send inbound events using token](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/create-webhooks-to-send-inbound-events-to-devops-change-velocity-using-token.md) -- You must create webhooks to send inbound events to DevOps Change Velocity using token based authentication.\n      - [Update third-party tool credentials](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/update-third-party-tool-credentials-in-devops-change-velocity.md) -- If your tool credential has changed, you must update the credentials in your ServiceNow instance to avoid getting disconnected.\n        - [Notifications on tool credential expiration](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/notifications-for-tool-credential-expiry.md) -- Notifications are sent to tool users on expiration of tool credentials to alert them. Notifications are also sent proactively before the expiration of tool credentials for GitHub tools created with basic authentication. This enables tool users with the sn_devops.tool_owner or sn_devops.admin roles to update the tool credentials and prevent any loss of data.\n    - [Applications](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/app-devops.md) -- In DevOps Change Velocity, an application collects all the up-to-date data that connected tools send about plans, repositories, and pipelines.\n      - [Create an application - Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/app-create-workspace.md) -- Create applications using the DevOps Change Workspace and associate pipelines, plans, and repositories to it.\n      - [Associate tool objects to applications - Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/apps-associate-objects-wkspc.md) -- After creating an application, you can associate plans, repositories, and pipelines with it. Applications group plans, repositories, and pipelines from DevOps tools, which provides traceability to user stories, commits, test results, and so on.\n      - [Create an application - Classic](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/app-create-all.md) -- Create applications using the Classic UI or the Service Catalog.\n      - [Associate tool objects to applications – Classic](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/apps-associate-objects-classic.md) -- After creating an application, you can associate plans, repositories, pipelines, and artifacts with it.\n    - [Accelerate your DevOps change process](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/dev-ops-change-acceleration.md) -- Enable the change acceleration feature of DevOps Change Velocity for automatic change request creation in your pipeline, and use change approval flows and policies to automate approval under certain conditions.\n      - [Customizing DevOps flows](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/using-dev-ops-model-change-flow.md) -- Customize or recreate the DevOps Change Request Manual Approval, DevOps Change Request Minimal Automation Approval, and DevOps Change Request Advanced Automation Approval flows based on your requirements using a flow or a script.\n      - [Automate DevOps change request creation](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/automate-devops-change-request.md) -- Modify your pipeline to automatically create a DevOps change request.\n      - [DevOps change request in Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/devops-wkspc-chg-create-manual.md) -- Create a DevOps change request and associate existing DevOps data through the Workspace UI.\n      - [DevOps change request in Classic UI](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/create-devops-change-request-manual.md) -- Create a DevOps change request and associate existing DevOps data through the Classic UI.\n      - [DevOps change request without mandating category as DevOps](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/create-devops-change-any-category.md) -- Enable categorizing DevOps change request from DevOps properties. Change requests that are created as part of pipeline execution steps can be created with a category other than DevOps.\n      - [Change request creation with DevOps data retrieval errors](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/change-request-creation-with-devops-data-retrieval-errors.md) -- Create change requests even with errors in DevOps data retrieval.\n      - [Artifacts and packages](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/using-dev-ops-release-change.md) -- Artifacts and packages enable DevOps Change Velocity to track development and testing activities across a wide range of deployment and release models. This feature ensures that pipeline activity stored in the DevOps data model can be retrieved and applied when artifacts are created and released at different times or in different pipelines.\n        - [Commits included in DevOps change request](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/dev-ops-commits-release.md) -- The DevOps artifact package and its associated artifact versions are used to determine which commits are included in a DevOps change.\n      - [DevOps Pipeline UI](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/dev-ops-pipeline-ui.md) -- Use the Pipeline UI to visualize interactions and results across a pipeline execution. This graphical view shows pipeline step progression and other details for each pipeline.\n      - [Configuring DevOps change request details within the pipeline](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/dev-ops-config-change-details.md) -- Configure how the closure information, change state, and change request fields are updated from within a pipeline in the change step of the pipeline.\n      - [DevOps change models](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/devops-change-multimodel.md) -- DevOps Change Velocity enables you to use fit-for-purpose change models that allow better flexibility in defining change models or processes to reflect modern development practices.\n        - [Update change model in pipeline](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/update-change-model-in-pipeline.md) -- Update the change model in your existing pipeline steps using the DevOps Pipeline Migration to Change Models catalog item.\n      - [Retrieve change request data](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/retrieve-change-request-data-using-devopschangerelationshiphelper-script.md) -- Retrieve data associated with a change request based on the specified relation type using the DevOpsChangeRelationshipHelper script include.\n      - [Manage pull or merge requests](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/manage-pull-request-pipelines.md) -- Manage Jenkins, GitHub Actions, and Azure DevOps (ADO) pipeline’s pull requests for GitHub, Bitbucket, and ADO coding sources from ServiceNow DevOps. You can enable the change approval process on your pull request to control pull request merge approvals from ServiceNow DevOps and monitor pull request details associated with the change request.\n      - [DevOps change request attributes](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/apis-for-change-actions-in-devops.md) -- Add or update DevOps change request attributes using the changeInfo REST API, the Default Change Handler subflow, by passing attributes through the pipeline, Update function, or automated flows.\n      - [Import based evidence collection](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/import-based-evidence-collection-for-orchestration-capability.md) -- Reduce instance overhead by skipping step-level pipeline processing for accelerated change management and evidence collection for GitHub Actions, Azure DevOps (ADO), Jenkins and GitLab orchestration tools.\n    - [Manage](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/using-devops-change-velocity.md) -- Utilize the features of DevOps Change Velocity to efficiently manage your DevOps tools and processes.\n      - [Onboard a tool using DevOps generic playbook](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/onboard-new-tool-generic-playbook.md) -- DevOps Change has a pre-build playbook setup for users to configure a new tool. Custom tool integrations can be created using the guided playbook experience in the DevOps Change Workspace.\n      - [Onboarding tools and apps](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/onboard-tools-self-service-catalog.md) -- Use the onboarding catalog items as a self-service approach to onboard your DevOps tools and apps.\n        - [Importing historical data for DevOps tools](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/import-historical-data-devops-catalog.md) -- Use the service catalog to onboard a new app and import historical DevOps data for that app. Enable polling to import data that is mapped to associated plans, repositories and pipelines on a scheduled frequency.\n          - [Polling schedule and configuration](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/import-historical-data-devops-catalog.md) -- Use the service catalog to onboard a new app and import historical DevOps data for that app. Enable polling to import data that is mapped to associated plans, repositories and pipelines on a scheduled frequency.\n          - [Import existing Azure DevOps pipelines, repositories, and plans](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/import-historical-data-devops-catalog.md) -- Use the service catalog to onboard a new app and import historical DevOps data for that app. Enable polling to import data that is mapped to associated plans, repositories and pipelines on a scheduled frequency.\n          - [Import existing GitLab pipelines and repositories](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/import-historical-data-devops-catalog.md) -- Use the service catalog to onboard a new app and import historical DevOps data for that app. Enable polling to import data that is mapped to associated plans, repositories and pipelines on a scheduled frequency.\n      - [Cloning guidelines](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/devops-cloning.md) -- Clone the DevOps Change Velocity application from one instance to another.\n      - [Check permissions and update credentials](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/update-credentials-check-permissions.md) -- You can perform permission checks and update credentials like passwords and access tokens for your tools from the tool details page.\n        - [Permissions required for DevOps tools](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/tool-req-permission.md) -- Permissions required in your third-party tool to connect to DevOps Change Velocity.\n      - [Configure webhooks from the tool record](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/configure-webhooks-from-the-tool-record.md) -- Configure webhooks from the tool record to send data to DevOps Change Velocity after your tool is connected.\n      - [Test webhooks manually](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/test-wehooks-manually.md) -- For tools including GitLab, Rally, Split.io, Jira, Bitbucket, and Argo CD, you have to test webhooks manually if there is any issue with the connection.\n      - [Tool throttling](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/rate-limit-throttling.md) -- In DevOps Change Velocity, when a tool is throttled, processing of new events is delayed until the throttling expires and the tool status changes to Throttled. This is available for Azure DevOps, GitHub, and GitLab.\n      - [Retry errored inbound events](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/config-retry-schedule-job-inbound.md) -- Run base system or modified scheduled jobs to retry processing errored inbound events. Specify the exceptions or errors to retry events that are in an Error state.\n      - [Customized lists](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/add-new-list-in-list-module.md) -- Create customized lists for your List, Change, Tools, and Administration modules. You can create your own version of an existing list, or a new one.\n      - [Deleting a record](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/dev-ops-cascade-delete-records.md) -- Cascade record deletion is implemented to delete all dependent lower level DevOps records whenever a parent or higher level DevOps entity is deleted. Confirmation popups ensure that you understand that data will be lost when you delete a record (for example, the record of a tool connection).\n      - [Map spoke alias as parent alias for a DevOps tool](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/map-spoke-alias-as-parent-new-tool.md) -- Create Jira, GitHub or Jenkins tool with parent alias set to respective spoke alias instead of DevOps Basic authentication. Use a script include to reset parent alias to spoke alias for existing or onboarded tool.\n      - [Delete orphan connection and credential aliases](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/delete-orphan-alias.md) -- Delete the connection and credential aliases that do not label any connection or credential record by running a background script. This helps you in freeing up space in your system.\n      - [Docker image for custom actions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/servicenow-custom-actions-for-gitlab.md) -- Use the ServiceNow custom actions to collect data related to change request creation, Sonar scan, artifact registration, and package registration in your pipeline with the help of the generic Docker Container Image.\n      - [Run health scans](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/run-health-scan-check.md) -- Run health check scans on your DevOps Change Velocity instance and get recommendations on fixing any errors that might exist.\n      - [Manual configuration mode in DevOps](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/devops-manual-configuration-mode.md) -- As an alternative to making a connection using the standard setup process, you can use manual configuration mode to set up a webhook manually.\n      - [Inbound event table data archiving and cleanup](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/dev-ops-archive-cleanup-events-table-records.md) -- Use table cleaners on the inbound events table to purge event data records beyond a specified period. Configure a retention policy with table rotation on the auto-flush form to manage table size growth and archiving data beyond the specified duration.\n      - [Data archiving rules for DevOps tables](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/archive-devops-tables-data.md) -- Base system table archiving rules ensure that DevOps data stored in the Configuration Management Database (CMDB) are systematically archived and purged.\n      - [DevOps Retry Policy](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/devops-retry-policy.md) -- Enable the DevOps Custom HTTP Retry Policy for most tool communication from ServiceNow flows to automatically retry failed requests when a step encounters an intermittent issue, such as a network failure or request rate limit.\n      - [Commits and task executions in DevOps](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/commits-and-task-executions-in-devops.md) -- Run commits in DevOps are associated to a task execution.\n      - [Associating multiple work items to a commit in DevOps](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/associating-multiple-work-items-to-a-commit-in-devops.md) -- Multiple work items for a commit are supported in DevOps for Azure DevOps, Bitbucket, GitHub, and GitLab.\n      - [Filter ignorable DevOps events](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/extension-filter.md) -- Filter out ignorable DevOps events before they trigger a Flow execution to improve performance.\n      - [Disable recommendation prompts](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/remove-prompts.md) -- Disable the prompts recommending the use of DevOps Change Workspace from appearing while creating tools and applications using Classic UI, Service Catalog, Service Portal, and Employee Service Center.\n    - [Insights reports](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/devops-insights-working-in.md) -- To help you plan and implement updates to your DevOps processes, DevOps Insights displays a variety of configurable reports that are grouped by type of metric. From the DevOps Change Workspace, select the DevOps Insights icon ( filter icon ) to view the reports.\n      - [DevOps Insights dashboard - Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/devops-insights-dboard-ws.md) -- The DevOps Insights dashboard provides a flexible graphical view of operational and business reports. Use the dashboard to evaluate the results of your overall DevOps process.\n        - [Summary dashboard](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/devops-insights-dboard-ws.md) -- The DevOps Insights dashboard provides a flexible graphical view of operational and business reports. Use the dashboard to evaluate the results of your overall DevOps process.\n        - [Flow metrics dashboard](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/devops-insights-dboard-ws.md) -- The DevOps Insights dashboard provides a flexible graphical view of operational and business reports. Use the dashboard to evaluate the results of your overall DevOps process.\n        - [Change acceleration dashboard](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/devops-insights-dboard-ws.md) -- The DevOps Insights dashboard provides a flexible graphical view of operational and business reports. Use the dashboard to evaluate the results of your overall DevOps process.\n        - [Accelerate metrics dashboard](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/devops-insights-dboard-ws.md) -- The DevOps Insights dashboard provides a flexible graphical view of operational and business reports. Use the dashboard to evaluate the results of your overall DevOps process.\n        - [Quality metrics dashboard](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/devops-insights-dboard-ws.md) -- The DevOps Insights dashboard provides a flexible graphical view of operational and business reports. Use the dashboard to evaluate the results of your overall DevOps process.\n        - [DevOps Insights Development dashboard](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/devops-insights-dboard-ws.md) -- The DevOps Insights dashboard provides a flexible graphical view of operational and business reports. Use the dashboard to evaluate the results of your overall DevOps process.\n        - [DevOps Insights Operational stability dashboard](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/devops-insights-dboard-ws.md) -- The DevOps Insights dashboard provides a flexible graphical view of operational and business reports. Use the dashboard to evaluate the results of your overall DevOps process.\n      - [Group DevOps applications into a product](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/devops-product-group-apps-into.md) -- Products that use an application model in the CSDM support hierarchies of applications. You can customize hierarchies to simplify tracking of \"rolled-up\" data on DevOps Insights reports. This is used for the Product filter in insights.\n      - [DevOps Insights properties](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/devops-insights-workspace-properties.md) -- DevOps Insights properties configure how DevOps Insights workspace data is displayed in reports.\n    - [Reference](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/devops-change-velocity-reference.md) -- Reference information to provide additional details about DevOps Change Velocity such as tables, users, roles, properties, errors, limitations, and others.\n      - [Installed components](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/installed-with-dev-ops.md) -- Several types of components are installed with DevOps Change Velocity, including tables, users, roles, and scheduled jobs.\n      - [Properties](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/dev-ops-administration.md) -- Use these properties to configure settings in the DevOps Change Velocity application.\n      - [DevOps System Health dashboard](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/devops-system-health-dashboard.md) -- The System Health dashboard lets the DevOps administrator view the overall health of integrations, connectivity status, as well as view trends of inbound event processing data.\n      - [DevOps log levels](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/devops-log-levels.md) -- DevOps log levels allow you to filter logs by level as well by a particular tool or application. Log levels in the DevOps application let you decide the extent of log detail you need for debugging.\n      - [Common errors](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/devops-reference-error-messages.md) -- Identify the root cause of errors that occur in DevOps Change Velocity, and see the corresponding steps that might resolve them.\n      - [Software Quality Results](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/dev-ops-software-quality-results.md) -- Software Quality Results display scan details from SonarQube scans configured on your GitHub Actions, Jenkins, Azure DevOps, or Harness pipelines.\n        - [Software Quality Summaries](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/dev-ops-software-quality-results.md) -- Software Quality Results display scan details from SonarQube scans configured on your GitHub Actions, Jenkins, Azure DevOps, or Harness pipelines.\n        - [Software Quality subcategories](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/dev-ops-software-quality-results.md) -- Software Quality Results display scan details from SonarQube scans configured on your GitHub Actions, Jenkins, Azure DevOps, or Harness pipelines.\n      - [Domain separation](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/devops-domain-separation.md) -- If any conrefs are broken, re-add them from the doc/source/reuse/domain-separation/domain-separation-overview.dita file. In the short description, edit the first sentence to state whether domain separation is supported or not and add the application name. Keep the conref at the end that describes domain separation.Domain separation is unsupported for DevOps Change Velocity. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.\n      - [DevOps Insights Standard dashboard - Classic](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/dev-ops-insights-standard.md) -- Use the DevOps Insights application with ServiceNow Performance Analytics to gain insight into your DevOps environment.\n      - [DevOps health scans](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/devops-change-velocity-suite-health-scan-checks.md) -- View the list of scan checks available in DevOps Change Velocity to get recommendations on fixing any errors that might exist.\n      - [APIs](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/devops-change-velocity-apis.md) -- The DevOps Change Velocity APIs provides endpoints that enable the interaction with external DevOps tools.\n      - [DevOps Change Velocity glossary](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/glossary-landing-dcv.md) -- Learn about the terms and concepts in DevOps Change Velocity.\n        - [A](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/glossary-landing-dcv.md) -- Learn about the terms and concepts in DevOps Change Velocity.\n          - [Accelerate metrics](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/glossary-landing-dcv.md) -- Learn about the terms and concepts in DevOps Change Velocity.\n          - [artifact package](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/glossary-landing-dcv.md) -- Learn about the terms and concepts in DevOps Change Velocity.\n          - [artifact version](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/glossary-landing-dcv.md) -- Learn about the terms and concepts in DevOps Change Velocity.\n        - [C](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/glossary-landing-dcv.md) -- Learn about the terms and concepts in DevOps Change Velocity.\n          - [change acceleration](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/glossary-landing-dcv.md) -- Learn about the terms and concepts in DevOps Change Velocity.\n          - [change receipt](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/glossary-landing-dcv.md) -- Learn about the terms and concepts in DevOps Change Velocity.\n          - [committer risk score](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/glossary-landing-dcv.md) -- Learn about the terms and concepts in DevOps Change Velocity.\n        - [D](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/glossary-landing-dcv.md) -- Learn about the terms and concepts in DevOps Change Velocity.\n          - [DevOps change model](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/glossary-landing-dcv.md) -- Learn about the terms and concepts in DevOps Change Velocity.\n          - [DevOps Simplified change model](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/glossary-landing-dcv.md) -- Learn about the terms and concepts in DevOps Change Velocity.\n        - [I](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/glossary-landing-dcv.md) -- Learn about the terms and concepts in DevOps Change Velocity.\n          - [import based evidence collection](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/glossary-landing-dcv.md) -- Learn about the terms and concepts in DevOps Change Velocity.\n          - [import request](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/glossary-landing-dcv.md) -- Learn about the terms and concepts in DevOps Change Velocity.\n          - [inbound event](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/glossary-landing-dcv.md) -- Learn about the terms and concepts in DevOps Change Velocity.\n        - [M](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/glossary-landing-dcv.md) -- Learn about the terms and concepts in DevOps Change Velocity.\n          - [manual configuration mode](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/glossary-landing-dcv.md) -- Learn about the terms and concepts in DevOps Change Velocity.\n        - [R](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/glossary-landing-dcv.md) -- Learn about the terms and concepts in DevOps Change Velocity.\n          - [run commits](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/glossary-landing-dcv.md) -- Learn about the terms and concepts in DevOps Change Velocity.\n        - [S](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/glossary-landing-dcv.md) -- Learn about the terms and concepts in DevOps Change Velocity.\n          - [step execution](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/glossary-landing-dcv.md) -- Learn about the terms and concepts in DevOps Change Velocity.\n        - [T](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/glossary-landing-dcv.md) -- Learn about the terms and concepts in DevOps Change Velocity.\n          - [task execution](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/glossary-landing-dcv.md) -- Learn about the terms and concepts in DevOps Change Velocity.\n          - [type compatibility flag](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-change-velocity/glossary-landing-dcv.md) -- Learn about the terms and concepts in DevOps Change Velocity.\n  - [DevOps Config](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-family/devops-config-landing-page.md) -- The ServiceNow DevOps Config application validates and manages the configuration data of your enterprise applications across every stage of the DevOps pipeline.\n    - [Exploring DevOps Config](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-family/devops-config-getting-started.md) -- Use DevOps Config to store and manage all of your config data as a single source of truth. You can also use DevOps Config to validate your config data before deployment, and resolve conflicts in deployed config data.\n      - [DevOps Config and DevOps Change Velocity](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-family/devops-config-devops-change.md) -- DevOps Change Velocity collects data from all of your DevOps tools, providing visibility across the entire lifecycle of deployment, while DevOps Config manages and validates your DevOps configuration data.\n      - [Using an app in DevOps Config](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-family/devops-config-app.md) -- When you create an app in DevOps Config, not only is it the container for the config data of the application, but the application model you choose links DevOps Config with other ServiceNow products, including DevOps Change Velocity.\n      - [DevOps Config powered by CDM and PaCE](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-family/devops-config-capabilities.md) -- DevOps Config uses Configuration Data Management and Policy as Code Engine platform capabilities to manage configuration data and policies.\n      - [DevOps Config terms](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-family/devops-config-terms.md) -- These are some of the common DevOps Config terms.\n    - [Configuring DevOps Config](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-family/setting-up-devops-config-validation.md) -- The DevOps engineer role installs and sets up DevOps Config, which is used to validate config data (committed by developers, or app engineers) before deployment.\n      - [Install DevOps Config](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-family/install-devops-config.md) -- Install the DevOps Config application from ServiceNow Store applications. Visit the ServiceNow Store to view all the available apps, and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.\n        - [Install DevOps Config Policy content pack](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-family/devops-config-install-policy-pack.md) -- Install DevOps Config Policy content pack for a default set of DevOps Config policies that you can use as-is, or customize for your needs.\n        - [Install DevOps Config Exporter content pack](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-family/devops-config-install-launch-pack.md) -- Install DevOps Config Exporter content pack for a default set of DevOps Config exporters that you can use as-is, or customize for your needs.\n      - [Create an application in DevOps Config](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-family/create-app-devops-config.md) -- Create an app in DevOps Config to manage its configuration data, and link DevOps Config with other ServiceNow products, including DevOps Change Velocity.\n        - [Create a CDM application that generates a new service in the CMDB](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-family/cdm-application-create-not-cmdb.md) -- Generate a new service (an application service, application model, or dynamic CI group [infrastructure application type]) in the CMDB) and create a CDM application as the container for the config data for the service.\n        - [Create a CDM application that is based on an existing service in the CMDB](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-family/cdm-application-create-from-cmdb.md) -- Create an application as the container for all config data for a service (an application service, application model, or dynamic CI group [infrastructure] in the CMDB).\n      - [Create and update a deployable](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-family/cdm-deployable-define.md) -- Create a deployable while working in a changeset. You can add multiple components and collections to a deployable.\n        - [Delete a deployable](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-family/cdm-deployable-delete.md) -- Delete a deployable to delete its config data and all associated snapshots.\n      - [Uploading your config data](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-family/cdm-upload-process.md) -- You first create a new CDM application structure and then upload the existing config data into the structure.\n        - [Preparing an application for config data upload](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-family/cdm-prep-app-for-upload.md) -- An application in CDM is the full collection of config data for an application service, application model, or dynamic CI group [infrastructure] in the CMDB. After you upload your source config data, the application can support all potential deployables that make up each version of the development, test, and production environments of the service.\n        - [Add nodes with config data to CDM application](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-family/cdm-data-structure-add-for-upload.md) -- Add the data structure to a new application that will accept the uploaded config data into appropriate nodes.\n        - [Parsing of XML files in CDM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-family/cdm-parsing-xml-file.md) -- The CDM XML parser enables the parsing of attribute key-value pairs in XML files, so when you upload config data from an XML file into CDM, you can easily identify the attributes of each element in the CDM editor or list view.\n        - [Parsing of CSV files in CDM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-family/cdm-parsing-csv-file.md) -- The CDM CSV parser enables parsing of data in CSV files, so when you upload config data from a Comma-Separated Values (CSV) file into CDM, you can easily identify the data format attributes and config data in the CDM editor or list view.\n      - [Define policies in DevOps Config](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-family/devops-config-define-policies.md) -- Define policies in DevOps Config to validate your configuration data.\n      - [Mapping policies in DevOps Config](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-family/devops-config-mapping-policies.md) -- Mapping a policy to a deployable enables you to validate updates on it. These policies in DevOps Config are powered by Policy as Code Engine (PaCE).\n        - [Map policies to a deployable](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-family/cdm-deployable-map-policy-to.md) -- Map policies to a deployable to define the validation processes that the config data must pass. You can map policies to a deployable using static mapping or dynamic mapping.\n      - [Define exporters in DevOps Config](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-family/devops-config-define-exporters.md) -- Define exporters in DevOps Config to export config data from all or part of the data model as input for further deployment or provisioning activities.\n      - [Configure your pipeline in DevOps Config](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-family/devops-config-set-up-pipeline.md) -- Configure your Argo CD, Azure DevOps, or Jenkins pipeline with DevOps Config to interact with your data model.\n      - [Run validation in DevOps Config](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-family/devops-config-run-validation.md) -- After you have installed and configured DevOps Config, validate the configuration and review the results.\n      - [Fix the data that caused a validation failure](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-family/cdm-validation-failure-fix.md) -- When a policy that executes against a deployable snapshot fails or generates an error or warning, the policy identifies the offending CDI and the reason for the failure. While working in a changeset, you can use the Validation failures panel to navigate directly to the offending CDI so you can correct the issue.\n      - [CDM system properties](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-family/cdm-system-properties.md) -- CDM system properties.\n    - [Integrating your pipeline in DevOps Config](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-family/devops-config-integrations.md) -- Integrate your Argo CD, Azure DevOps, or Jenkins pipeline with DevOps Config to interact with your data model.\n      - [Azure DevOps pipeline tasks](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-family/devops-config-azure-integration.md) -- Use these tasks in your Azure DevOps pipeline to interact with the DevOps Config data model.\n      - [Jenkins pipeline actions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-family/devops-config-jenkins-integration.md) -- Use these actions in your Jenkins pipeline to interact with the DevOps Config data model.\n      - [GitHub pipeline actions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-family/devops-config-github-integration.md) -- Use these actions in your GitHub pipeline to interact with the DevOps Config data model.\n    - [Using DevOps Config](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-family/devops-config-using.md) -- The developer, or app engineer, role uses DevOps Config, once it's installed and set up by the DevOps engineer role, to validate and correct config data (that they commit) before it gets deployed.\n      - [Viewing and editing config data](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-family/cdm-editing-config-data-changesets.md) -- You can update the config data of an application by creating or opening a changeset on the Config data tab, where you update the structure and CDIs of the config data.\n        - [Define or update a component](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-family/cdm-component-define.md) -- Define or update a component while working in a changeset.\n        - [Define or update a collection in an application](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-family/cdm-collection-define.md) -- Define or update a collection while working in a changeset of a application.\n        - [Create or update a variable CDI](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-family/cdm-variables-crud.md) -- Define variables and set their values in components, collections, and deployables.\n        - [Manage files using file nodes](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-family/cdm-manage-file-config-data-file-node.md) -- Add and manage files using file nodes in the config data model of a CDM app or in a component library.\n      - [Compare config data of two CDM applications](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-family/cdm-cda-applications-compare.md) -- Use the Config Data Analyzer tool to find similarities and differences between the config data of two applications. You can compare either different applications or different changesets of a particular application.\n        - [Types of differences between CDM applications](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-family/cdm-cda-diff-types.md) -- Descriptions and examples of differences between CDM applications when using the Config Data Analyzer tool.\n      - [Changesets and version control in CDM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-family/cdm-changesets-version-control.md) -- A changeset is a draft copy of an application that you can update and save as often as needed. When you are satisfied with your changes, you can commit the changeset to apply the changes to the application. Committing\n        - [Open a changeset to update config data](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-family/cdm-changeset-cr-u.md) -- Update config data in an existing changeset or in a new changeset. You can save your changes for later updates or save and commit the changes. Committing the changes generates a snapshot for each deployable that is affected by the changes.\n        - [Conflicts between changeset commits](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-family/cdm-changeset-conflicts.md) -- Service delivery can include multiple teams working at the same time on config data with potentially hundreds of configuration changes every day. Because changes can be in conflict with earlier changes by a different user, CDM manages commits and snapshots to block commits that conflict. You are notified of changeset conflicts to help you to resolve them.\n        - [View the history of changes to a changeset](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-family/cdm-changeset-view-change-history.md) -- View the details of changes in each committed changeset on the Activities tab.\n        - [Delete a changeset](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-family/cdm-changeset-delete.md) -- Select the changeset on the Activity tab and then select Delete.\n        - [Delete a CDM application](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-family/cdm-application-delete.md) -- Delete a CDM application to delete all associated config data and snapshots.\n      - [Compare changesets from the same or different CDM applications](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-family/cdm-cda-changeset-compare.md) -- Use the Config Data Analyzer tool to find similarities and differences between any two committed changesets from the same or different applications.\n      - [Validating and correcting configuration data](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-family/cdm-validating-cfg-data.md) -- For every change to an environment, there may be tens or hundreds of rules (policies) that need to be checked. CDM enables you to auto-validate configuration data to ensure that configuration changes are error-free and policy-compliant before the config data is consumed.\n        - [Validate a snapshot manually](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-family/cdm-snapshot-validate-manually.md) -- Validate a snapshot from the Snapshot tab. For example, manually validate a snapshot to ensure that its valid for new policy requirements.\n        - [View the results of snapshot validation](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-family/cdm-validation-results-view.md) -- View validation failures and warnings on the Validation results tab for the snapshot.\n        - [View the execution record for a policy run](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-family/cdm-execution-record-policy-view.md) -- View the execution record to analyze policy execution.\n        - [Adding warning and failure messages to validation results](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-family/cdm-about-cdmpolicyutil.md) -- You use the CdmPolicyUtil script include to add warning and failure messages to validation results in the CDM Policy Validation Results table. CDM expects validation warnings and failures to contain a node path, a snapshot ID, and a reference to the impacted node.\n      - [Sharing components among applications — Component libraries](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-family/cdm-component-libraries.md) -- Some applications may share the same basic structure and require nearly identical configuration data. Shared components in CDM enables you to use a component across several applications. For better organization, these shared components are managed in component libraries.\n        - [Working on component libraries with a unified view](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-family/cdm-viewing-library.md) -- The unified view of component libraries in the DevOps Config Workspace provides a single location to view and manage component libraries and the components within them.\n        - [Create or update a component library](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-family/cdm-comp-library-create.md) -- Create a component library to manage components that can be reused across multiple applications.\n        - [Activate a component library](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-family/cdm-comp-library-activate.md) -- Activate a component library to make all of its shared components available for use.\n        - [Delete a component library](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-family/cdm-comp-library-delete.md) -- Delete a component library and all of its components if no application is using the library's components.\n        - [Add shared component in a component library](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-family/cdm-comp-library-add-component.md) -- Add or update a shared component in a component library.\n        - [Publish or unpublish a shared component version](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-family/cdm-component-publish.md) -- Publish a version of a shared component in a library so that it can be used in an application.\n        - [Request to include a component to a component library](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-family/cdm-application-comp-lib-request.md) -- Submit a request for a component in an application that could be reused across multiple applications to be added to a shared component library.\n        - [Accept or reject a component request](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-family/cdm-comp-library-request-approval.md) -- Review a request for adding a component to a component library and approve or reject it.\n        - [Manage shared components in a CDM application](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-family/cdm-shared-comp-manage-in-app.md) -- Add a shared component to an application, view shared components that are available to add, or remove a shared component from an application.\n      - [View snapshots](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-family/cdm-snapshots-view-list.md) -- View the snapshots of all deployables for an application on the Details tab for the application. The release pipeline can access only a snapshot that is the currently published version.\n        - [Publish or unpublish a snapshot](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-family/cdm-snapshot-publish.md) -- Publish a snapshot so that it can be exported to enable the CI/CD pipeline to access and use the config data. Exporters can execute only on published snapshots.\n      - [Compare snapshots from the same or different applications](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-family/cdm-cda-snapshots-compare.md) -- Use the Config Data Analyzer tool to find similarities and differences between two snapshots from the same or different applications.\n      - [Compare two snapshots of a deployable](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-family/cdm-cda-snapshots-compare-changes.md) -- Use the Config Data Analyzer tool to find changes between two snapshots of a deployable of an application.\n      - [Export a snapshot](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-family/cdm-cfg-data-export-from-ui.md) -- Export a snapshot to generate config data for the pipeline to use.\n        - [Test an exporter and export a snapshot](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-family/cdm-exporter-update-n-test.md) -- Set and validate input settings to test an exporter before you export the config data in a snapshot.\n        - [Generate API invocation code for an exporter](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-family/cdm-exporter-gen-api-code.md) -- Generate sample code of an API invocation for an exporter. The code can invoke the exporter. Select from several commonly used languages.\n        - [Create a custom exporter](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-family/cdm-exporter-create-custom.md) -- Copy an existing exporter script as a starting point for a custom exporter.\n        - [View the history of exporter executions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-family/cdm-exporter-executions-history.md) -- View a list of exporter executions to identify config updates that are successful and to isolate changes that caused failure in the pipeline.\n        - [Delete an exporter](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-family/cdm-exporter-delete.md) -- Delete an exporter to ensure that users cannot use it to generate config data.\n        - [Archive an exporter](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-family/cdm-exporter-archive.md) -- Archive an exporter to preserve its record and remove it from the lists that you use in your everyday work.\n        - [Set the purge period for records of exporter executions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-family/cdm-export-record-purge.md) -- Change the default deletion period. By default, records of exporter executions are deleted after a period of three years.\n      - [Investigate config change alerts](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-family/cdm-d2a-investigate-cfg-changes.md) -- A high percentage of alerts occur due to errors in config data. If the chain of events that resulted in an alert includes a change request that involves the same CI as the alert, then you can use a variety of tools to isolate the config changes that might have caused the alert.\n    - [Analytics and reporting using the DevOps Config Insights dashboard](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-family/devops-config-insights-dashboard.md) -- Use the DevOps Config Insights dashboard with Performance Analytics to quickly identify configuration errors and take action. View snapshot validation trend, open changesets, and failed snaphots for all applications and deployables.\n    - [DevOps Config reference](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-family/devops-config-reference.md) -- DevOps Config reference content.\n      - [Update the associations for a deployable](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-family/cdm-deployable-update.md) -- Update the name and description of a deployable as well as its associations with applications and other items. This procedure is optional.\n      - [Types of configuration data supported by DevOps Config](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-family/config-data-devops-config.md) -- DevOps Config stores configuration data of every layer of the IT stack in a centralized location.\n      - [CDM data model](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-family/cdm-data-model.md) -- The CDM data model is a standardized data structure that supports the broader life cycle of software delivery — automation, quality validation, and CSDM. CDM imports existing config data, validates it using policies that you define, and exports valid config data to your organization's existing DevOps pipeline to implement applications, services, and infrastructure.\n        - [Contextual variables for config data](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-family/cdm-context-var.md) -- Contextual variables are out-of-the-box variables delivered by ServiceNow that enable you to use the context of a node to define a variable.\n      - [APIs and DevOps Config](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-family/devops-config-cdm-api.md) -- You can use DevOps Config and CDM APIs to access your config data.\n      - [DevOps Config roles](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-family/devops-config-roles.md) -- DevOps Config uses these roles.\n        - [Roles in CDM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-family/cdm-roles.md) -- List of roles and permissions in CDM.\n      - [How encrypted data is handled](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-family/cdm-secrets-managing.md) -- By default, encrypted values appear in all views as *******. Only users with the CDM Secrets [sn_cdm.cdm_secrets] role can view, create, update, and delete encrypted values in config data. The system validates and exports encrypted data appropriately.\n      - [Domain separation and DevOps Config](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-family/devops-config-domain-separation.md) -- Domain separation is unsupported for DevOps Config. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.\n        - [Domain separation and CDM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-family/domain-separation-cdm.md) -- Domain separation is supported for CDM. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.\n      - [Default DevOps Config policies](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-family/devops-config-default-policies.md) -- The DevOps Config Policy content pack contains a set of default DevOps Config policies to validate your configuration data.\n        - [Generic policies](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-family/devops-config-gen-policies.md) -- By default, the DevOps Config Policy content pack contains a set of generic policies to validate your configuration data.\n        - [Kubernetes policies](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-family/devops-config-k8s-policies.md) -- By default, the DevOps Config Policy content pack contains a set of policies to validate your Kubernetes configuration.\n        - [OpenShift policies](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-family/devops-config-os-policies.md) -- By default, the DevOps Config Policy content pack contains a set of policies to validate your Red Hat OpenShift configuration.\n      - [Default DevOps Config exporters](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/devops-family/devops-config-default-exporters.md) -- The DevOps Config Exporter content pack contains a set of default DevOps Config exporters of data that can be used as input for further deployment and provisioning activities.\n  - [Digital End-User Experience](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/dex-landing.md) -- ServiceNow Digital End-User Experience (DEX) offers comprehensive monitoring for applications, networks, and devices, promoting optimal performance across all channels. DEX includes Application and Device Health for monitoring performance and compliance, DEX Content Playbook for facilitating remediation with policies and metrics checks, and Desktop Assistant for integrating ServiceNow functionalities into the daily end-user workflows.\n    - [Explore](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/explore-dex-console2.md) -- The Digital End-User Experience (DEX) suite provides proactive visibility to help you understand and improve the end-user experience across your organization. It includes Application and Device Health, DEX Content Playbook, Desktop Assistant, Digital Experience Score​, and Proactive Engagement to help diagnose and address negative experiences.\n      - [DEX Architecture](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/dex-architecture.md) -- Digital End-User Experience (DEX) architecture describes the cloud-native services, endpoint agents, and data flows that connect end-user devices to your ServiceNow instance.\n      - [DEX subscription](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/dex-subscription.md) -- Digital End-User Experience (DEX) license counting provides the Subscription Unit (SU) consumption counting computers where any of the DEX features (Desktop Assistant, Application and Device Health, and DEX Content Playbook) are active.\n      - [DEX or SAM for app monitoring](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/using-dex-or-sam-for-app-monitoring.md) -- Monitor your application usage and performance with Software Asset Management (SAM) or Digital End-User Experience (DEX), depending on your organization's needs. SAM and DEX both use the Agent Client Collector (ACC).\n    - [Configure](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/config-dex-console.md) -- You can set up and configure Digital End-User Experience based on your organization's specific requirements. Learn how to integrate web and installed applications and to manage the Application and Device Health monitoring system.\n      - [System requirements](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/dex-sys-requirements.md) -- System requirements are the fundamental specifications and configuration needed to install and run DEX effectively.\n      - [Guided setup](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/dex-install-config.md) -- Install and configure required plugins to start monitoring and administering your organization's devices using Digital End-User Experience guided setup.\n      - [Installing DEX on your local machine](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/installing-dex-local.md) -- Install and configure DEX components on your local machine before you deploy them to your organization's employees.\n        - [Install DEX](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/install-app-device-health.md) -- Digital End-User Experience (DEX) is available with activation of the Digital End-User Experience [sn_dex] plugin. You must have the admin role to install the DEX product [sn_dex]. During installation, Application and Device Health is included as a component in DEX.\n        - [Create an ACC registration key](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/setup-acc.md) -- Set up an Agent Client Collector (ACC) by creating an agent registration key to identify and authenticate agents that are enabled to send data to the collector. The key helps promote the security and integrity of the data collected from the system.\n        - [Test your instance connectivity](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/test-connectivity-to-instance.md) -- Test the ServiceNow DEX instance network connectivity.\n        - [Install ACC on Windows](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/install-acc-for-dex-windows.md) -- Install Agent Client Collector (ACC) to work with Digital End-User Experience (DEX) to monitor and collect data, provide insights into system performance, identify issues, and enable proactive maintenance.\n          - [Run ACC from a local account](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/run-acc-local-sys-account.md) -- To fetch the complete playbook content data for a Windows device, the Agent Client Collector (ACC) must run as a local system account.\n          - [Run ACC from a managed group](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/run-acc-as-managed-group-user.md) -- Run Agent Client Collector (ACC) from a managed group account to meet your organization's security, manageability, and auditability requirements.\n        - [Install ACC on macOS](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/install-acc-for-dex-macos.md) -- Install Agent Client Collector (ACC) to monitor and collect data in a centralized and organized manner, provide insights into system performance, identify issues, and enable proactive maintenance.\n        - [Configure ServiceNow sudoers file](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/config-sudoers-file.md) -- Configure the ServiceNow sudoers file to grant the servicenow user the necessary permissions to run specific commands with elevated privileges. This configuration uses a drop-in file in /etc/sudoers.d/ to maintain secure, isolated sudo rules for ServiceNow operations.\n        - [Test ACC connectivity](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/test-acc-connectivity.md) -- Test the Agent Client Collector (ACC) connectivity to identify any proxy issues.\n        - [Enable browser extension](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/enable-dex-browser-extension.md) -- Activate the DEX Chrome or Edge Extension on your system to collect different operational or performance-based metrics for the web applications.\n      - [Deploying DEX to employees](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/deploying-dex-to-employees.md) -- Deploy Agent Client Collector and the DEX browser extension to your company employees' devices in bulk.\n        - [Bulk deploy ACC on Windows](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/bulk-deploy-acc-on-win.md) -- Use Microsoft Intune to install Agent Client Collector (ACC) on multiple Windows devices at once, promoting consistent deployment across your organization.\n        - [Bulk deploy ACC on macOS](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/bulk-deploy-acc-on-macos.md) -- Use Jamf to install Agent Client Collector (ACC) on multiple macOS devices at once, promoting consistent deployment across your organization.\n        - [Enable DEX browser extension on multiple Windows devices](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/enable-dex-extension-bulk-win.md) -- Deploy the DEX browser extension to all your organization's employees using Microsoft Intune.\n        - [Enable DEX browser extension on multiple macOS devices](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/enable-dex-extension-bulk-macos.md) -- Deploy the DEX browser extension to all your organization's employees using Jamf.\n      - [Application monitoring setup](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/dex-application-monitoring.md) -- Manage your organization's application monitoring by adding and enabling an application for monitoring using DEX, editing the monitoring parameters, and turning off monitoring.\n        - [Initiate application monitoring](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/dex-onboarding.md) -- During the onboarding process, when there's no application listed to be monitored, you can begin by accessing a list of available applications. You can also add your own custom applications and enable them for monitoring along with any existing applications.\n        - [Add an application for monitoring](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/add-new-application.md) -- Add an application to the list of all the applications that are being monitored. With a comprehensive view of your applications, you can quickly identify and address issues as they arise.\n        - [Edit application details](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/edit-new-application-details.md) -- Edit various details about the application, such as its name, monitored processes, and so on.\n        - [Add a logo for your application](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/add-application-logo.md) -- Add a logo to improve the visual appeal of your application and to distinguish it from others.\n        - [Enable application monitoring](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/enable-app-monitor.md) -- Enable application monitoring to gain insights into performance metrics, diagnose issues, and promote optimal functionality, enhancing performance and proactively addressing potential bottlenecks or failures.\n        - [Turn off application monitoring](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/disable-app-monitor.md) -- Disable the monitoring of an application in situations where monitoring is causing performance issues or interfering with the functionality of the application.\n        - [Delete an application from the list](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/delete-app-monitor.md) -- Delete an application from the monitoring list when there’s no longer a need to track its performance or activity. If necessary, you can add the application in the monitoring list later.\n        - [View DEX administrators](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/view-app-administrators.md) -- Look up the application administrators who are responsible for managing the application, promoting its proper functioning, and handling any issues that might arise.\n        - [Set up page-level monitoring](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/set-up-page-level-monitoring.md) -- Set up monitoring of the application performance at a specific page level. When collected, you can view the performance metrics data in the Metrics analyzer and device or application view.\n      - [Alert rules](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/dex-metrics-metric-rules-management.md) -- Create, activate, and edit alert rules for your organization.\n        - [Creating a metric rule](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/create-metric-rules.md) -- You can create a metric rule to establish criteria and thresholds for performance metrics, enabling timely alerts and proactive system management.\n          - [Specify metric rule CI](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/specify-metric-rule-applications.md) -- Choose an application or device and define filter conditions for the metric rule.\n          - [Define alert criteria](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/define-alert-metric-criteria.md) -- Specify alert metric criteria by choosing alert severity, defining thresholds, and specifying conditions for when the alert must be triggered.\n          - [Add an alert action](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/add-alert-action.md) -- Set up an alert action with Proactive Engagement for Digital End-User Experience to detect the digital experience issues and automate resolution actions.\n          - [Define alert rule name and status](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/define-alert-name-state.md) -- Define alert rule attributes, including the name and state, such as active or inactive.\n        - [Creating an event rule](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/creating-an-event-rule.md) -- You can create an event rule to establish criteria and thresholds for performance, enabling timely alerts and proactive system management.\n          - [Select event rule filters](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/event-rule-select-filters.md) -- Configure filtering criteria for event rules to target specific devices and users. Use filters to control which events trigger alerts based on operating system, location, department, or custom conditions.\n          - [Define alert criteria](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/define-alert-criteria-event.md) -- Specify the event alert criteria by choosing the alert severity, defining thresholds, and specifying conditions for when the alert must be triggered.\n          - [Define alert rule name and status](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/define-alert-name-state.md) -- Define alert rule attributes, including the name and state, such as active or inactive.\n        - [Edit alert rules](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/edit-metric-rules.md) -- Modify alert rules to fine-tune monitoring criteria and thresholds.\n        - [Activate or deactivate alert rules](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/activate-metric-rules.md) -- Activate or deactivate alert rules to streamline monitoring and adapt to changing needs, enhancing operational efficiency.\n        - [Delete alert rules](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/delete-metric-rules.md) -- Remove alert rules to adjust monitoring criteria and thresholds.\n      - [Collecting DEX metrics](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/managing-metrics-collection.md) -- Manage which Digital End-User Experience (DEX) metrics are collected for a DEX agent policy. Stop collecting a metric, or change how frequently metrics are collected for specific criteria.\n        - [Change metrics collection frequency](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/change-metrics-collection-frequency.md) -- Change how often the DEX metrics are collected for specific criteria.\n        - [Create a child policy](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/modify-collected-metrics.md) -- Turn off an existing DEX metric for certain configuration item (CI) criteria by creating a child policy.\n        - [Enable offline monitoring](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/enable-offline-monitoring.md) -- Enable offline monitoring so that metrics collected on a device while it's disconnected from the instance are automatically resent once the device reconnects.\n      - [Managing DEX Agent policy](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/dex-agent-policy.md) -- Create and manage agent policies for your organization based on the device criteria defined to manage the DEX metrics that are tracked.\n        - [Create an agent policy](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/create-agent-policy.md) -- Create an agent policy by configuring a filter that determines the Configuration Items (CI) to run the checks and the metrics that are collected.\n      - [DEX remedial actions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/dex-remedial-actions.md) -- Create and manage your custom remedial actions from Check Definitions.\n        - [Remediate an issue on the device](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/remediate-issue-device.md) -- You can create a remedial action or modify an existing one once you configure the remedial action framework. Remedial action enables you to trigger an action on the impacted device.\n        - [Create a remedial action](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/create-remedial-action.md) -- Create your custom remedial actions from Check Definitions to resolve end-point related issues using Playbook.\n        - [Trigger remedial actions from flows](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/Trigger-ra-flow.md) -- Trigger DEX remedial actions from a flow in Workflow Studio to remediate issues on a device.\n          - [Execute a remedial action subflow](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/execute-remedial-action-subflow.md) -- Use the Execute remedial action subflow to run a DEX remedial action on a device, and test it in Workflow Studio.\n          - [Execute remedial action subflow inputs and outputs](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/execute-remedial-action-subflow-reference.md) -- The Execute Remedial Action subflow runs a DEX remedial action on a device. This topic describes its inputs, outputs, the conditions that prevent a run, and its messages.\n        - [Creating a PowerShell remedial action](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/remedial-actions-ps.md) -- A custom remedial action can be created using a PowerShell script packaged in an Agent Client Collector (ACC) plugin and executed on endpoint devices through a check definition.\n          - [Create an ACC plugin package](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/create-acc-plugin-structure.md) -- Package a PowerShell script, a Ruby script, and an execution allowlist into an Agent Client Collector (ACC) plugin to run remedial actions on endpoints from the platform.\n          - [Sign ACC plugin](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/sign-verify-plugin.md) -- Create a self-signed certificate for an Agent Client Collector (ACC) plugin and verify the signature to enable validation of the signed plugin on endpoint devices.\n          - [Create check definition for remedial action](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/create-check-def-remedial-actions.md) -- Create a check definition and link it to the Agent Client Collector (ACC) plugin to enable the ACC agent to run a custom remedial action.\n          - [Test a check definition](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/test-check-def.md) -- Test a check definition on an endpoint device to verify that the Agent Client Collector (ACC) plugin is linked and the custom remedial action defined in the script runs successfully.\n        - [DEX system tables for remedial actions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/dex-sys-table-ra.md) -- Definitions for any remedial action are predetermined based on the rules and criteria that store configuration settings for remedial actions. Each execution of the remedial action is maintained in the DEX tables to track the progress of remedial action executions.\n        - [Terminate a process on your device](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/terminate-device-app.md) -- Terminate a process on your device to boost performance and free up valuable resources for smoother operation.\n        - [Manage remedial actions in DEX device page Playbook](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/manage-devices-remedial-actions-playbook.md) -- Use the Playbook Experience to view current and past remedial actions executed from different sources, and monitor or cancel actions initiated from the device page Action library.\n      - [Event monitoring with DEX](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/event-monitoring-dex.md) -- DEX collects and analyzes system events from managed devices so that you can detect issues, set alert thresholds, and investigate incidents faster. You can monitor system-level events across endpoints and take action before issues impact employees.\n        - [Add an event to monitor](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/add-event-to-monitor.md) -- Add a custom event to extend monitoring beyond the base events using the Event Log Monitoring Config table.\n      - [Non-persistent VDI monitoring configuration](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/monitoring-np-vdis.md) -- Monitor non-persistent Virtual Desktop Infrastructures (VDIs) with Digital End-User Experience (DEX) so your organization can track performance issues and troubleshoot device and application performance.\n        - [Install ACC on the reference device](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/install-acc-on-np-vdi-golden-image.md) -- Install Agent Client Collector (ACC) on the reference device used to create the non-persistent VDI golden image. The mid-less installation method, combined with the LOCALUSERNAME=\"SYSTEM\" parameter and a non-persistent setting in acc.yml, configures the agent to operate correctly across copied VDI sessions.\n        - [Prepare the reference device for the golden image](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/prepare-np-vdi-golden-image.md) -- Remove the registration certificate, agent identifier, cached databases, and logs from the reference device before sealing it as a golden image. This cleanup confirms that each VDI duplicated from the image registers with a unique identity on first start.\n        - [Manage logon and logoff scripts](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/configure-np-vdis.md) -- Configure logon and logoff scripts in a non-persistent VDI pool to control how the MID Server starts and stops during virtual desktop sessions.\n      - [DEX Insights](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/dex-insights-and-lists.md) -- DEX enables visibility and insight into the state and performance of the user applications and devices. You can view system compliance, manage files, and perform other operations as needed.\n        - [Set up Windows registry keys](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/set-up-win-registry-keys.md) -- Track and manage the Windows registry keys that are configured for monitoring with DEX on end-user devices.\n        - [Set up file management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/set-up-file-mgmt.md) -- Set up files you want to track and manage with DEX on your organization devices. For example, you can identify and remove any dangerous .exe files that pose a security risk.\n        - [Manage your system compliance report](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/manage-compliance-report.md) -- Configure the DEX policy metrics and the applications to monitor for your organization's compliance report. Set up the compliance-related rules and actions for your organization's devices based on defined thresholds.\n      - [Set up Desktop Assistant](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/config-dex-desktop-exp.md) -- Configure Desktop Assistant so employees can access self-service tools, support channels such as Employee Center and Virtual Agent, and notifications about outages and announcements directly from their desktop.\n        - [Download and install](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/download-desktop-experience.md) -- Download and install Desktop Assistant by using operating system-specific installer commands, Desktop Assistant installers, or endpoint management solutions.\n          - [Download installer for Windows](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/download-desktop-exp-win.md) -- Download the Desktop Assistant installer on your Windows device to install the Desktop Assistant application.\n          - [Download installer for macOS](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/download-desktop-exp-mac.md) -- Download the Desktop Assistant installer on your macOS device to install the Desktop Assistant application.\n          - [Update URL in configuration file](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/update-da-instance-url.md) -- As a system administrator, update the instance URL in the Desktop Assistant configuration file to automatically populate the Desktop Assistant login page instance URL on devices where it is installed.\n        - [Configure OAuth](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/configure-oauth-details.md) -- Edit the Open Authorization (OAuth) field values to update OAuth client application details.\n        - [Uninstall](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/uninstall-desktop-assistant.md) -- Uninstall Desktop Assistant effortlessly using single-line commands for a clean system.\n        - [Customize home page](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/change-home-page-title.md) -- Modify the Desktop Assistant home page as required.\n        - [Customize theme](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/customize-da-theme.md) -- Customize themes for the Desktop Assistant application by applying available themes or modifying specific theme CSS variables to align with your organization's branding.\n        - [Enable or disable notifications](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/enable-notification.md) -- Enable notifications to stay informed and engaged receiving timely updates and notifications about important events and activities within the system.\n        - [Customizing Desktop Assistant notifications using API parameters](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/customizing-da-notifications-api.md) -- Administrators can send customized Desktop Assistant notifications to specific users by using the DesktopAppNotificationUtils script include with a set of notification parameters.\n          - [Send a Desktop Assistant notification from server-side script](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/send-da-notifications-from-script.md) -- Use DesktopAppNotificationUtils to send Desktop Assistant notifications to users from a server-side script.\n          - [Troubleshoot Desktop Assistant notification delivery](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/resolve-da-notification-issues.md) -- Check notification records, queue processing, event handling, logs, and the endpoint client to identify why Desktop Assistant notifications aren't delivered.\n        - [Enable Virtual Agent or chat](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/enable-va-chat.md) -- Enable Virtual Agent to find solutions to your queries quickly and seamlessly, without having to wait on hold or speak with an agent by phone.\n        - [Create a hyperlink card](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/create-hyperlink-card.md) -- Create a hyperlink card in Desktop Assistant to provide direct access to a targeted site, page, or records.\n        - [Map a card to a section](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/map-card-section.md) -- Map cards to sections to specify which cards appear under each section in the Desktop Assistant home page, and the order in which they are displayed.\n        - [Delete a card](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/delete-card.md) -- Delete a card from the Desktop Assistant home page when you no longer need it.\n        - [Add a section](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/add-home-page-section.md) -- Add a section to the Desktop Assistant home page to organize related cards under that section for easy navigation.\n        - [Delete a section](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/delete-home-page-section.md) -- Delete a section from the Desktop Assistant home page when you no longer need it in.\n      - [Configuring DEX for Microsoft 365](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/configuring-dex-for-microsoft-365.md) -- DEX for Microsoft 365 gets installed automatically when you install Digital End-User Experience.\n        - [Register a custom application in Microsoft Azure portal](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/register-a-custom-application-ms-azure-portal.md) -- Provide authorization for the ServiceNow instance by registering a custom application with Azure Active Directory.\n        - [Configure a connection for DEX for Microsoft 365](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/register-dex-for-microsoft-365-as-oauth-pvdr.md) -- Add and configure the Microsoft Teams connections to authenticate ServiceNow requests in the DEX for Microsoft 365.\n      - [Configuring DEX for Zoom](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/configuring-DEX-for-Zoom.md) -- The DEX for Zoom gets installed automatically when you install Digital End-User Experience.\n        - [Create a connected Zoom application](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/create-a-connected-zoom-app.md) -- Create a connected application in your Zoom account to establish an OAuth 2.0 level of authentication between the Zoom APIs and the DEX for Zoom on the ServiceNow AI Platform. After creating the connected app, you can add scopes that enable you to perform different actions from the DEX for Zoom.\n        - [Add Zoom connection](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/add-zoom-connection.md) -- Use the information generated during Zoom account configuration to register DEX for Zoom as an OAuth provider and enable the instance to request OAuth 2.0 tokens. Add the Zoom connection in Workflow Studio to perform actions in Zoom.\n      - [DEX Alerts](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/dex-alerts.md) -- Digital End-User Experience (DEX) Alerts provide details on the active alerts, their severity, impacted services, and the duration.\n        - [Incidents from alerts](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/incident-from-alert.md) -- An agent or IT operator creates an incident from the DEX alerts which is addressed by the L1 agent.\n        - [DEX alert grouping](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/alert-grouping.md) -- When several alerts are triggered from events governed by the same metric rule in DEX, the alert grouping mechanism automatically consolidates them. This mechanism reduces the need for users to manage individual alerts, streamline their response process, and enable faster issue resolution.\n        - [Deactivate DEX alert grouping](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/deactivate-alert-group.md) -- Deactivate DEX alert grouping to enable individual alert visibility, aiding in detailed analysis and targeted response.\n      - [Advanced configuration](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/dex-advanced-configuration.md) -- Advanced configuration options provide additional customization capabilities beyond standard settings. These options allow you to fine-tune system behavior and optimize performance for specific organizational requirements.\n        - [Convert application source to DEX](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/convert-app-source-to-dex.md) -- Convert a Visibility Content application to DEX monitoring. After conversion, the application is managed in the Application and Device Health system.\n        - [Map a device user to a ServiceNow DEX user](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/map-a-device-user-to-a-servicenow-dex-user.md) -- Complete this procedure to map a device user to a DEX user so you can notify the user about any of the device metrics breaching a predetermined threshold.\n        - [Device location determination](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/location-determination.md) -- Identify and determine the number of impacted devices based on the location by defining a custom logic.\n        - [Set up a proxy server](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/configure-acc-to-use-proxy.md) -- Configure the Agent Client Collector (ACC) to use a proxy for all traffic by setting environment variables. Using a proxy helps you enhance security, monitor and control internet usage, improve performance through caching, protect privacy, and enforce compliance with your organization's policies.\n        - [Switch ACC to another instance](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/convert-agent-instance.md) -- Switch Agent Client Collector (ACC) to a different instance.\n        - [Configure MID-less ACC](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/configure-acc-midless.md) -- Use a single-line command to set up a MID-less Agent Client Collector. You can also use the single-line command to migrate agents configured with a MID Server to have a MID-less configuration.\n        - [Convert to MID-less ACC](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/convert-midbased-acc.md) -- Convert MID-based Agent Client Collector (ACC) to MID-less ACC by adjusting the configuration in acc.yml, decoupling from a specific MID to enhance flexibility and adaptability.\n        - [Sudo banner validation](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/sudo-banner-validation.md) -- Sudo banner validation flags missing sudo permissions on managed devices so you know when the DEX agent's capabilities are limited.\n          - [Configure sudo banner exclusion list](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/configure-sudo-banner-exclusion-list.md) -- Add the appropriate commands to the sudo banner exclusion list so the system doesn't flag it.\n    - [Monitor](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/use-dex-console.md) -- Application and Device Health is a powerful solution for monitoring and managing your IT environment from an end-user perspective. It offers a variety of features that provide valuable insights into how users interact with the technology they rely on every day.\n      - [DEX Application and Device Health pages](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/accessing-pages.md) -- Get information and entry point into different Digital End-User Experience Application and Device Health features by exploring tabs within the application.\n        - [Landing page](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/dex-workspace-dashboard-tab.md) -- The DEX landing page serves as the starting point for the information on the total number of alerts, impacted devices, and a device world map.\n        - [DEX Insights](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/dex-workspace-insights-tab.md) -- The Digital End-User Experience (DEX) Insights tab provides access to the battery health, compliance, system performance, and system time reports, enabling you to track user devices and take remedial actions. Use the Insights reports to gain early information about issues before they can slow down the users.\n        - [Applications](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/dex-workspace-application-tab.md) -- Manage the active applications in your organization to enhance user productivity and engagement. The Application list serves as a central hub, offering visibility into monitored applications. Access details such as the name of an application, its type, the number of alerts and incidents associated with each of those applications, and impacted users.\n        - [Devices](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/dex-workspace-devices-tab.md) -- Access the Device tab to obtain detailed information on each device, including user assignment status, last login timestamp, matching assignments, device status, active alerts, and incidents.\n        - [Device details](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/dex-workspace-user-details.md) -- Device details in Service Operations Workspace provide operational status and configuration information for devices in your environment. Use this view to review asset tags, serial numbers, model IDs, manufacturers, and connected component details for a selected device.\n        - [DEX Administration](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/dex-workspace-administration-tab.md) -- The DEX Application and Device Health Administration tab provides you with essential tools to manage and monitor the system.\n      - [Open DEX](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/open-dex-workspace.md) -- DEX Application and Device Health provides proactive visibility into your organization's end-user experience and helps you diagnose issues. Use features such as application and user navigation and trend analysis to identify the root cause of an issue.\n      - [Monitor system performance](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/monitor-system-performance.md) -- Monitor your organization's system performance effectively by tracking CPU, memory, disk, and I/O metrics. This helps prevent application bottlenecks and verifies resource availability. Disk performance monitoring identifies potential storage issues, such as slow read or write speeds, while I/O monitoring helps detect delays in data transfer.\n      - [View actions in Action Library](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/view-actions-in-actions-library.md) -- View and use various services available for a device in the Digital End-User Experience Action Library.\n      - [Monitor apps network](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/monitor-user-apps-network.md) -- Monitor your app's network to ensure top performance, reduce latency, and improve security. Track key metrics to spot issues early, optimize resource use, and fix problems before they impact users.\n      - [View installed application metrics](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/view-installed-app-metrics.md) -- View and monitor the CPU and memory usage of your applications to optimize performance and promoting efficient resource allocation.\n      - [View web application metrics](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/view-web-app-metrics.md) -- View metrics of a web application to get a comprehensive view of the performance of the application. Tracking these metrics over time can help you gauge the impact of changes made to the application and monitor its long-term performance.\n      - [Create an insights report](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/create-insights-report.md) -- Build and run custom reports to uncover insights across your digital workspace. Use the capability to generate reports on any of the performance metrics on a device or application.\n      - [Trigger bulk remediation from Insights](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/trigger-bulk-remediation-insights.md) -- Trigger a remedial action on multiple devices simultaneously from the Insights page.\n      - [View remedial action execution](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/view-remedial-action-execution.md) -- Monitor in-progress and completed remedial actions across all devices from the Remedial action executions page in DEX Administration.\n      - [View collected metrics with Metrics analyzer](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/view-dex-metrics.md) -- Use the Metrics analyzer to view metrics collected for a given device or application during a specific time.\n      - [MCM monitoring overview](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/mcm-monitoring-overview.md) -- Microsoft Configuration Manager (MCM) monitoring provides estate-level visibility into MCM client health across all managed devices.\n        - [View client health with MCM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/view-client-health-with-mcm.md) -- View client health metrics with the Microsoft Configuration Manager (MCM) application. The metrics include MCM metrics by device count, MCM versions installed on user devices, and device count where MCM action hasn't run in the last 24 hours.\n      - [View web application URL](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/view-app-url.md) -- View the domain or web address of a web application to access the application and use it effectively.\n      - [View agent policies](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/view-agent-policies.md) -- View the agent policies used during check runs on the associated Configuration Items (CI).\n      - [Microsoft Teams call quality monitoring overview](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/microsoft-teams-call-quality-monitoring-overview.md) -- Analyze user‑level call performance for Microsoft Teams. View call quality, network metrics such as jitter and packet loss, and session details to identify and fix communication issues.\n        - [Monitor Microsoft Teams call quality](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/monitor-teams-call-quality.md) -- Enable advanced monitoring of Microsoft Teams call quality with DEX for Microsoft 365. Track and analyze call performance for a specific user.\n      - [Zoom call quality](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/monitor-zoom-call-quality-using-dex.md) -- View detailed metrics for the Zoom calls made by users assigned to this device or logged in within the past 15 days.\n      - [View Zoom room metrics](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/view-zoom-room-metrics.md) -- View detailed metrics for your organization's Zoom rooms using DEX.\n      - [View system compliance](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/view-device-compliance.md) -- View whether the devices are adhering to your organization's application and policy compliance rules. Use this data to identify potential security risks.\n      - [Use metric rules for DEX](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/metric-rules.md) -- Metric rules set criteria and thresholds, triggering alerts when performance metrics deviate from specified parameters and facilitating effective system monitoring and management. This comprehensive approach to generating alerts enables you to identify and address potential issues, which helps enhance system reliability and operational efficiency.\n        - [View metric rules alerts](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/view-metric-rules-alert.md) -- Easily track performance insights with alerts from metric rules.\n    - [Resolve](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/resolve-issues-proactively-dex.md) -- Use ServiceNow, Inc. Digital End-User Experience (DEX) to detect and resolve device and application issues before users report them, reducing disruptions and improving the end-user experience.\n      - [Real-time proactive resolution](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/proactive-resolution-real-time.md) -- Use metric rules, alerts, and auto-correction scripts to detect and remediate device and application issues within minutes, before users are affected.\n      - [Non-real-time proactive resolution](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/proactive-resolution-non-real-time.md) -- Use reports, dashboards, and scheduled jobs to periodically detect and remediate device issues that require aggregated or configuration data, such as system compliance, battery health, and DEX Score trends.\n    - [Use DEX AI capabilities](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/dex-agentic-workflows.md) -- Use the Digital End-User Experience (DEX) agentic AI workflow for general device incident diagnosis and resolution, or use specific AI skills to investigate and resolve targeted issues.\n    - [Desktop Assistant](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/use-dex-desktop-exp.md) -- Use DEX Desktop Assistant to get quick access to self-service and diagnostic tools, notifications about outages and announcements, and support resources.\n      - [Open and log in](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/open-desktop-exp.md) -- Open and log in to Desktop Assistant to get quick access to self-service tools, network tests, important notifications, and support resources.\n      - [Desktop Assistant notifications](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/da-push-notifications.md) -- Desktop Assistant notifications enable your organization to communicate important updates to end users instantly, regardless of their device activity. This feature enables delivering critical information, supporting Major Incident Management and Proactive Engagement.\n        - [Customize recipient list for Major Incident Management updates](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/recipient-lists-for-mim.md) -- Customize the base system recipient list for Major Incident Management updates based on application usage.\n        - [View notifications](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/view-notifications.md) -- View notifications to stay up to date with important information and events in real time.\n      - [Chat using ServiceNow Otto in Virtual Agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/chat-using-now-assist.md) -- Use Digital End-User Experience (DEX) Virtual Agent to access a convenient chat-based support powered by ServiceNow Otto to find answers and guidance.\n      - [Test device network connection](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/test-internet-connection.md) -- Test your device's network connectivity to evaluate its performance. If the performance is below average, running a speed test helps diagnose if the issue is with your device or your Internet service provider.\n      - [Open Employee Center](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/open-employee-center.md) -- Open Employee Center from Desktop Assistant to access a unified portal for finding information, getting help, and requesting services.\n      - [View outages](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/open-outages.md) -- View outages to identify potential task hazards and plan your work accordingly. Outages can be planned, unplanned, or related to service degradation.\n      - [View Desktop Assistant usage metrics](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/view-da-usage-metrics.md) -- As a DEX administrator, view Desktop Assistant usage metrics of end users.\n    - [Reference](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/dex-reference.md) -- These reference sections provide more information about monitoring and managing your devices and apps with Digital End-User Experience and its components.\n      - [DEX Application and Device Health reference](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/dex-console-reference.md) -- Reference topics provide additional information about the cards, lists, and forms that helps you to configure and use DEX Application and Device Health.\n        - [Installed with DEX](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/components-installed-with-dex.md) -- Several types of components are installed with activation of the DEX application [sn_dex] plugin, including user roles and tables.\n        - [Browser extension permissions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/dex-browser-extension-permissions.md) -- The DEX browser extension requests specific browser permissions to measure the performance, availability, and usage of monitored web applications. Each permission is limited to the minimum access required for that measurement purpose.\n        - [Landing page cards](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/dashboard-cards.md) -- The landing page cards provide a visual summary of active and impacted devices, and alerts for monitored applications, facilitating efficient data analysis across various categories.\n        - [DEX remedial actions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/dex-diff-ra.md) -- ServiceNow Digital End-User Experience (DEX) provides base system remedial actions to resolve issues on DEX monitored devices.\n        - [DEX Insights reports](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/insights-reports.md) -- The Digital End-User Experience (DEX) Insights tab provides reports on the user device battery health, system compliance, system performance, and system time, which enables efficient monitoring and issue identification.\n        - [Custom insights report form](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/custom-report-form.md) -- Custom insights report gives you an ability to create a custom insights report for metrics collected across your digital space.\n        - [Applications list](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/application-form.md) -- It provides details about an application, including its Name and classification as either an installed or Web-based application, counts of alerts and incidents, and Impacted devices.\n          - [Web application — Overview page](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/web-application-overview-form.md) -- The overview page for a Web application provides information on the active alerts, active devices, active incidents, current impacted devices, and the average-to-resolve time for the incidents.\n          - [Web application — Performance page](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/web-app-health-form.md) -- Monitoring application performance helps detect and resolve issues before they affect users. Use performance data to identify bottlenecks, troubleshoot problems, and verify that the application behaves as expected.\n          - [Web application — Devices page](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/web-app-users-form.md) -- The Active devices and Impacted devices lists display device details, recent user login information, login location, and last application access time. Use this data to review security posture, manage access control, and analyze usage patterns.\n          - [Web application — Trends page](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/web-app-trends-form.md) -- The trends page displays alert trends, average page load time, average response time, failed web request metrics, total usage, and mean time to resolve incidents. Use this data to evaluate system performance and identify areas for improvement.\n          - [Installed application — Overview page](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/installed-application-overview-form.md) -- The overview page for an installed application provides information on the active alerts, active incidents, current impacted devices, and the average-time-to-resolve for the incidents. Tracking the total active incidents can help you to monitor and manage the overall health of the application.\n          - [Installed application — Performance page](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/installed-app-health-form.md) -- The installed application performance section presents details on the location and app version, total number of crashes and freezes, the CPU, memory, and I/O performance information.\n          - [Installed application — Client health page](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/installed-application-client-health-page.md) -- The installed application Client health section presents details on the devices on which the Microsoft Configuration Manager (MCM) policy has run.\n          - [Installed application — Devices page](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/installed-app-users-form.md) -- The devices lists capture data regarding All devices, Active devices, and Impacted devices. This information helps with security and access control, as well as providing insights into user behavior and application usage.\n        - [Application and Device Health usage monitoring](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/adh-monitoring.md) -- You can monitor how your end users are using application health and device health.\n        - [Devices list](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/devices-form.md) -- The Devices page provides information on your organization devices, the device assigned user, last login, matching assignments, status, active alerts, and incidents.\n        - [Device details pages](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/user-device-details-pages.md) -- The device details provide a comprehensive view of device health, including alerts, incidents, battery status, and hardware details. It also tracks applications, running processes, app and device performance, battery, and Wi-Fi data. Network monitoring offers connection details, performance metrics, device metrics, network experience, and access. Additionally, you can access custom queries for more detailed insights.\n          - [Device health page](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/user-health-card.md) -- The health of a device includes critical device specifics like type, name, OS, model, location, and CPU. Additionally, it includes metrics like device and battery health, events from the last 24 hours, OS details, pending updates, incident, and alert specifics.\n          - [Applications page](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/user-applications.md) -- View essential details for managing applications such as application name, version, type, number of incidents, alerts, and impacted devices.\n          - [Running processes page](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/user-running-process-cards.md) -- Observe running process metrics to gain insights into how running processes are performing and identify performance bottlenecks or issues that might be impacting the digital experience.\n          - [Application performance pages](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/user-application-metrics-cards.md) -- Access performance and usage data for a specific application to evaluate its efficiency, identify bottlenecks, and make informed optimization decisions.\n          - [Advanced app metrics page](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/adanced-app-metrics-page.md) -- Access the advanced app metrics for the Microsoft Configuration Manager (MCM).\n          - [Device metrics page](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/user-device-metrics.md) -- Access real-time metrics like CPU, memory, disk usage, I/O operations, battery, and energy consumption for insights into system resource utilization, performance, and improvement areas.\n          - [Network experience pages](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/network-experience-pages.md) -- The Network experience pages display information about multiple facets of the network configuration. This information includes connection details, stability metrics, path metrics, and live application hops.\n          - [Access page](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/user-logins-card.md) -- View essential user login details, including the user name, user type, login type, the timestamp of the last login, and the host. By displaying these crucial pieces of information, users can easily identify themselves, understand their assigned user type and login method, and effectively manage their login information.\n        - [Administration cards](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/administration-cards.md) -- Use the administration cards to monitor and manage applications, policies, users, administrators, metric rules, and devices with Agent Client Collector installed. View compliance policies and manage DEX users and administrators from a single location.\n          - [Application management card](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/app-mngmt-card.md) -- The Application management card shows the list of the used applications, application type, end-user OS, and whether an application is included in the metrics or compliance monitoring.\n          - [New web or installed application form](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/admin-new-app-form.md) -- Using a custom form, you can add an application to be monitored for compliance or performance metrics.\n          - [Edit web or installed application form](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/admin-edit-app-form.md) -- Using a custom form, you can edit an application to be monitored for compliance or performance metrics.\n          - [Metric rules page](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/metric-rule-form.md) -- The metric rules page shows information about a specific rule, including its name, CI type, application name, alert severity, and alert status.\n          - [Agent policies list](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/agent-policies-list.md) -- The agent policies list shows information about each agent policy including its name, status, cron expressions, and updated time.\n        - [Metrics analyzer form](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/metrics-analyzer.md) -- DEX Metrics analyzer provides you with an ability to look up metrics collected for specific devices and applications.\n        - [New DEX event form](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/new-dex-event-form.md) -- The New record form for DEX event monitoring enables you to add events to monitor.\n        - [Event configurations installed with DEX](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/event-log-monitoring-configs-installed-with-dex.md) -- The Application and Device Health plugin (com.sn_dex) installs 20 event log monitoring configurations that are active by default. Use this reference to identify the monitored events, log sources, and matching criteria for Windows and macOS devices.\n        - [Non-persistent VDI reference](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/non-persistent-vdi-scripts.md) -- Find the Agent Client Collector mid-less installation command syntax, logon and logoff script file names and locations, and an installation command example when setting up a non-persistent VDI golden image.\n        - [Metrics monitored by DEX on macOS](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/metrics-monitored-by-dex-macos.md) -- Review the endpoint performance and compliance metrics that DEX collects from managed macOS devices, including collection intervals, and associated check definitions and policies.\n        - [Metrics monitored by DEX on Windows](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/metrics-monitored-by-dex-windows.md) -- Review the endpoint performance and compliance metrics that DEX collects from managed Windows devices, including collection intervals, and associated check definitions and policies.\n        - [Metrics monitored by DEX for Zoom](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/metrics-monitored-by-dex-for-zoom.md) -- View the zoom metrics that appear in Summary and call quality metrics tabs.\n        - [Zoom call quality metrics on the Details page](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/call-quality-metrics-monitored-by-dex-for-zoom.md) -- View the granular call quality metrics for on the Details page.\n      - [DEX Content Playbook reference](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/dex-content-playbook-reference.md) -- Reference topics provide additional information about policies and check definitions provided by DEX Content Playbook.\n        - [DEX policies for macOS](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/dex-policies-mac.md) -- Policies for macOS are guidelines and rules to promote that the application is used in a consistent, secure, and conforming manner. DEX policies your organization to reduce the risk of data breaches, improve data quality and accuracy, and optimize application performance and availability.\n        - [DEX policies for Windows devices](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/dex-policies-windows.md) -- Policy reference for DEX monitoring on Windows devices. Use this reference to understand available check instances, frequencies, and parameters for application, network, and device monitoring.\n        - [DEX policies for persistent VDIs](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/dex-policies-persistent-vdis.md) -- Policy reference for DEX monitoring on Windows persistent Virtual Desktop Infrastructures (VDI). Use this reference to understand available check instances, frequencies, and parameters for application, network, and device monitoring.\n        - [DEX policies for non-persistent VDIs](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/dex-policies-np-vdis.md) -- Policy reference for DEX monitoring on Windows non-persistent (NP) Virtual Desktop Infrastructures (VDI). Use this reference to understand available check instances, frequencies, and parameters for application, network, and device monitoring.\n        - [DEX check definitions for macOS](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/dex-check-definitions-mac.md) -- Check definitions for macOS are predetermined sets of rules and criteria that assess the performance, security, and conformance of macOS devices. These checks can cover various aspects such as CPU usage, memory usage, battery details, and firewall status.\n        - [DEX check definitions for Windows](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/dex-check-definitions-windows.md) -- Check definitions for Windows are predetermined sets of rules and criteria that assess the performance, security, and conformance of Windows devices. These checks can cover various aspects such as CPU usage, memory usage, network tests, network bytes, and logged-in users.\n      - [DEX Desktop Assistant reference](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/dex-desktop-experience-reference.md) -- Reference topics provide additional information about forms and dashboard that you use to configure and administer Desktop Assistant.\n        - [Usage metrics](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/dex-desktop-exp-dashboard.md) -- The usage metrics dashboard helps you track device connection status, user login status, application version, and the number of incidents created in the Desktop Assistant application. These metrics help you monitor activity between the application and your ServiceNow instance.\n        - [Components installed with Desktop Assistant](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/components-installed-with-desktop-assistant.md) -- Several types of components are installed with activation of the Desktop Assistant [sn_dex_desktop] plugin, including user roles and tables.\n        - [Application Registries form](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/application-registries-form.md) -- The Application Registries form presents elaborate data on the form's fields and their corresponding descriptions.\n        - [API parameters to configure Desktop Assistant notifications](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/api-parameters-to-customize-desktop-assistant-notifications.md) -- sendDANotification() method parameters in the DesktopAppNotificationUtils script include for configuring Desktop Assistant notifications.\n        - [Examples of Desktop Assistant notifications using DesktopAppNotificationUtils](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/examples-da-notifications-script-include.md) -- Examples showing the sendDANotification() method of DesktopAppNotificationUtils used to send a Major Incident Management (MIM) alert and a Proactive Engagement (PE) notification.\n        - [Theme variables](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/da-theme-variables.md) -- You can modify specific CSS variables to customize themes for Desktop Assistant.\n        - [Resolve screen loading error](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/resolve-loading-da-screen.md) -- \n      - [Digital End-User Experience properties and settings](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/dex-properties-settings.md) -- You can update the following Digital End-User Experience properties and settings to fit your needs. You must have the admin role to update these settings and properties.\n      - [Custom reporting on DEX tables](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/custom-reporting-dex-tables.md) -- You can use the following listed tables to generate a report for the required metrics on DEX.\n    - [Digital Experience Score](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-experience-score/dexscr-digital-experience-score.md) -- Digital Experience Score​ provides comprehensive insight into the digital experience of your employees, enabling you to identify areas of improvement to enhance overall employee experience.\n      - [Explore](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-experience-score/dexscr-exploring-dex-score.md) -- Learn more about Digital Experience Score​ (DEX Score) and review the benefits it can provide for different users in your organization.\n        - [Metric components](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-experience-score/dexscr-dex-score-defs.md) -- Learn more about the different qualitative and quantitative metrics in the Digital Experience Score​ dashboard, which provides end-to-end visibility into your employees' digital experiences.\n      - [Configure DEX Score](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-experience-score/dexscr-configuring-dex-score.md) -- Plan and configure your implementation of Digital Experience Score​.\n        - [Install DEX Score](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-experience-score/install-dex-score.md) -- You can install the Digital Experience Score​ application (sn_dex_score) if you have the admin role. The application includes demo data that you can load after the installation is complete. It also installs related ServiceNow Store applications and plugins if they are not already installed.\n          - [Load demo data](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-experience-score/dexscr-load-demo-data.md) -- Load the demo data for Digital Experience Score​ after installing the application.\n          - [Delete demo data](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-experience-score/dexscr-delete-demo-data.md) -- Delete the demo data for Digital Experience Score​ when you no longer need it.\n        - [Customize metric configurations](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-experience-score/dexscr-customize-dex-score-metric-defs.md) -- Customize the base system metric definitions based on your business requirements.\n        - [Define qualitative mapping for a metric](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-experience-score/dexscr-define-qlty-metric-score-mapping.md) -- Define mapping between the qualitative value and normalized score of a DEX Score metric according to your business needs.\n        - [Update survey configuration](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-experience-score/dexscr-set-survey-config.md) -- Update the survey configuration to identify the recipients, method, and timing for sending the DEX Score surveys.\n      - [Track experience scores](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-experience-score/dexscr-using-dex-score.md) -- Get insights into the digital experience of your employees using the Digital Experience Score​ dashboard. You can drill down into the device and application health data to create informed action plans if the employee experience needs improvement.\n        - [Track consolidated application experience scores](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-experience-score/dexscr-track-app-experience-score.md) -- Track and drill down into the quantitative and qualitative data on the Digital Experience Score​ dashboard to gain a comprehensive view into employee experiences of using work applications.\n        - [Track individual application experience scores](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-experience-score/dexscr-track-application-experience.md) -- Track and drill down into the quantitative and qualitative data of an application's metrics to gain a comprehensive view into employee experiences of using it.\n        - [Track consolidated device experience scores](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-experience-score/dexscr-track-device-experience-score.md) -- Track and drill down into the quantitative and qualitative data on the Digital Experience Score​ dashboard to gain a comprehensive view into employee experiences of using work devices.\n        - [Track individual device group experience scores](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-experience-score/dexscr-track-device-group-experience.md) -- Track and drill down into the quantitative and qualitative data of a device group's metrics to gain a comprehensive view into employee experiences of using the devices.\n      - [Digital Experience Score reference](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-experience-score/dexscr-dex-score-reference.md) -- Reference topics provide additional information about the lists and forms that you use to configure and administer Digital Experience Score​.\n        - [Installed components](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-experience-score/dexscr-installed-with-dex-score.md) -- Several types of components are installed with activation of the Digital Experience Score​ app, including tables and user roles.\n        - [Components installed with Digital Experience Feedback Survey](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-experience-score/dexscr-installed-with-survey-feedback.md) -- Several types of components are installed with activation of the Digital Experience Feedback Survey app, including tables and user roles. DEX Score uses the Digital Experience Feedback Survey application for configuring and storing survey information sent to employees.\n        - [System properties for DEX Score](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-experience-score/dexscr-dex-score-properties.md) -- Configure the system properties to enable DEX Score application and set the company level target for the digital experience score.\n        - [DEX Score metrics](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-experience-score/dexscr-metric-defs.md) -- List of the base system DEX Score metric definitions.\n        - [Metric definition form](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-experience-score/dexscr-dex-metric-def-form.md) -- Update the scoring details of a metric definition, enable or disable it, or specify whether it contributes to the overall DEX score.\n        - [Survey configuration form](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-experience-score/dexscr-score-survey-config-form.md) -- Update the configuration for sending the surveys to collect feedback from employees on the usage of applications and devices.\n        - [Metrics calculation](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-experience-score/dexscr-dex-score-metrics-calc.md) -- Learn more about how the metrics values are calculated in the Digital Experience Score​ dashboard.\n        - [Normalization formulas for metrics](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-experience-score/dexscr-dex-score-normalization.md) -- Learn how normalization adjusts individual scores of each metric to a common scale, enabling comparison across different metrics.\n        - [Data collection frequency](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-experience-score/dexscr-metric-data-load.md) -- Application and device health metrics are collected daily, weekly, and monthly from employees' devices, imported into the ServiceNow instance, and displayed on the Digital Experience Score​ dashboard.\n    - [Proactive Engagement](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/proactive-engagement/proactive-engagement-landing-page.md) -- Proactive Engagement assists organizations to improve employee productivity and satisfaction by proactively detecting and enabling employees to self-solve digital experience issues on a day-to-day basis.\n      - [Explore](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/proactive-engagement/exploring-proactive-engagement.md) -- It is a solution where the self-resolution remediation process is proactive, seamless, and consistent without the organization having to publish all solution sets.\n      - [Configure](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/proactive-engagement/configuring-proactive-engagement.md) -- Configure Proactive issue detection rules and resolutions so that employees can self-solve digital issues seamlessly.\n        - [Setting up Proactive Engagement](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/proactive-engagement/setting-up-proactive-engagement.md) -- Setting up Proactive Engagement enhances the issue resolution capabilities of the organisation to help employees resolve their digital experience issues.\n        - [PE Resolutions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/proactive-engagement/configuring-metric-rule.md) -- Metric rules help the organization by setting the criteria and trigger alerts when the device or the application monitored deviates from the specified metrics.\n        - [Email notification](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/proactive-engagement/email-notif.md) -- Email notification is one of the notification channel along with Desktop assistant and Virtual agent when you choose self-help instructions or URL as the resolution type.\n        - [User Criteria Settings](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/proactive-engagement/user-criteria-pe.md) -- User criteria settings details the settings in Proactive Engagement to group the users for certain conditions.\n      - [Use DEX Proactive Engagement](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/proactive-engagement/using-proactive-engagement.md) -- Proactive Engagement proactively detects digital experience issues on end-user devices and provides self-help resolutions that employees can run through Virtual Agent. When self-help doesn't resolve the issue, an incident is created as a fallback so that a service desk agent can take over.\n        - [Employee engagement experience through Proactive Engagement](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/proactive-engagement/employee-engagement-experience.md) -- This experience details the employee engagement through the Proactive Engagement application.\n        - [Agent experience through Proactive Engagement](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/proactive-engagement/agent-experience-pe.md) -- This experience details the agent experience through the Proactive Engagement application.\n        - [Proactive Engagement solution](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/proactive-engagement/proactive-engagement-solution.md) -- The base system solution detects and enables you to resolve high disk usage issues by providing a detailed self-help instruction specific to the operating system.\n        - [Metric rule triggering Proactive Engagement through alerts](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/proactive-engagement/metric-rule-triggering-pe-through-alerts.md) -- Metric rules create an alert based on its trigger criteria.\n        - [Proactive Engagement life-cycle management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/proactive-engagement/proactive-engagement-lcm.md) -- The Proactive Engagement application enables you to work in the life-cycle model to manage solutions that you own and to view solutions that may have an impact on services or products that you care about.\n      - [Proactive Engagement reference](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/proactive-engagement/proactive-engagement-reference.md) -- Reference topics provide additional information about the cards, lists, and forms that help you configure and use Proactive Engagement.\n        - [Components installed](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/proactive-engagement/components-installed-with-pe.md) -- Several types of components are installed with activation of the Proactive Engagement application (com.snc.self_remediation_framework), including user roles.\n        - [Resolution](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/proactive-engagement/resolutions.md) -- Resolution is information provided to the end user to self-solve the issue, or execute a remedial action on the end user device.\n        - [Remedial action](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/proactive-engagement/remedial-action.md) -- Remedial action is a framework. We need to install the remedial action framework to select remedial action as a resolution type.\n        - [Input parameters for Remedial action in Proactive Engagement](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/proactive-engagement/advanced-settings.md) -- Additional input parameters are listed based on the type of remedial action chosen. Advanced settings for each of those input parameters list the information of the input parameters of the selected remedial action.\n        - [Engagement Settings for Proactive Engagement](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/proactive-engagement/engagement-settings.md) -- It allows you to configure and define how an end user should be engaged to self-solve the issue.\n        - [Limitations](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/proactive-engagement/limitations-proactive-engagement.md) -- You must be aware of a few limitations when you create a new metric rule and choose the remedial action.\n        - [Use case](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/proactive-engagement/use-cases.md) -- This section lists some of the most common use cases in Proactive Engagement that are designed for seamless implementation and quick results. You can deploy these use cases that are tailored to some of the common challenges seen as required by your organization to meet your specific needs.\n    - [Digital End-user Experience Self-service](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-self-service/dex-self-service.md) -- Digital End-user Experience Self-service (DEX Self-service) enables you to monitor real-time performance of your devices and applications, and address detected issues by using suggested resolutions.\n      - [Explore](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-self-service/exploring-dex-self-service.md) -- Digital End-user Experience Self-service (DEX Self-service) enables you to monitor device health performance, view detected issues, and use suggestion resolutions to resolve issues.\n      - [Configure](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-self-service/configuring-dex-self-service.md) -- The DEX Self-service plugin gets installed automatically with the Digital End-User Experience application. This plugin provides the Device health check capability, enabling employees to check device health based on configurations set by DEX admins.\n        - [Activate Proactive Engagement resolutions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-self-service/activate-proactive-engage-resolutions.md) -- Review and activate base system Proactive Engagement resolutions to enable end users to self-solve device and application issues by using DEX Self-service.\n        - [Enable issue configurations](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-self-service/enable-dex-self-service-issues.md) -- Enable issue resolutions for DEX Self-service to enable end users to self-solve device, application, and connectivity issues.\n        - [Customize issue configurations](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-self-service/configuring-dex-self-service-issues.md) -- Customize device health categories, metric evaluation criteria, and resolutions for issues, to make sure that appropriate resolutions display in DEX Self-service and enable end users to self-solve issues.\n        - [Create issue configuration](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-self-service/create-dex-self-service-issue-configs.md) -- Create issue configurations for DEX Self-service to self-solve issues specific to your organization that are not included in the base system resolutions.\n        - [Configure categories and subcategories](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-self-service/configuring-dex-self-service-categories.md) -- Configure or customize device health categories and subcategories for issue configurations to enable end users in your organization to self-solve device, application, and connectivity issues by using DEX Self-service.\n        - [Device actions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-self-service/device-actions.md) -- Device actions enable end users to fix common device and application issues on DEX monitored devices. Selecting a device action runs the associated fix on the device.\n          - [Configure device actions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-self-service/configuring-dex-self-service-device-actions.md) -- Configure device actions that end users can trigger to maintain optimal device and application performance even when no issues are detected.\n          - [Create a custom device action](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-self-service/create-dss-device-action.md) -- Create a custom device action to provide a self-service option for end users to maintain optimal device and application performance even when no issues are detected.\n          - [Device action access and approval control](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-self-service/device-action-access-approval.md) -- Approval-based access helps control how sensitive device actions are triggered and supports authorized use of actions that impact device performance or system behavior.\n      - [Use DEX Self-Service](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-self-service/using-dex-self-service.md) -- Use Digital End-user Experience Self-service to monitor device performance using the Device health check feature available in Desktop Assistant and Employee Center, or conversationally through the ServiceNow Otto for ITSM Virtual Agent.\n        - [Check device health from Employee Center](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-self-service/check-your-device-s-using-employee-center.md) -- Monitor and resolve common device performance issues independently by using Device health check through the Employee Center portal.\n        - [Check device health from Desktop Assistant](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-self-service/check-your-device-s-health-using-desktop-assistant.md) -- Monitor and resolve common device performance issues independently by using Device health check through Desktop Assistant.\n        - [Monitor device health using Virtual Agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-self-service/check-your-device-s-health-using-now-assist-for-itsm.md) -- Use the ServiceNow Otto for ITSM Virtual Agent to monitor device performance, diagnose potential issues, and use suggested resolutions to address them.\n      - [DEX Self-service reference](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-self-service/dex-self-service-reference.md) -- Reference topics provide additional information about the cards, lists, and forms that help you configure and use DEX Self-service.\n        - [Installed components](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-self-service/components-installed-with-dex-self-service.md) -- Several components are installed with DEX Self-service.\n        - [Device health categories form](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-self-service/dex-self-service-categories-form.md) -- The DEX Self-service categories form presents elaborate data on the form fields and their corresponding descriptions.\n        - [Issue configuration field descriptions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-self-service/dex-self-service-issue-config-form.md) -- The DEX Self-service issue configuration form presents elaborate data on the form's fields and their corresponding descriptions.\n        - [Base system issue configurations](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-self-service/issue-config-in-dex-ss.md) -- DEX Self-service provides the following issue configurations in the base system.\n        - [Device actions form](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-self-service/dex-self-service-device-actions-form.md) -- The DEX Self-service device actions form presents elaborate data on the form's fields and their corresponding descriptions.\n        - [Base system device actions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-self-service/base-sys-device-actions.md) -- DEX Self-service includes these device actions in the base system.\n        - [Custom device action example](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-self-service/example-device-action.md) -- Creating a device action that enables employees to reconnect to their VPN on Windows devices and restore access to internal resources from Employee Center without contacting the service desk.\n        - [Device action execution states and offline behavior](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-self-service/device-actions-states.md) -- Execution state codes for device actions and how the platform handles actions triggered on offline devices.\n        - [Device action diagnosis and checks](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-self-service/device-actions-issues.md) -- Common device action symptoms, and the tables and configurations to check during diagnosis.\n        - [Device heath check calculation](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-self-service/Device-health-check-calculation.md) -- Device health calculation and categorization of performance as Good, Average, or Poor.\n    - [DEX for service desk agents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/dex-service-desk-agents.md) -- Diagnose and resolve issues on DEX monitored devices from an incident record or through the ServiceNow Otto panel. Use the Investigation tab or the diagnosis and resolution agentic workflow to identify and address device issues without leaving the incident context.\n      - [Incident diagnostics and suggested resolutions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/dex-diagnostics-guided-resolutions.md) -- Service desk agents can diagnose and resolve issues for Digital End-User Experience (DEX) monitored devices from an incident record by using DEX diagnostics and suggested resolutions.\n        - [Device health overview for incident investigation](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/device-health-metrics.md) -- View the overall health and related metrics for Digital End-User Experience (DEX) monitored devices as part of incident investigation with DEX.\n        - [Reviewing top processes by resource usage](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/process-snapshot.md) -- Reviewing the top processes by CPU and memory usage on Digital End-User Experience (DEX) monitored devices helps you identify processes causing device issues.\n        - [Suggested resolutions and remedial actions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/dex-suggested-resolutions.md) -- Review and execute suggested resolutions from the Investigation tab of incident records to resolve detected issues on DEX monitored devices.\n          - [Execute suggested resolutions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/review-apply-suggested-resolutions.md) -- Review and execute suggested resolutions from the Investigation tab of incident records to resolve detected issues on DEX monitored devices.\n          - [Run remedial actions from the Action library](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/remedial-actions-action-library.md) -- Run remedial actions from the Action library in incident investigation with DEX to resolve detected device and application issues.\n        - [Playbook for remedial actions in incident investigation](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/playbook-remedial-actions.md) -- The Playbook Experience displays current and past remedial actions executed from different sources. You can manage actions run from the Suggested resolutions or Action library within a DEX incident investigation page.\n          - [Manage remedial actions in DEX incident investigation Playbook](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/manage-incident-remedial-actions-playbook.md) -- View current and past remedial actions executed from different sources in the Playbooks panel. Monitor or cancel actions run from the Suggested resolutions or Action library within a DEX incident investigation page.\n        - [Incident field update work notes](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-end-user-experience-dex/ci-update-work-notes.md) -- When a configuration item (CI), Business Service, or Service Offering on an incident record is set to an item monitored by DEX, a work note is added automatically. Service desk agents use these notes to view monitoring context on the incident record.\n  - [Digital Portfolio Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-portfolio-management/dpm-landing.md) -- Manage and maintain all your solutions (services, service offerings, business applications, and service instances) from a single location using the ServiceNow Digital Portfolio Management (DPM) Workspace. DPM pulls in data from across the ServiceNow platform so you see impacts in the context of solutions that you own or care about.\n    - [Explore](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-portfolio-management/dpm-explore-cfw.md) -- Learn about the Digital Portfolio Management (DPM) Workspace features and benefits to manage all of your solutions in one place. Solutions in the context of DPM are services, service offerings, business applications, and service instances.\n      - [Homepage](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-portfolio-management/dpm-explore-landing.md) -- The Digital Portfolio Management (DPM) Workspace homepage is the starting point where you navigate to all aspects of your solutions and portfolios. You’re encouraged to personalize your Digital Portfolio Management (DPM) homepage so you can view and track the solutions that matter to you most.\n      - [Life-cycle management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-portfolio-management/dpm-lifecylce-management.md) -- The Digital Portfolio Management (DPM) Workspace enables you to work in the plan-build-run life-cycle model. You can manage solutions that you own and view solutions that may have an impact on services or products that you care about.\n        - [View service and service offering details](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-portfolio-management/dpm-service-details.md) -- View information about services and service offerings that may impact your solutions. Each Digital Portfolio Management (DPM) page presents the life-cycle phase information in tabs — Plan, Build, Run, and Info.\n        - [View business application details](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-portfolio-management/dpm-business-apps-details.md) -- View information about business applications that may impact your solutions. Each Digital Portfolio Management (DPM) page presents the business application life-cycle phase information in tabs — Plan, Build, Run, Risk, and Info.\n        - [View service instance details](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-portfolio-management/dpm-app-service-details.md) -- View information about service instances that may impact your solutions. Each Digital Portfolio Management (DPM) page presents the service instance life-cycle phase information in tabs, primarily Run and Info. The Risk tab displays when you have the Technology Lifecycle Management plugin [sn_apm_tpm] installed.\n      - [KPI groups](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-portfolio-management/dpm-configure-kpi.md) -- Define and configure the key performance indicator (KPI) groups in DPM that matter most to you. When you associate KPI groups with your services and applications, you can analyze their performance in a centralized area.\n      - [DevOps value stream metrics in Digital Portfolio Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-portfolio-management/dpm-devops-metrics.md) -- View key metrics related to the performance of your solutions in Digital Portfolio Management (DPM). If you manage your solutions in a DevOps model, then you can view DevOps data for your business applications as well as link to the DevOps Change Workspace directly from DPM.\n    - [Configure](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-portfolio-management/dpm-configure-cfw.md) -- Enable the Digital Portfolio Management (DPM) Workspace and configure the settings for your organization. Set it up to show data so you can monitor services, service offerings, business applications, and service instances. All configuration tasks require the DPM admin role [sn_dpm.dpm_admin].\n      - [Activate](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-portfolio-management/dpm-activate.md) -- The Digital Portfolio Management plugin is available from the ServiceNow ServiceNow Store.\n      - [Configure the Admin Center](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-portfolio-management/dpm-admin-center.md) -- The Admin Center in Digital Portfolio Management (DPM) provides administrators a guided walk-through to set up and configure the DPM Workspace for the organization. The provided information and configuration prompts enable visibility into the end-to-end service and application life-cycle.\n        - [Configure page headers](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-portfolio-management/dpm-configure-header-info.md) -- Configure the page header fields for your solutions in the DPM Admin Center. Your configuration determines how the header fields are displayed in the DPM Workspace.\n        - [Configure Info tab](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-portfolio-management/dpm-configure-info-tab.md) -- Show or hide various sections of the Info tab for your solutions in DPM. You can also configure the general information fields. Your configuration determines how the fields are displayed in the General info section of the Info tab in the DPM Workspace.\n        - [Configure scheduled email reports](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-portfolio-management/dpm-schedule-email-reports.md) -- Send periodic emails of KPI metrics to the DPM solution owners.\n        - [Configure personal portfolio solution cards](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-portfolio-management/dpm-configure-solution-cards.md) -- Configure the fields that display on the personal portfolio solution cards in the DPM Admin Center. Your configuration determines the fields that display on each solution card in the DPM Workspace.\n        - [View related records](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-portfolio-management/dpm-view-related-records.md) -- In the DPM Admin Center, you can see a comprehensive view of your business applications and service instances. You can see incidents, problems, and changes that are related to your business applications and incidents and changes that are related to your service instances.\n      - [CSDM guidelines](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-portfolio-management/dpm-csdm.md) -- Service data relates to each other using different applications and in different ways. Digital Portfolio Management (DPM) references the Common Service Data Model (CSDM) framework to bring service-related data together in a single view.\n        - [CSDM terms](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-portfolio-management/dpm-common-terms.md) -- Because both ServiceNow products of Digital Portfolio Management (DPM) and Service Portfolio Management closely align with the Common Service Data Model (CSDM), it's helpful to know the common terms when working in these applications.\n      - [Integrate Digital Portfolio Management with other ServiceNow applications](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-portfolio-management/dpm-integrations.md) -- Bring in data from other ServiceNow applications to see a comprehensive view of your solutions in the Digital Portfolio Management (DPM) Workspace. You can see data for services and service offerings, for business applications, and for service instances.\n        - [View service and service offering data in Digital Portfolio Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-portfolio-management/dpm-integrations-services.md) -- See service and service offering data in the context of your solutions in the Digital Portfolio Management (DPM) Workspace.\n        - [View business application data in Digital Portfolio Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-portfolio-management/dpm-integrations-biz-apps.md) -- See business application data in the context of your solutions in the Digital Portfolio Management (DPM) Workspace.\n        - [View service instance data in Digital Portfolio Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-portfolio-management/dpm-integrations-app-services.md) -- See service instance data in the context of your solutions in the Digital Portfolio Management (DPM) Workspace.\n      - [Configure KPI groups](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-portfolio-management/dpm-configure-kpi-groups.md) -- Configure key performance indicator (KPI) groups in Digital Portfolio Management (DPM) to surface performance information in the context of your organization's solutions.\n        - [Create KPI groups and mappings](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-portfolio-management/dpm-create-kpi-groups.md) -- Create key performance indicator (KPI) groups and mappings in Digital Portfolio Management (DPM) to monitor the overall health and progress of all your services and offerings.\n        - [Configure KPIs with example](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-portfolio-management/dpm-configure-kpi-availability.md) -- Configure key performance indicators (KPIs) in Digital Portfolio Management (DPM) to surface performance information in the context of your solutions. This procedure uses the example of configuring service availability to display the availability score in the Run life-cycle phase.\n        - [Copy a KPI group](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-portfolio-management/dpm-copy-kpi-group.md) -- Create a new key performance indicator (KPI) group by copying an existing KPI group in Digital Portfolio Management (DPM). All the KPI records, supporting KPIs, and mappings of the KPI group are copied as well. After you copy the KPI group, you can modify all aspects of it so the new group best fits your needs.\n        - [Update KPIs](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-portfolio-management/dpm-kpi-descriptions.md) -- You can update the key performance indicator (KPI) fields in Digital Portfolio Management (DPM). The KPI displays in KPI groups in the DPM Workspace.\n      - [Configure Needs attention panels](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-portfolio-management/dpm-configure-needs-attention.md) -- Each solution page in Digital Portfolio Management (DPM) has a Needs attention panel with items that need attention in the context of the page. You can configure the Needs attention attributes to meet your organization's needs.\n      - [Configure the experience](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-portfolio-management/dpm-configure-experience.md) -- If your organization doesn't use certain modules or life-cycle phases in Digital Portfolio Management (DPM), then configure the experience by hiding those elements from user views.\n      - [Relate business capabilities to view in Digital Portfolio Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-portfolio-management/dpm-business-capability.md) -- You can relate business capabilities for a service or for a business application to see them in the Digital Portfolio Management (DPM) Workspace.\n      - [Configure Digital Portfolio Management to integrate with Process Mining](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-portfolio-management/dpm-setup-po.md) -- Use Process Mining in Digital Portfolio Management (DPM) to see the status of a key performance indicators (KPI) on your solutions, and adjust as needed.\n      - [Create Process Mining projects for KPI groups in Digital Portfolio Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-portfolio-management/dpm-create-project-po.md) -- Create Process Mining projects for each key performance indicator (KPI) group in Digital Portfolio Management (DPM) to see KPI performance and analyze anomalies.\n    - [Get started](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-portfolio-management/dpm-using-cfx.md) -- The Digital Portfolio Management (DPM) Workspace is a unified environment to view all your services, service offerings, business applications, and service instances. With the proper access, you can also view details and edit the solutions without having to leave the DPM experience.\n      - [Personalize the home page](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-portfolio-management/dpm-personalize-homepage.md) -- Personalize your Digital Portfolio Management (DPM) Workspace home page to meet your needs. You can edit the status conditions of each solution, add solutions, search for solutions, and filter solutions by status and by type.\n      - [Create custom record views](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-portfolio-management/dpm-configure-record-views.md) -- Create a UX custom form view to show any record for a given table in Digital Portfolio Management (DPM).\n      - [Navigate enterprise portfolios](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-portfolio-management/dpm-enterprise-portfolio.md) -- You can work with three types of enterprise portfolios in the Digital Portfolio Management (DPM) Workspace — service, business application, and service instance. Even though you can view service enterprise portfolios in DPM, they're created with Service Portfolio Management tables. Enterprise portfolios for business applications and service instances are created with the enterprise portfolio tables.\n    - [Work with portfolios](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-portfolio-management/dpm-explore-portfolios.md) -- You can create and organize personal portfolios to see several solutions in one place. Administrators create enterprise portfolios. The service-type enterprise portfolios are created using Service Portfolio Management tables. Business application and service instance portfolios are created using enterprise portfolio tables. You can also see list modules of services and applications that aren’t in a portfolio by using list modules.\n      - [Personal portfolios](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-portfolio-management/dpm-personal-portfolio.md) -- Personal portfolios contain data from services, offerings, business applications, and service instances into one space for you to view and report on. You can see how each item is progressing according to the assigned roadmap and evaluate its performance based on key performance indicators (KPIs) that interest you.\n        - [Create a personal portfolio](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-portfolio-management/dpm-create-personal-portfolios.md) -- Create a personal portfolio using the Digital Portfolio Management (DPM) application. DPM enables you to create, edit, and share personalized, unstructured portfolios of the services and applications that you own or don't own but care about.\n      - [Enterprise portfolios](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-portfolio-management/dpm-enterprise-portfolios.md) -- Admins create enterprise portfolios for business applications and service instances using the enterprise portfolio tables. Enterprise portfolios are structured in a nesting tree format to navigate service-related items and taxonomy nodes.\n        - [DPM Portfolio Builder Overview](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-portfolio-management/dpm-pb-overview.md) -- Enterprise portfolios are created directly in the DPM Portfolio Builder. Before May 2025, they were created using Service Portfolio Management tables. Enterprise portfolios for business applications and service instances were created from enterprise portfolio tables.\n        - [Navigating portfolio types](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-portfolio-management/dpm-navigating-enterprise-portfolios.md) -- Navigate three types of enterprise portfolios in the Digital Portfolio Management (DPM) application — service, business applications, and service instance. The way to create a portfolio depends on the type. As of May 2025, Enterprise portfolios are created directly in DPM. Business application and Service instance portfolios are created using the enterprise portfolios tables in the DPM module in UI16.\n        - [Navigate service enterprise portfolio templates](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-portfolio-management/dpm-enterprise-portfolio-templates.md) -- Navigate three service enterprise portfolio templates: EDUCAUSE Higher Education IT Service Portfolio, IT Service Portfolio, and Sample Organizational Structure.\n        - [Create enterprise service portfolios using a template](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-portfolio-management/dpm-create-enterprise-portfolio-using-template.md) -- Admins can create enterprise portfolios from scratch or by using a template. Enterprise portfolios are structured in a nesting tree format to facilitate navigation of service-related items and taxonomy nodes. Similar to personal portfolios, you can see key metrics to assess the portfolio performance.\n        - [Create enterprise portfolios](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-portfolio-management/dpm-create-enterprise-portfolios.md) -- Admins create enterprise portfolios for business applications and service instances. Enterprise portfolios are structured in a nesting tree format to navigate service-related items and taxonomy nodes. Similar to personal portfolios, you can see metrics to assess the portfolio performance.\n    - [Work with solution data in Digital Portfolio Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-portfolio-management/dpm-working-with.md) -- After you create and organize personal portfolios and review the available enterprise portfolios, you can do several actions with the DPM manager role to monitor the progress of solutions.\n      - [Work with Needs attention panels in Digital Portfolio Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-portfolio-management/dpm-needs-attn-panels.md) -- Digital Portfolio Management (DPM) enables you to view items that need attention in the context of your solutions. Categories in each Needs attention panel differ based on the solution type. You may not act on an item that needs attention, but you can see its status and severity to make data-driven decisions about your solutions.\n      - [View relationship maps](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-portfolio-management/dpm-view-relationship-map.md) -- View a relationship map in Digital Portfolio Management (DPM) to see all relationships that make up a given solution. DPM uses the ServiceNow Unified Map to display a graphical hierarchical map based on the CMDB.\n      - [Create demand from Digital Portfolio Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-portfolio-management/dpm-create-demand-initiatives.md) -- Create demand using the Digital Portfolio Management (DPM) application. DPM enables you to create demand for any business or technology management services that you own.\n      - [Create an improvement initiative from Digital Portfolio Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-portfolio-management/dpm-create-initiative.md) -- Create an improvement initiative using the Digital Portfolio Management (DPM) application. DPM enables you to create an improvement initiative for any business or technology management services that you own.\n      - [List modules](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-portfolio-management/dpm-list-modules-concept.md) -- List modules in Digital Portfolio Management (DPM) provide information that may or may not be in personal portfolios or enterprise portfolios. You don't have to own solutions to view or create list modules.\n      - [Work with lists](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-portfolio-management/dpm-list-modules.md) -- Work with lists in the Digital Portfolio Management Workspace. Lists enable you to view service and application information that is not in a personal portfolio or an enterprise portfolio.\n    - [Reference](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-portfolio-management/dpm-reference-cfw.md) -- Reference topics provide additional information about administering Digital Portfolio Management (DPM).\n      - [Roles](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-portfolio-management/dpm-roles.md) -- Several types of components are installed with Digital Portfolio Management (DPM) when you activate the application from the ServiceNow ServiceNow Store. DPM has two roles - admin and user.\n      - [Digital Portfolio Management homepage default solution cards](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-portfolio-management/dpm-oob-solution-card-fields.md) -- Digital Portfolio Management uses certain fields to auto-generate a set of default solution cards to display on your DPM homepage. After you add or remove solutions from your homepage, DPM remembers your updates by displaying your personalized solutions cards instead of the auto-generated set.\n      - [Personal and enterprise portfolio reference](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-portfolio-management/dpm-portfolios-reference.md) -- Use suggestions and tips for creating and organizing portfolios in DPM.\n      - [KPI groups installed with Digital Portfolio Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-portfolio-management/dpm-kpi-groups-oob.md) -- Digital Portfolio Management (DPM) enables you to view standard key performance indicator (KPI) groups that are included with the base system. You can also configure KPIs with the sn_dpm.dpm_admin role.\n      - [Digital Portfolio Management related applications and data sources](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-portfolio-management/dpm-related-products.md) -- Digital Portfolio Management (DPM) enables you to use related applications to view and edit service details in the plan-build-run life cycle. All related applications are optional, so they aren't required to use the DPM experience.\n      - [PO components](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-portfolio-management/dpm-po-integration.md) -- Admins must install the ITSM Process Mining Content Pack from the ServiceNow Store to get the insights and system property for Process Mining in Digital Portfolio Management (DPM). Use Process Mining to analyze and improve key performance indicator (KPI) outputs in DPM.\n      - [Persona](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-portfolio-management/dpm-persona.md) -- The Digital Portfolio Management (DPM) persona is a solution owner — That is one that owns services, service offerings, business applications, or service instances.\n      - [Digital Portfolio Management views](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-portfolio-management/dpm-views.md) -- The Digital Portfolio Management (DPM) workspace pulls in data from various ServiceNow applications. The views show where the data is coming from.\n      - [Domain separation and Digital Portfolio Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-portfolio-management/dpm-domain-separation.md) -- Domain separation is supported in Digital Portfolio Management. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.\n  - [Digital Product Release](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-product-release/dpr-landing-page.md) -- ServiceNow Digital Product Release (DPR) is a release management solution that helps release managers, product managers, and program managers manage the release process.\n    - [Explore](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-product-release/dpr-exploring-digital-product-release.md) -- The ServiceNow Digital Product Release application enables you to streamline the process of delivering digital products and services by managing the process from planning to delivery.\n      - [Digital Product Release Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-product-release/dpr-workspace.md) -- The Digital Product Release Workspace provides a single location for release admins to define release processes and release readiness targets. Product managers can use it to create and manage products and features, define the scope in versions, and plan and execute releases.\n      - [Release for a product or service](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-product-release/dpr-product-release.md) -- A release groups all the tasks (projects, epics, stories, enhancements, defects, problems, incidents, and so on) planned for a specific version of a product or service. Digital Product Release provides two different processes: timeline-oriented and stage-oriented, to help you in executing your releases.\n        - [Release states](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-product-release/dpr-release-states.md) -- A release moves through a defined set of states, from creation to closure. The On Hold state lets you pause a release temporarily without losing task, policy, or association data.\n      - [AI-powered release notes generation](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-product-release/dpr-ai-release-notes-generation.md) -- Digital Product Release provides an AI-driven summarization feature that automatically generates release notes for your product and service releases. This capability streamlines the release note creation process, reducing manual effort and improving consistency.\n      - [Release dashboards](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-product-release/dpr-dashboard-release.md) -- Release dashboards provide insights into your releases. You can see their progress, identify any potential risks, and track their software quality. This information can help you to make informed decisions about your releases and ensure their success.\n        - [Release Overview dashboard](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-product-release/dpr-release-overview-dashboard.md) -- The Release overview dashboard displays key metrics and status information for a product release, enabling product teams to assess readiness.\n        - [Release Quality dashboard](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-product-release/dpr-release-quality-dashboard.md) -- The Release Quality dashboard provides insights into the quality of a release based on the software quality scan summaries and test summaries.\n        - [Release dashboard for a multi-product release](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-product-release/dpr-release-dashboard-multi.md) -- The Release Overview dashboard for a multi-product release provides an overview of all the information about every product release, which the product team can use to assess the release readiness.\n        - [Release Overview dashboard for a multi-product release](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-product-release/dpr-release-overview-dashboard-multi.md) -- The Release overview dashboard displays key metrics and status information for a product release within a multi-product release, enabling product teams to assess readiness.\n      - [Holiday schedules in a release](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-product-release/dpr-release-holiday-schedule.md) -- You can associate a holiday schedule with a release so that the phase and release durations are calculated considering non-working days.\n      - [Digital Product Release flow actions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-product-release/dpr-flow-action.md) -- Digital Product Release provides flow actions that you can use to build custom release workflows in Workflow Studio.\n      - [DPR and GRC integration for release compliance](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-product-release/dpr-policy-compliance-grc-integ.md) -- The integration between Digital Product Release (DPR) and ServiceNow GRC: Policy and Compliance Management connects your release management processes with the enterprise risk and compliance controls. This integration helps you deliver faster, safer, and reliable releases.\n      - [Managing releases in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-product-release/dpr-sow-integration.md) -- Service Operations Workspace (SOW) and Digital Product Release (DPR) workspaces provide a unified release and change management experience. You can manage releases, view release details, and associate change requests with releases — all from SOW.\n      - [Associating change requests with releases in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-product-release/dpr-sow-integration-cr.md) -- The integration between Service Operations Workspace (SOW) and Digital Product Release (DPR) workspaces provide a unified release and change management experience. You can associate releases with change requests across both workspaces.\n    - [Configure](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-product-release/dpr-configuring-digital-product-release.md) -- Plan and configure the Digital Product Release application.\n      - [Install Digital Product Release](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-product-release/install-digital-product-release.md) -- You can install the Digital Product Release application (sn_dpr) if you have the admin role. The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.\n      - [Migrate data from Release Management v2 to Digital Product Release](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-product-release/dpr-rmv2-product-migration.md) -- If you have the Release Management v2 (RM v2) application installed, you can migrate your data from RM v2 to Digital Product Release.\n      - [Integrate external tools from Digital Product Release Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-product-release/dpr-integrate-external-tool.md) -- Integrate tools for orchestration, planning, coding, artifact, software quality, and security from the Digital Product Release Workspace for end-to-end change traceability and automation.\n      - [Create a release calendar](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-product-release/dpr-create-release-calendar.md) -- Create a release calendar to define release readiness targets within it.\n      - [Create a release readiness target](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-product-release/dpr-create-rls-readiness-target.md) -- Create release readiness targets to define the dates by which the releases must be ready for deployment. These targets help you to track and manage capacity and conflicts while ensuring a smooth delivery of your products.\n      - [Create an approval definition in Digital Product Release](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-product-release/dpr-create-approval-definition.md) -- Create an approval definition that can be used in release tasks for getting approvals.\n      - [Define policies in Digital Product Release](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-product-release/dpr-create-policy-admin.md) -- Define policies to automate the release workflow based on the different states of the release.\n      - [Create a release template](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-product-release/dpr-create-release-template.md) -- Create a release template to predefine the release process. The template contains templates for release phases, tasks, exit criteria for each of the phases, key dates, and approvals.\n        - [Display custom template fields on release task records](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-product-release/dpr-create-release-template.md) -- Create a release template to predefine the release process. The template contains templates for release phases, tasks, exit criteria for each of the phases, key dates, and approvals.\n    - [Use](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-product-release/dpr-using-digital-product-release.md) -- Digital Product Release helps you streamline the process of delivering digital products and services by managing the entire release life cycle from planning to delivery.\n      - [Request a new product or service](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-product-release/dpr-request-product.md) -- Request a new product or service to manage features and enhancements.\n      - [Configure product-level release settings](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-product-release/dpr-config-product-release-setting.md) -- Configure release settings for a product or service that are applied whenever a release is created or executed for that product.\n      - [Manage product hierarchy using Included products](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-product-release/dpr-manage-included-products.md) -- Add products that you manage​ as Included products within a product or service to create a product hierarchy.\n      - [Create a release for a product or service](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-product-release/dpr-create-release.md) -- Create a product or service release when all planned product enhancements and product features are ready.\n      - [Create a release with a wizard](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-product-release/dpr-create-release-guided.md) -- Create a release for one or more products or services with the help of a wizard. The wizard guides you through the entire release creation process.\n      - [Define release scope](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-product-release/dpr-manage-digital-product.md) -- Define the release scope of products and services by adding features, enhancements, and work items.​\n        - [Add product features](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-product-release/dpr-create-product-feature.md) -- Add a product feature to a product or service to help you plan and manage the scope of a release.\n        - [Add enhancements](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-product-release/dpr-create-product-enhancement.md) -- Add a product enhancement to a product or service to help you plan and manage the scope of its release.\n        - [Add enhancements from a work item](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-product-release/dpr-add-product-enhancement-from-epic.md) -- Add a product enhancement from a work item to a product or service manually.\n      - [View and manage data from external tools](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-product-release/dpr-manage-product-ext-tool.md) -- View and manage data coming from the DevOps application corresponding to your product that has been imported through external tools.\n      - [Plan product enhancements into different releases](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-product-release/dpr-plan-feature-version.md) -- Move product enhancements into different releases of the product or service to plan the scope of your release.\n      - [Manage releases for digital products and services](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-product-release/dpr-manage-releases.md) -- Track the progress of your releases, and work on them to release products and services faster and more efficiently.\n        - [Timeline-oriented releases](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-product-release/dpr-working-timeline-release.md) -- Managing a timeline-oriented release involves following a series of deadlines and milestones and adjusting as necessary to keep your release on track.\n          - [Work on a single product or service release](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-product-release/dpr-work-release.md) -- Monitor and work on a release that follows the timeline-oriented release process to release a single product or service.\n            - [Execute the release](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-product-release/dpr-work-release.md) -- Monitor and work on a release that follows the timeline-oriented release process to release a single product or service.\n          - [Work on a multi-product release](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-product-release/dpr-work-release-timeline-multi.md) -- Monitor and work on a release that follows the timeline-oriented release process for multiple products.\n        - [Stage-oriented releases](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-product-release/dpr-working-stage-release.md) -- Managing a stage-oriented release involves completing objectives and closing the release when the work is done and meets the defined release criteria, rather than waiting for the planned end date.\n          - [Work on a single product or service release](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-product-release/dpr-work-stage-release.md) -- Monitor and work on a release that follows the stage-oriented release process to release a single product or service.\n            - [Restart the release phase](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-product-release/dpr-work-stage-release.md) -- Monitor and work on a release that follows the stage-oriented release process to release a single product or service.\n            - [Execute the release](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-product-release/dpr-work-stage-release.md) -- Monitor and work on a release that follows the stage-oriented release process to release a single product or service.\n          - [Work on a multi-product release](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-product-release/dpr-work-release-stage-multi.md) -- Monitor and work on a release that follows the stage-oriented release process for multiple products.\n        - [Managing multiple releases through release bundles](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-product-release/dpr-release-bundle.md) -- Release bundles help you to group multiple releases to track and manage them concurrently from a single place.\n          - [Create a release bundle](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-product-release/dpr-create-release-bundle.md) -- Create a release bundle to manage and track multiple releases from a single place. These releases can have different release readiness targets. However grouping them together in bundles helps you manage them all efficiently.\n          - [Track multiple releases from a release bundle](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-product-release/dpr-track-release-bundle.md) -- Track the progress of releases in a release bundle concurrently to improve efficiency and streamline the release management process. You can also identify dependencies and potential conflicts in your releases and coordinate with team members working on different releases.\n        - [Review and update release details](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-product-release/dpr-work-release-details.md) -- Review and update the details of a release after it has been created.\n        - [Add a product to a multi-product release](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-product-release/dpr-add-product-release.md) -- Add a product to a multi-product release to expand the scope of the release as requirements evolve. The added product gets its own child release with phases, tasks, and policies aligned to the main release.\n        - [Remove a product from a multi-product release](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-product-release/dpr-remove-product-release.md) -- Remove an included product from a multi-product release when the product is no longer part of the release plan.\n        - [Update the release scope](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-product-release/dpr-work-release-scope.md) -- Review and update the scope of the release by adding or removing product enhancements, planning items, and related tasks like incidents and problems.\n        - [Manage configuration items in a release](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-product-release/dpr-work-release-config-items.md) -- View and manage the configuration items (CIs) in a release. Use the associated CIs to manage change requests and tasks in the release.\n        - [Manage change requests in a release](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-product-release/dpr-work-release-change-request.md) -- View and manage change requests in a release. You can create and add new change requests to the release or add existing ones.\n        - [Generate AI-powered release notes for a release](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-product-release/dpr-generate-release-notes.md) -- Generate structured release notes for a release using AI-driven summarization, reducing manual effort and improving clarity for stakeholders. The release notes are generated from the release scope.\n        - [Manage artifacts in a release](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-product-release/dpr-work-release-artifact.md) -- Add or remove artifacts from a release.\n        - [Approve or reject a release task](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-product-release/dpr-approve-reject-release-task.md) -- Review a release task and approve or reject it.\n        - [Retarget a release](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-product-release/dpr-work-release-readiness-target.md) -- Change the release readiness target to reschedule the release period.\n        - [Put a release on hold](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-product-release/dpr-hold-resume-release.md) -- Mark a release on hold when work must pause temporarily, and resume or cancel it later from the same menu.\n        - [Close a release](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-product-release/dpr-complete-release.md) -- Complete a release after all tasks have been completed and all phases are in compliance with the mapped policies.\n      - [View releases planned in a release readiness target](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-product-release/dpr-view-rls-readiness-target.md) -- View and track all product releases that are planned in a release readiness target and track their progress.\n    - [Digital Product Release Policy Content Pack](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-product-release/dpr-policy-content-pack.md) -- The Digital Product Release Policy Content Pack includes data collectors and policies for automating the verification of phase gate in product and service releases in Digital Product Release.\n      - [Data collectors](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-product-release/dpr-data-collector.md) -- The Digital Product Release Policy Content Pack contains a set of data collectors to collect DevOps data to be validated against policies.\n      - [Policies](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-product-release/dpr-policies.md) -- The Digital Product Release Policy Content Pack contains a set of policies to automate phase gate verification and continuous evaluation of software artifacts.\n    - [Reference](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-product-release/dpr-reference.md) -- Reference topics provide additional information about the lists and forms that you use to configure and administer Digital Product Release (DPR).\n      - [Components installed](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-product-release/installed-with-dpr.md) -- Several types of components are installed with activation of the Digital Product Release app, including tables and user roles.\n      - [System properties](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-product-release/digital-product-release-properties.md) -- Configure the system properties to customize various features of Digital Product Release according to your organization's needs.\n      - [Approval definition form](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-product-release/approval-definition-form.md) -- Release admins can create approval definitions to get approvals of phase tasks for a release.\n      - [Email notifications for release management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-product-release/dpr-email-notification.md) -- List of automated email notifications that are installed with Digital Product Release.\n      - [Policy status aggregation](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-product-release/dpr-policy-status-aggregation.md) -- In a multi-product release, the policy run status of releases for all primary and included products are rolled up to the policy status of the main release.\n      - [Release readiness target form](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-product-release/create-release-readiness-target-form.md) -- Release admins can create release readiness targets on a release calendar to define the dates by which the releases must be ready for deployment.\n      - [Request new product or service form](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-product-release/request-product-service-form.md) -- Product managers or release admins can request for a new product or service in Digital Product Release.\n      - [Release form](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-product-release/create-release-form.md) -- Product managers or release admins can create a release for a product or service version in Digital Product Release.\n      - [Release key date form](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-product-release/release-key-date-form.md) -- Manage your release key dates for a timeline-oriented release.\n      - [Risk score for a release](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-product-release/dpr-risk-score-release.md) -- Risk scores help release coordinators and product managers identify potential issues early and take corrective action. The risk score is calculated for the current in-progress phase and is recalculated each time you view the Release overview dashboard.\n        - [Risk score for timeline-oriented releases](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-product-release/dpr-risk-score-release.md) -- Risk scores help release coordinators and product managers identify potential issues early and take corrective action. The risk score is calculated for the current in-progress phase and is recalculated each time you view the Release overview dashboard.\n        - [Risk score for stage-oriented releases](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-product-release/dpr-risk-score-release.md) -- Risk scores help release coordinators and product managers identify potential issues early and take corrective action. The risk score is calculated for the current in-progress phase and is recalculated each time you view the Release overview dashboard.\n      - [Domain separation](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/digital-product-release/dpr-domain-separation-digital-product-release.md) -- Domain separation is supported for Digital Product Release. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.\n  - [Employee Slate for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/employee-works-itsm.md) -- Employee Slate for ITSM includes the Service Health Broadcast widget that surfaces active outages and degradations to employees and lets them ask Otto for a summary.\n    - [Explore](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/explore-employeeworks-itsm.md) -- Employee Slate for ITSM displays active outages and degradations through the Service Health Broadcast widget, which provides plain-language summaries from Otto. Employees can check in for walk-in IT help, book appointments through the Tech lounge widget, or start check-in conversationally with Otto.\n    - [Configure](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/configure-employeeworks-itsm.md) -- Use Employee Slate for ITSM to manage IT service requests using Employee Slate for Moveworks or with Employee Slate (built for Now Assist).\n    - [Use](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/use-employee-works-itsm.md) -- View active outages and degradations using the Service Health Broadcast widget. Ask Otto for a summary of current issues, check in for walk-in help, or book appointments using the Tech Lounge widget.\n  - [Expense Line](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/expense-line/c_ExpenseLine.md) -- Expense lines enable you to track costs and represent when a point-in-time expense incurred. Expense lines can be created manually or generated by the scheduled processing of recurring costs.\n    - [Components installed with Expense Line](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/expense-line/r_InstalledWithExpenseLine.md) -- Several types of components are installed with the Expense Line plugin.\n      - [Tables installed with Expense Line](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/expense-line/r_InstalledWithExpenseLine.md) -- Several types of components are installed with the Expense Line plugin.\n      - [Roles installed with Expense Line](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/expense-line/r_InstalledWithExpenseLine.md) -- Several types of components are installed with the Expense Line plugin.\n      - [Script includes installed with Expense Line](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/expense-line/r_InstalledWithExpenseLine.md) -- Several types of components are installed with the Expense Line plugin.\n      - [Client scripts installed with Expense Line](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/expense-line/r_InstalledWithExpenseLine.md) -- Several types of components are installed with the Expense Line plugin.\n      - [Business rules installed with Expense Line](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/expense-line/r_InstalledWithExpenseLine.md) -- Several types of components are installed with the Expense Line plugin.\n      - [Domain separation and Expense Line](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/expense-line/r_InstalledWithExpenseLine.md) -- Several types of components are installed with the Expense Line plugin.\n    - [View an expense](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/expense-line/t_ExpenseLinesExample.md) -- Expense lines can be used in various ways, for example, how to view expenses that are associated with a given contract.\n    - [Expense lines and expense allocations](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/expense-line/c_ExpenseLinesAndAllocations.md) -- The Expense lines application tracks costs and record expenses incurred. Expense allocations let you associate expenses with items such as users, groups, or departments.\n      - [Create an allocation rule](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/expense-line/t_CreateAnAllocationRule.md) -- Expense allocation rules enable you to associate expenses with an item, such as a user, group, or department.\n      - [Automatic expense line creation](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/expense-line/c_CreateExpenseLinesAutomatically.md) -- You can automatically create expense lines to facilitate the accurate reporting of expenses.\n      - [Create expense lines manually](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/expense-line/t_CreateExpenseLinesManually.md) -- You can create expense lines at a single level or in a hierarchy to better organize expense information.\n      - [Delete an expense line](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/expense-line/t_DeleteAnExpenseLine.md) -- Deleting an expense line also deletes all expense allocations that were generated from the expense line.\n      - [Create a sample allocation rule](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/expense-line/t_SampleAllocationRule.md) -- You can create a sample expense allocation rule that allocates the cost of an incident to the department of the caller.\n      - [Use a scripted allocation](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/expense-line/t_UseAScriptedAllocation.md) -- Scripted allocations define custom allocation amounts and targets by executing a script.\n    - [Domain separation and Expense Line](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/expense-line/domain-separation-expense-line.md) -- Domain separation is unsupported in Expense Line processing. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.\n  - [Incident Communications Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-communications-management/c_IncidentAlertManagement.md) -- The ServiceNow Incident Communications Management application enables organizations to create and manage communications related to major business issues or incidents.\n    - [Exploring Incident Communications Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-communications-management/explore-inci-comm-mngmt.md) -- The ServiceNow Incident Communications Management application enables organizations to create and manage communications related to major business issues or incidents.\n      - [Incident communication plan state model](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-communications-management/incident-comm-plan-new-state-model.md) -- Incident communication plan state model helps you to understand the different states through which a plan can progress and track the plan through its states.\n        - [Incident communication plan state model (old)](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-communications-management/r_IncidentAlertLifeCycle.md) -- Incident communication plan state model helps you to understand the different states through which a plan can progress and also to track the plan through its states.\n    - [Configuring Incident Communications Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-communications-management/config-inci-comm-mngmt.md) -- Configure Incident Communications Management to create and manage communications related to major business issues or incidents.\n      - [Install and activate Incident Communications Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-communications-management/t_ActivateIncidentAlertManagement.md) -- Install and activate the Incident Communications Management (com.snc.iam) plugin if you have the admin role.\n    - [Managing Incident Communications](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-communications-management/working-with-inci-comm-mgmt.md) -- Incident Communications Management provides a framework for defining and managing a communication process for an incident. It helps you to streamline a communication process by creating designated incident communication plans for effective communication during an event.\n      - [Communication plan definition](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-communications-management/communication-plan-definition.md) -- An incident communication plan helps you to streamline a communication process with regards to an incident. It defines the stakeholders who should be informed, what information should be shared, when the information should be delivered, and the methods of communication.\n      - [Communication task definition](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-communications-management/communication-task-definition.md) -- Each communication plan involves a series of communication tasks. A communication task definition helps you to specify the mode of communication (channel) and the frequency at which the communication must be carried out.\n      - [Communication contact definition](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-communications-management/communication-contact-definition.md) -- Communication contact definition helps you to define the recipients of a particular communication plan. The contact determines the target audience involved in each communication task and the responsibilities they are expected to handle. A notification for a task is sent to all individuals specified for that task. You can add or remove any particular communication contact manually.\n      - [Communication channel definition](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-communications-management/communication-channel-definition.md) -- You can define a communication channel for each communication task. The communication channel determines which mode of communication to use for the task when a plan is attached to an incident. The modes of communication available are: email, SMS, conference, and Slack.\n      - [Create adhoc incident communication plan](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-communications-management/c_CreateIncidentAlerts.md) -- Create an adhoc incident communication plan to manage and track communications around a high-priority incident or other issues.\n        - [Create adhoc incident communication plan from Incident Communications Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-communications-management/t_CreateAnAlertDirectly.md) -- Create an incident communication plan from Incident Communications Management when an issue is not considered earlier. If you need collaboration on that issue, you can create an incident communication plan.\n        - [Create adhoc incident communication plan from incident](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-communications-management/t_CreateAnAlertFromAnIncident.md) -- Create an adhoc incident communication plan from an incident when an issue related to the incident is not considered earlier. The incident automatically populates the required information in the adhoc communication plan, saving you time and effort.\n      - [Create adhoc incident communication task from Incident Communications Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-communications-management/create-adhoc-inci-commu-task.md) -- Create an adhoc incident communication task while you are working on the communication plan. The communication task helps you to specify the mode of communication (channel) and the frequency at which the communication must be carried out.\n      - [Incident Communications Management and Contacts](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-communications-management/c_IncidentAlertContact.md) -- You can define contacts to associate users or groups to an incident communication plan. The users or groups are contacted to complete the tasks included in a communication plan.\n        - [Responsibilities for Incident Communication Plan](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-communications-management/r_ResponsibilitiesForIncidentAlerts.md) -- Contact responsibilities helps you to identify contacts by their responsibilities and to understand what you can expect from the user throughout the life cycle of the communication plan.\n        - [Define contact responsibilities](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-communications-management/t_CreateAContactResponsibility.md) -- Define the different contacts or target audience involved in the communication process and their responsibility to understand the expectations from those contacts throughout the process.\n        - [Create a contact definition](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-communications-management/t_CreateAContactDefinition.md) -- Define the recipients of a particular incident communication plan to determine the target audience involved in each communication task and the responsibilities the recipients are expected to handle.\n        - [Create a default override](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-communications-management/t_CreateADefaultOverride.md) -- Create a default override to specify user or group for a contact definition of an incident communication plan. It helps you to set multiple conditions based on which a user or a group is considered as a contact.\n        - [Add a user as a contact](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-communications-management/t_AddAContactManually.md) -- Add a user to a communication plan if you have not added the user earlier in the contact. You can assign a communication task to the user to resolve an issue.\n      - [Close an incident communication plan](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-communications-management/close-an-inci-comm-plan.md) -- Close an incident communication plan after its execution or if it is no longer needed.\n      - [Initiate conference call on incident communication task](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-communications-management/initiate-conf-call.md) -- Initiate a conference call and include all the required stakeholders to discuss on the resolution of the incident and the communication task.\n      - [Join or end conference call on incident communication task](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-communications-management/join-end-conf-call.md) -- After a conference call is initiated, join the call to participate in the discussion or end the call when the conference is no longer required.\n      - [Send communication updates](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-communications-management/send-comm-updates.md) -- Update users on the latest communication on an incident through selected communication channels.\n      - [Run an incident communication plan report](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-communications-management/t_RunAnIncidentAlertReport.md) -- Run an incident communication plan report to view the status of communication plans. You can track the progress of the plan and intervene to improve the overall efficiency and effectiveness of the communication process.\n      - [Subscribe to incident communication notifications](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-communications-management/t_SubscribeToANotification.md) -- Subscribe to incident communication notifications to get periodic information about issues related to incident communication plans. The timely incident communication notification or incident alerts (IA) helps address issues within the defined SLA.\n    - [Incident Communications Management reference](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-communications-management/reference-section-inci-comm-mngmt.md) -- Reference sections provide additional information about components installed with Incident Communications Management.\n      - [Components installed with Incident Communications Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-communications-management/components-installed-with-icm.md) -- Several types of components are installed with activation of the Incident Communications Management plugin (com.snc.iam), including tables and user roles.\n      - [Domain separation and Incident Communications Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-communications-management/domain-separation-incident-comm-mgt.md) -- Domain separation is supported in Incident Communications Management. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.\n      - [Incident Communications Management integrations](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-communications-management/inci-commu-mgmt-integrations.md) -- Incident Communications Management is integrated with other applications such as Notify to improve the overall communication process.\n        - [Notify with Incident Communications Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-communications-management/c_NotifyWithIncidentAlertManagement.md) -- Notify allows you to integrate with the Twilio telephony service to send and receive phone calls and SMS from within your instance. In Incident Communications Management, Notify provides you with SMS and conference as channels.\n  - [Incident Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/c_IncidentManagement.md) -- Incident Management restores normal service operation while minimizing impact to business operations and maintaining quality.\n    - [Explore](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/incident-management-process.md) -- ServiceNow Incident Management supports the incident management process with the ability to identify and log incidents, classify and prioritize incidents, assign incidents to appropriate users or groups, escalate, resolve, and report incidents.\n      - [Life cycle of an Incident](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/c_IncidentManagementStateModel.md) -- Incident Management is responsible for managing the life cycle of incidents, from creation to closure.\n    - [Configuring Incident Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/incident-configuration.md) -- You can configure the incident form and other incident features, such as incident categories and UI behavior. The ITSM guided setup helps you configure incident management on your ServiceNow instance.\n      - [Quick start tests for Incident Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/quick-start-tests-im.md) -- Validate that Incident Management still works after you make any configuration change such as apply an upgrade or develop an application. Copy and customize these quick start tests to pass when using your instance-specific data.\n      - [Incident Management properties](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/incident-management-properties.md) -- Incident Management properties are used to control features such as copying and creating child incidents. The major incident properties control the promotion of major incident candidates to major incidents.\n      - [Incident categories and subcategories](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/r_CategorizingIncidents.md) -- Categorization of incidents helps in routing to the right team and saves a lot of time in troubleshooting and bringing the service to normalcy.\n        - [Configure incident category or subcategory](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/t_AddRemoveIncCatSubbCat.md) -- Configure incident category and subcategory for easy classification of incidents which helps in routing incidents to the right team. You can also generate reports based on category and subcategory of incidents.\n        - [Add a category or a subcategory](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/add-new-category.md) -- Add category or subcategory to assign incidents to the correct team and save time in troubleshooting and bringing the service to normalcy.\n        - [Delete a category or a subcategory](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/remove-category-subcategory.md) -- Delete a category or subcategory if your organization no longer uses the category or subcategory.\n      - [Define priority lookup rules](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/def-prio-lookup-rules.md) -- Define impact and urgency combinations that determine incident priority and the SLA for each priority for an organization. Only administrators and data lookup administrators can configure these rules.\n      - [Define assignment rules for incidents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/t_DefinAnAssignRuleIncidents.md) -- Define assignment rules to identify the right group or the user which is skilled to work on an incident.\n      - [Incident templates and record producers](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/incident-templates-record-producers.md) -- Templates simplify the process of submitting new records by populating fields automatically. A template ensures consistency in the way information about the incident is captured. A record producer is a specific type of catalog item that allows end users to create task-based records, such as incident records, from the service catalog.\n        - [Create incident template](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/t_CreateAnIncidentTemplate.md) -- Create an incident template to confirm consistency in the way information about the incident request is captured. A template also helps you to create incident easily and accurately.\n        - [Create a module that uses incident template](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/t_UseATemplateFromAModule.md) -- Create a module to log an incident with pre-filled field values from an existing template.\n        - [Create a record producer to log incidents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/t_CreateARecordProducer.md) -- Create record producers to log incidents directly from Service Catalog.\n        - [Create a record producer using a template](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/t_CreateRecProducWithTempl.md) -- If a predefined incident template exists, it can be used with the record producer to fill in standard information for the incident.\n      - [View incident notifications](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/t_ViewIncidentNotification.md) -- View incident notifications that are sent during specific events in an incident life cycle. These notifications are sent to various recipients including the ESS and the ITIL users.\n        - [Email notification redirection](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/email-notif-redirt-inci-major-inci.md) -- You can redirect the users to the incident or major incident record in Service Operations Workspace (SOW) instead of opening in the UI16 interface of Incident Management or Major Incident Management.\n      - [Configure default user for auto-closing incidents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/change-default-user.md) -- Change the default user who last updated an incident to the user you mention for auto-closing incidents.\n      - [Applying CSDM guidelines to Incident Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/itsm-incident-use-case-product-view.md) -- Incident Management supports the incident management process with the ability to identify and log incidents, classify and prioritize incidents, assign incidents to appropriate users or groups, escalate, resolve, and report incidents. The goal of this product view is to help you to understand how Incident Management key entities work with the core CSDM framework.\n        - [Incident Management and CSDM tables](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/itsm-incident-use-case.md) -- Incident Management manages and uses CSDM tables. Several ServiceNow products benefit from and add value to Incident Management.\n        - [Incident Management use case](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/itsm-incident-use-case-example.md) -- Incident Management restores normal service operation, while also minimizing impact to your business and maintaining the quality of your data.\n        - [Set up the Incident Management form](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/csdm-inc-mgt-form-configure.md) -- Configure the Incident form to see the impact of an incident and then restore affected services. The CSDM framework enables you to view rich context for incidents: the CIs involved in the incident and the service offerings, business applications, and business services that the incident affects.\n        - [Incident Management considerations](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/itsm-incident-use-case-trouble.md) -- Consider these points while implementing the CSDM framework.\n      - [Incident ticketing integrations](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/c_IncidentTicketingIntegrations.md) -- An incident ticketing integration exchanges ticket data between your ServiceNow instance and a third-party system.\n        - [Uni-directional incident ticketing integrations](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/c_UniDirIncidentTicketIntegrations.md) -- Consider the requirements for an external, third-party system to create tickets. Define the data that must be sent to create a ticket, and what validation is required.\n        - [Bi-directional incident ticketing integrations](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/c_BiDiIncidentTicketingIntegrations.md) -- A bi-directional integration exchanges data between your ServiceNow instance and a third-party system so that incident information is synchronized between the systems.\n      - [Configuring Microsoft Outlook to create incidents and VTB tasks](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/create-incident-outlook.md) -- To create incidents and VTB tasks, or to chat with a virtual agent from within your Outlook email, activate and deploy the ServiceNow Add-in for Microsoft Outlook.\n        - [Activate the ServiceNow Add-in for Microsoft Office](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/activate-outlook-add-in.md) -- You can activate the ServiceNow Add-in for Microsoft Office plugin (com.sn_outlook_addin) if you have the admin role.\n        - [Deploy the ServiceNow Add-in for Microsoft Outlook](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/deploy-outlook-add-in.md) -- Deploy the ServiceNow add-in for Microsoft Outlook to chat with a virtual agent, create incidents and VTB tasks from within the Microsoft Outlook.\n    - [Managing incidents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/work-on-incidents.md) -- Working on incidents involves diagnosing and investigating the incident, recording results, and sometimes escalating or promoting the incident.\n      - [Logging an incident](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/logging-incident.md) -- Log incident records from sources such as email, service desk, service catalog, or external applications as per your convenience. You can also generate incident using business rules or SOAP messaging.\n      - [Create an incident](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/create-an-incident.md) -- Create an incident record to document a deviation from an expected standard of operation.\n      - [Working with incident record form](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/working-incident-record-form.md) -- Once an incident is created, you can use the incident record form to perform various actions to track, process and resolve the incident.\n      - [Capture affected CI information](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/track-ci.md) -- Capture information on affected configuration items (CIs), with type as asset, in an incident to keep a record of the updated, repaired, swapped, or retired configuration items.\n      - [Create a template from the incident form](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/create-template-inci-form.md) -- Create a template that define default values for forms so that users can easily create incident. You need to have appropriate permissions before creating templates.\n      - [Apply a template in the Incident form](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/t_UseATemplateFromAForm.md) -- Use a template to apply values to an incident record. The values from the template replaces existing field values, while fields not included in the template will remain unchanged.\n      - [View VIP status for a caller in incident](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/t_FlaggingVIPs.md) -- View the callers with VIP status on the incident records list view as well as incident form. Organizations commonly designate VIP status in the user record for some of their VIP users.\n      - [Use Microsoft Outlook to create incidents and VTB tasks](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/use-outlook-add-in.md) -- Create an incident or VTB task or chat with a virtual agent directly from within Microsoft Outlook using ServiceNow icons.\n      - [Create an incident task](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/create-incident-task.md) -- Create an incident task to communicate and request work from assignment groups other than the one initially assigned to the incident.\n      - [Synchronization between an incident and its incident tasks](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/inci-inci-task-state-sync.md) -- Use incident tasks to collaborate with and request work from other stakeholders. An incident and its tasks are synchronized such that the state of incident tasks changes depending on the state of the incident.\n      - [Create a record from incident](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/t_PromoteAnIncident.md) -- Create a problem, change, or request record from an incident.\n      - [Create a request from an incident](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/create-request-from-incident.md) -- When you work on an incident and determine that the user needs one or more catalog items, such as an application or a new laptop, you can create a request from the incident. It helps you in tracking the requests associated with an incident and vice versa.\n      - [Copy an incident or create a child incident](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/copy-incident-or-create-child-incident.md) -- Copy an incident or create a child incident without manually entering the value of all the fields in the new incident.\n      - [Synchronizing parent and child incidents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/parent-child-state-sync.md) -- The parent and the child incidents are synchronized such that the state of a child incident changes depending on the state of the parent incident.\n      - [Enable the display of incident special handling notes](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/create-special-handling-notes.md) -- Enable the display of informative notes for a specific record or for a set of records that meet one or more conditions. Use these notes to help users understand the action that was taken for the incident or the next course of action to be taken.\n      - [Create knowledge article](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/create-a-knowledge-article.md) -- Provide a resolution for an issue by creating a knowledge article from an incident with fields defined in an article template.\n        - [Create a knowledge article from an incident](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/create-knowledge-incident.md) -- When you are ready to close an incident, you can create a knowledge article so the next time the issue comes up the resolution is easy to find.\n      - [View affected CIs in the dependency views map](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/t_UsingTheBSMMapToLocateAffectedCIs.md) -- A configuration item (CI) can result in an incident. Use dependency view to identify other configuration items (CIs) that are affected by the CI that resulted in the incident.\n      - [Refresh impacted services and CIs for incident](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/refresh-impacted-cis.md) -- The impacted services and CIs related list refreshes its records and also the records listed in the Service Offerings and Business Applications related lists based on the affected CIs. You can identify the impacted services and CIs and take necessary action.\n      - [Associate CIs with incident](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/associate-cis-with-incident.md) -- Associate affected or impacted configuration items (CIs) with an incident record to find out how the incident affects other CIs with dependent relationships.\n      - [Update the resolved incident notification template](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/t_UpdateTheResolvedIncidentNotificationTemplate.md) -- Modify the content of the email template that is sent to the user when you resolve an incident.\n      - [Incident resolution and closure](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/c_IncidentResolutionAndRecovery.md) -- An incident is considered resolved when you provide the user with a temporary workaround or a permanent solution for the issue.\n        - [Resolve and close an incident](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/resolve-and-close-an-incident.md) -- When the service is restored by rectifying the issue that resulted for an incident, you can set the incident state as resolved. If the user is satisfied with the resolution, the user can close the incident or the incident is auto-closed after a certain time based on the incident auto-close properties.\n        - [Configure incidents to close automatically](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/configure-incident-auto-close.md) -- Close incidents automatically based on the last updated date or the resolution date of the incident by configuring incident properties. You can also mention the number of days system must wait before initiating the auto-closing functionality.\n        - [Close multiple incidents from list](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/t_ClosingIncidentsFromAList.md) -- Close multiple incidents from the incident list simultaneously that can have the same resolution code.\n        - [Create a UI action to close multiple incidents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/t_CreatingAUIAction.md) -- Create a UI action to close multiple incidents at once from the Actions list in the list view.\n      - [Reopening an incident](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/reopening-incident.md) -- Reopen a resolved incident from the incident’s resolution notification email or from the incident form in Incident Management to further investigate an issue that is still impacting you.\n      - [Incident standard ticket page](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/incident-stnd-ticket-page.md) -- The Incident standard ticket page is where you and your employees can view the details of an incident and can be used with service portal.\n        - [Configure incident ticket page](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/config-inci-ticket-page.md) -- Configure the Incident ticket page from where users can view the details of an Incident in Service Portal.\n    - [Managing major incidents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/major-incident-management.md) -- A major incident (MI) is an incident that results in significant disruption to the business. A major incident demands a response beyond the routine incident management process. Major incidents have a separate procedure with shorter timescales and higher priority, so that there is a faster resolution process for incidents with high business impact.\n      - [Major Incident Management process](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/major-incident-management-process.md) -- A major incident is a highest-impact, highest-urgency incident that affects a large number of users, depriving the business of one or more crucial services. Given the urgency of the situation, a well-coordinated response process is required to accelerate the resolution and minimize the business impact.\n      - [Major Incident Management plugins](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/mim-plugins.md) -- You can activate the Major Incident Management plugins if you have the admin role.\n        - [Activate Major Incident Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/activate-major-incident-management-plugin.md) -- You can activate the Incident Management - Major Incident Management plugin (com.snc.incident.mim) if you have the admin role. This plugin includes demo data and activates related plugins if they are not already active.\n          - [MIM components](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/installed-with-mim.md) -- Several types of components are installed with activation of the Incident Management - Major Incident Management plugin, including tables and user roles.\n          - [Slack notification installed with Major Incident Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/slack-notification-installed-with-MIM.md) -- Slack notifications are added with activation of Incident Management – Major Incident Management.\n      - [Quick start tests for Major Incident Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/quick-start-tests-mim.md) -- Validate that Major Incident Management still works after you make any configuration change such as apply an upgrade or develop an application. Copy and customize these quick start tests to pass when using your instance-specific data.\n      - [Create trigger rules for major incidents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/major-incident-trigger-rules.md) -- Create trigger rules to define the conditions under which a trigger action is executed. You can create major incident trigger rules to define the conditions under which an incident is automatically considered as a major incident candidate.\n      - [Working on major incident management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/work-on-mim.md) -- The section covers topics that help you with a variety of technical concepts related to major incident management such as the different ways to create a major incident, ways to reject a major incident candidate, demote a major incident, or close a major incident.\n        - [Create a major incident candidate](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/create-major-incident-candidate.md) -- You can create a major incident candidate in multiple ways. After a major incident candidate is created, the major incident manager evaluates the candidate and decides whether the candidate should be promoted to a major incident.\n        - [Create a major incident](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/create-a-major-incident.md) -- Create a major incident directly or review the candidates and promote the candidates to major incidents.\n        - [Major incident assignment](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/major-incident-assignment.md) -- A major incident is assigned to a group automatically at the time of proposal and promotion based on the value of the property Major Incident Management Group (sys_id) to whom the Major Incident should be re-assigned on promotion to 'Major Incident' (sn_major_inc_mgmt.major_incident_management_group). The assigned group works on the major incident and resolves it.\n        - [Accept or reject a major incident candidate](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/accept-reject-major-incident-candidate.md) -- When an incident is proposed as a major incident candidate, a major incident manager can accept or reject the candidate. The manager accepts a candidate as a major incident if the incident requires accelerated resolution.\n        - [Associate multiple incidents with a major incident](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/asso-multi-inci-with-major-inci.md) -- You can associate one or more incidents with a major incident using the Actions menu.\n        - [Reject major incident candidates](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/reject-candi-using-actions-menu.md) -- You can reject one or more major incident candidates using the Actions menu. If you decide that the candidates do not qualify to be major incidents, then you can reject multiple candidates at once and provide the rejection reason.\n        - [Demote a major incident](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/demote-major-incident.md) -- When an incident is incorrectly evaluated to be a major incident, you can demote the major incident even after it is accepted so that the incident can be handled as a regular incident.\n        - [Close a major incident](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/close-major-incident.md) -- You can close a major incident manually after validating the resolution and when the major incident is in the Resolved state.\n        - [View major incident information on the Incident form](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/view-major-info.md) -- When an incident enters the major incident life cycle, the Major Incident and the Post Incident Report tab appears on the incident form.\n      - [Major incident workbench](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/major-incident-workbench.md) -- The major incident workbench is a single pane view designed for major incident managers, communication managers, and resolver groups. The workbench helps to manage major incidents by aggregating and providing actionable information.\n        - [Major incident workbench UI elements](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/mi-workbench-ui-elements.md) -- The major incident workbench provides UI elements which display the summary of tasks, progress of communication plan, conferencing information, and a report on the cause and resolution of the major incident.\n          - [Major Incident workbench — Summary tab](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/mi-workbench-summary-tab.md) -- The Summary tab provides a unified view of information in the form of a card layout. The information on impacted services, affected CIs, active outages, locations that are impacted, and child incidents helps to keep you informed about related records associated with an incident.\n          - [Post Incident Report tab](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/mi-workbench-pir-tab.md) -- The Post Incident Report tab helps you to understand the cause of the major incident, and the actions taken by the teams to resolve the incident.\n          - [The Communicate tab in the Major Incident workbench](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/mi-workbench-communicate-tab.md) -- The Communicate tab helps you understand the progress of a communication plan and its related tasks.\n          - [Major Incident workbench — the Collaborate tab](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/mi-workbench-collaborate-tab.md) -- The Collaborate tab helps you to view and manage communication tasks that use conference as their communication channel.\n        - [Associate a new post incident report](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/asso-new-post-incident-report.md) -- Create your own post incident report and associate the UI page with the View Complete Report button under the Post Incident Report tab. Using the customized report, you can add information that is specific to your organization.\n        - [Add communication plan in the workbench](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/add-comm-plan-from-mim-workbench.md) -- You can create a new communication plan or add a new communication task to an existing communication plan from the workbench. This UI action is helpful when you do not have an existing well-defined communication plan in the system.\n        - [Add similar incidents from major incident workbench](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/add-similar-inci-mim-workbench.md) -- Add similar incidents to a major incident so that the support teams can work on the parent record for a coordinated response process.\n        - [Access on-call escalation path from major incident workbench](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/access-escalation-path.md) -- Access on-call roster and escalation details from major incident workbench to reach out to a support group.\n      - [Legacy: Major incident overview dashboard](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/major-incident-overview.md) -- Major Incident Overview module provides two versions of the Performance Analytics (PA) Dashboard to review major incident information at a glance.\n    - [Reporting incidents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/incident-monitor-track.md) -- Service desk and other IT managers can use dashboards and reports to monitor and track incident status and service levels.\n      - [Legacy: Incident Management Platform Analytics Solutions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/incident-content-pack.md) -- Platform Analytics Solutions and in-form analytics contain preconfigured dashboards. These dashboards contain actionable data visualizations that help you improve your business processes and practices.\n        - [Legacy: ITIL dashboard](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/itil-dashboard.md) -- Use this dashboard to view, maintain, and track the tasks and incidents for operating the IT service desk.\n        - [Legacy: Incident Overview dashboard](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/incident-overview-dashboard.md) -- Use this dashboard to view the status of the incidents for planning, prioritizing, and managing customer issues.\n        - [Legacy: Incident Management dashboard](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/incident-management-dashboard.md) -- The Incident Management dashboard lets you see recent trends in incident creation, duration, and resolution. Use the information on this dashboard to spot problem areas and plan your incident management strategy going forward.\n        - [Legacy: Incident Premium dashboard](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/incident-premium-dashboard.md) -- This dashboard uses Workbench widgets and other advanced Platform Analytics features to give you all the information about the Incident process in one place.\n        - [Legacy: Incident Daily 7d - 28d dashboard](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/incident-daily-7d-28d-dashboard.md) -- View the last 28 days of incidents as raw trends, as a 7-day running average, or as a 28-day running average. Filter the scores by assignment groups or by the category of incident.\n        - [Legacy: Open Incidents Age Monitor dashboard](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/open-incident-age-monitor-dashboard.md) -- View average age and assignment times and breakdown incidents in different age buckets.\n        - [Legacy: Open Incident State Monitor dashboard](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/open-incident-state-dashboard.md) -- View average age and number of reassignments and breakdown incidents in the New, In Progress, and On Hold states.\n        - [Legacy: Open Incidents Reports dashboard](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/open-incidents-reports-dashboard.md) -- View the current information about open incidents as a list, or as a heatmap or pivot table organized by breakdown.\n      - [Legacy: Incident SLA Management Platform Analytics Solutions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/incident-sla-content-pack.md) -- Platform Analytics Solutions contain preconfigured dashboards. These dashboards contain actionable data visualizations that help you improve your business processes and practices.\n        - [Legacy: Incident SLA Management dashboard](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/incident-sla-mgmt-dashboard.md) -- See how well the incidents that are subject to a Service Level Agreement meet the deadlines of those SLAs.\n        - [Legacy: Overdue by State dashboard](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/overdue-state-dashboard.md) -- This dashboard lets you see incidents that are overdue according to an SLA, divided by the New, In Progress, and On Hold states.\n        - [Legacy: Overdue by Age dashboard](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/overdue-age-dashboard.md) -- This dashboard lets you see incidents that are overdue according to an SLA, divided by age buckets. You can see the average age of the incidents, the average number of times they have been reassigned, and how long on average since the last update. You can also group them by standard breakdowns like Priority and Assignment Group.\n        - [Legacy: Overdue Reports dashboard](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/overdue-reports-dashboard.md) -- See the currently open incidents that are subject to an SLA. You can view a list of the incidents or see how they break down in a heatmap or a pivot table.\n    - [Use agentic AI](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/im-using-agentic-workflow.md) -- Use the ITSM Incident Management agentic workflows to manage, resolve and close incidents and incident tasks autonomously.\n    - [Reference](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/reference-section-for-incident-management.md) -- Reference sections provide additional information about components installed with Incident Management.\n      - [Domain separation and Incident Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/domain-separation-incident-management.md) -- Domain separation is supported in Incident Management. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.\n      - [Incident Management data model](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/incident-mangmt-data-model.md) -- Learn about the Incident Management application by viewing the data model diagram. This diagram shows the relationships between the tables within the application and provides an overall picture of how the Incident Management application operates.\n      - [Incident Management plugins](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/incident-mgmt-plugins.md) -- Many of the Incident Management plugins are activated in the base system. Others, you can activate when you are ready to use them. Some plugins include demo data.\n        - [Incident Management Best Practice – San Diego](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/inc-mgmt-best-prac-plugin-sd.md) -- The Incident management best practice -San Diego plugin (com.snc.best_practice.incident.sandiego) enhances the integration and workflows for incidents and problems. This plugin enables you to update the progress of the reported incident and problem to the agent and caller.\n          - [Activate Incident Management Best Practice – San Diego](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/act-inc-mgmt-best-prac-plugin-sd.md) -- Activate the Incident Management Best Practice — San Diego plugin (com.snc.best_practice.incident.sandiego) if you have the admin role. This plugin includes demo data and activates related plugins if they are not already active.\n        - [Activate Incident](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/activate-incident-plugin.md) -- You can activate the Incident plugin (com.snc.incident) if you have the admin role. This plugin includes demo data and activates related plugins if they are not already active.\n          - [Components installed with the Incident plugin](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/installed-with-incident.md) -- Several types of components are installed with activation of the Incident plugin in Incident Management.\n        - [Request Incident Management — Core](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/activate-incident-management-core-plugin.md) -- Incident Management - Core plugin (com.snc.incident_management) is a new incident state model that includes demo data and activates related plugins if they are not already active.\n        - [Request ITSM Roles — Incident Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/req-itsm-roles-inci-mgmt.md) -- Request the ITSM Roles plugin (com.snc.itsm.roles) to activate the ITSM Roles — Incident Management plugin (com.snc.itsm.roles.incident_management) to gain more control over the access that different service desk agents, technicians, and managers have within your Incident Management process.\n          - [Components installed with ITSM Roles — Incident Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/inci-roles-instld-itsm-roles.md) -- Several user roles are installed with activation of the ITSM Roles — Incident Management plugin (com.snc.itsm.roles.incident_management).\n        - [Activate Business Stakeholder](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/activate-business-stakeholders-change.md) -- Activate the Business Stakeholder plugin (com.snc.business_stakeholder) if you have an admin role. This plugin installs the Business Stakeholder role. Users with this role can view and approve records at all ITSM product levels.\n          - [Installed with Business Stakeholder](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/installed-with-business-stakeholder-change.md) -- The Business Stakeholder plugin (com.snc.business_stakeholder) installs the Business Stakeholder role when activated.\n        - [Activate KCS Integration for Incident Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/activate-kcs-integration-for-im.md) -- Activate the KCS Integration for Incident Management plugin (com.snc.incident.knowledge) if you have the admin role. This plugin provides integration of Incident Management with the Advanced Knowledge Management features.\n          - [Component installed with KCS Integration for Incident Management plugin](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/installed-with-incident-mgmt.md) -- The Incident KCS Article table is installed with the activation of the KCS Integration for Incident Management plugin (com.snc.incident.knowledge).\n        - [Activate Incident Management Notification](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/activate-inci-mgmt-notification.md) -- You can activate the Incident Management Notification plugin (com.snc.incident_notification) if you have the admin role. This plugin includes demo data and activates related plugins if they are not already active.\n        - [Activate Incident Updates](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/activate-incident-updates.md) -- You can activate the Incident Updates plugin (com.snc.incident.updates) to receive the incident notification updates if you have the admin role. This plugin includes demo data and activates related plugins if they are not already active.\n        - [Activate Incident Management — ATF Tests](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/activate-incident-mgmt-atf-tests.md) -- You can activate the Incident Management — ATF Tests plugin (com.snc.incident.atf) if you have the admin role. The plugin delivers ATF tests for Incident Management. This plugin includes demo data.\n      - [Enhanced security model features](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/comp-instal-itsm-enhanced-sec-features.md) -- Help prevent unauthorized access to incident-related tables using Deny-Unless ACLs. A Deny-Unless authentication ACL restricts access for a non-authenticated user.\n        - [Activate ITSM Enhanced Security Features for Incident Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/activate-itsm-enhanced-security-inci-mangmnt.md) -- Prevent unauthorized access to incident-related tables using deny unless authenticated ACLs by activating the ITSM Enhanced Security Features (com.snc.itsm.enhanced_security) plugin.\n      - [Incident Management integrations](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/inci-mgmt-integrations.md) -- Users of an incident management solution need to have access to a multitude of features so that they can address specific challenges directly. Incident Management integrations aims to fully integrate and automate your incident response system.\n        - [Universal Request integration - Incident Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/inci-mgmt-integ-with-univ-req.md) -- Incident Management integrates with Universal Request to provide incident-related service as unified services to users. The integration helps users to have a single service desk.\n          - [Request Universal Request integration for Incident Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/request-univ-req-integration-for-im.md) -- To activate the integration between Incident Management and Universal Request, request the Universal Request: Integration for Incident management plugin (com.snc.incident.universal_request) through the Now Support Customer Service system. This plugin includes demo data and activates related plugins if they are not already active.\n          - [Create incident from Universal Request](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/create-incident-from-univ-req.md) -- Create an incident from a universal request record to restore service to a customer as soon as possible. After creating the incident record, you can investigate potential solutions.\n          - [Transfer incident](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/route-inci-to-univ-req.md) -- Transfer the back to the Universal Request queue, or to another department with or without resolution. When you realise that the issue is not incident related, transfer the incident without any resolution to the relevant department or service. If you resolve the issue, you can transfer the incident with the resolution.\n          - [Create an associated ticket from an incident](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/create-associated-tickets.md) -- Create an associated ticket for another relevant department from an incident (primary ticket) when you realize that the issue can be resolved in that department.\n          - [Manage associated incidents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/resolve-reopen-close-inc-sp.md) -- Resolve, reopen, or close are actions from the Incident Actions widget that is available on the universal request record for the requester. The Incident Actions widget is available only when an incident is the primary task of a Universal Request record.\n          - [Customize fields copied from Universal Request to incident](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/customize-fields-copied-univ-inc.md) -- Customize fields so that the values of some fields in the universal request automatically get copied to an incident record when an incident is associated with a universal request record. It saves your time from manually entering the information every time you create an incident.\n          - [Restrict an incident access](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident-management/restrict-incident-access.md) -- You can restrict an incident ticket that contains sensitive information. By marking an incident as restricted, you limit its access for the agents.\n  - [ITSM MCP Server](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-mcp-server-overview.md) -- Connect an AI-enabled Model Context Protocol (MCP) client application to your ServiceNow environment using the ITSM MCP Server. This connection provides incident and change management for service desk agents and IT managers, and allows requesters to check and manage their own tickets.\n    - [Activate the ITSM MCP Server](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/set-up-itsm-mcp-server.md) -- Activate the ITSM MCP Server to enable AI-driven incident management, change management, or employee experience on your ServiceNow instance.\n      - [Configure an AI agent as an MCP tool](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/configure-ai-agent-as-mcp-tool.md) -- Enable an AI agent to be discoverable and accessible as an MCP tool by configuring authentication, communication mode, and third-party access settings.\n      - [Manage incidents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/manage-incidents-itsm-mcp-server.md) -- Use the ITSM MCP Server to retrieve and update incident details, find similar incidents, and look up assignment groups. Ask complex multi-hop questions through an MCP client application such as Moveworks or Claude.\n      - [Manage change requests](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/manage-change-requests-itsm-mcp-server.md) -- Use the ITSM MCP Server to create change requests, check their status, modify them, and approve or reject them. Interact through an MCP client application such as Moveworks or Claude.\n      - [Manage request items](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/manage-employee-experience-itsm-mcp-server.md) -- Use the ITSM MCP Server to create incidents, check the status of your own incidents and requested items, and escalate incidents. Add comments through an MCP client application such as Moveworks or Claude.\n      - [Manage on-call schedule](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/manage-on-call-schedule-itsm-mcp-server.md) -- Use the ITSM MCP Server to find out who is on call, check your next on-call shift, and request time off. Manage your on-call schedule through an MCP client application such as Moveworks or Claude.\n    - [MCP Server tools](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-mcp-server-tools-reference.md) -- Reference for all tools available in the ITSM MCP Server, organized by functional area: incident management, change management, and employee experience.\n  - [ITSM Mobile Agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-mobile-agent/itsm-mobile-agent.md) -- The ServiceNow ITSM Mobile Agent app delivers base system mobile-first experiences designed for IT agents to triage, act on, and resolve incidents on the go.\n    - [Exploring ITSM Mobile Agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-mobile-agent/exploring-itsm-mobile-agent.md) -- ITSM Mobile Agent provides IT agents with the access needed to perform the various IT Service Management (ITSM) tasks on the go with this mobile application.\n      - [User roles and personas in ITSM Mobile Agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-mobile-agent/user-roles-and-persona.md) -- Learn about the various user roles and persona used to log in to ITSM Mobile Agent.\n      - [ITSM Mobile Agent features and plugins](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-mobile-agent/features-and-plugins.md) -- Learn about the plugins used in ITSM Mobile Agent.\n      - [AI Search in ITSM Mobile Agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-mobile-agent/ai-search-itsm-mobile-agent.md) -- Intelligent query features enable agents to quickly find the required answers in ITSM Mobile Agent.\n        - [Get started with AI search in new or zBoot instances](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-mobile-agent/get-started-ais-zboot-itsm-mobile-agent.md) -- Enable intelligent query features that help agents to quickly find the required answers in ITSM Mobile Agent in new or restarted instances.\n        - [Get started with AI search in upgraded instances](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-mobile-agent/get-started-ais-upgrade-itsm-mobile-agent.md) -- Enable intelligent query features that help agents to quickly find the required answers in ITSM Mobile Agent in upgraded instances.\n        - [Switch back to Zing search in ITSM Mobile Agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-mobile-agent/switch-zing-itsm-mobile-agent.md) -- If AI search is already enabled in ITSM Mobile Agent, enable Zing search configuration to use your own search profiles and configurations. It will enable Zing search in ITSM Mobile Agent and all workspaces.\n      - [Enable dark theme in ITSM Mobile Agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-mobile-agent/enable-dark-theme-in-the-itsm-mobile-agent.md) -- Enable a dark theme or mode in ITSM Mobile Agent. This option is commonly used to alleviate eye strain and improve readability.\n      - [Filter records](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-mobile-agent/filter-records-agent-mobile.md) -- Set additional filters to limit the number of records that are displayed on a screen. Filtering records in the mobile app works like filtering with a condition builder on the ServiceNow AI Platform.\n      - [Collaboration Services for ITSM Mobile Agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-mobile-agent/collaboration-itsm-mobile-agent.md) -- Collaboration services provide a way to communicate and collaborate in real time. You can directly use a collaboration tool from an incident, incident task, and major incident records.\n        - [Add deep linking support to ITSM Mobile Agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-mobile-agent/deep-link-itsm-mobile-agent.md) -- Deep linking enables instances to support direct communication to a messaging application from a particular record in the system.\n    - [Configuring ITSM Mobile Agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-mobile-agent/configuring-itsm-mobile-agent.md) -- Plan and configure ITSM Mobile Agent.\n      - [Install ITSM Mobile Agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-mobile-agent/install-itsm-mobile-agent.md) -- You can install the ITSM Mobile Agent application (sn_itsm_mobile_agt) if you have the admin role. The application installs related plugins if they are not already installed.\n      - [Migration from ITSM Mobile to ITSM Mobile Agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-mobile-agent/migration-itsm-mobile-itsm-mobile-agent.md) -- The ITSM Mobile plugin (com.sn_itsm_mobile) was deprecated in Quebec. The existing customers can migrate to ITSM Mobile Agent for enhanced mobile-first experiences in the base system, designed for agents to triage, act on, and resolve incidents on the go. ITSM Mobile Agent application improves productivity with an intuitive interface to manage all the work, view schedules, check who is on-call, respond to major incidents, and more.\n        - [Deactivate the ITSM Mobile launcher screens and notifications](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-mobile-agent/migration-itsm-mobile-itsm-mobile-agent.md) -- The ITSM Mobile plugin (com.sn_itsm_mobile) was deprecated in Quebec. The existing customers can migrate to ITSM Mobile Agent for enhanced mobile-first experiences in the base system, designed for agents to triage, act on, and resolve incidents on the go. ITSM Mobile Agent application improves productivity with an intuitive interface to manage all the work, view schedules, check who is on-call, respond to major incidents, and more.\n        - [Migrate customizations from ITSM Mobile](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-mobile-agent/migration-itsm-mobile-itsm-mobile-agent.md) -- The ITSM Mobile plugin (com.sn_itsm_mobile) was deprecated in Quebec. The existing customers can migrate to ITSM Mobile Agent for enhanced mobile-first experiences in the base system, designed for agents to triage, act on, and resolve incidents on the go. ITSM Mobile Agent application improves productivity with an intuitive interface to manage all the work, view schedules, check who is on-call, respond to major incidents, and more.\n      - [Migration to ITSM Mobile Agent 5.0.3](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-mobile-agent/migrate-itsm-mobile-agent-5.0.3.md) -- Migration to ITSM Mobile Agent 5.0.3 enables the Next Experience theme and accessibility compliance in ITSM Mobile Agent.\n      - [Configurable actionable notifications for ITSM Mobile Agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-mobile-agent/actionable-notify-itsm-mobile.md) -- With configurable actionable notifications for ITSM Mobile Agent, you can perform actions based on push notifications without having to open the ITSM Mobile Agent application.\n        - [Create an actionable push notification for ITSM Mobile Agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-mobile-agent/actionable-notify-itsm-mobile.md) -- With configurable actionable notifications for ITSM Mobile Agent, you can perform actions based on push notifications without having to open the ITSM Mobile Agent application.\n        - [Create a push action category](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-mobile-agent/actionable-notify-itsm-mobile.md) -- With configurable actionable notifications for ITSM Mobile Agent, you can perform actions based on push notifications without having to open the ITSM Mobile Agent application.\n        - [Create a push action](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-mobile-agent/actionable-notify-itsm-mobile.md) -- With configurable actionable notifications for ITSM Mobile Agent, you can perform actions based on push notifications without having to open the ITSM Mobile Agent application.\n        - [Create functions for notification push actions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-mobile-agent/actionable-notify-itsm-mobile.md) -- With configurable actionable notifications for ITSM Mobile Agent, you can perform actions based on push notifications without having to open the ITSM Mobile Agent application.\n        - [Map functions with push actions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-mobile-agent/actionable-notify-itsm-mobile.md) -- With configurable actionable notifications for ITSM Mobile Agent, you can perform actions based on push notifications without having to open the ITSM Mobile Agent application.\n        - [Create push message content](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-mobile-agent/actionable-notify-itsm-mobile.md) -- With configurable actionable notifications for ITSM Mobile Agent, you can perform actions based on push notifications without having to open the ITSM Mobile Agent application.\n        - [Create a standard notification](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-mobile-agent/actionable-notify-itsm-mobile.md) -- With configurable actionable notifications for ITSM Mobile Agent, you can perform actions based on push notifications without having to open the ITSM Mobile Agent application.\n      - [Enable Push notification categories for ITSM Mobile Agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-mobile-agent/enable-notifications-categories.md) -- Enable push notification categories so your users can enable or disable notifications by category.\n      - [ITSM Mobile email notification redirection via web](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-mobile-agent/itsm-ma-email-notification-redirection.md) -- Redirect the users to the ITSM Mobile application from the mobile web browser to open and view the task records.\n      - [Set custom alert tones in ITSM Mobile Agent for different incident priority](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-mobile-agent/set-alert-tones-incident-priority.md) -- Set custom alert tones in ITSM Mobile Agent to distinguish between incidents with different priorities.\n      - [Enable Override do not disturb to receive critical alerts](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-mobile-agent/enable-override-do-not-disturb-to-receive-critical-alerts.md) -- Enable the Override do not disturb to receive critical push notifications feature for ITSM Mobile Agent.\n        - [Configure critical notification](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-mobile-agent/configure-critical-notification.md) -- Configure the list of critical alerts that you want to receive when your mobile device is in Do Not Disturb mode.\n        - [Configure a customized notification for critical alert](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-mobile-agent/configure-customised-notification-for-critical-alert.md) -- Set your custom notifications as critical for ITSM Mobile Agent\n        - [Configure a ringtone for critical alerts](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-mobile-agent/configure-a-customized-ringtone-for-critical-alerts.md) -- Select a preferred ringtone for your critical notifications in ITSM Mobile Agent application.\n    - [Log in to ITSM Mobile Agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-mobile-agent/install-itsm-mobile-app.md) -- Access ITSM Mobile Agent on your mobile to manage incidents, view, and update on-call schedules.\n    - [Managing incidents and tasks using My Work applet](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-mobile-agent/my-work-application.md) -- Use the My work applet in the ITSM mobile agent to perform various functions from the mobile.\n      - [Create an incident from app landing page](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-mobile-agent/create-incident-mobile.md) -- Create an incident directly from your agent mobile app landing page with a single tap.\n      - [Generating task summarization for incident records](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-mobile-agent/gen-inc-rec-task-summariz.md) -- Generate incident record and task summarization using GenAI task summarization capabilties which help reduce the effort required to draft work notes.\n      - [My incidents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-mobile-agent/assigned-incidents-mobile.md) -- Use the My incidents applet to work on the incidents that are assigned to you.\n        - [Collaboration with incidents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-mobile-agent/collaboration-incident-itsm-mobile.md) -- Initiate and manage the collaboration for incident records from the ITSM Mobile Agent app.\n          - [Initiate a chat with the caller from an incident](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-mobile-agent/initiate-chat-incident-itsm-mobile.md) -- Initiate a chat with the caller from an incident to discuss about the resolution of an incident.\n          - [Initiate a chat with the assignment group from an incident](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-mobile-agent/initiate-chat-assignment-group-itsm-mobile.md) -- Initiate a chat with the assignment group members from an incident to discuss about the resolution of an incident.\n          - [Initiate a conference call with the caller from an incident](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-mobile-agent/initiate-conf-call-inc-itsm-mobile.md) -- Initiate a conference call from an incident to discuss about the resolution of an incident.\n          - [Add participants to a conference call from an incident](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-mobile-agent/add-participants-inc-call-itsm-mobile.md) -- Add participants to an active conference call from an incident to discuss about the resolution of an incident.\n          - [Join an active conference call from an incident](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-mobile-agent/join-call-inc-itsm-mobile.md) -- You can join an active conference call from an incident to discuss about the resolution of an incident.\n          - [View active collaborations](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-mobile-agent/active-collaborations-inc-itsm-mobile.md) -- As an incident manager, you can view all the active collaborations for the incidents.\n          - [View active and inactive participants in the conference call](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-mobile-agent/view-participants-inc-call-itsm-mobile.md) -- You can view the participant status in an active conference call.\n          - [End a conference call](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-mobile-agent/end-inc-call-itsm-mobile.md) -- As a host or a user with the incident manager role, you can end the conference call.\n        - [Collaboration with incident tasks](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-mobile-agent/collaboration-inc-task-itsm-mobile.md) -- Initiate and manage the collaboration for incident task records from the ITSM Mobile Agent app.\n          - [Initiate a conference call from an incident task](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-mobile-agent/initiate-call-inc-task-itsm-mobile.md) -- Initiate a conference call from an incident task record to discuss about the resolution of an incident.\n          - [Add participants to a conference call from an incident task](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-mobile-agent/add-participants-inc-task-itsm-mobile.md) -- Add participants to an active conference call with the caller from an incident task to discuss about the resolution of a task.\n          - [Join an active conference call from an incident task](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-mobile-agent/join-inc-task-call-itsm-mobile.md) -- You can join an active conference call from an incident task record to discuss about the resolution of an incident.\n          - [View active and inactive participants in the conference call](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-mobile-agent/view-participants-inc-task-call-itsm-mobile.md) -- You can view the participant status in an active conference call.\n          - [End a conference call](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-mobile-agent/end-inc-task-call-itsm-mobile.md) -- As a host or a user with the incident manager role, you can end the conference call.\n      - [Incidents at risk](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-mobile-agent/incidents-at-risk.md) -- View a list of incidents at risk and work on them from your mobile.\n        - [Process an incident at risk](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-mobile-agent/process-incident-at-risk.md) -- Work on an incident at risk from your mobile.\n      - [Breached Incidents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-mobile-agent/breached-incidents.md) -- View a list of all the breached incidents of your group and take appropriate action on these incidents. Breached incidents are the incident for which the Service Level Agreement (SLA) has exceeded the due date.\n        - [Process a breached incident](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-mobile-agent/process-breached-incident.md) -- View and manage the breached incident from the mobile.\n      - [Change tasks](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-mobile-agent/change-tasks.md) -- View and work on the change tasks assigned to you. You can view the details, activities, and other related change tasks by a single tap on the ITSM mobile agent app.\n      - [View catalog tasks](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-mobile-agent/catalog-tasks.md) -- View a catalog task and add comments to it as part of the catalog item fulfillment.\n      - [View upcoming shifts with On-Call Scheduling](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-mobile-agent/view-upcoming-shifts.md) -- Use the My work feature in the ITSM Mobile Agent app to view your upcoming shifts and request time off.\n      - [Request time off with On-Call Scheduling](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-mobile-agent/request-time-off.md) -- Use the Time-off requests tab to view a list of time-off requests that are divided into pending and completed requests.\n      - [View on-call group members](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-mobile-agent/view-who-is-on-call.md) -- View the members of your group that are available on call.\n    - [Managing teams and incidents using My Team applet](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-mobile-agent/my-team-application.md) -- Easily access and get insights into the work of the groups you are managing.\n      - [My team dashboard](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-mobile-agent/my-team-dashboard-mob.md) -- As a group manager, with the My team dashboard, gain insights into the data like incidents at risk, breached incidents or overdue changes.\n        - [Overdue changes](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-mobile-agent/overdue-change-mobile.md) -- Work on the overdue changes of your team\n      - [Unassigned incidents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-mobile-agent/process-unassigned-incident.md) -- Use the Unassigned incidents applet to assign, reassign, edit or promote to a major incident.\n      - [Manage upcoming shifts with On-Call Scheduling](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-mobile-agent/manage-upcoming-shifts.md) -- As an On-Call Scheduling manager, view your team's schedule and perform activities like approving time-off requests and providing coverage.\n      - [Manage time-off requests with On-Call Scheduling](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-mobile-agent/time-off-request.md) -- Use the Time-off requests tab to approve or reject the time-off request that you've received.\n      - [Manage gaps and conflicts with On-Call Scheduling](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-mobile-agent/manage-gaps-and-conflict.md) -- Resolve all gaps and conflicts for the shifts in your group.\n      - [Performance metrics](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-mobile-agent/perf-metrics-mob.md) -- Access the performance data of your team directly from your mobile with the ITSM Mobile Agent app.\n    - [Managing major incidents using Major Incident applet](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-mobile-agent/mim-mobile.md) -- As a major incident manager you can quickly review active major incidents or proposed major incidents and act upon them.\n      - [Active major incidents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-mobile-agent/process-misingle.md) -- View a list of related incidents, details of a major incident and activities on an incident.\n      - [Major incident candidates](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-mobile-agent/major-incidents-candidate.md) -- View a list of major incident candidates and add comments to the incidents proposed as major incidents.\n        - [Review and work on a major incident candidate](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-mobile-agent/major-incident-candidate.md) -- View a list of major incident candidates and add comments to the incidents proposed as major incidents.\n      - [Major incident dashboard](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-mobile-agent/mim-dashboard-mobile.md) -- Review major incident information at a glance on your mobile.\n      - [Collaboration with major incidents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-mobile-agent/collaboration-major-incident-itsm-mobile.md) -- Initiate and manage the collaboration for the major incident records from the ITSM Mobile Agent app.\n        - [Initiate a chat with the caller from a major incident](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-mobile-agent/initiate-chat-caller-major-inc-itsm-mobile.md) -- Initiate a chat from a major incident record to discuss about the resolution of the issue.\n        - [Initiate chat with assignment group](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-mobile-agent/initiate-chat-assignment-grp-major-inc-itsm-mobile.md) -- Initiate a chat with the assignment group members from a major incident record to discuss about the resolution of the issue.\n        - [View active collaborations](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-mobile-agent/view-active-collab-major-inc-itsm-mobile.md) -- As a major incident manager, you can view all the active collaborations for the major incidents.\n        - [Add participants to a conference call from a major incident](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-mobile-agent/add-participants-major-inc-call-itsm-mobile.md) -- Add participants to an active conference call from a major incident record to discuss about the resolution of the major incident.\n        - [Join an active conference call from a major incident](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-mobile-agent/join-call-major-inc-itsm-mobile.md) -- You can join an active conference call from a major incident record to discuss about the resolution of the issue.\n        - [End a conference call from major incident](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-mobile-agent/end-major-inc-call-itsm-mobile.md) -- A host or a user with the major incident manager role can end the conference call.\n    - [Reference](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-mobile-agent/reference-for-itsm-mobile-agent.md) -- Reference section provides additional information about components installed with Mobile Agent\n      - [Domain Separation for ITSM Mobile Agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-mobile-agent/domain-separation-itsm-mobile-agent.md) -- This is an overview of domain separation and ITSM Mobile Agent. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can then control several aspects of this separation, including which users can see and access data.\n      - [Settings](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-mobile-agent/settings-mobile.md) -- View the information related to the settings of your ITSM Agent mobile app.\n  - [ITSM Success Dashboard indicators](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-success-dashboard-indicators/success-dashboard-indicator-landing.md) -- ITSM Success Dashboard indicators provide insights to the IT leadership team and process owners so that they can measure the performance of their ITSM implementation using the KPIs defined by ServiceNow.\n    - [Explore](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-success-dashboard-indicators/explore-success-dashboard-indicators.md) -- Get an overview of the ITSM Success Dashboard indicators to understand the different components in the dashboard and how you can use the dashboard for your organization.\n      - [ITSM Success Dashboard indicators components](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-success-dashboard-indicators/itsm-sdb-dasboard-overview.md) -- Analyze the performance and self-solve data visually and drive business outcomes with the help of the dashboard components.\n      - [ITSM Success Dashboard indicators KPI definitions and formulas](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-success-dashboard-indicators/sd-kpi-formulae.md) -- Enable ITSM Success Dashboard and configure settings to understand and use the Key Performance Indicators (KPIs) and formulas.\n        - [Performance overview](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-success-dashboard-indicators/performance-overview-ref.md) -- Performance overview details all the KPIs and metrics that help you analyse the benefits of your ITSM implementation.\n        - [Service Quality](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-success-dashboard-indicators/service-quality-ref.md) -- Service quality lists all the KPIs that help you understand the quality of service offered when the employees raise a request to resolve their digital issues.\n        - [Operational Success](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-success-dashboard-indicators/operational-success-ref.md) -- An operational KPI is a quantifiable measure that tracks the efficiency and effectiveness of day-to-day operations in your organization. The KPIs can be organized in a dashboard that highlights the areas that are running efficiently and the areas that need attention.\n    - [Configure](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-success-dashboard-indicators/configure-success-dashboards.md) -- Set up the ITSM Success Dashboard indicators so that IT leadership teams and process owners can start using the dashboard.\n      - [Install ITSM Success Dashboard indicators](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-success-dashboard-indicators/install-success-dashboard.md) -- You can install the ITSM Success Dashboard indicators application (sn_sd_itsm) if you have the admin role. The application installs related ServiceNow Store applications and plugins if they are not already installed.\n      - [ITSM Success Dashboard Admin console](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-success-dashboard-indicators/admin-console-sd.md) -- The ITSM Success Dashboard offers valuable insights to both the leadership team and process owners, enabling them to assess the performance of their product implementation.\n        - [Set the refresh interval for Success Dashboard indicators](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-success-dashboard-indicators/configure-knowledge-deflection.md) -- Set the refresh interval to calculate the number of incidents deflected within the defined time range when a user reads the KB article recommended by the Virtual Agent.\n          - [Configure the knowledge base for ITSM Success Dashboard indicators](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-success-dashboard-indicators/configure-knowledge-sdb.md) -- Include only the relevant knowledge bases related to IT while determining the Self-solved using Knowledge KPI in ITSM Success Dashboard indicators.\n        - [Configure Virtual Agent topics for ITSM Success Dashboard](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-success-dashboard-indicators/configure-va.md) -- Configure the Virtual Agent (VA) topics for ITSM Success Dashboard indicators so that data is displayed correctly if you have topics other than the base system topics.\n          - [Configure Virtual Agent topics for ITSM Success Dashboard indicators](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-success-dashboard-indicators/instrument-virtual-agent-sdb.md) -- Configure the Virtual Agent (VA) topics for ITSM Success Dashboard indicators so that data is displayed correctly if you have topics other than the base system topics.\n          - [Configure Virtual Agent topics for ITSM Success Dashboard using self-service analytics](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-success-dashboard-indicators/instrument-va-sdb2.md) -- Configure the Virtual Agent (VA) topics for ITSM Success Dashboard indicators using the self-service analytics.\n        - [Update the live agent script include](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-success-dashboard-indicators/update-live-agent-script-include.md) -- Live agent configuration is used in the self-solved deflections (Deflection using KB articles, Deflection using QnA AIS, Deflection using QnA LLM, and Deflection using ITSM VA). While we configure these deflections, we need to update the live agent script include. Update the SSADeflectionHelper script to override the checkInteraction function.\n        - [Set fulfillment automation level of catalog item for the Success Dashboard indicators](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-success-dashboard-indicators/set-fulfillment-automation-level-sdb.md) -- Set the fulfillment automation level of catalog items from manual to fully-automate to reduce manual effort and accelerate the turn around time.\n        - [Activate Performance Analytics jobs for ITSM Success Dashboard indicators](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-success-dashboard-indicators/activae-pa-indicator-jobs-sdb.md) -- Activate the Performance Analytics (PA) jobs to collect daily and historical data for the ITSM Success Dashboard indicators.\n        - [Configure Success Dashboard indicators KPIs](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-success-dashboard-indicators/config-kpis-sdb.md) -- Success Dashboard indicators has a prescriptive methodology for measuring performance. But you can reconfigure the source of the Key Performance Indicators (KPIs) by replacing the available indicators in the base system or by adding more indicators.\n          - [Add contributing indicators](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-success-dashboard-indicators/add-contributing-indicators.md) -- Add new contributing indicators based on your organizational preferences.\n          - [Add time savings](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-success-dashboard-indicators/add-time-savings.md) -- Add new time savings as a contributing indicator based on your organizational preferences.\n          - [Update more information cards](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-success-dashboard-indicators/update-sidepanel-more.md) -- Configure and update the More Information cards in the side panel.\n          - [Create a cost savings indicator for ITSM Success Dashboard](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-success-dashboard-indicators/customize-cost-savings.md) -- Create a cost savings indicator in ITSM Success Dashboard to determine and display the time saved for the contributing indicators when agents work on an incident.\n          - [Modify the currency code for ITSM Success Dashboard indicators](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-success-dashboard-indicators/customize-currency-code.md) -- Modify the currency code for ITSM Success Dashboard indicators.\n      - [Operational Success Admin Console](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-success-dashboard-indicators/admin-console-os.md) -- The Operational Success dashboard provides a consolidated view of the end-to-end performance of the IT processes that are implemented.\n        - [Create an operational success dashboard](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-success-dashboard-indicators/create-operational-success-dashboard.md) -- Create a KPI category and map with the operational dashboard to view the performance of the ITSM processes in your organization.\n      - [Benchmarks admin console](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-success-dashboard-indicators/admin-console-bm.md) -- The ServiceNow Benchmarks application gives you instant visibility into your key performance indicators (KPIs) and trends, as well as comparative insight relative to industry averages of your peers and to the industry top performers.\n      - [Run Update formula script for ITSM Success Dashboard indicators](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-success-dashboard-indicators/run-the-update-formula-script.md) -- Run the UpdateFormulasSD script to recalculate all the formulas in ITSM Success Dashboard indicators if you see outdated data in the dashboard.\n      - [Identify the automation opportunities on ITSM Success Dashboard](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-success-dashboard-indicators/view-auto-opportunities.md) -- Identify the automation opportunities for ITSM Success Dashboard to implement or improve automation solutions for Virtual Agent (VA).\n    - [Maximise the benefits](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-success-dashboard-indicators/measuring-performance-success-dashboard.md) -- Use the ITSM Success Dashboard indicators to measure the performance of your ITSM implementation using the Key Performance Indicators (KPIs) defined.\n      - [Monitoring the KPIs of your ITSM implementation](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-success-dashboard-indicators/monitor-kpi-for-itsm-imlementation.md) -- View and monitor the ITSM Success Dashboard indicators to measure the performance of your ITSM implementation using the Key Performance Indicators (KPIs) defined by ServiceNow.\n      - [Share the Success Dashboard indicators](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-success-dashboard-indicators/share-itsm-success-dashboard.md) -- Share the Success Dashboard indicators with your respective leadership teams, ITSM or HR to view the dashboard and measure the performance of their respective implementations.\n      - [Benchmarks for Success Dashboard indicators](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-success-dashboard-indicators/success-dashboard-benchmark.md) -- You can view the global benchmark score for the Success Dashboard KPIs and trends along with comparative insight relative to the customers using Success Dashboard.\n      - [Estimated Cost Savings for Success Dashboard indicators](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-success-dashboard-indicators/estimated-cost-savings-sd.md) -- Estimated Cost Savings provides the data to measure the success of the product by calculating the total amount saved by the agents for Virtual Agent, Knowledge, and Service Catalog.\n      - [View metrics for selected period in ITSM Success Dashboard indicators](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-success-dashboard-indicators/view-metrics-selected-period.md) -- View the Key Performance Indicators (KPIs) metrics on the ITSM Success Dashboard for a selected period to analyze the performance.\n      - [Create target for the KPI in the Success Dashboard](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-success-dashboard-indicators/create-target-kpi-sd.md) -- Create a target for a KPI to be on par with the benchmark score or the organizational targets.\n    - [Reference](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-success-dashboard-indicators/itsm-success-dashboard-reference.md) -- Reference topics provide additional information about components installed with ServiceNow ITSM Success Dashboard indicators.\n      - [Success Dashboard indicators user roles and responsibilities](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-success-dashboard-indicators/success-roles.md) -- Leaders and process owners of both ITSM and HR can configure and use the Success Dashboard indicators to measure the success of the implementation.\n  - [ITSM Virtual Agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-virtual-agent/itsm-virtual-agent.md) -- You can use ITSM Virtual Agent to support and scale your IT organization. With ITSM Virtual Agent, your technicians can address more challenging IT-related user requests and incidents.\n    - [Exploring ITSM Virtual Agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-virtual-agent/explore-itsm-va.md) -- The ServiceNow ITSM Virtual Agent provides assistance through conversations within an intelligent messaging interface.\n    - [Setting up ITSM Virtual Agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-virtual-agent/setting-up-itsm-va.md) -- Set up the ITSM Virtual Agent features and components that you need to provide support to your employees, IT teams, and customers.\n      - [Set up ITSM Virtual Agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-virtual-agent/setup-itsm-virtual-agent.md) -- You can create and publish conversation topics in Virtual Agent Designer if you have administrator roles.\n      - [Set up the Local Admin Access topic](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-virtual-agent/setup-admin-access.md) -- Administrators and users with the Virtual_agent_admin role can install and activate the Agent Client Collector Spoke plugin. Developers can update scripts and configure commands as needed for their organization.\n      - [Set up actionable notifications for ITSM Virtual Agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-virtual-agent/setup-actionable-notifications.md) -- Administrators and users with the virtual_agent_admin role can enable system notifications, trigger Workflow Studio flows for actionable notifications topics, and activate notifications in Virtual Agent.\n      - [Set up Issue Auto Resolution for ITSM Virtual Agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-virtual-agent/setup-itsm-ar.md) -- Users with the virtual_agent_admin or admin role can configure Virtual Agent settings to indicate discoverable topics, set business rules, and more.\n      - [Enabling dialog intelligence](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-virtual-agent/dialog-acts-itsm-va.md) -- Enable support for dialog intelligence in ITSM Virtual Agent to let the Virtual Agent dynamically react to user utterances and modifications during your conversation.\n    - [Using ITSM Virtual Agent pre-built topics](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-virtual-agent/using-itsm-va.md) -- ITSM Virtual Agent includes several pre-built topic conversations designed to help your users complete common IT-related tasks, such as resetting a password and creating an incident.\n      - [IT Issues pre-built topics for ITSM Virtual Agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-virtual-agent/itsm-va-it-issues-generic.md) -- IT Issues topic conversations are designed to automate common IT-related issues, such as email setup, VPN connectivity, and conference room problems.\n      - [Self-Service pre-built topics for ITSM Virtual Agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-virtual-agent/itsm-va-self-service-topics.md) -- Self-Service topic conversations are designed to give users to access IT-related information, such as open or check IT ticket status, verify assigned equipment, and Knowledge Base search.\n      - [Citrix session pre-built topics for ITSM Virtual Agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-virtual-agent/manage-citrix-convo-flow.md) -- Users can reset any Citrix desktop or application session using Virtual Agent conversation flows. Users can also provision a Citrix desktop or application.\n      - [Password management topics for ITSM Virtual Agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-virtual-agent/itsm-password-management.md) -- End users can perform password reset, password change, and account unlock actions using Virtual Agent conversations.\n      - [Microsoft Office 365 Group pre-built topics for ITSM Virtual Agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-virtual-agent/manage-office-365-group-convo-flow-actions.md) -- ITSM Virtual Agent helps you manage Microsoft Office 365 Groups using actions in conversation flows.\n      - [Microsoft Active Directory pre-built topics for ITSM Virtual Agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-virtual-agent/manage-microsoft-active-directory-actions.md) -- ITSM Virtual Agent helps you manage Microsoft Active Directory distribution lists using actions in conversation flows.\n      - [Microsoft Exchange Online meeting management pre-built topic for ITSM Virtual Agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-virtual-agent/manage-meeting-convo-flow.md) -- ITSM Virtual Agent helps you manage meetings in Microsoft Exchange Online. Using the Manage Meetings EXO topic, you can schedule, reschedule, and cancel a meeting.\n      - [Microsoft Exchange Server meeting management pre-built topics for ITSM Virtual Agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-virtual-agent/exchange-server-convo-flow.md) -- ITSM Virtual Agent helps you manage meetings in Microsoft Exchange Server. Using the Manage Meetings EXS topic, you can schedule, reschedule, and cancel a meeting.\n      - [Virtual machine pre-built topics for ITSM Virtual Agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-virtual-agent/manage-virtual-machine.md) -- ITSM Virtual Agent helps you manage a virtual machine (VM) using conversation flows. With this conversation flow, you can start, stop, terminate, describe, and provision a virtual machine.\n      - [Pre-built setup topics for Virtual Agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-virtual-agent/itsm-va-setup-topics.md) -- Use pre-built setup topics to create a standard welcome greeting and a conversation closing. In addition, setup topics can provide user feedback and surveys, as well as error handling.\n      - [Fulfiller pre-built topics for ITSM Virtual Agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-virtual-agent/itsm-va-fulfiller-topics.md) -- Fulfiller topic conversations are designed specifically for ITSM professionals with the itil role. These pre-built topics include resolving an incident, creating a problem, and updating data in the system.\n      - [Reusable ITSM Virtual Agent pre-built topic blocks](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-virtual-agent/itsm-va-topic-blocks.md) -- Reuse topic blocks to perform common functions in ITSM Virtual Agent conversations, such as creating an incident or performing a search.\n        - [Employee Experience topic blocks](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-virtual-agent/employee-experience-va-topicblocks.md) -- ITSM Virtual Agent helps you manage meetings in Microsoft Exchange Online. Using the Manage Meetings EXO v1.0 topic, you can schedule, reschedule, and cancel a meeting.\n    - [ITSM Virtual Agent pre-built actionable notifications](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-virtual-agent/itsm-actionable-notifications.md) -- Send interactive messages to an employee through Virtual Agent, based on pending tasks or alerts. Deflect some of the most common ITSM incidents to ITSM Virtual Agent, reduce incident volume to Service Desk, and help employees discover ITSM Virtual Agent as a resolution channel.\n      - [Actionable notifications for incidents in ITSM Virtual Agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-virtual-agent/itsm-actionable-notification-flows.md) -- Notify employees of pending tasks and incident alerts with notifications from ITSM Virtual Agent.\n      - [Actionable notifications for Service Catalog requests in ITSM Virtual Agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-virtual-agent/va-itsm-notifications-service-catalog.md) -- Notify employees of Service Catalog tasks and alerts with notifications from ITSM Virtual Agent.\n      - [Actionable notifications for approvals in ITSM Virtual Agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-virtual-agent/va-itsm-notifications-approvals.md) -- Notify employees of approvals for requests with notifications from ITSM Virtual Agent.\n      - [Actionable notifications for Password Reset for Virtual Agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-virtual-agent/itsm-va-notifications-password-reset.md) -- Use Virtual Agent to notify employees when their password is about to expire.\n      - [Actionable notifications for virtual machines in ITSM Virtual Agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-virtual-agent/itsm-va-notifications-virtual-machine.md) -- Notify users when a change is made to a virtual machine (VM) instance.\n      - [Actionable notifications for Issue Auto Resolution in ITSM Virtual Agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-virtual-agent/itsm-va-notifications-iar.md) -- Notify employees when Virtual Agent finds a topic that matches the end user's intent.\n      - [Issue Auto Resolution for ITSM Virtual Agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-virtual-agent/itsm-va-auto-resolution.md) -- Proactively deflect common ITSM incidents to ITSM Virtual Agent. Initiate a conversation with an end user after they submit an incident through a non-conversational service channel, if an existing ITSM Virtual Agent conversation can resolve the issue.\n        - [Enabling AI Search in Issue Auto Resolution](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-virtual-agent/enable-ai-search-itsm.md) -- You can enable AI Search as a fallback mechanism in Issue Auto Resolution when there are no matching intents found for the incident.\n      - [Tracking deflections in ITSM Virtual Agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-virtual-agent/itsm-va-deflection.md) -- You can use the pre-built deflection topics and topic blocks in Virtual Agent conversations to track the incidents that ITSM Virtual Agent helped to resolve.\n  - [ITSM Virtual Agent Lite](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-virtual-agent/itsm-virtual-agent-lite.md) -- Access a pre-built subset of ITSM Virtual Agent features to quickly and easily implement a virtual agent for your end users. ITSM Virtual Agent Lite offers an introductory collection of conversation topics for IT support.\n    - [Setting up ITSM Virtual Agent Lite](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-virtual-agent/setup-itsm-virtual-agent-lite.md) -- Setup ITSM Virtual Agent Lite using to use the read-only, pre-built conversation topics for your most common ITSM self-service cases. For example, you can connect your users with a virtual agent to check ticket status, search the knowledge base, and report an issue.\n      - [ITSM Virtual Agent Lite pre-built topics](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-virtual-agent/itsm-virtual-agent-lite-topics.md) -- ITSM Virtual Agent Lite includes several pre-built, read-only topic conversations you can use to set up a virtual agent for your end users.\n  - [L1 IT Service Desk AI Specialist](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/l1-service-desk-ai-specialist.md) -- The L1 IT Service Desk AI Specialist is an autonomous worker, with pre-built skills and AI agents, that is assigned to teams to investigate and resolve incidents end-to-end.\n    - [Explore](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/exploring-l1-sd-ai-specialist.md) -- The L1 IT Service Desk AI Specialist uses AI agents to accomplish bigger tasks, such as task triage or updating customers with solutions that worked for similar issues. Unlike AI agents that automate specific business tasks, the L1 IT Service Desk AI Specialist is designed to perform many relevant tasks to function like a member of your team.\n      - [Autonomous vs. supervised](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/autonomous-supervised.md) -- Learn about the differences between autonomous and supervised execution modes for AI specialists to help determine which should be used for your use cases.\n      - [Domain separation and L1 IT Service Desk AI Specialist](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/domain-sep-l1-sd-ai-specialist.md) -- If any conkeyrefs are broken, re-add them from the doc/source/reuse/domain-separation/domain-separation-overview.dita file.In the short description, edit the first sentence to state whether domain separation is supported or not and add the application name. Keep the conkeyref at the end that describes domain separation.Domain separation is unsupported for L1 IT Service Desk AI Specialist.\n      - [Quality assessment skill](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/qa-l1-sd-ai-spec.md) -- The AI Quality Assessment skill evaluates the work captured in a coaching assessment against the rubric defined on the coaching opportunity.\n      - [Catalog auto submission](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/catalog-variable-collection-slot-fill-l1-sd-ai-spec.md) -- When the L1 IT Service Desk AI Specialist drafts or submits catalog requests with required variables, it uses the variable collection mechanism to collect the information needed to complete the request.\n    - [Configure](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/configuring-l1-sd-ai-specialist.md) -- Configure the name, skills, assignment groups, roles, language proficiencies, and tasks of the L1 IT Service Desk AI Specialist.\n      - [Assign the Service Desk Manager role](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/assign-sdm-role-l1-sd-ai-spec.md) -- Assign the Service Desk Manager [sn_itsm_common.sn_service_desk_manager] role to add the L1 IT Service Desk AI Specialist to your team (assignment group) to help with incident resolution.\n      - [Configure basic details](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/config-details-l1-sd-ai-spec-sow.md) -- Customize the name, profile icon, department, and description of your L1 IT Service Desk AI Specialist to match your organization's specifications.\n      - [Configure profile settings](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/config-profile-l1-sd-ai-spec-sow.md) -- Modify the profile of the L1 IT Service Desk AI Specialist to set its assignment groups, roles, and language proficiencies.\n      - [Configure task settings](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/config-tasks-l1-sd-ai-spec-sow.md) -- Select tasks that the L1 IT Service Desk AI Specialist is capable of.\n      - [Test the L1 Service Desk AI Specialist](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/test-l1-sd-ai-spec-sow.md) -- Test your L1 IT Service Desk AI Specialist on a single record to preview how it works, and verify that it matches your intentions.\n      - [Assigning work to the L1 IT Service Desk AI Specialist](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/work-assign-l1-sd-ai-spec.md) -- Assign work to the L1 IT Service Desk AI Specialist in one of three ways, depending on your current work assignment procedures.\n        - [Manually assign work](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/work-assign-l1-sd-ai-spec.md) -- Assign work to the L1 IT Service Desk AI Specialist in one of three ways, depending on your current work assignment procedures.\n        - [Assignment rules](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/work-assign-l1-sd-ai-spec.md) -- Assign work to the L1 IT Service Desk AI Specialist in one of three ways, depending on your current work assignment procedures.\n        - [AWA](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/work-assign-l1-sd-ai-spec.md) -- Assign work to the L1 IT Service Desk AI Specialist in one of three ways, depending on your current work assignment procedures.\n      - [Data policy and SDM access](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/qa-config-data-policy-sdm-role-l1-sd-ai-spec.md) -- Verify that the data policy and role configuration for coaching assessments are active in your instance. These settings control access to coaching opportunity records and give Service Desk Managers read access to quality assessments.\n    - [Use](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/using-l1-sd-ai-specialist.md) -- The L1 IT Service Desk AI Specialist is assigned to teams to investigate and resolve incidents end-to-end like a member of your team.\n      - [Onboard the L1 Service Desk AI Specialist](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/onboard-l1-sd-ai-spec.md) -- Onboard the L1 IT Service Desk AI Specialist to add to your team or user assignment group and perform the tasks as defined by the L1 IT Service Desk AI Specialist.\n      - [View the performance](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/perf-l1-sd-ai-spec.md) -- Review performance analytics for the L1 IT Service Desk AI Specialist to track task execution success. You can use analytics to help make choices to tune the L1 IT Service Desk AI Specialist to suit your exact business needs.\n        - [Performance overview](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/perf-overview-l1-sd-ai-spec.md) -- The performance overview provides graphical representations in percentages to measure the overall effectiveness of the l1 service desk AI specialist in resolving incidents from various categories. Track how many incidents the AI specialist is handling, how quickly they are resolved, and how often incidents get reassigned.\n        - [Quality view](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/perf-quality-l1-sd-ai-spec.md) -- Review how the AI Specialist measures up in each quality area.\n        - [Detailed view](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/perf-detailed-view-l1-sd-ai-spec.md) -- The detailed view helps you identify which services or categories need the most attention by showing how the AI specialist resolves incidents, why incidents get reassigned, and how many exchanges are needed for each service or category.\n        - [Value and feedback](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/perf-value-feedback.md) -- The Value and feedback tab helps you assess the impact and user satisfaction of the L1 IT Service Desk AI Specialist by tracking adoption trends, customer sentiment, and direct user feedback.\n        - [KB article tab](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/perf-kbarticle.md) -- See which articles are retrieved, cited in responses, or left unused. Identify which content is driving successful resolutions and where gaps exist.\n        - [Catalog tab](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/catalog-tab-l1-sd-ai-spec.md) -- See which catalog items the L1 IT Service Desk AI Specialist drafts requests from, how many of those requests get submitted, and where drafts are abandoned, cancelled, or reassigned to a human agent.\n      - [View the activity of the L1 IT Service Desk AI Specialist](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/activity-l1-sd-ai-spec.md) -- View the task execution history of the L1 IT Service Desk AI Specialist to track where and when it is planning and attempting executions. You can also give feedback on its performance.\n      - [Deactivate the L1 Service Desk AI Specialist](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/deactivate-l1-sd-ai-spec.md) -- Deactivate the L1 IT Service Desk AI Specialist so that it no longer acts on records and lists.\n      - [View abandoned draft catalog request rates](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/catalog-cleanup-abandoned-cart-l1-sd-ai-spec.md) -- Monitor the abandonment rate of unsubmitted draft catalog requests created by the L1 IT Service Desk AI Specialist but not submitted by requesters within a specified retention period.\n      - [Request cancellation](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/catalog-request-cancellation-l1-sd-ai-spec.md) -- When an incident is escalated to a human agent, the L1 IT Service Desk AI Specialist automatically cancels any catalog request it created for that incident, to prevent unnecessary fulfillment work.\n    - [Reference](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/reference-l1-sd-ai-specialist.md) -- Reference for L1 IT Service Desk AI Specialist provides additional information about related properties and roles.\n      - [Service Desk Manager role](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/roles-required-l1-sd-ai-spec.md) -- The IT Service Management for AI Agent Collection plugin[sn_itsm_aia] installs Service Desk Manager and AI Worker roles when activated.\n      - [Catalog request states](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/catalog-request-states-l1-sd-ai-spec.md) -- States and resolution codes for incidents and catalog requests that the L1 IT Service Desk AI Specialist drafts or submits.\n      - [Incident service and category prediction](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/inc-prediction-l1-sd-ai-spec.md) -- The incident service and category prediction capability is used by the L1 IT Service Desk AI Specialist to effectively triage, categorize and resolve incidents.\n  - [Machine learning solutions for IT Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/machine-learning-itsm.md) -- Machine learning in IT service management helps to enhance business scalability and improve business operations for organizations.\n    - [Request Predictive Intelligence for Incident Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/request-pred-intelli-inc-mgmt.md) -- Activate Predictive Intelligence for Incident Management by requesting the Predictive Intelligence for Incident Management plugin (com.snc.incident.ml_solution) through the Now Support Service Catalog.\n    - [Request Predictive Intelligence for MIM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/request-pred-intelli-mim.md) -- Activate Predictive Intelligence for Major Incident Management by requesting the Predictive Intelligence for Major Incident Management plugin (com.snc.incident.mim.ml_solution) through the Now Support Service Catalog.\n    - [Predictive Intelligence for Incident Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/predictive-intelligence-for-incident.md) -- Use your instance records to build specific solutions for Incident Management.\n    - [Request Predictive Intelligence for Incident](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/request-predictive-intelligence-for-im.md) -- To activate Predictive Intelligence for Incident, request the Predictive Intelligence for Incident plugin (com.snc.incident.ml) through the Now Support Customer Service system. This plugin activates related plugins if they are not already active.\n      - [Predictive Intelligence for Incident](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/pi-for-incident.md) -- Use your instance records to build Incident Management -specific solutions.\n  - [On-Call Scheduling](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/on-call-scheduling/c_OnCallScheduling.md) -- The On-Call Scheduling application identifies the assigned and available member of a support group, for example, when assigning an incident.\n    - [Exploring On-Call Scheduling](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/on-call-scheduling/exploring-on-call-scheduling.md) -- The On-Call Scheduling application helps you ensure that dedicated support team members are available to resolve issues as they arise. Learn more about On-Call Scheduling and the benefits it can provide for the different user roles in your organization.\n      - [On-Call Scheduling capabilities](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/on-call-scheduling/on-call-scheduling-capabilities.md) -- The key features and capabilities of On-Call Scheduling can be used by the various user roles.\n      - [On-Call Scheduling new schedule engine](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/on-call-scheduling/oncall-schedule-engine.md) -- Introducing the new On-call schedule engine with enhanced capabilities and user experience.\n      - [On-Call Scheduling new trigger engine](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/on-call-scheduling/on-call-new-trigger-engine.md) -- On-Call Scheduling new trigger engine enables the on-call subflows to get launched via the flow runner queue instead of the event queue. Launching via the flow runner queue improves the on-call performance and helps to alert the on-call members faster than launching via event queue.\n    - [Configuring On-Call Scheduling](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/on-call-scheduling/configuration.md) -- Plan and configure On-Call Scheduling properties, templates, trigger rules, escalation policies, rosters, and schedules.\n      - [Activate On-Call Scheduling](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/on-call-scheduling/t_ActivateOnCallScheduling.md) -- You can activate the On-Call Scheduling (com.snc.on_call_rotation) plugin if you have the admin role.\n      - [Setting up Slack as a contact method](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/on-call-scheduling/slack-setup-oncall.md) -- You configure Slack to enable users to receive Slack notifications for escalations. To offer Slack as a contact method for shift members, you install the IntegrationHub spoke for Slack.\n      - [Setting up SMS and voice messaging as contact methods](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/on-call-scheduling/c_UseNotifyWithOnCallScheduling.md) -- To send On-call escalation notifications as SMS or voice messages, you must configure Notify.\n      - [Set up MS Teams](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/on-call-scheduling/set-up-msteams-oncall.md) -- Enable users to receive Microsoft Teams notifications for an on-call escalation.\n      - [Set up mobile push](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/on-call-scheduling/set-up-mobile-push-oncall.md) -- Enable users to receive mobile push notifications for on-call escalations.\n      - [Custom channel integration](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/on-call-scheduling/custom-on-call-channel-integration.md) -- You can define and integrate a custom channel to send on-call escalation notifications.\n    - [Viewing schedules and request time-off](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/on-call-scheduling/viewing-schedules-and-escalation.md) -- View your schedule, see the members of your group, request time off, and set your preferences for contact methods.\n      - [View On-Call schedules](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/on-call-scheduling/view-schedules-oncall.md) -- The tiled grouping of on-call shift schedules helps you to review shifts rather than having to search through all shifts in the system.\n      - [Configure my availability and contact preferences](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/on-call-scheduling/config-my-contact-prefs-oncall.md) -- You specify your availability and the methods to use to contact you for On-Call escalations. The instance notifies you if an admin overrides your settings for some reason.\n      - [View my group schedules](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/on-call-scheduling/view-my-group-schedule-oncall.md) -- You can see the on-call schedules for your groups.\n      - [View my personal schedule on the My Schedule report](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/on-call-scheduling/view-my-schedule-oncall.md) -- You can view when you are on call and the escalation lineup for a particular date range.\n      - [Request time off and suggest who can cover](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/on-call-scheduling/schedule-time-off-and-cover-oncall.md) -- You can schedule your own time off and suggest a suitable cover from among fellow roster members.\n      - [View my On-Call calendar on my calendar app](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/on-call-scheduling/view-my-schedule-on-my-app-oncall.md) -- You can subscribe to your On-Call calendar using your personal calendar client.\n    - [Managing schedules and shifts](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/on-call-scheduling/manage-schedules-and-shifts.md) -- You can configure and manage an On-call schedule and shift. Add or remove members to a shift and override their contact preferences.\n      - [Enable users to subscribe to the On-Call calendar](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/on-call-scheduling/enable-subscribe-calendar-oncall.md) -- Configure an On-Call calendar subscription URL and send it to the members of a shift. The URL is an iCal link that enables users to subscribe to their on-call calendar from their preferred calendar client.\n      - [Configure preferences for a user group](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/on-call-scheduling/config-group-prefs-oncall.md) -- Specify the On-Call preferences for a user group.\n      - [Configure On-Call communication channel](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/on-call-scheduling/config-oncall-communication-channel.md) -- Configure notification messages sent from a communication channel for on-call escalations. You can customize the notification content, the response keywords, table and the domain they apply, for a specific channel available in the base system such as Email and Microsoft Teams or a custom channel that is created.\n      - [Override contact preferences for a shift](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/on-call-scheduling/override-contact-prefs-oncall.md) -- Override all shift members' contact preferences to enforce a communication channel, for example, in case of an emergency.\n      - [Configure or update an On-Call shift](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/on-call-scheduling/config-update-shift-oncall.md) -- You can add extra coverage, specify extra times for when a shift is active, and schedule time off.\n        - [Configure a roster](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/on-call-scheduling/config-roster-oncall.md) -- Edit a roster to specify its reminder and escalation settings and to identify a subset of group members to participate in the On-Call roster.\n        - [Update shift details from the On-Call calendar](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/on-call-scheduling/update-shift-from-calendar-oncall.md) -- To save time, update shift details directly from an on-call calendar.\n        - [Send or resend reminders of an upcoming shift](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/on-call-scheduling/send-shift-remind-email-oncall.md) -- Remind roster members of an upcoming shift by sending an email notification. You specify the number of days before their shift starts for the email.\n        - [Configure the lead time for email reminders](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/on-call-scheduling/config-lead-time-reminders-oncall.md) -- On-Call Scheduling includes a scheduled job that checks if any shift members should be notified about upcoming On-Call commitments. Modify the lead time for the reminder to be sent.\n        - [Manage requests for time off](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/on-call-scheduling/manage-time-off-requests-oncall.md) -- As a shift manager, you can review and approve time-off requests from shift members. You also specify the roster member who can cover for the time.\n        - [Resolve gaps, conflicts, and time-off requests in a shift](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/on-call-scheduling/resolv-gap-conflct-timeoff-oncall.md) -- Review and resolve gaps and conflicts. Find a replacement on-call member for time-off requests to ensure proper support coverage.\n        - [Managing roster members](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/on-call-scheduling/managing-roster-members.md) -- You can manage roster members by adding and removing users to or from the roster as needed. You can also modify the order number for a member without affecting the past shift schedule.\n          - [Add a new or returning employee to a roster](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/on-call-scheduling/add-new-emplyee-to-roster-oncall.md) -- You can add a new employee or an employee who had previously been a member to a roster.\n          - [Modify the order of a member in a roster](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/on-call-scheduling/set-member-rotation-order-oncall.md) -- You can modify the order number for a member without affecting the past shift schedule.\n          - [Remove a member from a roster](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/on-call-scheduling/remove-member-from-roster-oncall.md) -- You might remove a member from a roster, for example, if they are no longer a member of the organization or of the group.\n      - [Configure or update an On-Call schedule](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/on-call-scheduling/create-update-schedule-oncall.md) -- Create an On-Call schedule or edit an existing schedule by defining shifts and rosters.\n        - [Updating an On-Call schedule](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/on-call-scheduling/update-schedule-oncall.md) -- Shift managers and members can use the Schedules tabs to view and update the on-call schedules of a group. Shift managers can review, manage, and resolve gaps or conflicts in your On-Call schedule from a single view.\n        - [Update a schedule entry](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/on-call-scheduling/schedule-entry-update-oncall.md) -- You can deactivate a schedule entry or update setting like schedule entry type, date, or time.\n        - [Configure contact sources](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/on-call-scheduling/config-contact-sources-oncall.md) -- Configure the communications methods that shift managers can choose from to send on-call schedule notifications. For example, add email and phone contact sources.\n        - [Manage shifts from the Calendar view](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/on-call-scheduling/customize-calendar-view-oncall.md) -- The Calendar view displays all shifts for a user group for a specified time interval. Use the Calendar view of an On-Call schedule to update or manage shifts.\n        - [Manage shifts from the Timeline view](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/on-call-scheduling/customize-timeline-view-oncall.md) -- Use the Timeline view of an On-Call schedule to update or manage shifts based on the geographical location of roster members.\n      - [Set a shift to Draft mode while waiting for info](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/on-call-scheduling/set-shift-to-draft-oncall.md) -- If you do not have all the information that you need to define a shift, you can set the shift to Draft mode. Later, when all the information is available, you can publish the shift so you can add it to a schedule.\n      - [Delegate the shift manager [rota_admin] role](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/on-call-scheduling/delegate-shift-mgr-role-oncall.md) -- As a shift manager, you can delegate your role to a member of shift.\n    - [Viewing On-Call Scheduling reports](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/on-call-scheduling/viewing-reports.md) -- Generate escalation and schedule reports. You can also view performance report.\n      - [Run an Escalations report to view who is on call](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/on-call-scheduling/run-escalations-report-oncall.md) -- The Escalations report displays the escalation sequence and the rules that apply for a selected date. For each group that you are authorized to see, you can choose to show either the active roster members or the on-call person.\n      - [Run a Schedule report to view my schedule](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/on-call-scheduling/run-schedule-report-oncall.md) -- An On-Call Rotation Schedule report shows users or groups that are on-call for a specified time period.\n      - [Legacy: Viewing Escalation Overview reports](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/on-call-scheduling/viewing-esc-oview-report-oncall.md) -- Run Escalation Overview reports to view count and rate information on escalations currently in progress, acknowledged and unacknowledged escalations, and Mean Time to Acknowledge (MTTA). You can view data for all groups or for one or more selected groups.\n      - [Legacy: Viewing the Performance reports for escalations](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/on-call-scheduling/viewing-performance-report-oncall.md) -- The Performance reports enable detailed review of how well escalations are being processed. You have precise control of the data that describes escalation progress using filters like group, priority, level, or escalation category.\n      - [Legacy: Viewing Group Overview reports](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/on-call-scheduling/viewing-group-oview-report-oncall.md) -- Run My Groups Overview reports to view the activities of a selected group: Count information on acknowledged and unacknowledged escalations by shift, acknowledged escalations by user, and the hours for each user over seven days.\n    - [Defining On-Call Scheduling escalation process](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/on-call-scheduling/defining-escalation-process-and-template.md) -- Create shift and group templates, escalation policies and trigger rules. Design escalation process and track progress of an escalation.\n      - [Escalations in On-Call Scheduling](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/on-call-scheduling/escalations-oncall.md) -- An escalation is a mechanism that ensures that important issues are addressed in a timely manner.\n        - [Designing an escalation process](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/on-call-scheduling/designing-escalation-process-oncall.md) -- To design an escalation process for a task, you define a trigger rule and configure one or more escalation policies.\n          - [Configure a table for escalation trigger rules](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/on-call-scheduling/configure-tables-for-escalation-trigger-rule.md) -- Configure escalation trigger rules for the tables that do not extend tasks.\n          - [Create an escalation trigger rule](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/on-call-scheduling/create-trigger-rule-oncall.md) -- Create a trigger rule to specify both the conditions under which an escalation process should begin and the actions (workflow or script) to perform for the escalation.\n          - [Create an escalation policy](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/on-call-scheduling/create-custom-esc-policy-oncall.md) -- An escalation policy includes the policy type that defines the order in which rosters and roster members receive escalation notifications. You can create a custom escalation policy for a shift by overriding settings in a default escalation type, for example, by configuring custom delays between escalation steps.\n          - [Escalation and reminder settings for rosters](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/on-call-scheduling/escalation-remind-settings-oncall.md) -- Use the escalation settings to specify how and when escalations occur and when reminder notifications are sent.\n          - [Example escalation reports](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/on-call-scheduling/example-escalation-reports-oncall.md) -- Because escalation reports depend on the escalation type, report content can vary greatly.\n        - [Track the progress of an escalation](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/on-call-scheduling/track-escalation-progress-oncall.md) -- Use the On-Call Escalation Tracking page for full visibility into the time line of an active or closed escalation as it progresses through its on-call escalation path.\n        - [View details in an escalation log](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/on-call-scheduling/view-escalation-logs-oncall.md) -- View the escalation log record for full details on the time line and actions for an on-call escalation as it progressed through the on-call escalation path. You can also access escalation and escalation notification information from reports.\n      - [Assigning On-Call Scheduling roles](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/on-call-scheduling/roles-assigning-oncall.md) -- Admins can assign On-Call Scheduling roles to user groups and to individual users based on user activities and responsibilities.\n      - [Create a shift template to simplify configuring shifts](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/on-call-scheduling/create-shift-template.md) -- You can predefine sets of shift settings using shift templates. Shift templates are a subset of group templates.\n      - [Create a group template to simplify configuring schedules](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/on-call-scheduling/create-group-template.md) -- Create templates to help your group create on-call schedules. For example, use the 24/7 template, which is available in the on-call demo data, to create on-call schedules for continuous service.\n    - [Mobile experience for On-Call Scheduling](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/on-call-scheduling/mobile-experience-ocs.md) -- View and manage on-call schedules from a mobile device with the On-Call Scheduling mobile applet.\n      - [Getting started with the On-Call Scheduling mobile app](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/on-call-scheduling/mobile-getting-started-oncall.md) -- Use the ServiceNow Agent mobile app to access the On-Call Scheduling mobile application. Then log in to an instance and work on your schedules.\n      - [Mobile On-Call Scheduling overview](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/on-call-scheduling/mobile-ocs-overview.md) -- Members and managers of a shift can use the On-Call Scheduling applets and navigation menu on the Mobile Agent application to view and manage shifts and schedules.\n      - [Manage work with ITSM Mobile Agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/on-call-scheduling/my-work-ocs.md) -- As a member of a shift, view your upcoming shifts, request time off, and accomplish daily tasks related to your schedule.\n      - [Manage team with ITSM Mobile Agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/on-call-scheduling/my-team-ocs.md) -- As a shift manager, view your team's schedule and perform activities like approving time-off requests and providing coverage.\n    - [Reference for on-call scheduling](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/on-call-scheduling/reference-for-on-call-scheduling.md) -- Reference section provides additional information about components installed with On-Call Scheduling\n      - [Definitions of On-Call Scheduling terms](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/on-call-scheduling/c_OnCallSchedulingConcepts.md) -- Some terms have specific meaning in the On-Call Scheduling application.\n      - [Components installed with On-call scheduling](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/on-call-scheduling/components-installed-with-on-call-scheduling.md) -- Several types of components are installed with activation of On-call scheduling, including tables and user roles.\n        - [Tables installed with On-Call Scheduling](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/on-call-scheduling/tables-oob-oncall.md) -- On-Call Scheduling adds the following tables.\n        - [Scheduled jobs installed with On-Call Scheduling](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/on-call-scheduling/scheduled-jobs-oob-oncall.md) -- On-Call Scheduling includes scheduled jobs.\n      - [Quick start tests for On-Call Scheduling](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/on-call-scheduling/quick-start-tests-oncallscheduling.md) -- Validate that On-Call Scheduling still works after you make any configuration change such as apply an upgrade or develop an application. Copy and customize these quick start tests to pass when using your instance-specific data.\n      - [System properties for On-Call Scheduling](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/on-call-scheduling/on-call-properties.md) -- The property settings configure On-Call Scheduling operations.\n      - [On-Call Scheduling subflows](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/on-call-scheduling/on-call-scheduling-subflows-overview.md) -- Subflows in On-Call Scheduling enable you to build and configure on-call escalation notification flows.\n        - [Subflows installed with On-Call Scheduling](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/on-call-scheduling/subflows-installed-on-call-scheduling.md) -- Subflows are installed with On-Call Scheduling to support building on-call escalation notification configurable flows.\n      - [On-Call Scheduling workflows](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/on-call-scheduling/workflows-oncall.md) -- Workflows perform On-Call Scheduling operations.\n        - [Workflow Activities for On-Call Scheduling](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/on-call-scheduling/workflow-activities-oncall.md) -- Workflow activities in On-Call Scheduling workflows.\n      - [Domain separation and On-Call Scheduling](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/on-call-scheduling/domain-separation-on-call-scheduling.md) -- Domain separation is supported in On-Call Scheduling. The On-Call Scheduling application helps you to ensure that dedicated support team members are available to resolve issues as they arise. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.\n  - [Platform Analytics ITSM Dashboards](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-dashboards-content-pack-sd.md) -- The ITSM Dashboards content pack provides several Platform Analytics Solutions that contain preconfigured dashboards. This content pack also includes several dashboards and indicators of its own. These dashboards contain actionable data visualizations that help you improve your business processes and practices.\n    - [IT Agent dashboard for Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/it-agent-dashboard-sow.md) -- View the closed incidents that belong to you and your assignment groups through personalized metric visualization.\n      - [Manage the dashboard in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/manage-it-agent-dashboard.md) -- Add or edit the cards that are to be viewed on the IT Agent Dashboard in Service Operations Workspace.\n    - [Platform Analytics KPIs and dashboards](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/operational-success-kpi.md) -- Use the dashboards to monitor the operational KPIs and identify areas for improvement, optimize processes, to achieve their strategic goals.\n      - [Incident management dashboard](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/incident.md) -- Dashboard providing a view into process metrics related to Open and Closed incidents.\n      - [Major incident dashboard](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/major-incident.md) -- Dashboard providing a view into the process and communication related metrics for Open and Closed major incidents.\n      - [Change Management dashboard](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change.md) -- The Change Management dashboard provides workflow metrics for successful and failed change requests across different change models and types.\n      - [Request dashboard](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/request.md) -- Dashboard providing a view into process metrics related to Open and Closed Requested items.\n      - [Service Catalog dashboard](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-catalog.md) -- Dashboard providing a view into metrics for catalog items.\n      - [Interaction dashboard](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/Interaction.md) -- Dashboard with distribution and process metrics for Interaction.\n      - [Problem dashboard](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem.md) -- Dashboard providing a view into Problem Management related metrics for Open and Closed Problem records.\n      - [On-call dashboard](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/oncall-scheduling.md) -- Dashboard providing view into the performance of On-call Escalations handled by the team.\n    - [Legacy: Performance Analytics ITSM Dashboards](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-dashboards-content-pack.md) -- The ITSM Dashboards content pack provides several Platform Analytics Solutions that contain preconfigured dashboards. This content pack also includes several dashboards and indicators of its own. These dashboards contain actionable data visualizations that help you improve your business processes and practices.\n      - [Legacy: IT Executive dashboard](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/it-executive-dashboard.md) -- See a high-level view across all of ITSM.\n      - [Legacy: IT Manager dashboard](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/itsm-it-manager-dashboard.md) -- Follow the daily and weekly progress of incidents, problems, and requests for your assignment groups.\n      - [Legacy: IT Agent dashboard](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/it-agent-dashboard.md) -- View the open incidents, problems, and requests that belong to you and your assignment groups through personalized reports. You can also see which incidents that belong to your assignment groups exceed the Spotlight threshold.\n  - [Problem Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/c_ProblemManagement.md) -- The ServiceNow Problem Management application helps you identify the cause of errors in the IT infrastructure that are reported as occurrences of related incidents.\n    - [Exploring Problem Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/exploring-problem-management.md) -- Problem Management supports the ITIL process used to find and fix the root cause of issues that result in incidents. You can record problems, associate incidents, and assign them to the appropriate groups. You can document and communicate known errors and initiate actions to resolve the situation.\n      - [Problem Management process](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/c_ProblemManagementProcess.md) -- Within the platform, problems are handled using the task record system. Each problem is generated as a task record through various means, and is populated with the pertinent information. These tasks are assigned to Problem Management team members to resolve and then close.\n        - [Life cycle of a problem](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/understanding-state-mgmt-transitions.md) -- Problem Management is responsible for managing the life cycle of underlying problems. State transition of a problem guides you through the stages of a problem life cycle, from creation to closure.\n        - [Life cycle of a problem task](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/understanding-state-trans-prob-task.md) -- A problem task is the smallest unit of work that you should perform to complete a problem. State transition of a problem task guides you through the stages of a problem task life cycle, from creation to closure.\n      - [Problem Management models](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/problem-mgmt-models.md) -- You can use Problem Management models to tailor processes for specific use cases.\n    - [Configuring Problem Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/configuring-problem-mgmt.md) -- Create or redesign problem form layouts to align them with the business process workflow of your organization. Categorize problems for monitoring and reporting. Use data lookup and assignment rules to automatically assign a task to a user or group based on predefined conditions.\n      - [Migration Utility](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/migration-utility.md) -- The Problem Management Migration Utility, available in the ServiceNow Store, is a guided setup application that helps you upgrade to adopt the base version of Problem Management using the guided problem life cycle.\n        - [Introducing activities for migration](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/introduction-with-migration.md) -- The Introduction activity helps you to understand the purpose of the migration utility.\n        - [Preparing for migration](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/prepare-migration.md) -- You can prepare your instance for migration before you start the migration activity.\n        - [Migration job](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/migrating-existing-records.md) -- Get your instance ready for the Problem Management Best Practice — Madrid — State Model plugin (com.snc.best_practice.problem.madrid.state_model) and so you can update your existing records with the new states.\n          - [Resolve blocking modifications](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/resolve-blocking-modifications.md) -- Blocking modifications that are detected in your instance are not compatible with the problem state model and you must resolve them before you activate the Problem Management Best Practice — Madrid — State Model plugin.\n          - [Review warning modifications](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/review-warning-modifications.md) -- Warning modifications do not block the Problem Management Best Practice — Madrid — State Model plugin from being activated.\n          - [Map problem states](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/map-problem-state.md) -- Define how problem records are updated when you migrate the records.\n          - [Map problem task states](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/map-problem-task-state.md) -- Define how problem task records are updated when you migrate the records.\n          - [Activate Problem Management Best Practice — Madrid — State Model](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/activate-plugin-problem-management.md) -- You can activate the Problem Management Best Practice — Madrid — State Model plugin (com.snc.best_practice.problem.madrid.state_model) on your instance using the Problem Management Migration Utility store app.\n          - [Prepare base plugins](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/prepare-base-plugins.md) -- Prepare to restore the base functionality that is required for the problem state model you have modified.\n          - [Restore base plugins](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/restore-base-plugins.md) -- Repair the plugins in the specified order to restore the base functionality that is required for the problem state model.\n          - [Resolve blocking and warning modifications](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/resolve-blocking-warning-modifi.md) -- Resolve any blocking modifications and resolve or verify any warning modifications that are detected on your instance.\n          - [Migrate active records](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/migrate-active-records.md) -- Migrate active records to apply the new mappings to your active problem and problem task records.\n          - [Migrate inactive records](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/migrate-inactive-records.md) -- Migrate inactive records to apply the new mappings to all the remaining problem and problem task records.\n          - [Migrated](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/migrated-records.md) -- You have successfully activated the Problem Management Best Practice - Madrid - State Model plugin and updated your problem and problem task records to the new best practice states.\n          - [Modifications](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/migration-utility-modification.md) -- A modification is any alteration such as addition, deletion, or update that you carry out on Problem Management. If you have made significant modifications, you will need to review and resolve some possible blocking modifications.\n        - [Activities to clean up after migration](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/clean-up-after-migration.md) -- After you complete your main migration, you must do some manual clean-up to make your instance similar to the base version of problem management.\n          - [Update dashboard overview](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/cleanup-update-dashboard-overview.md) -- When you activate the problem state model, you need to update the overview dashboard to use the new states.\n      - [Problem Management plugins](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/problem-mgmt-plugins.md) -- Many of the Problem Management plugins are activated in the base system. Others, you can activate when you are ready to use them. Some plugins include demo data.\n        - [Activate Problem Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/activate-prob-mgmt.md) -- You can activate the Problem Management plugin (com.snc.problem) if you have the admin role. This plugin includes demo data and activates related plugins if they are not already active.\n          - [Components installed with Problem Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/installed-with-pm.md) -- Several types of components are installed with activation of the Problem Management plugin, including tables.\n        - [Activate Problem Management Best Practice — Jakarta](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/act-pm-best-prac-jakarta.md) -- The Problem Management Best Practice - Jakarta plugin introduces lookups (impact, urgency and priority) for Problem Management.\n        - [Request ITSM Roles — Problem Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/req-itsm-roles-prob-mgmt.md) -- Request the ITSM Roles plugin (com.snc.itsm.roles) to activate the ITSM Roles — Problem Management plugin (com.snc.itsm.roles.problem_management) to gain more control over the access that different service desk agents, technicians, and managers have within your Problem Management process.\n          - [Components installed with ITSM Roles — Problem Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/prob-roles-instld-itsm-roles.md) -- Several user roles are installed with activation of the ITSM Roles — Problem Management plugin (com.snc.itsm.roles.problem_management).\n        - [Activate Problem Management Best Practice — Madrid](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/activate-pm-best-practice-madrid.md) -- Activate the Problem Management Best Practice — Madrid (com.snc.best_practice.problem.madrid) plugin if you have the admin role. This plugin includes demo data and activates related plugins if they are not already active.\n          - [Components installed with Problem Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/installed-with-madrid-best-prac.md) -- Several types of components are installed with activation of the Problem Management Best Practice — Madrid plugin, including user roles.\n        - [Activate Business Stakeholder](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/activate-business-stakeholders-change.md) -- Activate the Business Stakeholder plugin (com.snc.business_stakeholder) if you have an admin role. This plugin installs the Business Stakeholder role. Users with this role can view and approve records at all ITSM product levels.\n          - [Installed with Business Stakeholder](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/installed-with-business-stakeholder-change.md) -- The Business Stakeholder plugin (com.snc.business_stakeholder) installs the Business Stakeholder role when activated.\n        - [Activate Problem Management Best Practice — Madrid — State Model](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/act-pm-best-prac-madrid-state-mod.md) -- The Problem Management Best Practice — Madrid — State Model plugin (com.snc.best_practice.problem.madrid.state_model) introduces new best practice states and guided actions to navigate the life cycle of a problem.\n        - [Activate Problem Management Best Practice — Madrid — Knowledge Integration](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/act-pm-best-prac-madrid-know-int.md) -- Activate the Problem Management Best Practice — Madrid — Knowledge Integration (com.snc.best_practice.problem.madrid.knowledge) plugin if you have the admin role. This plugin includes demo data and activates related plugins if they are not already active.\n          - [Components installed with Problem Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/installed-with-madrid-know-int.md) -- Several types of components are installed with activation of the Problem Management Best Practice — Madrid — Knowledge Integration plugin, including tables.\n        - [Activate Problem Management — ATF Tests](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/activate-problem-mgmt-atf-tests.md) -- You can activate the Problem Management — ATF Tests plugin (com.snc.problem.atf) if you have the admin role. This plugin includes demo data.\n      - [Configure the problem form](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/problem-configure-forms.md) -- Configure the problem form layout to conform to the workflow and the process of your organization. Add, remove, and customize fields and related lists, create problem categories, and modify links as needed.\n        - [Configure the problem form layout](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/configure-problem-form-layout.md) -- Configure the problem form so the information it collects is relevant to your organization's processes. You can easily modify the form to show only the fields, related lists, and other elements that you need.\n        - [Add a field in the assess mandatory field dialog](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/add-field-in-assess-dialog-form.md) -- Add the mandatory fields necessary to move a problem or a problem task record from the New state to the Assess state in the assess dialog form. If you miss filling any of the fields, you can always fill those in the assess dialog form.\n        - [Redesign the problem form](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/design-problem-form.md) -- The form designer allows you to customize elements in the problem form to create different form views, display a field navigator, or provide field properties.\n        - [Configure problem categories](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/configure-problem-categories.md) -- Configure problem categories to provide a refined way of monitoring and reporting problems. Add to or remove category and subcategory choices from the list of problem categories or subcategories.\n      - [Define an assignment rule for problems](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/t_DefineAnAssignRuleForPRBs.md) -- After a problem is logged, it must be assigned to the appropriate group or individual to handle the problem. You can define assignment rules to automate the assignment process.\n      - [Categorize a problem as a major problem](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/categorize-major-problem.md) -- You can prioritize a problem and highlight that it needs a review.\n      - [Enable Problem Management models](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/enable-problem-mgmt-models.md) -- Enable the Problem Management models system property so that you can create and use custom models.\n      - [Create a problem model](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/create-problem-model.md) -- Create custom Problem Management models with states and transitions tailored to your use cases.\n      - [Create a problem task model](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/create-problem-task-model.md) -- Create custom Problem Management models with states and transitions tailored to your use cases.\n      - [Applying CSDM guidelines to Problem Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/pm-use-case-product-view.md) -- Problem Management helps identify the cause of an error in the IT infrastructure, reported as occurrences of related incidents. The goal of this product view is to help you to understand how Problem Management key entities work with the core CSDM framework.\n        - [Problem Management and CSDM tables](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/pm-use-case.md) -- Problem Management manages and uses CSDM tables. Several ServiceNow products benefit from and add value to Problem Management.\n        - [Problem Management use case](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/pm-use-case-example.md) -- The Problem Management use case is described in this section.\n        - [Problem Management considerations](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/pm-use-case-trouble.md) -- Consider these points while implementing the CSDM framework.\n    - [Managing Problems](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/problem-mgmt-lifecycle.md) -- Understand how Problem and Problem task is created, assessed, investigated, and fixed in a Problem or Problem task states.\n      - [Create a problem](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/create-a-problem-v2.md) -- A problem is a cause of one or more incidents. Create a problem to identify the root cause of the incidents and try to prevent them from happening again.\n        - [Create a problem (legacy)](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/create-problem.md) -- A problem is a cause of one or more incidents. Create a problem to identify the root cause of the incidents and try to prevent them from happening again.\n      - [Assess a problem](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/assess-a-problem.md) -- Assess a problem to determine whether the problem requires a thorough investigation.\n      - [Add multiple incidents to a problem](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/add-multiple-incidents-to-problem.md) -- Add multiple incidents to a problem to avoid creating multiple problems for incidents that have the same issue.\n        - [Extension point for Problem Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/extension-point-for-problem.md) -- Extension points enable you to extend the functionality of an application and integrate customizations without altering the application code.\n      - [Associate CIs with Problem](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/add-multiple-cis-to-problem.md) -- Associate multiple affected or impacted configuration items (CIs) to a problem to find out all the CIs that are affected by the same problem.\n      - [Investigate root cause of a problem](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/investigate-root-cause.md) -- Identify the root cause of the problem to analyze, track, and resolve recurring incidents permanently.\n      - [Resolve and complete a problem](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/resolve-and-complete-problem.md) -- Resolve the issue and add detailed note of the resolution for future reference.\n      - [Create change request from a problem](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/fix-a-change.md) -- After you investigate and perform a root cause analysis of the Problem, you can understand whether the Problem can be resolved or you should find a temporary workaround for the Problem. If the Problem can be resolved, implement the fix, or the resolution for the Problem.\n      - [Add multiple change requests to a problem](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/add-multi-change-req-to-prob.md) -- Add multiple change requests to a problem to capture all the requests that you need to implement to fix the problem.\n      - [Create a problem task](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/create-problem-task.md) -- Problem tasks are how the problem coordinator asks subject matter experts for help with identifying the root cause and proposed fix for a problem. Divide the problem into multiple problem tasks to help with the investigation. You can assign the problem tasks to different assignment groups or users.\n      - [Assess a problem task](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/assess-a-problem-task.md) -- Assess a problem task to determine the feasibility of working on the task.\n      - [Complete a problem task](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/complete-a-problem-task.md) -- Resolve and complete the problem task.\n      - [Resolve related incidents from a problem](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/t_CloseRelatedIncFromAPRB.md) -- After you consider a problem to be resolved, the incidents related to the problem with the state On Hold may be resolved using a UI action from the Problem form.\n    - [Communicating the outcome of a problem](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/communicate-outcome-of-problem.md) -- Document the cause and resolution of a problem to resolve incoming incidents quickly and avoid further problems to be raised on the same issue.\n      - [Communicate workaround for Problem](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/communicate-workaround.md) -- Document and communicate workaround to let others know that you are aware of the issue. The workaround is a temporary way to restore service failures and lessen the impact of a Problem for which an actual resolution is not yet available.\n        - [Communicate workaround (legacy)](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/communicate-workaround.md) -- Document and communicate workaround to let others know that you are aware of the issue. The workaround is a temporary way to restore service failures and lessen the impact of a Problem for which an actual resolution is not yet available.\n      - [Communicate a fix](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/communicate-a-fix.md) -- After you have completed root cause analysis of a problem and have come up with a resolution or fix for that problem, submit change requests to get the problem fixed. Documenting and communicating fix helps user to know the solution to a problem.\n      - [Knowledge articles from problems](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/c_CreateKnowledge.md) -- Knowledge bases house the information an organization wants to keep and share. The Problem form includes four options for creating knowledge and communicating information.\n        - [Use the knowledge check box](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/t_UseTheKnowledgeCheckBox.md) -- As with incidents, problems often generate information that may be needed in the future. The system can automatically submit a knowledge article when a problem is closed.\n      - [Create a known error article](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/create-known-error-from-problem.md) -- Create known error articles as reference material. The known error articles document the root cause and the workaround of the problem to help with deflecting incidents.\n      - [Post knowledge](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/t_PostKnowledge.md) -- You can create a knowledge article from the problem immediately, and not wait for when the problem is closed.\n    - [Legacy: Problem Management Platform Analytics Solutions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/problem-content-pack.md) -- Platform Analytics Solutions and in-form analytics contain preconfigured dashboards. These dashboards contain actionable data visualizations that help you improve your business processes and practices.\n      - [Legacy: Problem Overview dashboard](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/problem-overview-dashboard.md) -- This dashboard shows the current state of open problems.\n      - [Legacy: Problem Management dashboard](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/problem-management-dashboard.md) -- Use this dashboard to gain a high-level view across the problem management process, from opening to closing.\n      - [Legacy: Problem Premium dashboard](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/problem-premium-dashboard.md) -- This dashboard uses advanced features such as interactive filters and workbench widgets to provide a broad view of problem reports, both current and over time.\n      - [Legacy: Problem daily 7d - 28d dashboard](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/problem-daily-7d-28d-dashboard.md) -- Track the progress made by different assignment groups in resolving problems in the daily, weekly, and monthly time frames.\n      - [Legacy: Open Problem Age Monitor dashboard](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/open-problem-age-monitor-dashboard.md) -- Use this dashboard to track the progress of open problems across different age buckets. You can break down the problems by priority or assignment group.\n    - [Reference section for Problem Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/reference-section-for-problem-management.md) -- Reference topics provides field descriptions of various forms.\n      - [Problem form](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/problem-form.md) -- Description of the field values for the problem form.\n      - [Problem Task form](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/problem-task-form.md) -- Description of the field values for the problem task form.\n      - [Problem model form](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/problem-model-form.md) -- Description of the field values for the problem task model form.\n      - [Problem task model form](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/problem-task-model-form.md) -- Description of the field values for the problem task model form.\n      - [Problem Management model state transition condition form](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/problem-model-state-transition-condition.md) -- Description of the field values for the model state transition condition form.\n      - [Legacy Problem form](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/legacy-problem-form.md) -- Description of the field values for the legacy problem form.\n      - [Known error article form](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/known-error-article-form.md) -- Description of the field values for the legacy problem form.\n      - [Data lookup for prioritizing problems](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/prioritise-problems.md) -- To follow ITIL guidelines, problem records are prioritized by the impact and urgency of the problem.\n      - [Problem management properties](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/problem-mgmt-properties.md) -- Problem Management properties are used to control features such as creating problem task on a closed problem and reanalyzing a closed or a canceled problem.\n      - [Quick start tests for Problem Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/quick-start-tests-pm.md) -- Validate that Problem Management still works after you make any configuration change such as apply an upgrade or develop an application. Copy and customize these quick start tests to pass when using your instance-specific data.\n      - [Domain separation and Problem Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/domain-separation-and-problem-management.md) -- Domain separation is supported in Problem Management. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.\n      - [Data for problem resolution](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/c_GatherProblemData.md) -- The quick resolution of problems requires gathering as much information as possible about the problem.\n      - [Synchronization between incident and problem records](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/sync-btwn-inci-prob.md) -- Change in a Problem record impacts related Incident records. Notification is sent to the user for each such update.\n      - [Working with contextual search](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/problem-management/problem-with-contextual-search.md) -- Contextual search display results on forms and record producers based on the text that you provide in a field.\n  - [Release Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/release-management/c_ITILReleaseManagement.md) -- The ServiceNow Release Management v2 application encompasses the planning, design, build, configuration, and testing of hardware and software releases to create a defined set of release components.\n    - [Activate Release Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/release-management/t_ActivateReleaseManagement.md) -- Activate the Release Management plugin (com.snc.release_management_v2) with the admin role.\n      - [Components installed with Release Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/release-management/components-installed-with-release-management-v2.md) -- Several types of components are installed with activation of the Release Management v2 plugin, including tables and user roles.\n    - [Business stakeholder role for Release Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/release-management/business-stakeholder-role-for-release-management.md) -- Use the business stakeholder role to read and retrieve data from any table of the Release Management application to generate reports.\n    - [Domain separation in Release Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/release-management/domain-separation-release-management.md) -- This is an overview of domain separation and Release Management. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.\n    - [Release Management concepts](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/release-management/c_ReleaseManagementConcepts.md) -- The Release Management application encompasses the planning, design, build, configuration, and testing of hardware and software releases to create a defined set of release components.\n      - [Default state categories for Release and Release task tables](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/release-management/default-state-categories-for-release-and-release-task-tables.md) -- Understand how the different states of the Release [rm_release] and Release Task [rm_task] tables are configured by default. Use this information to customize the states according to your organizational release processes.\n    - [Using Release Management v2](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/release-management/c_Release.md) -- The Release Management v2 plugin (com.snc.release_management_v2) provides release tables which store information about the planned release and tasks that are required to execute the release.\n      - [Product hierarchy in Release Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/release-management/c_ProductHierarchy.md) -- A release can be an enterprise release, in which it is associated to all products or services or to more than one product. In either case, defining a product is not required.\n      - [Define a product in Release Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/release-management/define-a-product.md) -- Define a product in the Release Management application to facilitate managing a release process.\n      - [Define a release in Release Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/release-management/t_DefineARelease.md) -- During the release planning process, release managers define the type of the release (major, minor, and so on.), schedule of the release (planned start and end dates), required phase, phase tasks, and the scope.\n      - [Define a release phase in Release Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/release-management/t_DefineAReleasePhase.md) -- Define a release phase to represent the different stages of work required to complete your release.\n      - [Define scope of a release in Release Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/release-management/t_ScopeARelease.md) -- Add projects, epics, stories, enhancements, and defects to define the scope of a release.\n    - [Software control distribution](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/release-management/c_SoftwareControlDistribution.md) -- The application enables the Release Management team to control the distribution of software by creating a Definitive Media Library (DML) stored in the CMDB.\n  - [Request Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/request-management/c_RequestManagement.md) -- Request Management allows employees to submit requests for services, products, or information through a self-service portal. It streamlines fulfillment workflows, reduces manual effort, and improves visibility into request status for both users and agents.\n    - [Explore](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/request-management/exploring-request-management.md) -- Request Management allows catalog items to be requested and fulfilled based on defined flows.\n      - [Request Management architecture](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/request-management/request-management-architecture.md) -- Request Management defines the data model and processing flow for catalog item requests, from cart creation through record fulfillment.\n    - [Configure](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/request-management/configuring-request-management.md) -- Configure Request Management to enable the agents to efficiently manage multiple incidents, catalog requests, and catalog tasks.\n      - [Request Management integration with Universal Request](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/request-management/request-mgmt-integration-ur.md) -- Integration of Request Management with the Universal Request application extends the capabilities of Universal Request and enables your employees and agents to create a universal request by submitting a request from a catalog item or record producer. This integration provides a consistent ticketing experience and facilitate inter-department request transfers.\n        - [Create a request from Universal Request](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/request-management/create-request-from-ur.md) -- As a routing agent, create a request from a universal request and then assign it to the appropriate assignment group. The request manager handles the requested items and takes further actions to fulfill the request.\n        - [Requested item state mapping](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/request-management/req-item-state-mapping.md) -- Map your requested items states to the universal request (UR) states to provide a better user experience during the requested item state transition and to track the progress of the request.\n        - [Transfer a request to another department](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/request-management/req-transfer-ur.md) -- Transfer a request to another department with or without resolution to fulfill the request.\n    - [Using Request Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/request-management/using-request-management.md) -- Request Management allows catalog items to be requested and fulfilled based on defined flows.\n      - [Create a catalog request in Agent Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/request-management/create-request-workspace.md) -- You can create a catalog request in Agent Workspace to join the Service Catalog flow from a different flow. For example, from an incident flow, you can create a request, and associate the request with the incident. It helps you in tracking the requests associated with an incident and vice versa.\n    - [Reference](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/request-management/request-management-reference.md) -- Reference topics for Request Management.\n      - [Domain separation in Request Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/request-management/domain-sep-req-management.md) -- This is an overview of domain separation in Request Management. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.\n      - [Request ITSM Roles - Request Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/request-management/request-itsm-roles-rm.md) -- Request the ITSM Roles plugin (com.snc.itsm.roles) to activate the ITSM Roles — Request Management plugin (com.snc.itsm.roles.request_management) to gain more control over the access that different service desk agents, technicians, and managers have within your Request Management process.\n        - [Components installed with ITSM Roles — Request Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/request-management/req-mgmnt-roles-instld-itsm.md) -- Several user roles are installed with the activation of the ITSM Roles - Request Management plugin (com.snc.itsm.roles.request_management).\n      - [Activate Business Stakeholder](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/activate-business-stakeholders-change.md) -- Activate the Business Stakeholder plugin (com.snc.business_stakeholder) if you have an admin role. This plugin installs the Business Stakeholder role. Users with this role can view and approve records at all ITSM product levels.\n        - [Installed with Business Stakeholder](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/change-management/installed-with-business-stakeholder-change.md) -- The Business Stakeholder plugin (com.snc.business_stakeholder) installs the Business Stakeholder role when activated.\n  - [Script includes and customization](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/customize-script-includes-itsm.md) -- Many Script Includes are provided by default with the ITSM products. You can call existing script includes from a script or create your own script includes.\n  - [Service Builder](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-builder/service-builder.md) -- Create and edit services and service offerings using the ServiceNow Service Builder application. Service Builder is an interactive, guided experience as you create and edit services and service offering details. Even though Service Builder is a feature of Service Portfolio Management, its plugin is part of the Digital Portfolio Management list of products in the ServiceNow Store.\n    - [Install](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-builder/install-service-builder.md) -- You can install the Service Builder application (sn_service_builder) using the admin role. The application installs related plugins that aren’t already installed. It also installs the Service Builder components plugin to enable UI components for the product.\n    - [Roles installed with Service Builder](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-builder/service-builder-roles.md) -- Roles are added to Service Builder with the activation of ServiceNow Service Portfolio Management.\n    - [Service Builder approval flow](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-builder/service-builder-states.md) -- As you create and edit services and service offerings in Service Builder, various states get assigned and change on the services' way to being published (approved). Administrators enable the standard approval flow and can even customize it using the subflow option in Workflow Studio.\n    - [Create a service](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-builder/create-service.md) -- Create a service in Service Builder to model, map, and document your own business and technology management services and offerings that relate to your data in Service Portfolio Management.\n    - [Create a service offering](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-builder/create-edit-service-offering.md) -- Create a service offering to define and view the products or applications that make up your service in Service Builder.\n  - [Service Level Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-level-management/service-level-mgmt-landing-page.md) -- The ServiceNow Service Level Management (SLM) application helps to gather service requirements as well as monitor and report with regards to agreed service levels (SLAs).\n    - [Exploring Service Level Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-level-management/exploring-slm.md) -- Use Service Level Management across your organization to monitor and manage the quality of the services.\n      - [Service Level Management concepts](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-level-management/service-level-management-concepts.md) -- The ServiceNow Service Level Management (SLM) application facilitates you to oversee and control the services within the organization.\n      - [Define a service contract](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-level-management/define-a-service-contract.md) -- A new table of SLA contracts is provided through the Service Level Management Service Contracts module. These contracts group together SLAs that relate to a single vendor or customer, as well as the CIs, locations, groups, users, and child contracts that are related to the contract.\n      - [Service Level Agreement (SLA) breakdown definitions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-level-management/sla-breakdown-definition.md) -- Using SLA breakdown, the service owner or service desk manager can see detailed task ownership and SLA duration related data for any task SLA record associated with a task. This helps determine which teams and users are contributing to SLA compliance.\n      - [Service Level Agreement (SLA) processing](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-level-management/c_SLAProcessing.md) -- The SLA engine performs two passes to evaluate SLA definitions and their conditions based on a task.\n        - [Actual and business elapsed times](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-level-management/r_ElapsedTimeCounting.md) -- Task SLA records contain two sets of timing information: Actual elapsed and Business elapsed.\n      - [SLA timer](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-level-management/sla-timer.md) -- Use the SLA timer component to track the amount of time that is required to complete the task as defined by the matching SLA definition.\n    - [Configuring Service Level Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-level-management/configuring-service-level-management.md) -- You can configure various aspects of Service Level Management based on the specific requirements of your organization.\n      - [Service Level Management plugins](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-level-management/sla-plugins.md) -- You can activate one or more of the Service Level Management plugins if they are not already active. Some plugins include demo data.\n        - [Activate Service Level Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-level-management/activate-sla-plugin.md) -- You can activate the Service Level Management plugin (com.snc.sla) if you have the admin role. This plugin includes demo data and activates related plugins if they are not already active.\n          - [Installed with Service Level Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-level-management/r_InstalledWithServiceLevelMgmt.md) -- Activating the Service Level Management plugin adds or modifies these components: tables, properties, UI actions, UI policies, script includes, client scripts, business rules, email notifications, scheduled jobs, and workflows.\n            - [Tables installed with Service Level Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-level-management/r_InstalledWithServiceLevelMgmt.md) -- Activating the Service Level Management plugin adds or modifies these components: tables, properties, UI actions, UI policies, script includes, client scripts, business rules, email notifications, scheduled jobs, and workflows.\n            - [Roles installed with Service Level Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-level-management/r_InstalledWithServiceLevelMgmt.md) -- Activating the Service Level Management plugin adds or modifies these components: tables, properties, UI actions, UI policies, script includes, client scripts, business rules, email notifications, scheduled jobs, and workflows.\n            - [Scheduled jobs installed with Service Level Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-level-management/r_InstalledWithServiceLevelMgmt.md) -- Activating the Service Level Management plugin adds or modifies these components: tables, properties, UI actions, UI policies, script includes, client scripts, business rules, email notifications, scheduled jobs, and workflows.\n        - [Activate SLA Breakdown definitions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-level-management/activate-sla-breakdowns-plugin.md) -- You can activate the SLA Breakdowns plugin (com.snc.sla.breakdowns) if you have the admin role. This plugin includes demo data and activates related plugins if they are not already active.\n          - [Installed with SLA breakdown definitions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-level-management/installed-with-sla-breakdowns.md) -- Several types of components are installed with the SLA breakdown definitions.\n            - [Plugins installed with SLA breakdowns](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-level-management/installed-with-sla-breakdowns.md) -- Several types of components are installed with the SLA breakdown definitions.\n            - [Table installed with SLA breakdowns](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-level-management/installed-with-sla-breakdowns.md) -- Several types of components are installed with the SLA breakdown definitions.\n            - [Properties installed with SLA breakdowns](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-level-management/installed-with-sla-breakdowns.md) -- Several types of components are installed with the SLA breakdown definitions.\n            - [UI policy installed with SLA breakdowns](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-level-management/installed-with-sla-breakdowns.md) -- Several types of components are installed with the SLA breakdown definitions.\n            - [Script includes installed with SLA breakdowns](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-level-management/installed-with-sla-breakdowns.md) -- Several types of components are installed with the SLA breakdown definitions.\n            - [Client scripts installed with SLA Breakdowns](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-level-management/installed-with-sla-breakdowns.md) -- Several types of components are installed with the SLA breakdown definitions.\n            - [Business rules installed with SLA breakdowns](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-level-management/installed-with-sla-breakdowns.md) -- Several types of components are installed with the SLA breakdown definitions.\n        - [Activate SLA timeline](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-level-management/t_ActivateSLATimeline.md) -- You can activate the SLA timeline plugin (com.snc.sla.timeline) if you have the admin role. This plugin activates related plugins if they are not already active.\n          - [Script includes installed with SLA timeline](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-level-management/r_ScriptIncludesIWithSLATimeline.md) -- When SLA timeline is activated, script includes are installed.\n        - [Activate Service Level Management - SLA Timer Config API](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-level-management/activate-sla-timer-config-api.md) -- You can activate the Service Level Management - SLA Timer Config API plugin (com.sn_slm_timer) if you have the admin role.\n          - [Installed with Service Level Management - SLA Timer Config API](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-level-management/installed-with-sla-timer-config.md) -- The Service Level Management - SLA Timer Config API (com.sn_slm_timer) plugin installs the admin role.\n          - [Script Includes installed with SLA Timer Config API](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-level-management/sla-timer-rest-api.md) -- When SLA Timer Config API is activated, script includes are installed.\n      - [Configure Service Level Agreement (SLA)](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-level-management/c_ConfigureSLAs.md) -- Configure SLAs to define a set amount of time for a task to reach a certain condition, to ensure that incidents are closed or resolved according to the expectations set for customers.\n        - [Create an SLA definition](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-level-management/t_CreateAnSLADefinition.md) -- Create SLA definitions to set the conditions under which SLAs attach, pause, stop, and reset on task records. Use them to track and enforce service commitments across your organization.\n      - [Configure SLA retroactive start and pause](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-level-management/t_UseSLARetroactiveStartAndPause.md) -- You can use retroactive start to retain timing information for an SLA when a task record changes. Retroactive pause prevents immediate breaches and notifications when retroactive start is enabled for SLA definitions.\n      - [Configure the SLA timer](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-level-management/sla-timer-configurations.md) -- Configure the SLA timer to determine which task SLA must be displayed as part of the timer component.\n      - [Extend SLA condition rules](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-level-management/c_ExtendSLAConditionRules.md) -- You can create custom SLA condition class and condition rule records.\n        - [Create a custom SLA condition rule](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-level-management/t_DefineANewSLAConditionRule.md) -- You can create custom SLA condition rules to determine whether an SLA should attach, pause, complete, reattach, or cancel. SLA condition classes contain script to define processing for an SLA condition rule. Create an SLA condition rule after the SLA condition class is defined.\n        - [Invoke an SLA condition rule globally](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-level-management/t_InvokeAnSLAConditionRuleGlobally.md) -- You can globally change the default set of SLA condition rules.\n        - [Invoke SLA condition rules on a specific SLA definition](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-level-management/t_InvokeSLACondRulesOnASpecificSLA.md) -- You can change the SLA condition rules for a specific SLA definition.\n      - [Create SLA breakdown definitions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-level-management/create-sla-breakdown-definitions.md) -- You can define an SLA breakdown to capture, store, and relay detailed task ownership information and duration for all task SLA records related to a specific task (incident). SLA breakdown is configurable and you can configure it on the basis of a specific SLA definition.\n    - [Using Service Level Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-level-management/using-service-level-management.md) -- Use the Service Level Agreement (SLA) to define a set amount of time for a task to reach a certain condition, to ensure that incidents are closed or resolved according to the expectations set for customers.\n      - [SLA calculation](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-level-management/r_SLAAutomation.md) -- SLAs are calculated and assessed by a business rule and scheduled jobs that run in the background.\n        - [Run the 2011 SLA engine asynchronously](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-level-management/t_RunSLABusinessRule.md) -- By default in the 2011 SLA engine, the SLA processing is performed by the Run SLAs business rule. This business rule runs synchronously and is the suggested configuration.\n        - [Recalculate SLA times automatically](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-level-management/t_SLACalculationOnTaskDisplay.md) -- By default when a user opens a task, the SLA timing information for that task is not automatically recalculated.\n        - [Use exact times in SLA calculations](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-level-management/t_SLABreachCalculation.md) -- When business percentages are used for SLA calculations, they are rounded up to two decimal places.\n      - [Repair Service Level Agreement (SLA)](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-level-management/c_RepairSLAs.md) -- SLA Administrators can repair SLA records to ensure SLA timing and duration information is accurate.\n        - [Configure SLA repair](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-level-management/r_ManageSLARepair.md) -- Administrators can set SLA repair properties and view repair logs.\n        - [Repair SLA from a form](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-level-management/t_RepairSLAFromAForm.md) -- You can repair task SLA records from the Task form, or from the task SLA form for an SLA associated to a Task.\n        - [Repair SLAs from a list](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-level-management/t_RepairSLAFromAList.md) -- You can repair multiple SLA records from a list of task or SLA records.\n      - [View SLA timeline](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-level-management/t_ViewSLATimeline.md) -- View an SLA timeline to review its details and its progress over time.\n      - [Add custom business rules to Service Level Agreement (SLA)](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-level-management/t_AddCustomBusinessRulesToSLAs.md) -- You can add custom business rules to your SLAs.\n      - [Add custom business rules](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-level-management/r_AddCustomBusRuleToSLACons.md) -- Prior to adding custom business rules to the task SLA table, you must consider a few points regarding the processing and calculation of the task SLA based on your organization’s needs.\n      - [Monitoring Service Level Agreement (SLA)](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-level-management/c_SLAForTheEndUser.md) -- You can view the details for every task SLA record created for a task.\n        - [Verify SLA definition using SLA timeline](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-level-management/Verify-sla-definition-using-sla-timeline.md) -- You can verify that a task is mapped appropriately with a defined SLA using the SLA timeline. If a task is mapped with the SLA definition, the SLA timeline displays a graphical representation of the progress of the task SLA.\n    - [Service Level Management reference](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-level-management/service-level-management-reference.md) -- Reference sections provide additional information about components installed with Service Level Management.\n      - [Flows for SLA](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-level-management/flows-for-sla.md) -- Use the flow actions to send SLA notifications when the duration specified in the SLA definition is crossed.\n      - [SLA notifications](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-level-management/c_SLANotifications.md) -- SLA sends notifications at certain events defined in the workflow.\n      - [SLA duration types](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-level-management/c_SLADuration.md) -- You can select one of two SLA duration types to define the length of time within which a task must be completed before the SLA is breached.\n      - [Schedules within SLA](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-level-management/c_SLASchedule.md) -- Schedules within SLA enable you to define the time periods during which the SLAs accumulate business time.\n      - [SLA duration and schedules](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-level-management/c_SLATimingsAndSchedules.md) -- Schedules have an impact on the duration specified in an SLA definition.\n      - [Time zones in SLAs](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-level-management/c_TimeZonesInSLAs.md) -- You can specify the geographical time zone that is used for schedule calculation.\n      - [SLA conditions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-level-management/c_SLAConditions.md) -- SLA conditions determine when a task SLA record is attached, paused, resumed, reset, canceled, and completed.\n      - [SLA transitions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-level-management/r_SLATransitions.md) -- SLA records pass through a series of transitions during processing.\n      - [SLA condition rules](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-level-management/c_SLAConditionRules.md) -- SLA condition rules control how the different conditions you define in an SLA definition are combined to determine whether an SLA should attach, pause, complete, reattach, or cancel.\n        - [SLAConditionBase script](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-level-management/r_SLAConditionBase.md) -- The SLAConditionBase script include implements the default SLA transitions.\n        - [SLAConditionSimple script](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-level-management/r_SLAConditionSimple.md) -- The SLAConditionSimple script include provides an example modification of default SLA condition processing.\n      - [Service Level Agreement (SLA) process example](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-level-management/t_SLAProcessExample.md) -- As work is done on the relevant task, the SLA may change stage appropriately, depending on the information defined for that SLA in the relevant SLA definition.\n      - [Scheduled jobs for SLA](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-level-management/c_ScheduledJobsForSLA.md) -- SLA has default scheduled jobs to regularly refresh the time calculations on each active task SLA.\n      - [SLA timeline](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-level-management/c_SLATimeline.md) -- The SLA timeline is a feature of the Service Level Management application. The SLA timeline detail helps you understand the progress of an SLA. The timeline provides detailed insight to the task updates which triggered stage changes during the life cycle of a task SLA.\n        - [Understand why an SLA did not trigger as expected](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-level-management/why-sla-did-not-trigger.md) -- Describes the conditions when an SLA might not trigger as expected.\n        - [Use SLA timeline to determine business schedule](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-level-management/sla-timeline-determines-bus-schedule.md) -- This example demonstrates how to use the SLA timeline to determine the business schedules and business percentage time related to a task SLA.\n        - [Use SLA timeline to understand SLA stage change](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-level-management/understand-sla-stage-change.md) -- Describes how you can understand SLA stage changes using SLA timeline.\n        - [Use SLA Timeline to validate a new SLA definition](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-level-management/validate-new-sla-definition.md) -- When a new SLA Definition is created the SLA Timeline can be used to see how the SLA will behave against existing task records.\n      - [Service Level Agreement (Legacy) engines](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-level-management/c_GetStartedWithSLAs.md) -- If you are on an earlier version of the SLA engine, you can upgrade to the 2011 engine to make use of the complete service level management functionality.\n        - [Legacy SLA fields](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-level-management/c_LegacySLAFields.md) -- Previously, only a single SLA could be attached to a task via the Escalation engine. The information for the SLA was stored in the task table using the SLA Due, Made SLA, and Escalation fields.\n        - [Upgrade SLA to 2011 engine](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-level-management/t_MoveFromThe2010ToThe2011Engine.md) -- You can upgrade SLA processing to use the 2011 Engine.\n        - [Organize the migration process](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-level-management/t_OrganizeTheConversionProcess.md) -- There are several ways to convert the old SLAs to the new Task SLAs.\n        - [Convert an SLA to an SLA Definition](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-level-management/t_ConvertAnSLAToATaskSLA.md) -- You must replicate the default SLA record as a new SLA definition.\n        - [Reactivate escalation engine](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-level-management/t_ReactivateAnOldSLAEngine.md) -- Escalation engine is replaced with 2011 SLA Engine.\n      - [Task SLA table](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-level-management/r_TaskSLATable.md) -- The Task SLA [task_sla] table stores Task SLA records for the SLAs attached to particular tasks.\n      - [Service level management overview dashboard](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-level-management/slm-overview-dashboard.md) -- The Service Level Management Overview Dashboard provides insight into Service Level Agreement (SLA) information relevant to the logged-in user. By default, the Overview dashboard is available to users who possess the itil role.\n      - [Legacy: Platform Analytics Solutions for Service Level Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-level-management/service-level-mgmt-content-pack.md) -- This Platform Analytics Solution contains preconfigured dashboards. These dashboards contain actionable data visualizations that help you improve your business processes and practices.\n        - [Service level management PA dashboard](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-level-management/slm-pa-dashboard.md) -- The Service Level Agreement (SLA) Overview module provides a Performance Analytics (PA) Dashboard to review SLA information at a glance.\n      - [Domain separation and Service Level Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-level-management/domain-separation-sla.md) -- Domain separation is supported in Service Level Management. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.\n      - [Quick start tests for Service Level Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-level-management/quick-start-tests-sla.md) -- Validate that Service Level Management still works after you make any configuration change such as apply an upgrade or develop an application. Copy and customize these quick start tests to pass when using your instance-specific data.\n      - [Configure Service Level Agreement (SLA) properties](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-level-management/t_ConfigureSLAProperties.md) -- You can configure the SLA engine, logging, and repair properties based on the requirements within your organization.\n        - [SLA engine properties](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-level-management/t_ConfigureSLAProperties.md) -- You can configure the SLA engine, logging, and repair properties based on the requirements within your organization.\n        - [SLA logging properties](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-level-management/t_ConfigureSLAProperties.md) -- You can configure the SLA engine, logging, and repair properties based on the requirements within your organization.\n        - [SLA repair properties](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-level-management/t_ConfigureSLAProperties.md) -- You can configure the SLA engine, logging, and repair properties based on the requirements within your organization.\n      - [Migrate to service level management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-level-management/c_MigrationToServiceLevelMgmt.md) -- Migrate SLA processing from the escalations engine to use the service level management functionality.\n  - [Service Operations Workspace for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/sow-landing-page.md) -- ServiceNow Service Operations Workspace is a configurable workspace included in ITSM Professional and Enterprise subscriptions that provides a unified experience for multiple IT Service Management and IT Operations Management workflows. Configure your agent experience using the easy-to-navigate interface of Service Operations Workspace for ITSM.\n    - [Exploring Service Operations Workspace for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/explore-sow.md) -- Service Operations Workspace provides agents with a unified view of incidents, alerts, and tasks so they can investigate and resolve service issues from a single interface.\n      - [Access Service Operations Workspace for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/access-sow-itsm.md) -- Experience a unified and seamless experience when managing the life cycle of task records such as incidents and requests.\n      - [Service Operations Workspace for ITSM user interface](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/service-operations-workspace-ui.md) -- You can navigate through the Service Operations Workspace to get an overview of how an agent can prioritize tasks and provide resolution.\n      - [Service Operations Workspace for ITSM landing page](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/sow-ui-landing-page.md) -- An agent can get quick visibility into the work assigned, view announcements, and view upcoming tasks.\n      - [Exploring Recommended Actions for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/exploring-recommended-actions-for-itsm-in-service-operations-workspace.md) -- Recommended Actions for ITSM lets you set up and apply real-time actionable recommendations for speeding up the triaging process. You can resolve issues quickly across various records in the Service Operations Workspace, including Incident, Incident task, Problem, Problem task, Change request, Change task, Interaction, and Request.\n      - [Exploring On-call Scheduling in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/on-call-scheduling-in-service-operations-workspace.md) -- On-Call Scheduling ensures that dedicated support team members are always available to resolve issues as they arise. You can set up on-call schedules, roster rotations, and escalation policies, escalate notifications for a group, and determine the current contact for an escalation.\n    - [Configuring Service Operations Workspace for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/configure-sow.md) -- You can configure Service Operations Workspace so that agents can manage IT fulfillment volume efficiently.\n      - [Migration from ITSM Agent Workspace to Service Operations Workspace for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/migration-from-itsm-aw-sow.md) -- You can easily migrate common customizations and configurations for various features from ITSM Agent Workspace to Service Operations Workspace for ITSM using the on-screen migration utility. With this migration, you won't have to rebuild these features in Service Operations Workspace for ITSM. For these features, you can migrate any specific record types and elements or all of them.\n        - [Install the Migration Utility for Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/install-migration-utility-for-sow.md) -- You can install the Migration Utility for Service Operations Workspace application (sn_sow_migration) if you have the admin role.If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.\n        - [Configure the migration of a custom ITSM table from ITSM Agent Workspace to Service Operations Workspace for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/configure-migration-custom-table-to-sow-itsm.md) -- If you have a custom ITSM table that must be migrated, you must enable the migration of the associated list categories and modules, list actions, related list actions, and New record menu items from ITSM Agent Workspace to Service Operations Workspace for ITSM.\n        - [Create a basic authentication configuration](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/create-basic-authentication-credential-sow-migration.md) -- Authenticate the Table API that the migration utility uses to perform creation, updating, and deletion of records.\n        - [Migrate from ITSM Agent Workspace to Service Operations Workspace for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/migrate-itsm-agent-workspace-to-sow.md) -- Through a set of simple steps, quickly migrate your ITSM Agent Workspace features including configurations and customizations to Service Operations Workspace for ITSM.\n          - [Configure and customize the migration to SOW](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/configurations-and-customizations-from-itsm-aw-sow-itsm.md) -- Several configurations and customizations related to various ITSM Agent Workspace features that can be migrated to SOW for ITSM.\n            - [Migration of UI actions and layouts from ITSM Agent Workspace to Service Operations Workspace for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/ui-actions-layouts-migration-itsm-aw-sow.md) -- Migration from ITSM Agent Workspace to Service Operations Workspace for ITSM includes identifying the required tables, identifying the eligible UI actions and layout records for migrations, and the migration process.\n              - [Perform post-migration tasks for UI actions and layouts](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/verify-migration-status-ui-actions-layouts.md) -- Verify that the UI actions and layouts in Service Operations Workspace (SOW) are consistent with UI actions and layouts in ITSM Agent Workspace (ITSM AW) and are ready for use in SOW. You can update the migrated UI actions and layouts settings in SOW based on your requirements.\n            - [Ribbons migration from ITSM Agent Workspace to Service Operations Workspace for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/ribbons-migration-itsm-aw-sow.md) -- Migration of the ribbons from ITSM Agent Workspace to Service Operations Workspace for ITSM includes identifying the required tables, identifying ribbons records for migration, and the migration process.\n              - [Perform post-migration tasks for ribbons](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/verify-migration-status-ribbons.md) -- Verify that the ribbons in Service Operations Workspace (SOW) are consistent with the ribbons in ITSM Agent Workspace and the ribbons are ready for use in SOW. You can update the migrated ribbon settings in SOW based on your requirements.\n            - [Migration of view rules from ITSM Agent Workspace to Service Operations Workspace for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/view-rules-migration-itsm-aw-sow.md) -- Migration of view rules from ITSM Agent Workspace to Service Operations Workspace for ITSM includes identifying the required tables, identifying the view rules for migrations, and the migration process.\n              - [Perform post-migration tasks for view rules](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/verify-migration-status-view-rules.md) -- Verify that the view rules in Service Operations Workspace (SOW) are consistent with the view rules in ITSM Agent Workspace and are ready for use in SOW. You can update the view rules settings in SOW based on your requirements.\n            - [New record menu items migration from ITSM Agent Workspace to Service Operations Workspace for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/new-record-menu-items-migration-itsm-aw-sow.md) -- Migration of the new record menu items from ITSM Agent Workspace to Service Operations Workspace for ITSM includes identifying the required tables, identifying new record menu items for migrations, and the migration process.\n              - [Perform post-migration tasks for new records](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/verify-migration-status-new-records.md) -- Verify that the new record menus in Service Operations Workspace (SOW) are consistent with the new record menus in ITSM Agent Workspace (ITSM AW) and they are ready for use in SOW. You can update the migrated new record menu settings in SOW based on your requirements.\n            - [Highlighted fields in lists and forms](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/highlighted-fields-lists-forms-migration-itsm-aw-sow.md) -- Migration of the highlighted fields in lists and forms from ITSM Agent Workspace to Service Operations Workspace for ITSM includes identifying the required tables, identifying eligible highlighted field records for migrations, and the migration process.\n              - [Post migration tasks](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/verify-migration-status-highlighted-fields-lists-forms.md) -- Verify that the highlighted fields in list and forms in Service Operations Workspace (SOW) are consistent with the highlighted fields in list and forms in ITSM Agent Workspace (ITSM AW) and are ready for use in SOW. You can update the migrated highlighted fields in list and forms settings in SOW based on your requirements.\n            - [List actions migration from ITSM Agent Workspace to Service Operations Workspace for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/list-actions-migration-itsm-aw-sow.md) -- Migration of the list actions from ITSM Agent Workspace to Service Operations Workspace for ITSM includes identifying the tables and the migration process.\n              - [Migrate the client script from ITSM Agent Workspace to Service Operations Workspace for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/migrate-list-client-script-aw-to-sow.md) -- Configure the client script to migrate list actions from ITSM Agent Workspace to Service Operations Workspace for ITSM.\n              - [Migrate the server script from ITSM Agent Workspace to Service Operations Workspace for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/migrate-list-server-script-aw-sow.md) -- Configure the server script to migrate list actions from ITSM Agent Workspace to Service Operations Workspace for ITSM.\n              - [Migrate the client action from ITSM Agent Workspace to Service Operations Workspace for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/migrate-list-client-action-aw-to-sow.md) -- Configure the client actions to migrate list actions from ITSM Agent Workspace to Service Operations Workspace for ITSM.\n              - [Migrate the UI component from ITSM Agent Workspace to Service Operations Workspace for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/migrate-list-ui-component-from-aw-to-sow.md) -- Configure the UI component to migrate list actions from ITSM Agent Workspace to Service Operations Workspace (SOW) for ITSM.\n              - [Perform post-migration tasks for list actions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/verify-migration-status-list-actions.md) -- Verify that the list actions in Service Operations Workspace (SOW) are consistent with the list actions in ITSM Agent Workspace (ITSM AW) and they’re ready for use in SOW. You can update the migrated list actions settings in SOW based on your requirements.\n            - [List categories and modules migration from ITSM Agent Workspace to Service Operations Workspace for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/list-categories-modules-migration-itsm-aw-sow.md) -- Migration from ITSM Agent Workspace to Service Operations Workspace (SOW) for ITSM includes identifying the required tables, highlighted field records for migrations, and the migration process.\n              - [Perform post-migration tasks for list categories and modules](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/verify-migration-status-list-categories-modules.md) -- Verify that the list categories and modules in Service Operations Workspace (SOW) are consistent with the list categories and modules in ITSM Agent Workspace (ITSM AW) and the list categories and modules are ready for use in SOW. You can update the migrated list categories and modules settings in SOW based on your requirements.\n            - [Migration of form headers from ITSM Agent Workspace to Service Operations Workspace for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/form-headers-migration-itsm-aw-sow.md) -- Migration of the form headers from ITSM Agent Workspace to Service Operations Workspace (SOW) include identifying the required tables, eligible form header records for migrations and the migration process. Form headers provide an overview of the record.\n              - [Perform post-migration tasks for form headers](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/verify-migration-status-form-headers-sow.md) -- Verify that the form header in Service Operations Workspace (SOW) are consistent with the form header in ITSM Agent Workspace (ITSM AW) and are ready for use in SOW. You can update the migrated form header settings in SOW based on your requirements.\n            - [Migration of search configurations from ITSM Agent Workspace to Service Operations Workspace for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/search-config-migration-itsm-aw-sow.md) -- Migration of the search configuration from ITSM Agent Workspace to Service Operations Workspace (SOW) include identifying the eligible form header records and the migration process.\n              - [Perform post-migration tasks for search configurations](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/verify-migration-status-search-config.md) -- Verify that the search configurations in Service Operations Workspace (SOW) are consistent with the search configurations in ITSM Agent Workspace (ITSM AW) and are ready for use in SOW. You can update the migrated search configurations settings in SOW based on your requirements.\n            - [Migration of Agent assist from ITSM Agent Workspace to Service Operations Workspace for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/agent-assist-migration-itsm-aw-sow.md) -- Migration of the Agent assist from ITSM Agent Workspace to Service Operations Workspace (SOW) include identifying the required tables, eligible form header records for migrations and the migrations process.\n              - [Perform post-migration tasks for Agent assist configuration](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/verify-migration-status-agent-assist.md) -- Verify that the Agent assist configurations in Service Operations Workspace (SOW) are consistent with the Agent assist configurations in ITSM Agent Workspace (ITSM AW) and are ready for use in SOW. You can update the migrated Agent assist configuration settings in SOW based on your requirements.\n            - [Migration of Related list declarative actions from ITSM Agent Workspace to Service Operations Workspace for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/related-list-declarative-actions-aw-sow.md) -- Migration of the related list declarative actions from ITSM Agent Workspace to Service Operations Workspace that includes identifying the tables and the migration process.\n              - [Migrate the client script from ITSM Agent Workspace to Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/migrate-related-list-client-script-aw-sow.md) -- Configure the client script to migrate the related list declarative actions from ITSM Agent Workspace to Service Operations Workspace.\n              - [Migrate the server script from ITSM Agent Workspace to Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/migrate-related-list-server-script-aw-sow.md) -- Configure the server script to migrate related list declarative actions from ITSM Agent Workspace to Service Operations Workspace.\n              - [Migrate the client action from ITSM Agent Workspace to Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/migrate-related-list-client-action-aw-sow.md) -- Configure the client actions to migrate related list declarative actions from ITSM Agent Workspace to Service Operations Workspace.\n              - [Migrate the UI component from ITSM Agent Workspace to Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/migrate-related-list-ui-component-aw-sow.md) -- Configure the UI component to migrate related list declarative actions from ITSM Agent Workspace to Service Operations Workspace.\n              - [Perform post-migration tasks for related list declarative form actions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/verify-migration-status-related-actions-aw-sow.md) -- Verify that the related list declarative form actions in Service Operations Workspace (SOW) are consistent with the related list declarative form actions in ITSM Agent Workspace (ITSM AW) and they’re ready for use in SOW. You can update the migrated related list declarative form actions settings in SOW based on your requirements.\n            - [Migration of field decorators from ITSM Agent Workspace to Service Operations Workspace for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/field-declarative-actions-aw-sow.md) -- Migration of the field decorators actions from ITSM Agent Workspace to Service Operations Workspace that includes identifying the tables and the migration process.\n              - [Client script](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/migrate-field-declarative-client-script-aw-sow.md) -- Configure the client script to migrate field decorators actions from ITSM Agent Workspace to Service Operations Workspace.\n              - [Server script](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/migrate-field-declarative-server-script-aw-sow.md) -- Configure the server script to migrate field decorators actions from ITSM Agent Workspace to Service Operations Workspace.\n              - [Client action](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/migrate-field-declarative-client-action-aw-sow.md) -- Configure the client actions to migrate field decorators actions from ITSM Agent Workspace to Service Operations Workspace.\n              - [UI component](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/migrate-field-declarative-ui-component-aw-sow.md) -- Configure the UI component to migrate field decorators actions from ITSM Agent Workspace to Service Operations Workspace.\n              - [Post migration tasks](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/verify-migration-status-field-declarative-actions-aw-sow.md) -- Verify that the field decorators form actions in Service Operations Workspace (SOW) are consistent with the field declarative form actions in ITSM Agent Workspace (ITSM AW) and they’re ready for use in SOW. You can update the migrated field declarative form actions settings in SOW based on your requirements.\n      - [Getting started with Service Operations Workspace for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/getting-started-sow.md) -- Set up Service Operations Workspace by procuring the required license, configuring the Admin Center, and assigning the workspace to your agents.\n        - [Roles in Service Operations Workspace for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/roles-in-sow.md) -- You can configure the user access for Service Operations Workspace (SOW) pages using various roles.\n        - [Users in Service Operations Workspace for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/users-sow-itsm.md) -- Users can access various Service Operations Workspace for ITSM pages based on assigned roles and associated service desk groups and audiences.\n        - [Configure the theme for Service Operations Workspace for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/configure-theme-sow-itsm.md) -- Configure the visual experience in Service Operations Workspace for ITSM for your users, helping to update the look and feel to be more like your brand.\n        - [Access controls in Service Operations Workspace for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/access-controls-sow-itsm.md) -- You can determine which users can access Service Operations Workspace for ITSM after logging in to the ServiceNow instance or access the Service Operations Workspace for ITSM landing page.\n          - [Types of landing pages in Service Operations Workspace for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/landing-page-types-sow.md) -- Landing pages provide an agent with quick visibility into the work assigned, announcements, upcoming tasks, and so on.\n          - [Configure the audience for the SOW landing page](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/configure-audience-sow-landing-page.md) -- Define who can access your SOW landing pages. You can targeted experiences for audiences such as agents and managers.\n          - [Configure service desk groups to access the Service Operations Workspace landing page](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/configure-service-desk-groups-sow.md) -- Confirm that the right users have access to the Service Operations Workspace landing page.\n        - [Landing page redirection in Service Operations Workspace for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/landing-page-redirection-sow-itsm.md) -- Redirection enables you to automatically route users to the SOW landing page upon login.\n          - [Redirect non-admin users to Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/redirect-sow-landing-page.md) -- Enable a non-admin user to start prioritizing tasks quickly by redirecting to Service Operations Workspace after logging in to the ServiceNow instance.\n          - [Redirect agents of a specific group to Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/redirect-specific-agent-group-sow.md) -- Enable only agents of specific user groups to be automatically redirected to Service Operations Workspace after logging in to the ServiceNow instance.\n          - [Disable auto-redirection for all agents to Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/disable-auto-redirection-agents.md) -- Verify that the agents aren't automatically redirected to Service Operations Workspace after logging in to the ServiceNow instance.\n        - [Landing page configurations in Service Operations Workspace for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/landing-page-configurations-sow-itsm.md) -- You can configure the data on the landing page from Admin Center in Service Operations Workspace for ITSM.\n          - [Configure record creation from the new tab menu in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/configure-new-tab-records.md) -- Customize the records that can be created from the new tab menu in all pages of Service Operations Workspace.\n          - [Restore the greeting banner on the landing page](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/restore-greeting-banner.md) -- If the greeting banner is closed, restore it to view the agent's shift information.\n          - [Configure the header message on the landing page](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/modify-greeting-text.md) -- Configure the header message that is part of the greeting text on the landing page. For example, You are on-call until Monday, Mar 21.\n          - [Configure the space man on the landing page](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/modify-space-man-landing-page.md) -- Change the image of the space man to an image your choice.\n          - [Configure the donut color in the Overview section](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/customize-donut-color.md) -- Create a visual experience that works the best for donuts in the Overview section.\n          - [Configure tier 1 landing page metric cards](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/customize-first-level-cards.md) -- Configure the data displayed in donuts in the Overview section of the tier 1 landing page.\n          - [Configure the donuts in the tier 2 landing page](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/configure-donut-tier2-landing-page.md) -- Configure the data displayed in donuts in the Overview section of the tier 2 landing page.\n          - [Configure the visibility of landing page sections](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/configure-visibility-landing-page-sections.md) -- Configure if few sections of the landing page should be visible or hidden. For example, Quick links and Upcoming sections.\n          - [Configure the Announcements section on the landing page](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/modify-announcements-section.md) -- Customize an existing announcement or add an announcement for additional tables.\n          - [Configure the Upcoming section on the landing page](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/modify-upcoming-section.md) -- Configure the data displayed in the Upcoming section.\n        - [Record page configurations in Service Operations Workspace for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/record-page-configurations-sow-itsm.md) -- You can configure the data available in record pages in Service Operations Workspace for ITSM.\n          - [Configure the incident record page in SOW for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/configure-incident-record-page.md) -- Configure the data displayed in various incident tabs such as Overview and Details tabs.\n          - [Configure the change record page in SOW for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/configure-change-form-sow.md) -- Configure the data displayed in various Change record tabs such as Overview and Details tabs.\n        - [Contextual side panel configurations in Service Operations Workspace for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/contextual-side-panel-configurations-sow-itsm.md) -- You can configure the tabs available in the contextual side panel in Service Operations Workspace for ITSM.\n          - [Configure contextual side panel tabs in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/customize-options-side-panel.md) -- Add or delete tabs from the contextual side panel that is available in all record pages in Service Operations Workspace.\n          - [Configuring Recommended Actions for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/configuring-recommended-actions-for-itsm-in-service-operations-workspace.md) -- Configure contexts, rules, recommendations, and resource generators to provide agents with AI-powered suggestions when working with incidents, problems, change requests, and other records in Service Operations Workspace in ITSM.\n            - [Recommended Actions for ITSM Workflow](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/sow-itsm-ra-workflow.md) -- Configure AI-driven recommendations for ITSM records by creating contexts, setting rules, and defining resource generators with action types. Use this workflow to enable guidance-based and field-level recommendations in Service Operations Workspace.\n            - [Access Recommended Actions for ITSM Panel](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/sow-itsm-access-ra-panel.md) -- Agents access recommended actions in Service Operations Workspace to view a list of recommendations that are presented to help to resolve incidents. They can also manually search for AI-powered recommendations to quickly find solutions.\n          - [Configure the Agent Assist tab in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/configure-the-agent-assist-tab-in-service-operations-workspace.md) -- Enable or disable the Agent Assist tab in the contextual side panel for the required record type.\n            - [Edit the table configuration for Agent Assist in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/edit-the-table-configuration-for-agent-assist-in-service-operations-workspace.md) -- Edit the table configuration for Agent Assist to see the required search results in the Agent Assist tab.\n          - [Customize the on-call support group recommendations](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/configure-supportgroup-oncall-sow.md) -- Configure the support group recommendations that should be displayed in the Experts on-call panel for an incident.\n        - [Configure notifications in Service Operations Workspace for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/configure-notifcations-sow-itsm.md) -- Customize notifications that are sent to an agent to update about various changes.\n        - [Configure search resources for an interaction in Service Operations Workspace for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/configure-resources-for-an-interaction.md) -- You can configure additional search resources for an interaction to assist agents with quick resolution of the interaction.\n        - [Setting up Major Incident Management in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/setup-mim-sow.md) -- Set up Major Incident Management (MIM) to manage major incidents from the incident record page in Service Operations Workspace. A major incident (MI) is an incident that results in significant disruption to the business and has a high business impact.\n          - [Activate Major Incident Management in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/install-mim-sow.md) -- Activate the Major Incident Management (app-sow-mim) plugin in Service Operations Workspace using Admin Center.\n          - [Configuring Major Incident Management in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/configuring-mim-in-sow.md) -- Configure the features in Major Incident Management to use and manage major incidents in Service Operations Workspace.\n            - [Assign the Major incident manager role](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/assign-mim-role-sow.md) -- Assign the Major incident manager (major_incident_manager) role to existing users to manage, analyze, and resolve major incidents.\n            - [Configure major incident trigger rules](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/configure-mim-trigger-rules-sow.md) -- Create and configure the trigger rules for a major incident to define the conditions for when a trigger action is executed. You can create major incident trigger rules to define the conditions under which an incident is automatically considered as a major incident candidate.\n            - [Setting up communication templates and plans in Major Incident Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/setup-comm-templates-plans-mim-sow.md) -- Set up the communication templates and plans in Major Incident Management to help reduce the efforts and time spent in creating and composing communication at the various stages of a major incident. Effective communications with stakeholders help resolve major incidents.\n              - [Configure a communication template for email in Major Incident Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/configure-comm-template-email-mim-sow.md) -- Configure a communication templates for email in Major Incident Management to help reduce the efforts and time spent in creating and composing communication emails.\n              - [Configure a communications template for SMS in Major Incident Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/configure-comm-template-sms-mim-sow.md) -- Configure a communication template for SMS in Major Incident Management to help reduce the efforts and time spent in creating and composing communication SMS.\n              - [Configure a communication plan in Major Incident Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/configure-comm-plan-mim-sow.md) -- Configure a communication plan and tasks for effective communication with various stakeholders about the progress, milestones, and issues related to the different stages of a major incident record.\n            - [Assign a playbook to Major Incident Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/assign-playbook-mim-sow.md) -- Configure and assign playbooks to manage the major incidents process.\n              - [Designing a major incident playbook](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/design-playbooks-mim-sow.md) -- Use Playbooks to design your own playbook by creating custom flows, and then configure trigger rules to activate the playbook for Major Incident Management.\n            - [Configure email notifications in Major Incident Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/configure-email-notifications-mim-sow.md) -- Configure the automated email notification alerts that are sent to major incident managers in the various stages of the major incident process. These stages include a change of state, assignment, or user group for a major incident.\n            - [Configure the timeline events for a Post Incident Report](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/configure-timeline-events-pir-mim-sow.md) -- Configure the incident information displayed as the event on the post incident report that is generated after a major incident is resolved. You can configure what information a post incident report must contain and how the information is arranged.\n        - [Configuring Problem Management in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/configuring-problem-management-sow.md) -- Configure the features of Problem Management to manage problems and problem tasks in Service Operations Workspace\n          - [Configure the problem form layout in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/configure-problem-form-sow.md) -- Configure the problem form so that the information it collects is relevant to your organization's processes. You can easily modify the form to show only the fields, related lists, and other elements that you need.\n          - [Configure the problem task form layout in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/configure-problem-task-form-sow.md) -- Configure the problem task form so that the information it collects is relevant to your organization's processes. You can easily modify the form to show only the fields, related lists, and other elements that you need.\n          - [Configure problem modals shown during state transitions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/configure-problem-state-modals-sow.md) -- Add the optional and mandatory fields necessary to move a problem record through its life cycle using the Form Builder.\n          - [Configure problem task modals shown during state transitions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/configure-problem-task-state-modals-sow.md) -- Add the optional and mandatory fields necessary to move a problem task record through its life cycle using the Form Builder.\n          - [Configure properties for Problem Management in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/configure-problem-properties-sow.md) -- Configure the properties used to control process-related features, such as creating a problem task on a closed problem and re-analyzing a closed or a canceled problem.\n          - [Create a task type for problem or change in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/create-task-type-sow.md) -- Configure a task type that can be used during problem or change creation.\n          - [Define priority lookup rules for Problem Management in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/define-priority-lookup-problem-sow.md) -- Define the impact and urgency of the problem to calculate its priority. Use the priority calculation to prioritize your work and to drive service level agreements.\n          - [Enable Problem Management models in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/enable-problem-mgmt-models-sow.md) -- Enable the Problem Management models system property so that you can create and use custom models.\n          - [Create a problem model in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/create-problem-model-sow.md) -- Create custom Problem Management models with states and transitions tailored to your use cases.\n          - [Create a problem task model in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/create-problem-task-model-sow.md) -- Create custom Problem Management models with states and transitions tailored to your use cases.\n          - [View the SLA details for problems](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/view-sla-problem-sow.md) -- View the SLA details of a problem in the contextual side panel of Service Operations Workspace so that you can prioritize the problem and resolve it within the defined SLA timeline.\n        - [Configure IT Agent Dashboard in Service Operations Workspace for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/configure-it-agent-dashboarddita.md) -- Configure the dashboard that provides performance over time metrics for both the logged-on user and their groups.\n        - [Enable collaboration services for configurable workspaces](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/activate-collab-config-workspace.md) -- Activate the UI Components of Collaboration for Configurable Workspaces (com.snc.uib.collaboration) plugin to enable the reusing of the component in other configurable workspaces.\n          - [Migrate the collaborate and Microsoft Teams import screens to new Collaboration services screens](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/enable-new-screens-collab-v2.md) -- Map the collaborate and MS Teams import screens to use the new Collaboration services screens in Service Operations Workspace (SOW).\n      - [Setting up integrations in Service Operations Workspace for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/setting-up-sow-itsm.md) -- You can set up multiple integrations in Service Operations Workspace for ITSM to leverage its complete capabilities.\n        - [Setting up Investigation Framework in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/set-up-investigate.md) -- Set up the Investigation Framework in Service Operations Workspace to enable the display of the CI metrics information on the Investigation tab of the Incident records.\n          - [Investigation using Agent Client Collector](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/set-up-investigate-fw-using-acc.md) -- Set up the Investigation Framework in Service Operations Workspace using the Agent Client Collector for Investigation adapter to enable the display of the CI metrics information on the Investigation tab of the Incident records.\n            - [Install Agent Client Collector for Investigation](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/install-acc-adapter.md) -- Install the Agent Client Collector for Investigation application (sn_acc_adapter) if you have the admin role.If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.\n          - [Setting up investigation framework using Microsoft Endpoint Configuration Manager for Investigation](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/set-up-investigate-fw-mecm.md) -- Set up the Investigation Framework in Service Operations Workspace using Microsoft Endpoint Configuration Manager for Investigation to enable the display of the CI metrics information on the Investigation tab of the Incident records.\n            - [Install MECM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/install-mecm-adapter.md) -- You can install the Microsoft Endpoint Configuration Manager for Investigation (sn_mecm_adapter) application if you have the admin role. The application includes demo data and installs related ServiceNow Store applications and plugins if they aren’t already installed.\n            - [Configuring CI metrics for MECM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/config-ci-metrics-mecm-adapter.md) -- Configure the display of the metrics for Microsoft Endpoint Configuration Manager for Investigation.\n              - [Configure system overview - msinfo32 metrics](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/config-system-msinfo32-metrics.md) -- Configure the system overview - msinfo32 metrics for Microsoft Endpoint Configuration Manager for Investigation (MECM).\n              - [Configure system overview - dsregcmd metrics](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/config-system-dsregcmd-metrics.md) -- Configure the system overview - dsregcmd metrics for Microsoft Endpoint Configuration Manager for Investigation (MECM).\n              - [Configure asset utilization metrics](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/configure-asset-utilization-mecm.md) -- Configure the display of the asset utilization metrics for Microsoft Endpoint Configuration Manager for Investigation.\n              - [Configure processes metrics](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/configure-processes-metrics-mecm.md) -- Configure the top processes by CPU and top processes by memory metrics for Microsoft Endpoint Configuration Manager for Investigation.\n              - [Configure services metrics](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/configure-services-metrics.md) -- Configure the services metrics for Microsoft Endpoint Configuration Manager for Investigation (MECM).\n              - [Configure logged in users metrics](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/config-logged-in-users-metrics.md) -- Configure the display of the logged in users metrics for Microsoft Endpoint Configuration Manager for Investigation.\n              - [Configure Installed application metrics](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/config-install-app-metrics.md) -- Configure the display of the installed application metrics for Microsoft Endpoint Configuration Manager for Investigation.\n              - [Configure remedial action - Restart Service](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/config-ra-restart-service.md) -- Configure the Restart Service remedial action for Microsoft Endpoint Configuration Manager for Investigation (MECM).\n              - [Configure remedial actions - End Process](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/config-ra-end-process.md) -- Configure the End Process remedial action for Microsoft Endpoint Configuration Manager for Investigation (MECM).\n              - [Create a script in Microsoft Endpoint Configuration Manager](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/create-mecm-script.md) -- Create a script in the Microsoft Endpoint Configuration Manager to configure the display of the processes metrics on the Investigation tab of the Incident record.\n              - [Extend hardware inventory](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/extend-hardware-entity.md) -- Extend the hardware inventory to add the CMPivot entity on the CMPivot entity list in the Microsoft Endpoint Configuration Manager.\n              - [Verify a CMPivot entity](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/verify-cmpivot-entity.md) -- Verify a CMPivot entity and its attributes to configure the display of the CI metrics information on the Investigation tab of the Incident record.\n          - [Configure a metric definition](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/add-edit-metric-definition.md) -- Configure a metric definition to create or modify the existing base system CI metrics displayed on the Investigation tab.\n          - [Configure CI Actions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/config-ci-action-fw.md) -- Configure the CI Action Framework to add a new CI action or modify an existing one.\n          - [Configure the Remedial Actions Framework](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/config-remedial-action-fw.md) -- Configure the Remedial Actions Framework to add a new remedial action or modify an existing one.\n        - [Setting up Service Desk assisted Password Reset in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/setup-password-reset-sow.md) -- The Password Reset application provides a mechanism for end users to either unlock the account or reset their password with the help of service desk support. This feature enables a secure and an efficient password management system. The users must reach out to the service desk agents to update their login credentials.\n          - [Assign the Password Reset Service Desk role to the user](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/assign-sd-role-pr-sow.md) -- Assign the password reset service desk agent (password_reset_service_desk) role to the users to work on the incidents or interactions related to the password reset issues.\n          - [Create credential store for Password Reset in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/create-cred-store-pr-sow.md) -- Create a password reset credential store record to configure access to your credential store server while a user is changing or resetting a password.\n          - [Create password reset process in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/create-password-reset-process-sow.md) -- Create configure credentials, verification methods and settings, and enrollment settings to create a password reset process.\n          - [Configure verification methods](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/configuring-verification-methods-pr-sow.md) -- Create and edit verification methods to ensure they align with service desk processes, and map each verification to a specific process. Upon mapping the processes, integrate them with UXF routes to complete an end-to-end flow for resetting a password in Service Operations Workspace.\n            - [Create verification settings](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/create-verification-settings-pr-sow.md) -- Create a verification type in the base system to authenticate the user credentials while resetting the password.\n            - [Map the password reset process](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/map-password-reset-process-pr-sow.md) -- Map the password reset process to verify the identity of the user requesting a password reset.\n            - [Map the UXF routes](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/map-uxf-routes-pr-sow.md) -- Create a route for the verification method to map the verification process.\n          - [Configure the password policies](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/configure-password-policies-pr-sow.md) -- Create a password policy to ensure that all passwords are strong and secure.\n          - [Configure the session properties](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/configure-session-properties-pr-sow.md) -- Configure the password reset properties based on the requirement.\n        - [Setting up Recommended Actions for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/set-up-ra-itsm.md) -- You can set up Recommended Actions for ITSM to apply real-time actionable recommendations for speeding up the triaging process and resolving issues quickly across various records in the Service Operations Workspace.\n        - [Setting up AI Search in Service Operations Workspace for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/ai-search-sow.md) -- Intelligent query features enable you to quickly find the answers that you require. The Next Experience Unified Navigation search field enables you to search multiple record types and switch between global search results and results from the workspace applications that you can access.\n        - [Install Universal Request for Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/install-ur-sow.md) -- You can install the Universal Request for Service Operations Workspace application (com.snc.universal_request) if you have the admin role.If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:The application includes demo data and installs related ServiceNow Store applications and plugins if they aren’t already installed.\n        - [Install Universal Task for Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/install-ut-sow.md) -- You can install the Universal Task application (sn_uni_task) if you have the admin role.If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.\n      - [Admin Center in Service Operations Workspace for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/admin-center-sow.md) -- The Admin Center provides centralized control of the instance to admins. It provides effortless, quick access to manage all customizations in Service Operations Workspace (SOW) for IT Service Management (ITSM), and additional plugins that extend the Service Operations Workspace for ITSM capabilities.\n        - [Manage configurations in Service Operations Workspace for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/manage-admin-console-sow-itsm.md) -- From a single page, quickly access and manage the customizations in Service Operations Workspace (SOW) for ITSM, access additional plugins that extend the Service Operations Workspace for ITSM capabilities, and access ServiceNow help.\n        - [Migrate the existing charts to PAR dashboard in Service Operations Workspace for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/migrate-charts-par-dashboard.md) -- You can migrate the common customizations and configurations of the existing dashboard to the Performance Analytics dashboard(PAR dashboard) using the on-screen migration utility. With this migration, you won't have to re-do the customizations for the PAR dashboard in Service Operations Workspace for ITSM to view the data.\n      - [Configuring Service Operations Workspace for ITSM to improve your experience](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/configuring-sow-to-improve-experience.md) -- Besides the configurations that are part of the essential setup for implementing Service Operations Workspace for ITSM, you can still improve your Service Operations Workspace for ITSM experience with a few configurations.\n        - [Assign the service desk agent role to the user in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/assign-service-desk-agent-role-sow.md) -- Assign the service desk agent role to users to enable them to manage incidents, fulfill service requests, and offer user support.\n        - [Redirect UI16 module links to Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/redirect-ui16-module-links-sow.md) -- Redirect classic UI16 module navigation links to the equivalent Service Operations Workspace (SOW) experience.\n        - [Reorder the navigation pane modules in Service Operations Workspace for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/reorder-left-navigation-pane-modules.md) -- Quickly access the navigation pane modules in Service Operations Workspace for ITSM. For example, Home, List, Inbox, and so on.\n        - [Configure the inbox in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/configure-inbox-in-sow.md) -- Enable an agent to receive and respond to chat conversations initiated from Service Portal.\n          - [Enable automatic assignment of interactions to an agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/enable-automatic-assignment-interaction.md) -- Automatically accept chat conversations for an agent without having to accept or reject them in the inbox.\n        - [Configure alerts in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/configure-alerts-auto-dismiss-sow.md) -- Configure the alert and notification messages in Service Operations Workspace (SOW) using UI Builder to automatically dismiss within a specified time and automatically expand the alert notification content.\n        - [Configure the list page in Service Operations Workspace for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/incident-list-page.md) -- Configure the fuzzyCount property to modify how the number of records is displayed on the Service Operations Workspace (SOW) list page. Configuring the fuzzyCount property helps improve the system performance.\n        - [Configuring record pages in Service Operations Workspace for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/configuring-record-pages-sow-itsm.md) -- To align with your record page requirements, you can configure the data available in record pages in Service Operations Workspace for ITSM.\n          - [Configure a record page tab in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/configure-record-page-tab.md) -- Configure the display order of a record page tab in Service Operations Workspace.\n          - [Configure a task record form in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/configure-form-layout-task.md) -- Configure a task record form in Service Operations Workspace by modifying the form layout or related lists from the classic ServiceNow AI Platform user interface.\n          - [Define and customize activity stream tags](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/define-customize-activity-stream-tags.md) -- Define and customize the activity stream tags for the record pages in Service Operations Workspace. The tags helps in filtering the activity from the activity streams as required.\n          - [Assign or Resolve dialog box](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/configure-assign-resolve-modals-incident.md) -- Customize the fields displayed in the Assign and Resolve dialog box for an incident in Service Operations Workspace. Customize the fields displayed in the Assign dialog box for a change request in Service Operations Workspace.\n          - [Configure the experts On-call panel for an incident](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/customize-experts-on-call-tab.md) -- Configure the Experts on-call panel for an incident.\n          - [Create a task type for problem or change in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/create-task-type-sow.md) -- Configure a task type that can be used during problem or change creation.\n          - [Configuring Standard Record Page in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/srp-service-operations-workspace.md) -- Configure individual record pages to display information and help them to update the customization easily.\n            - [Add declarative actions on the standard record page](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/customize-srp-sow.md) -- Add declarative actions on the Incident page and its tabs Service Operations Workspace using the Standard Record Page (SRP) to customize list actions, related list actions, and field decorators.\n            - [Custom Modal Migration in Standard Record Page](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/custom-modal-migration-srp.md) -- Modify the modal containers inside a record page in the Service Operations Workspace.\n            - [Modify the Record Page in the Service Operations Workspace using the Standard Record Page](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/configure-record-page-order-sow.md) -- Configure the order number and screen conditions of a record page using the Standard Record Page (SRP) in the Service Operations Workspace.\n            - [Agent Assist tab](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/configure-agent-assist-tab-sow-srp.md) -- Enable or disable the Agent Assist tab in the contextual side panel for the required record type using the Standard Record Page (SRP) in Service Operations Workspace.\n              - [Table configuration](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/edit-the-table-configuration-for-agent-assist-in-service-operations-workspace-using-standard-record-page.md) -- Edit the table configuration for Agent Assist to see the required search results in the Agent Assist tab using Standard Record Page (SRP) in Service Operations Workspace.\n        - [Hide contextual side panel](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/hide-contextual-side-panel-sow.md) -- Set the hideContextualSidebar page property to determine when to hide the default primary contextual side panel for specific table-tab combinations, showing the tab's embedded contextual side panel in its place.\n        - [Sharing record pages from Service Operations Workspace across workspaces](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/sow-share-record-pages-other-workspaces.md) -- Share the look and feel of the record pages in Service Operations Workspace (SOW) such as incident or change request as it is across other workspace such as CSM and FSM workspaces.\n          - [Create a UX cross-experience route](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/create-ux-cross-experience-route.md) -- Create a UX cross-experience route to share a record page from one workspace so it opens automatically when the same record type is viewed in another workspace.\n        - [Task record information in the MS Teams Import tab](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/configure-record-details-import-chat-sow.md) -- Customize the task record fields displayed when you view or import a Microsoft Teams chat conversation.\n        - [Specify the refresh duration for user presence in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/specify-refresh-duration-user-presence.md) -- Define the duration after which the user presence should be refreshed for all collaboration channels in Service Operations Workspace.\n        - [Configuring Interaction Management in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/configure-interaction-management-sow.md) -- Configure the features of Interaction Management to manage the interactions in Service Operations Workspace.\n          - [Duration to view requester's activities](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/configure-days-display-data.md) -- Configure the duration to display requester’s history, consisting of tasks, interactions, and assets. These details are displayed in the Requester Information side panel of Interaction Management record\n          - [Hide the inbox in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/hide-inbox-sow-interaction.md) -- Hide the inbox automatically when a work item, like a chat or call, is accepted. If disabled, the inbox will remain visible even after accepting a work item.\n          - [Automatically close an interaction in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/automatically-close-interaction-sow.md) -- Automatically close the interaction when an incident linked is closed in Service Operations Workspace.\n          - [Display of requester related records](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/configure-order-related-records-interaction.md) -- For an interaction, ensure that related records of a requester are displayed as intended for Service Operations Workspace.\n          - [ITSM Configurable Workspace chat session tabs in SOW](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/sow-itsm-workspace-chat-session-tabs.md) -- Use visual indicators on chat session tabs, such as colors and icons, to alert agents about unread messages and SLA threshold timers.\n            - [Configure chat session tabs in SOW](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/sow-itsm-workspace-chat-session-tabs-configure.md) -- Enable the chat session tabs feature and configure values for the chat SLA threshold timers in the SOW admin center.\n          - [ITSM voice interaction record page](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/itsm-native-voice-record-page.md) -- The ITSM voice interaction record page provides a component that customers can use for integration with Contact Center as a Service (CCaaS) providers and an interface that agents can use to handle customer phone calls.\n        - [Configuring Notify in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/configure-notify-sow.md) -- Configure the Notify properties and Microsoft Teams guided setup for initiating a conference call in Service Operations Workspace.\n          - [Configure a provider for Notify in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/configure-provider-notify-sow.md) -- Configure a conference provider to be used as a choice for initiating a conference call.\n          - [Configure Notify properties for SOW](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/configure-notify-properties-sow.md) -- Manage the Notify application properties to configure the meeting capabilities in SOW.\n          - [Configure Notify connector for Microsoft Teams from Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/notify-teams-guided-setup.md) -- Configure your ServiceNow instance with Notify connector for Microsoft Teams application from Service Operations Workspace using the guided setup to enable making calls using Microsoft Teams.\n        - [Enable Computer Telephony](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/integrate-cti-sow.md) -- Enable an agent (with the sn_openframe_user role) to receive inbound calls and place outbound calls using the Computer Telephony Integration (CTI) interface.\n    - [Customizing Service Operations Workspace for ITSM to align with your requirements](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/customize-sow-landing-page.md) -- You can align with your organization's individual requirements by customizing Service Operations Workspace.\n      - [Create a copy of the Service Operations Workspace landing page](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/create-copy-sow-landing-page.md) -- Make visual styling changes to the sub pages in the Service Operations Workspace landing page.\n      - [Customize Service Operations Workspace landing page](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/configure-service-operations-workspace-landing-page.md) -- Modify the landing page of the Service Operations Workspace to ensure that the customers can view the page that they use regularly. To customize the data displayed in sub pages of the landing page that is available in the base system. For any visual styling changes, you need to create a copy of that landing page and edit it.\n      - [Customize the incident record page](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/customize-the-incident-record-page.md) -- You can customize the Overview tab and the contextual side panel for an incident.\n        - [Customize the Overview tab for an incident](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/customize-the-incident-record-page.md) -- You can customize the Overview tab and the contextual side panel for an incident.\n        - [Customize the Investigation tab for an incident](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/customize-the-incident-record-page.md) -- You can customize the Overview tab and the contextual side panel for an incident.\n        - [Customize the Remedial action playbook for an incident](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/customize-the-incident-record-page.md) -- You can customize the Overview tab and the contextual side panel for an incident.\n        - [Incident record information](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/customize-the-incident-record-page.md) -- You can customize the Overview tab and the contextual side panel for an incident.\n        - [Display of service level agreements](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/customize-the-incident-record-page.md) -- You can customize the Overview tab and the contextual side panel for an incident.\n        - [Enable inline editing for lists in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/customize-the-incident-record-page.md) -- You can customize the Overview tab and the contextual side panel for an incident.\n        - [Customize the Investigate tab](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/customize-the-incident-record-page.md) -- You can customize the Overview tab and the contextual side panel for an incident.\n        - [Configure Investigate tab collection rules](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/customize-the-incident-record-page.md) -- You can customize the Overview tab and the contextual side panel for an incident.\n    - [Operating IT services in your organization](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/enhancing-services-operations-in-organization.md) -- You can leverage a few Service Operations Workspace integrations to start operating IT services in your organization and set a path for your organization's performance and process improvements.\n      - [Play a guided tour in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/play-guided-tour-sow.md) -- Use the guided tours in Service Operations Workspace for ITSM through a sequence of interactive steps that guide you through a specific concept or process.\n      - [Add a user-specific quick link on the ITSM landing page](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/add-quick-link.md) -- Refer to a URL quickly from the Service Operations Workspace landing page.\n      - [Create a list in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/create-list-sow.md) -- Create a list or use an existing list to create a list.\n      - [Live Agent chat in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/configure-liveagent-sow.md) -- Service Operations Workspace enables agents to work on any incident created using Live Agent chat.\n      - [Interaction Management in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/interaction-sow.md) -- Interactions are a centralized location for all communication channels in Service Operations Workspace. You can respond to an incoming chat, phone, walk-up, or messaging interactions faster.\n        - [Create an interaction in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/create-interaction-sow.md) -- Track an interaction that is a centralized location for all communication channels. Each interaction represents a request for assistance through a communication channel, for example, a phone call or a chat.\n        - [Work on an interaction in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/work-on-interaction-sow.md) -- Work on customer conversations to resolve issues.\n        - [Collaborate using Microsoft Teams from an interaction record in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/collaborate-interaction-ms-teams-sow.md) -- You can initiate a chat or make conference calls using Microsoft Teams to communicate with stakeholders to resolve the issue.\n        - [Associate an interaction with a task record](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/associate-interaction-record-sow.md) -- Associating a record to an interaction leverages data to streamline processes, enhance the customer experience, and improve resolution time.\n      - [Incident Management in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/incident-sow.md) -- You can create and manage your incidents in Service Operations Workspace.\n        - [Create an incident in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/create-incident-sow.md) -- Track the investigation, possible solutions, and resolution of a problem for a customer.\n        - [View and update incident information on the Overview tab](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/view-update-inc-overview-tab.md) -- View and update the incident information, such as summary, impact, cause, and resolution, from the Overview tab. This incident information helps you analyze the issue and resolve the incident quickly.\n        - [Viewing incident record](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/view-inc-record-info-contextual-sidepanel.md) -- View the incident record information, such as caller details and assets, from the Contextual side panel. Use this information to help manage an incident more efficiently.\n        - [Work on an incident list page in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/work-incident-list-page-sow.md) -- Perform various actions on an incident from the incident list page in Service Operations Workspace (SOW).\n        - [Work on an incident record in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/work-on-incident-sow.md) -- If resolving the incident involves creating a problem, change, service request, and so on, you can create them directly from the incident record.\n        - [Remedial actions using Playbook](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/remedial-actions-playbook.md) -- Resolve the CI-related issues using the remedial actions using Playbook in the Investigate tab.\n        - [Close resolved incident](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/close-resolved-incident-sow.md) -- Close a resolved incident when the user is satisfied with the provided resolution.\n        - [Reopen an incident in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/reopen-incident-sow.md) -- Reopen a resolved incident from the incident record in Service Operations Workspace (SOW).\n        - [Incident Management in Service Operations Workspace reference](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/sow-im-reference.md) -- Reference topics provide additional information about Incident Management in Service Operations Workspace.\n          - [Components installed](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/components-installed-investigate.md) -- Several types of components are installed with activation of the Agent Client Collector for Investigation (sn_acc_adapter) application, including user roles and ServiceNow Store applications.\n          - [Components installed](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/components-installed-mecm-adapter.md) -- Several types of components are installed with activation of the Microsoft Endpoint Configuration Manager for Investigation (sn_mecm_adapter) application, including user roles and ServiceNow Store applications.\n          - [Components installed with Remedial Actions Framework](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/components-installed-with-remediation-fw.md) -- Several types of components are installed with activation of the Remedial Actions Framework (com.snc.sn_reacf) application, including user roles and tables.\n          - [Components installed with Metrics and CI Actions Framework](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/components-installed-metrics-ci-action-fw.md) -- Several types of components are installed with activation of the Metrics and CI Actions Framework (sn_cimaf) application, including user roles and ServiceNow Store applications.\n          - [Features of the Investigation tab](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/features-of-investigation-tab.md) -- The Investigation tab displays CI metrics information along with various options. Use the options and the metrics information to view the data that helps to resolve the CI-related issues.\n            - [Viewing the historical data of CI metrics](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/view-investigate-history-data.md) -- View the historical data of the CI metrics for the selected time range.\n            - [Digital End-User Experience and Service Observability UI experience on investigate tab](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/dex-so-metric-views-investigate-tab.md) -- Based on the Configuration Item (CI) selected in the Investigate tab, the user criteria and rules defined in the Investigate CI Experience Rules (sn_sow_investigate_ci_ux_rule) table, the Investigate tab displays the CI metrics in different UI experience dashboard for the different CI classes.\n          - [Extension points for batch processing in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/mra-extension-points-batch-processing-sow.md) -- Use the implementation extension point to create implementations and execute batch processing to update multiple records, which improves the performance of the system.\n          - [Quick start tests for Incident Management in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/quick-start-tests-im-sow.md) -- Validate that Incident Management in Service Operations Workspace still works after you make any configuration change such as apply an upgrade or develop an application. Copy and customize these quick start tests to pass when using your instance-specific data.\n      - [Request Management in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/request-sow.md) -- Service Operations Workspace for Request Management integrates the platform functionality for tier 1 agents into a multi-tab interface that helps agents efficiently manage multiple incidents, catalog requests, and catalog tasks.\n        - [Create a catalog request in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/create-catalog-request-sow.md) -- Create a catalog request in Service Operations Workspace to initiate a catalog request flow from a different IT Service Management flow. For example, from an incident flow, you can create a request and associate the request with the incident to help track requests associated with an incident and vice versa.\n        - [View and approve records in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/view-approvals-sow.md) -- Access the My Approvals in SOW to manage the approval requests for change, request, catalog task, and requested item.\n      - [Change Management in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/change-sow.md) -- When a change to your infrastructure or a business service is required, you can create a change request and track it in Service Operations Workspace.\n        - [Create a change request in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/create-change-sow.md) -- Track modifications to a supported configuration item (CI) by using a change request. You can record information such as the reason for the change, and the change type, priority, and risk.\n          - [Create and propose a change template in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/create-change-template-sow.md) -- Create, customize, and then propose a change template aligned to a change model.\n          - [Propose a single change to a CI in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/propose-single-change-ci.md) -- Propose new values for one or more CI attributes, review the proposed values, and apply them after the change request reaches the Implement state in Service Operations Workspace (SOW).\n        - [Work on a change request in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/work-on-change-sow.md) -- Modify a supported configuration item to clear a change request.\n        - [Standard change catalog](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/standard-change-catalog-sow.md) -- Standard changes are pre-approved, low-risk changes with a proven history of success. The standard change catalog contains the changes that have been approved by the Change Management application as standard changes.\n          - [Propose a standard change template](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/propose-standard-change-sow.md) -- Propose a new standard change template when you identify a need while creating a change request.\n          - [Modify a standard change template](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/modify-standard-change-sow.md) -- You can modify standard change templates based on your organization's requirements.\n        - [Create a change task in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/create-change-task-sow.md) -- When you need to engage another team or agent for help, create and assign change task. For example, there can be tasks to plan the change, implement the change, and test, and review the work.\n        - [Work on a change task in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/work-on-change-task-sow.md) -- Complete the change task that in turn helps in resolving the associated change.\n        - [Create a Change Advisory Board (CAB) definition](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/cm-create-cab-definition-sow.md) -- Create a Change Advisory Board (CAB) definition in Service Operations Workspace to set up recurring CAB meetings for reviewing and authorizing change requests.\n        - [Create a CAB meeting](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/cm-create-cab-meeting-sow.md) -- Create a Change Advisory Board (CAB) meeting in Service Operations Workspace to review and authorize change requests.\n          - [Add an agenda item to a CAB meeting](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/cm-add-agenda-cab-meeting-sow.md) -- Add change requests to your CAB meeting agenda for review.\n          - [Manage attendees in a CAB meeting](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/cm-manage-attendees-cab-meeting-sow.md) -- Manage attendees of your CAB meeting who will review the change requests during the meeting.\n        - [Conduct a CAB meeting in the CAB workbench](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/cm-manage-cab-meeting-workbench-sow.md) -- Start and conduct a Change Advisory Board meeting in the CAB Workbench in Service Operations Workspace to review the agenda and approve or schedule changes.\n    - [Managing IT services in your organization](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/managing-services-operations-in-organization.md) -- You can leverage a few Service Operations Workspace integrations to promptly investigate the root cause and resolve the incidents that lead to unplanned interruptions and reduce the quality of IT services.\n      - [Knowledge Management in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/knowledge-articles-sow.md) -- Knowledge articles provide agents with information such as self-help, troubleshooting, and task resolution.\n        - [Work on a knowledge article in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/work-knowledge-article.md) -- Share information across your organization using a knowledge article.\n      - [Major Incident Management in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/mim-in-sow.md) -- Create and manage major incidents in Service Operations Workspace.\n        - [Major Incident Management process in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/mim-process-sow.md) -- A major incident has a high impact and urgency that affects a large number of users and deprives the business of one or more crucial services. Given the urgency of the situation, a well-coordinated response process is required to accelerate the resolution and minimize the business impact.\n        - [Managing a major incident record](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/managing-major-incident-sow.md) -- Manage a major incident record with a playbook or the various tabs on the major incident record page.\n          - [Propose a major incident](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/propose-major-incident-sow.md) -- Propose an incident to a major incident candidate based on the incident information.\n          - [Managing major incidents using playbooks](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/managing-mi-playbook-sow.md) -- Manage the major incident life cycle and process using Major Incident Playbooks from the contextual side panel of an incident record page.\n            - [Manage major incidents using the MI playbook](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/manage-mi-playbook-mim-sow.md) -- Manage major incidents using the MI playbook from the contextual side panel or the Playbook tab of an incident record page. This playbook provides a simple, concise, and task-oriented interface for managing the major incident process.\n            - [Manage major incidents using the Advanced MI playbook](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/manage-advanced-playbook-mim-sow.md) -- Manage a major incident using the Advanced MI playbook that's available on the contextual side panel or the Playbook tab of an incident record page. This playbook provides a similar interface to the MI playbook but has advanced, configurable capabilities for communication and collaboration steps.\n          - [Promote a major incident](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/promote-major-incident-sow.md) -- Review the information of the proposed major incident candidate and promote it to major incident using the Major Incident Playbook.\n          - [Communicating about incidents and major incidents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/communicating-with-stakeholders-sow.md) -- Use the Communicate tab to create and manage all communications with stakeholders during the various phases of an incident or a major incident.\n            - [Compose communications for incidents and major incidents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/compose-communication-mim-sow.md) -- Compose communication messages for incidents and major incidents using communication channels such as email and SMS.\n            - [Manage recipients in a communication task](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/manage-recipients-mim-sow.md) -- Manage the recipients list for a communication task to create flexible and effective communication with the required stakeholders.\n            - [Create an adhoc communication task](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/create-adhoc-comm-task-mim-sow.md) -- Create an adhoc communication task as required during the various phases of an incident in Major Incident Management.\n            - [Manage an announcement](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/create-announcements-major-inc.md) -- Create and manage an announcement to broadcast messages for Service Portal users to keep them informed about the ongoing major incident. Major incident managers can create and deploy announcements from Service Operations Workspace (SOW).\n          - [Collaborate with stakeholders during a major incident](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/collaborate-stakeholders-mim-sow.md) -- Collaborate with the required stakeholders during the various phases of a major incident to discuss and resolve the incident quickly. You can initiate a chat or make conference calls using a service provider to communicate with stakeholders.\n            - [Create communication and collaboration](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/create-adhoc-comm-collab-mim-sow.md) -- Create adhoc communication and collaboration using the incident communication plan related list on the Related records tab of an incident record page.\n          - [Resolve and close a major incident](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/resolve-close-mim-sow.md) -- Resolve a major incident to reinstate service after the interruption.\n          - [Review and update a post incident report](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/review-update-pir-mim-sow.md) -- Review a post incident report (PIR) using the Post Incident Report tab. A PIR helps you review and understand the cause of the major incident and the actions taken by the teams to resolve the incident. This helps prevent the issue in the future.\n      - [On-Call Scheduling in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/on-call-scheduling-in-sow.md) -- Use On-Call Scheduling in Service Operations Workspace to view and manage your shifts and schedules.\n        - [Configuring On-Call Scheduling in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/configuring-oncall-scheduling-sow.md) -- Configure On-Call Scheduling in Service Operations Workspace (SOW) for their organizational needs, utilizing a suite of features to fulfill the various requirements.\n          - [Create on-call schedules for multiple groups](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/oc-create-bulk-schedule-onboarding.md) -- Use the on-call onboarding utility to create schedules for many groups at once instead of configuring each group individually. The On-Call Onboarding wizard helps you create on-call schedules for multiple teams by mapping shift templates, uploading a roster spreadsheet, and optionally configuring escalation policies.\n            - [On-call bulk roster template Excel file](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/oc-bulk-schedule-roster-template.md) -- The roster template workbook contains one sheet per mapped group, prefilled with shift template details.\n          - [Create and edit shift in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/create-a-schedule-in-sow.md) -- Shift manager can create a new shift using the Schedule menu or Teams menu in Service Operations Workspace\n          - [Create notification preference rule](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/create-notification-preference-rule.md) -- Define your preferred notification methods and delivery channels for receiving alerts whenever an escalation ticket is raised.\n            - [Edit On-call team preference using Teams menu](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/oncall-team-preference-tab-in-teams.md) -- Use the Teams menu to edit the on-call preferences for a selected team.\n            - [Manage delivery channel](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/work-on-a-notification-preference-rule-in-sow.md) -- Add, edit, and delete delivery channels for notification preference rules in Service Operations Workspace.\n          - [Escalation triggers and policies](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/work-on-escalation-trigger-rules-and-policies-in-sow.md) -- Configure the user, notification and on-call escalation preferences by creating escalation trigger rules and policies.\n            - [Create escalation trigger rules and policy from team record](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/edit-escalation-trigger-rules-and-policy-from-team-record.md) -- Navigate to team record to create new policy and trigger rules\n        - [Scheduling in service operation workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/scheduling-in-service-operation-workspace.md) -- View and manage schedules, shifts and time-off request.\n          - [Manage your work and schedule absence](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/work-on-a-schedule-in-sow.md) -- Request absence and provide coverage for a shift. You can also request over-time for a shift.\n          - [Manage shifts in service operation workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/manage-shifts-in-service-operation-workspace.md) -- Accept or reject absences requests, resolve gaps and conflicts by providing coverage and scheduling extra time for a shift.\n        - [On-call support for an incident in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/on-call-sow.md) -- You can identify available on-call members of a support group and contact them to resolve an issue.\n          - [Experts on-call in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/on-call-sow.md) -- You can identify available on-call members of a support group and contact them to resolve an issue.\n      - [Problem Management in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/problem-sow.md) -- When you have recurring incidents or a major incident, you can create a problem to identify the root cause of the incidents and help prevent them from happening again. Use Service Operations Workspace to manage problems through their life cycle, share workarounds or fixes with related incidents, and create known error articles to help deflect incidents.\n        - [Create a problem in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/create-problem-sow.md) -- Investigate the root cause of recurring incidents or a major incident. Provide a permanent fix to help prevent them from happening again.\n        - [Work on a problem in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/work-on-problem-sow.md) -- Manage problems and problem tasks through their life cycle, share workarounds or fixes with related incidents, and create known error articles to help deflect incidents.\n        - [Problem Management models in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/problem-mgmt-models-sow.md) -- You can use Problem Management models to tailor processes for specific use cases.\n        - [Create a problem task in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/create-problem-task-sow.md) -- When you need to engage another team or agent for help, create and assign a problem task.\n        - [Work on a problem task in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/work-on-problem-task-sow.md) -- Manage problems and problem tasks through their life cycle, share workarounds or fixes with related incidents, and create known error articles to help deflect incidents.\n        - [Problem Management in Service Operations Workspace reference](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/reference-problem-management-sow.md) -- Reference topics provide additional information about Problem Management in Service Operations Workspace.\n          - [Problem form](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/problem-form-sow.md) -- Description of the field values for the problem form in Service Operations Workspace.\n          - [Problem task form](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/problem-task-form-sow.md) -- Description of the field values for the problem task form in Service Operations Workspace.\n      - [Recommendation Framework in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/recommendation-framework-sow.md) -- An agent can view dynamic and contextual recommendations and perform a relevant action.\n        - [Recommendation rules for an incident in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/recommendation-rules.md) -- Recommendations for an incident are based on rules defined in Recommendation Framework.\n      - [Recommended Actions for ITSM in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/recommended-actions-for-itsm-in-service-operations-workspace.md) -- Get guidance-based or field-level recommendations for records in Service Operations Workspace.\n        - [Get guidance-based recommendations](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/get-guidance-based-recommendations.md) -- Get actionable real-time recommendations in the side panel to help address customer issues and resolve issues quickly.\n        - [Get field recommendations](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/get-field-recommendations.md) -- Get incident field recommendations in Service Operations Workspace while creating or updating incidents.\n        - [Recommended Actions for ITSM reference](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/recommended-actions-for-itsm-reference.md) -- Reference topics provide additional information about various form fields and components installed with Recommended Actions for ITSM.\n          - [Contexts in Recommended Actions for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/contexts-in-recommended-actions-for-itsm.md) -- The ITSM base system includes the following context.\n          - [Rules in Recommended Actions for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/rules-in-recommended-actions-for-itsm.md) -- ITSM base system includes the following rules.\n          - [Guidance based recommendations in Recommended Actions for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/guidance-based-recommendations-in-recommended-actions-for-itsm.md) -- ITSM base system includes the following guidance based recommendations.\n          - [Field level recommendations in Recommended Actions for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/field-level-recommendations-in-recommended-actions-for-itsm.md) -- ITSM base system includes the following field level recommendations for incidents.\n          - [Guidances in Recommended Actions for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/guidances-in-recommended-actions-for-itsm.md) -- ITSM base system includes the following guidances.\n          - [Resource generators in Recommended Actions for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/resource-generators-in-recommended-actions-for-itsm.md) -- ITSM base system includes the following resource generators.\n      - [ServiceNow integrations with Microsoft Teams in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/msteams-sow.md) -- You can create a connected experience for users in Service Operations Workspace through ServiceNow integrations with Microsoft Teams.\n        - [Collaborate on a task record using Microsoft Teams in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/start-msteams-chat-sow.md) -- Start or import a Microsoft Teams chat from a task record in Service Operations Workspace.\n      - [Service Level Management in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/slm-sow.md) -- You can access the service level agreement (SLA) information for an incident on the Service Operations Workspace landing page and incident record page.\n        - [View service level agreement information for an incident](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/slm-sow.md) -- You can access the service level agreement (SLA) information for an incident on the Service Operations Workspace landing page and incident record page.\n      - [Walk-up Experience management in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/walkup-sow.md) -- Manage your Walk-up interactions and queues in Service Operations Workspace.\n        - [Work on Walk-up interaction in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/work-on-walkup-sow.md) -- Manage your Walk-up appointments in Service Operations Workspace.\n        - [Create an appointment through incident](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/create-walkup-appointment-incident-sow.md) -- Schedule an appointment on behalf of a requester through an incident record.\n      - [Collaboration in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/collaboration-sow.md) -- Collaboration services provide a way to communicate and collaborate in real time to resolve the incidents. You can initiate a chat or make conference calls using a service provider to communicate with stakeholders.\n        - [Notify in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/notify-sow.md) -- Notify in Service Operations Workspace provides support for SMS, telephone, and the service providers on the ServiceNow AI Platform for communicating internally with team members and externally with customers and contractors.\n          - [Use Twilio to make conference calls in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/telephony-sow.md) -- Use Twilio to schedule conference calls with stakeholders to resolve incidents in Service Operations Workspace.\n            - [Start and end a conference call from Twilio in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/start-conference-call-telephony.md) -- Start a conference call using Twilio to collaborate with others to work toward the resolution of an incident. End the call when the discussion is over.\n            - [Join or leave a conference call from Twilio in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/join-conference-call-telephony.md) -- Join an existing Twilio conference call to participate in a discussion to resolve an incident. You can leave the call without affecting other participants.\n            - [Administer an existing Twilio call in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/add-participants-conference-call-telephony.md) -- Add or mute participants in a Twilio conference call.\n            - [Reinitiate a conference call from Twilio in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/reinitiate-conference-call-telephony.md) -- Reinitiate a Twilio conference call that was ended to discuss about the resolution of an incident.\n            - [View a conference call recording from Twilio in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/view-call-recording-twilio-sow.md) -- View details for a recorded conference call in Service Operations Workspace by accessing the associated conference record as a reference.\n          - [Use Webex for conference calls in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/cisco-webex-sow.md) -- Use Webex to schedule the conference calls with the stake holders to resolve the incidents in Service Operations Workspace.\n            - [Start a conference call using Webex in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/start-conference-call-webex.md) -- Start a conference call using Webex from to work towards the resolution of an incident.\n            - [Add participants to an existing Webex call in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/add-participants-webex-call.md) -- Add a participant to a conference call to participate in the discussion to resolve the incident.\n            - [Reinitiate a conference call from Webex in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/reinitiate-webex-call.md) -- Reinitiate a conference call to discuss about the resolution of an incident.\n          - [Use Zoom to make conference calls in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/zoom-sow.md) -- Use Zoom to schedule the conference calls with the stake holders to resolve the incidents in Service Operations Workspace.\n            - [Start a conference call using Zoom in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/start-conference-call-zoom.md) -- Start a conference call using Zoom to work towards the resolution of an incident.\n            - [Manage Zoom conference calls in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/manage-conference-calls-zoom.md) -- Add or mute participants in a Zoom conference call in Service Operations Workspace.\n              - [Add participants to an existing Zoom call in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/add-participants-zoom-conference-call.md) -- Add a participant to a conference call to participate in the discussion to resolve the incident.\n              - [Join a conference call from Zoom in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/join-conference-call-zoom.md) -- Join an existing conference call to participate in the discussion to resolve an incident.\n              - [Mute participants from a Zoom conference call in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/mute-participants-zoom-conference-call.md) -- Join an existing conference call to participate in the discussion to resolve an incident.\n            - [Leave a Zoom conference call in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/leave-zoom-conference-call.md) -- Leave an active conference call. The call will still be active with other participants.\n            - [End a Zoom conference call in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/end-zoom-conference-call.md) -- As a host or a user with the incident manager role, you can end the conference call.\n            - [Reinitiate a conference call from Webex in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/reinitiate-zoom-conference-call.md) -- Reinitiate a conference call to discuss about the resolution of an incident.\n          - [Use Microsoft Teams to make conference calls in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/microsoft-teams-sow.md) -- Use Microsoft Teams to schedule the conference calls with the stake holders to resolve the incidents in Service Operations Workspace.\n            - [Start a conference call using Microsoft Teams in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/start-conference-call-microsoft-teams.md) -- Start a conference call from Microsoft Teams to work towards the resolution of an incident.\n            - [Manage Microsoft Teams conference calls in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/manage-conference-calls-teams.md) -- Add or mute participants in a Microsoft Teams conference call in Service Operations Workspace.\n              - [Add participants to an existing Microsoft Teams call in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/add-participants-teams-conference-call.md) -- Add a participant to a conference call to participate in the discussion to resolve the incident.\n              - [Join a conference call from Microsoft Teams in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/join-conference-call-teams.md) -- Join an existing conference call to participate in the discussion to resolve an incident.\n              - [Mute participants from a Microsoft Teams conference call in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/mute-participants-teams-conference-call.md) -- Mute a participant from the conference call to avoid unnecessary background disruption.\n            - [Leave a Microsoft Teams conference call in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/leave-teams-conference-call.md) -- Leave an active conference call. The call will still be active with other participants.\n            - [End a Microsoft Teams conference call in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/end-teams-conference-call.md) -- As a host or a user with the incident manager role, you can end the conference call.\n            - [Reinitiate a conference call from Microsoft Teams in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/reinitiate-teams-conference-call.md) -- Reinitiate a conference call to discuss about the resolution of an incident.\n            - [View a conference call recording from Microsoft Teams in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/view-call-recording-teams.md) -- View details for a recorded conference call in Service Operations Workspace by accessing the associated conference record as a reference.\n        - [Initiate a chat from Sidebar in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/initate-sidebar-chat-sow.md) -- Initiate a Sidebar chat to work towards the resolution of an incident.\n      - [Computer Telephony Integration in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/configure-cti-sow.md) -- Service Operations Workspace provides an agent (with the sn_openframe_user role) to receive inbound calls and place outbound calls using the Computer Telephony Integration (CTI) interface.\n      - [Universal Request in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/using-ur-sow.md) -- The Universal Request is a task that a requester creates from any of the sources that include: Agent Workspace, Service Operations Workspace, or using a Virtual Agent chat.\n        - [Create a Universal Request in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/create-ur-sow.md) -- As an agent, you can create universal requests from the Universal Request application on behalf of the requester to track and resolve issues.\n        - [Cancel a Universal Request in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/cancel-ur-sow.md) -- Cancel the Universal Request if the issue is resolved already or you no longer require the request.\n        - [Use Agent assist in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/agent-assist-ur-sow.md) -- Use the Agent assist in Service Operations Workspace to find similar Universal Requests that are open and closed, Knowledge articles, Catalog items, and Pinned articles.\n        - [Transfer a primary ticket in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/transfer-primary-task-ur-sow.md) -- You can transfer a primary ticket to Universal Request, service set (department), or service either with resolution or without resolution.\n        - [Restrict or unrestrict universal request access in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/restrict-ur-sow.md) -- Mark a universal request as restricted or unrestricted when you identify that the request contains sensitive information.\n        - [Mark the universal request as unrestricted in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/unrestrict-ur-sow.md) -- You can mark a restricted universal request as unrestricted if you identify that the request doesn't have any sensitive information.\n        - [Universal Request in Service Operations Workspace reference](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/components-installed-ur-sow.md) -- Universal Request is activated in Service Operations Workspace when you enable the Universal Request plugin (com.snc.universal_request). This topic provides information about components installed with Universal Request in Service Operations Workspace.\n      - [Universal Task in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/using-ut-sow.md) -- Agents can use the Universal Task application to create tasks for employees and to manage the request resolution.\n        - [Create a universal task for a universal request in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/create-ut-sow.md) -- Create a universal task for a request and assign it to the employee or create multiple tasks for a request by using Universal Task.\n        - [Universal Task in Service Operations Workspace reference](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/components-installed-ut-sow.md) -- Several types of components are installed with activation of the Universal Task application, including tables and user roles.\n      - [Reset password](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/resetting-password-pr-sow.md) -- The Password Reset for Service Operations Workspace application enforces strong and secure passwords by enabling end users to reset or change their passwords by requesting the service desk agent.\n        - [Reset password using service-desk assistance](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/reset-password-sd-pr-sow.md) -- Resetting the password enables the user to log in to their system and resume their work.\n        - [Unlock the user account](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/unlock-user-account-pr-sow.md) -- You can unlock a blocked user to enable them to log in to their system.\n        - [Password Reset in Service Operations Workspace reference](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/pr-sow-reference.md) -- This reference topic provides additional information about the lists and forms that you use to configure and administer Password Reset.\n    - [Optimizing IT services in your organization](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/optimizing-services-operations-in-organization.md) -- You can leverage a few Service Operations Workspace integrations to enhance and optimize IT services in your organization.\n      - [Workforce Optimization for ITSM in the Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/wfo-itsm-service-operations-workspace.md) -- Manage your schedule using Workforce Optimization for ITSM Scheduling in Service Operations Workspace. Use Coaching to review and complete assigned training.\n        - [Access your profile in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/access-agent-profile-sow-wfo-itsm.md) -- Track and monitor the real-time status of your work by accessing your profile in Service Operations Workspace. You can track how many incidents and interactions you have closed and how many you are actively working on. You can also view the roles and groups to which you belong and see information about your manager and teammates.\n        - [Service Operations Workspace - Scheduling](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/itsm-sow-workspace-scheduling.md) -- Use Service Operations Workspace to manage your schedule.\n          - [Manage your schedule using the Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/manage-schedule-sow.md) -- Look up your schedule, create an event of custom event type, request time off for an on-call or work shift, or swap your shift with your peers using the calendar in Service Operations Workspace.\n          - [Approve or reject](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/approve-reject-shift-swaps-sow.md) -- You can approve a shift swap requested by your peer if you're available to work for that time period. You can reject it if you're unable to work then.\n          - [Request time off using ITSM Virtual Agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/va-timeoff-agent-wfo-itsm-sow.md) -- Automate your request for time off using the ITSM Virtual Agent. Type keywords into the chatbot to create and submit your request, which then gets automatically routed to your manager for approval. You can also use Natural Language Understanding to make your time-off request.\n          - [Clock-in and clock-out your work shift in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/clockin-clock-out-shift-sow-wfo-itsm.md) -- Clock in and clock out your work shifts using Service Operations Workspace. You can track details, such as time attendance and time worked summary to know how close you are adhering to your schedules.\n          - [Sign up for your preferred shifts](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/sign-up-preferred-shifts-wfo-itsm.md) -- Specify one or more shifts in a schedule plan for which you would prefer to sign up.\n        - [Service Operations Workspace - Learning](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/itsm-sow-coaching.md) -- Use Service Operations Workspace Learning to review learning courses and paths and complete them.\n          - [Learning path and course item discovery in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/discovering-learning-sow-wfo-itsm.md) -- Browse courses or learning paths and take the ones that are of interest to you. You can also discover them using Predictive Intelligence that provides recommendations based on past activities.\n            - [Enroll in learning](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/enroll-learning-sow-wfo-itsm.md) -- When you enroll in a learning course or learning path, the application creates a learning task. You can track the progress of the course or path using the learning task.\n            - [Complete learning tasks using the Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/complete-training-tasks-workforce-optimization-sow.md) -- Enhance your skills set by completing learning tasks from internal or external learning content.\n        - [Review skills to add to your skill set](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/review-skills-wfo-itsm.md) -- Evaluate the skill proficiency for an existing skill or add a new skill and request approval to update those skills in your skill set. Get notified when your manager requests a skill review.\n        - [Take a survey in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/take-survey-sow-wfo-itsm.md) -- Complete the survey assigned to you in Service Operations Workspace This feature is available only when the Workforce Optimization for ITSM plugin sn_wfo_cfg_itsm is installed.\n    - [Service Operations Workspace for ITSM reference](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/sow-reference.md) -- Reference topics provide additional information about ServiceNow Service Operations Workspace.\n      - [Terminology in Service Operations Workspace for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/terminology-used-in-sow-for-itsm.md) -- Use this reference to understand the key terms and roles in Service Operations Workspace which includes agent types, request, structures and configuration concepts.\n      - [Additional roles for SOW admin](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/additional-roles-sow-admin.md) -- You can add various user roles to Service Operations Workspace (SOW) Admin role to perform SOW configurations.\n      - [Version compatibility between Service Operations Workspace for ITSM and Service Operations Workspace ITOM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/sow-itsm-itom-version.md) -- Look for the version compatibility between Service Operations Workspace for ITSM and Service Operations Workspace for ITOM applications.\n      - [Service Operations Workspace for ITSM data model](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/sow-itsm-data-model.md) -- Learn about Service Operations Workspace (SOW) for ITSM by viewing the data model relationship diagram. This diagram shows the relationships between the tables within the application and provide an overall picture of how SOW operates.\n      - [Components installed with Service Operations Workspace ITSM Applications](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-operations-workspace/components-installed-with-sow.md) -- Several types of components are installed with the Service Operations Workspace ITSM Applications application (sn-sow-itsm-cont) installation, including user role, plugins, and ServiceNow Store applications.\n  - [Service Portfolio Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-portfolio-management/SPM2-landing-page.md) -- ServiceNow Service Portfolio Management enables you to improve your IT business operations and meet customer demands by documenting and managing your IT services using a standardized, structured format.\n    - [Explore](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-portfolio-management/c_ServicePortfolioManagementv2.md) -- The Service Portfolio Management application enables you to document and manage your services, service offerings, and portfolios using a standardized, structured format.\n      - [Use Service Portfolio Management services](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-portfolio-management/SPM2-services.md) -- Configure IT services within your portfolios to add the most value to your organization. The IT services defined in your portfolios may, or may not be, aligned to an application. IT services defined in your portfolios may, or may not be, represented in a request catalog.\n      - [Service Portfolio Management portfolios](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-portfolio-management/SPM2-service-portfolios.md) -- A service portfolio presents an overall top-level view of your currently available services, possible future services, and services that existed in the past. Evaluate the impact that services have on your business and manage them in a single portfolio or multiple portfolios with unique taxonomy structures, owners, and market scope.\n    - [Configure](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-portfolio-management/SPM2-configuring.md) -- Configuring topics provide information about how to set up and configure the Service Portfolio Management application.\n      - [Activate Service Portfolio Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-portfolio-management/activate-SPM2-plugin.md) -- The Service Portfolio Management Core plugin (com.snc.service_portfolio_core) is available by default for ITSM licensed customers. You can activate additional available related plugins for enhanced features and functionality.\n      - [Service Portfolio Management activation administration](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-portfolio-management/SPM2-administration.md) -- Service Portfolio Management includes several plugins to enable the organization, documentation, and management of service portfolios within your IT business department.\n      - [Applying the CSDM guidelines to Service Portfolio Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-portfolio-management/SPM2-csdm.md) -- Service data relates to each other using different applications in different ways. Service Portfolio Management references the Common Service Data Model (CSDM) framework to bring service-related data together in a single view.\n      - [Set up services and commitments in Service Portfolio Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-portfolio-management/SPM2-setup.md) -- Set up services and commitments in Service Portfolio Management to define services and track their performance against availability commitments. You can relay the performance information in real-time to your stakeholders.\n      - [Quick start tests for Service Portfolio Management Premium](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-portfolio-management/quick-start-tests-SPM-Premium.md) -- Validate that Service Portfolio Management Premium still works after you make any configuration change such as apply an upgrade or develop an application. Copy and customize these quick start tests to pass when using your instance-specific data.\n      - [Installed with Service Portfolio Management Premium](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-portfolio-management/installed-with-SOW.md) -- Service Portfolio Management Premium installs the following components.\n      - [Install the Service Portfolio Management Sample Content Pack](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-portfolio-management/activate-SPM2-content-pack-plugin.md) -- Install the Service Portfolio Management Taxonomy Content Pack plugin (com.snc.spm.content) to access a sample portfolio structure and service taxonomy. This sample data accelerates your ability to create and manage a service portfolio.\n        - [View Service Portfolio Management sample IT services portfolio content](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-portfolio-management/use-SPM2-sample-service-portfolio.md) -- Access, view, and analyze the Service Portfolio Management sample IT services portfolio content to plan and create your service portfolio. Consider the sample structure as a starting point. You can add to it or modify it to suit the specific needs of your organization.\n    - [Use](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-portfolio-management/SPM2-using.md) -- Service Portfolio Management enables you to create services and service offerings, and assign them to service portfolios. You can also view service-related data including service availability results.\n      - [Create a portfolio](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-portfolio-management/create-or-modify-SPM2-portfolios.md) -- You can create a single service portfolio or multiple service portfolios, each with its own taxonomy structure. The service portfolio enables you to see an overall view of your current IT services. You can also see services that may be available in the future and services that existed in the past.\n        - [Service Portfolio Management taxonomy](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-portfolio-management/SPM2-taxonomy.md) -- Service Portfolio Management uses a taxonomy framework to organize and manage services in a portfolio.\n          - [Create taxonomy layer definitions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-portfolio-management/create-or-mod-SPM2-taxonomy-layers.md) -- Create an unlimited number of taxonomy layers to organize, label, and manage your service portfolio. Taxonomy layers represent the highest containment levels of your service portfolio. Each level supports branches, or nodes, that contain child nodes or services in a hierarchical top-to-bottom structure.\n          - [Create taxonomy nodes](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-portfolio-management/create-or-mod-SPM2-taxonomy-nodes.md) -- Create an unlimited number of nodes, or branches, and add them to your service portfolio taxonomy layers. By configuring taxonomy nodes, you can successfully achieve a highly detailed and organized service portfolio containing multiple elemental layers—from general to specific.\n      - [Create a service](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-portfolio-management/create-or-modify-SPM2-services.md) -- Create services that benefit and add value to your internal organization and external customers and users.\n      - [Apply scope to a service](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-portfolio-management/SPM2-apply-scope-to-service.md) -- Define the limits of a service with scope details to grant or deny specific service views. Out of Scope items define what a service cannot provide and In Scope items define what a service provides. For example, nightly backups may be In Scope for the Desktop Support service, but Out of Scope for the Disaster Recovery service.\n      - [Service Portfolio Management Premium notifications](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-portfolio-management/SPM2-premium-notifications.md) -- Notifications are added with Service Portfolio Management Premium to manage your service offering to catalog item relationships.\n      - [Edit and manage service portfolios](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-portfolio-management/SPM2-edit-manage-portfolios.md) -- Manage the CSDM life cycle fields of your portfolio taxonomy nodes in the Service Portfolio Management application. You can move taxonomy nodes easily from one portfolio to another to confirm that your portfolios are synchronized. You can also decide to show or hide the life cycle fields in the complimentary Digital Portfolio Management (DPM) Workspace.\n        - [Manage the CSDM life cycle fields in Service Portfolio Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-portfolio-management/SPM2-lifecycle-fields.md) -- Manage the CSDM life cycle fields for the taxonomy nodes of your service portfolios. You can also use the Active check box to display or hide the life cycle fields in the Digital Portfolio Management (DPM) Workspace.\n        - [Remap service portfolio taxonomy nodes in Service Portfolio Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-portfolio-management/SPM2-remap-taxo-nodes.md) -- Use the flexible options when you remap (or reparent) taxonomy nodes from one portfolio to another. You can move an entire branch of a taxonomy from one portfolio to another, including the automatic move of its child nodes.\n      - [Service offerings in Service Portfolio Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-portfolio-management/SPM2-service-offerings.md) -- A service offering derives from a service, refining the parent service to a specific business need and performance level.\n        - [View a service offering](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-portfolio-management/SPM2-view-service-offering.md) -- View service offerings in Service Portfolio Management to find offerings that add value to your organization and external users. You can also view service offerings in the Service Builder application.\n        - [Create a service offering](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-portfolio-management/create-or-mod-SPM2-service-offerings.md) -- Create service offerings to define services, document them, track performance against defined availability commitments, and relay the performance information in real time to your end users.\n        - [Add a commitment to a service offering](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-portfolio-management/define-SPM2-service-commitments.md) -- Service commitments are specific services that define the unique availability guarantees, scope, and pricing for a service offering.\n        - [Assign multiple teams to support a service offering](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-portfolio-management/spm2-assign-teams.md) -- You can assign multiple teams to support a single service offering when several teams are responsible for that offering.\n        - [Subscribe users to a service offering in Service Portfolio Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-portfolio-management/SPM2-subscribe-to-service-offering.md) -- Subscribe users to a service offering so they can order it from the catalog. You can also subscribe offerings for companies, locations, groups, and departments.\n        - [Create catalog items for service offering subscribers](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-portfolio-management/SPM2-create-catalog-items.md) -- As a service owner or service offering subscriber, you can create one or more catalog items for your service regardless of the offering phase or status. You can also relate an existing catalog item to a service offering.\n        - [Reporting for services and service offerings](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-portfolio-management/SPM2-reporting.md) -- See what's impacting your services and service offerings and report on them by using related list information in Service Portfolio Management.\n        - [Service Portfolio Management service offering price](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-portfolio-management/SPM2-set-service-offer-price.md) -- Service offerings inherit the pricing structure of the associated parent service. If the price model for each service offering in Service Portfolio Management is defined in the parent service as per unit, then each service offering must also have an associated price unit. The actual price for that unit is established in the service offering record.\n      - [Log outages](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-portfolio-management/create-SPM2-outages.md) -- Log outages to adjust your business or technical service commitment availability.\n      - [View availability results](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-portfolio-management/SPM2-view-availability-results.md) -- View availability calculations for commitments on service offerings and application services. After the commitments are set up in Service Portfolio Management, you can view the results by an automated report that you set up.\n      - [Set the time zone for availability results](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-portfolio-management/SPM2-set-timezone.md) -- By default, the time zone to calculate availability for services and commitments is set to the global (system) time zone. You can change the global time zone or you can set the time zone for service commitments. With either option, you can recalculate the availability results based on the time zone that you set.\n      - [Convert services in bulk](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-portfolio-management/SPM2-migrate-bulk-services.md) -- Convert multiple services from the Configuration Management Database (CMDB) service table to one of the dedicated child tables. You can convert to a business service or to a technical service.\n      - [View Service Level Agreement (SLA) results](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-portfolio-management/SPM2-view-sla-result.md) -- Service Portfolio Management leverages the Service Level Management application and includes a module to manage your Service Level Agreement (SLA) definitions and results.\n    - [Reference](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-portfolio-management/SPM2-reference.md) -- The following reference topics provide additional information about the roles, lists, and forms to configure and administer Service Portfolio Management.\n      - [Installed with Service Portfolio Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-portfolio-management/r_InstalledWSPM2.md) -- Service Portfolio Management Core is active by default for users with ITSM licenses. Service Portfolio Management Foundation is administrator activated and enables you to document portfolios, taxonomies, services, and service offerings using a standardized, structured format.\n      - [Domain separation and Service Portfolio Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/service-portfolio-management/SPM2-domain-separation-SPM2.md) -- Domain separation is supported in Service Portfolio Management. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.\n  - [Task Intelligence for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/task-intelligence-for-itsm/c-itsm-task-intelligence.md) -- ServiceNow Task Intelligence for ITSM uses machine learning to set up, deploy, and track solution-based models to achieve important business outcomes.\n    - [Explore](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/task-intelligence-for-itsm/exploring-task-intel-itsm.md) -- With Task Intelligence for ITSM, you can set up and deploy machine learning models to predict field-level recommendations and identify similar records for incidents, which will appear as actionable recommendations in the side panel.\n      - [Admin Console](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/task-intelligence-for-itsm/admin-console-ti.md) -- Admin Console for Task Intelligence for ITSM provides you with an interface to create, train, access, set preferences, deploy, and monitor predictive models used for incident predictions and similar patterns recognition.\n    - [Configure](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/task-intelligence-for-itsm/configure-task-intelligence-for-itsm.md) -- Configure Task Intelligence for ITSM so agents can use the application to get the field level predictions and similar records on incidents as actionable recommendations in Service Operations Workspace.\n      - [Install](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/task-intelligence-for-itsm/install-ti-itsm.md) -- You can install the Task Intelligence for ITSM application (com.snc.itsm_ml_task) if you have the admin role. The application installs related ServiceNow Store applications and plugins if they aren't already installed.\n    - [Manage](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/task-intelligence-for-itsm/using-task-intelligence-itsm.md) -- Use the machine learning capabilities of Task Intelligence for ITSM to predict field level recommendations and similar records on the incidents which appear as actionable recommendations in the side panel.\n      - [Create an incident prediction model](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/task-intelligence-for-itsm/create-incident-prediction-model.md) -- Create and deploy solution-based incident categorization prediction models to predict incidents fields for new IT service incidents.\n        - [Set up](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/task-intelligence-for-itsm/set-up-model.md) -- Use Task Intelligence for ITSM to set up your incident prediction model and train it with your data to make predictions. Access your model's performance results, set the prediction preferences and behavior, and deploy your model.\n          - [Train](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/task-intelligence-for-itsm/set-up-model.md) -- Use Task Intelligence for ITSM to set up your incident prediction model and train it with your data to make predictions. Access your model's performance results, set the prediction preferences and behavior, and deploy your model.\n          - [Assess](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/task-intelligence-for-itsm/set-up-model.md) -- Use Task Intelligence for ITSM to set up your incident prediction model and train it with your data to make predictions. Access your model's performance results, set the prediction preferences and behavior, and deploy your model.\n          - [Deploy](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/task-intelligence-for-itsm/set-up-model.md) -- Use Task Intelligence for ITSM to set up your incident prediction model and train it with your data to make predictions. Access your model's performance results, set the prediction preferences and behavior, and deploy your model.\n      - [Create a similar records prediction model](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/task-intelligence-for-itsm/create-a-similar-records-model-in-task-intelligence-for-itsm.md) -- Set up a training model to help it recognize similarities between two types of tables by comparing their fields.\n        - [Set up](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/task-intelligence-for-itsm/set-up-similar-records-prediction-model.md) -- Use Task Intelligence for ITSM to set up similar records prediction model, define the purpose of the model, and train it with your data to make predictions. Access your model's performance results, set the prediction preferences and behavior, and deploy your model. \n          - [Define the purpose](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/task-intelligence-for-itsm/define-the-purpose.md) -- Specify the purpose of the similar records model. You can select the prediction table for which predictions will be generated. Then, select the training table (Incidents, Problems, or Change Requests) which will appear as predictions based on similarities between their selected fields.\n          - [Train](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/task-intelligence-for-itsm/train-the-similarity-model.md) -- Train your similar record models with training data to predict the similar records by recognizing similarities between fields of Incident table and training tables.\n          - [Assess](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/task-intelligence-for-itsm/assess-the-similarity-model.md) -- Assess the results from the model training and view sample results to see the similar records predicted for incidents. Reviewing the results gives you a preview of how your model will perform after being deployed. Based on the sample results, select the prediction preference.\n          - [Deploy](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/task-intelligence-for-itsm/deploy-the-similarity-model.md) -- Deploy the Similar incidents model to predict the similar records for the incidents. \n      - [Edit an incident prediction model](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/task-intelligence-for-itsm/edit-your-model.md) -- Edit either the Similar Incidents or Incident Categorization model that has already been trained and deployed. Change the model configurations, view the updated training results, and redeploy the model.\n      - [Export an incident prediction model](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/task-intelligence-for-itsm/export-your-model.md) -- Export either the Similar Incidents or Incident Categorization model model in Task Intelligence for ITSM to another instance so you can use the model in the other instance without recreating the model from scratch.\n    - [Monitoring and Analytics](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/task-intelligence-for-itsm/task-intel-monitor-analystics.md) -- You can view the impacts of your trained incident prediction models. Monitor model performance overtime, track business value, and view what predictions your agents did and didn't use.\n    - [Reference](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/task-intelligence-for-itsm/task-intelligence-itsm-reference.md) -- Reference topics provide additional information about components installed with Task Intelligence for ITSM.\n      - [Components installed](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/task-intelligence-for-itsm/components-installed-ti-itsm.md) -- Several types of components are installed with the activation of the Task Intelligence for ITSM application plugin (com.snc.itsm_ml_task), including tables, user roles, and ServiceNow store applications.\n  - [Task Outage](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/task-outage/task-outage.md) -- CI unavailability, or outage, is the actual down time of a CI. Whenever there is an outage for any of the CI items, the outage information is stored in the Outage [cmdb_ci_outage] table. The Task-Outage table [task_outage] maintains the mapping between the Task [task] table and the Outage [cmdb_ci_outage] table.\n    - [Activate Task-Outage Relationship](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/task-outage/activate-task-outage.md) -- Activate the Task-Outage Relationship plugin (com.snc.task_outage) to track outage duration.\n      - [Components installed with Task-Outage Relationship](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/task-outage/components-instld-with-task-outage.md) -- The Task Outage table is installed with activation of the Task-Outage Relationship plugin (com.snc.task_outage).\n    - [Add the Outage UI action to another task form](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/task-outage/t_AddTheUIActionToAnotherTaskForm.md) -- By default, the Create Outage UI action is available on the incident and problem forms, and can be added to other task forms. For new instances from Jakarta only, this feature is also available on the change request form.\n    - [Associate a task with an outage](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/task-outage/t_AssociateATaskToAnOutage.md) -- You can associate multiple tasks with a defined outage.\n    - [Create an outage from a task](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/task-outage/t_CreateAnOutageFromATask.md) -- Create an outage from a task record to understand the down time of a configuration item.\n    - [Domain separation and task outage](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/task-outage/domain-separation-task-outage.md) -- Domain separation is supported in task outage. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can then control several aspects of this separation, including which users can see and access data.\n  - [Walk-up Experience](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/walk-up-experience/walkup-experience-landing-page.md) -- Walk-up Experience aims to enhance the user experience by providing in-person as well as remote assistance to the users for their IT-related issues.\n    - [Explore](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/walk-up-experience/understanding-walkup-experience-new.md) -- Use the Walk-up Experience application to create and manage an on-site support channel where your users can get their requests and issues resolved and fulfilled in real-time, either in person or remotely by experienced agents.\n      - [Key features](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/walk-up-experience/key-features-of-walk-up-experience.md) -- Walk-up Experience enhances user satisfaction and productivity by providing immediate and personalized support for IT-related needs.\n      - [Devices required](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/walk-up-experience/devices-required-to-deliver-walk-up-experience.md) -- The functionality of the Walk-up Experience application relies on different kinds of devices. Users can check into an online walk-up queue using a desktop or laptop computer, tablet, or mobile phone.\n    - [Configure](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/walk-up-experience/walkup-experience-configuration.md) -- Customize your Walk-up Experience portal and configure appointments, notifications, walk-up venue locations, associated stockrooms, customer satisfaction surveys, and hours of operation to meet your required needs.\n      - [Administration](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/walk-up-experience/walkup-experience-administration.md) -- Walk-up Experience users with the sn_walkup.walkup_admin role and administrators can activate and configure the application to meet specific requirements.\n        - [Activate](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/walk-up-experience/activate-walkup-experience.md) -- You can activate the Walk-up Experience plugin (com.snc.walkup) if you have the admin role. This plugin includes demo data.\n      - [Portal security and access](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/walk-up-experience/walkup-exper-security-portal-acess.md) -- Security is built into the application to prevent end-user facing devices at the Walk-up Experience on-site portal from offering elevated role privileges to users. The Walk-up Experience on-site portal is accessed by an account containing only the sn_walkup.walkup_login role.\n      - [Configure the portal](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/walk-up-experience/configure-walkup-portal.md) -- Create engaging walk-up center service portals featuring your logo, portal theme, desired catalog, links to a knowledge base and social community, and more.\n      - [Configure the service channel](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/walk-up-experience/configure-walkup-service-channel.md) -- Configure the Walk-up Experience service channel to meet the needs of your walk-up agents and how they are assigned to and manage interactions in Agent Workspace.\n      - [Create or modify schedules](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/walk-up-experience/configure-walkup-location-schedules.md) -- Once you know the hours of operation for your Walk-up Experience location, you can either access the base-system default schedules or create new schedules to associate with your walk-up location.\n      - [Book Walk-up Experience appointments](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/walk-up-experience/walkup-appointment-booking.md) -- With the Walk-up Experience appointment booking feature, walk-up users can view available appointment windows, make a selection, and book an appointment for a walk-up location using online Walk-up Check-in feature. Walk-up agents can also book appointments on behalf of customers.\n        - [Walk-up Experience appointment booking administration](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/walk-up-experience/walkup-appointment-administration.md) -- Create or modify the Walk-up Experience Appointment Booking feature.\n          - [Enable Walk-up Experience appointment booking](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/walk-up-experience/enable-walkup-appointment-booking.md) -- Enable or disable the appointment booking feature for Walk-up Experience as well as for the individual walk-up service locations available to requesters.\n          - [Configure Walk-up Experience appointment booking](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/walk-up-experience/walkup-appointment-booking-config.md) -- Create or modify appointment booking configurations for the Walk-up Experience. You can view or modify the Walk-up Experience application appointment booking configuration and create or modify related service appointment configurations.\n            - [View or modify a Walk-up Experience appointment booking configuration](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/walk-up-experience/view-modify-walkup-appointment-app.md) -- View the base system default appointment booking application configuration to determine if the criteria meets your walk-up appointment booking needs. You can modify the application configuration to uniquely manage appointment booking for your experience. The information stored in the Walk-up Experience appointment booking application configuration applies to all the services within the application.\n            - [Create a record producer to capture Walk-up Experience appointment records](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/walk-up-experience/create-rp-walkup-appointment.md) -- Capture Walk-up Experience appointment records by creating unique record producers for your individual walk-up locations. The Appointment Booking Service Configuration form contains required fields that refer to variables in the associated record producer.\n            - [Create or modify a Walk-up Experience appointment booking service configuration](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/walk-up-experience/configure-walkup-appointments.md) -- Create or modify appointment booking configurations for Walk-up Experience services. A service is defined as the actual physical location of a walk-up queue. The information stored in the Walk-up Experience application configuration applies to all services, or queue locations, within the application.\n              - [Configure day-level appointment booking](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/walk-up-experience/configure-walkup-appointment-booking-day-level.md) -- Create or modify different schedules at a day level when booking appointments for a service. The appointments can be scheduled for different slots such as morning, afternoon, and evening.\n            - [Configure daily schedules for Walk-up Experience appointment booking](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/walk-up-experience/config-walkup-daily-appoint-schedule.md) -- Define hours of operation and daily schedules for booking an appointment at your Walk-up Experience location.\n            - [Configure excluded hours for Walk-up Experience appointment booking](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/walk-up-experience/config-walkup-excluded-booking-hours.md) -- Using the Appointment Booking application, you can specify excluded appointment hours in the schedule for your Walk-up Experience location.\n            - [Activate and configure appointment booking reminders for Walk-up Experience](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/walk-up-experience/activate-configure-appoint-reminders.md) -- Configure scheduled appointment reminders for Walk-up Experience users. Reminders ensure users attend appointments in a timely manner or reschedule or cancel an appointment if they can no longer attend.\n          - [Configure Variable time slots for appointment booking](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/walk-up-experience/variable-time-slots.md) -- Variable time slots, such as work duration and dates, for appointments can be configured and booked based on the reason for a location. The reason can be an issue or request.\n            - [Configure variable time slots for appointment booking](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/walk-up-experience/config-variable-time-slots.md) -- Configure variable time slots for appointment booking in a walk-up location by defining rules and configurations.\n          - [Configure maximum multiple appointments](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/walk-up-experience/configure-max-multiple-appointments.md) -- Enhance Walk-up Experience service experience by helping requesters to book multiple appointments simultaneously. You can configure the location to accept multiple bookings and also decide the maximum number of appointments a requester can book at a location.\n          - [Configure appointment type](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/walk-up-experience/configure-appointment-type.md) -- Support requesters in-person and virtually and assist them through remote appointment.\n      - [Create or modify a Walk-up Experience stockroom](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/walk-up-experience/configure-walkup-stockroom.md) -- Create stockrooms and assign assets and groups specifically for your walk-up location. Walk-up stockrooms contain common assets that visitors to the walk-up location will typically request, such as a computer mouse, monitors, and cables. The walk-up location stockroom should be easily accessible to your walk-up location for fast request fulfillment.\n      - [Create or modify Walk-up Experience locations](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/walk-up-experience/configure-walkup-location.md) -- Create or customize the predefined Walk-up Experience location. Walk-up Experience locations contain all the information about the walk-up support venue. You can define the way each location or support venue works.\n      - [Walk-up Experience kiosk](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/walk-up-experience/walk-up-experience-kiosk-administration.md) -- Walk-up Experience kiosks help your requesters to resolve information technology (IT)-related issues and access various IT services and resources in your organization.\n        - [Create a kiosk at a location](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/walk-up-experience/create-a-kiosk.md) -- Walk-up Experience kiosks offer immediate assistance to the requesters by supporting them with technical issues, questions, or requests. The requesters can receive on-the-spot guidance or resolution for their IT-related problems.\n      - [Configure skill-based routing in Walk-up Experience](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/walk-up-experience/walkup-skill-based-routing.md) -- Route work items to assigned groups. Use skill-based routing to ensure that the right work goes to the right agent depending on the walk-up reasons.\n        - [Route walk-up tasks to skilled agents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/walk-up-experience/walkup-routing-tasks-to-skilled-agents.md) -- Use business rules to automatically route walk-up tasks to the agents based on their skill set.\n      - [Create or modify Walk-up Experience notifications](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/walk-up-experience/configure-walkup-notifications.md) -- Create and use Walk-up Experience notifications to keep requesters informed of queue events that concern them. The system can notify users by email, SMS text message, or push notification to a mobile device.\n      - [Configure Walk-up Experience customer satisfaction surveys](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/walk-up-experience/walkup-survey.md) -- With Walk-up Experience surveys, requesters can rate their satisfaction with walk-up location interactions and provide feedback to improve the Walk-up Experience application.\n        - [Create or modify a Walk-up Experience customer satisfaction survey](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/walk-up-experience/configure-walkup-csat-survey.md) -- Improve your Walk-up Experience operations and customer service by using surveys and monitoring survey results. Walk-up surveys capture important information from users about the interaction experience provided to them at the venue.\n      - [Remove a Walk-up Experience location](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/walk-up-experience/remove-walkup-location.md) -- If you permanently close down a physical Walk-up Experience location, you can also remove the location from the Walk-up Location Queues table.\n      - [Integrate Microsoft Office 365 calendar with Walk-up Experience](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/walk-up-experience/walkup-ms-office-365-integration.md) -- With Microsoft Office 365 calendar integration, Walk-up Experience users can view appointments in their primary calendar. When they make an appointment, modify it, or cancel it, they are sent invites and updates via their Outlook calendar.\n        - [Set up Microsoft Office 365 integration for Walk-up Experience](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/walk-up-experience/setup-walkup-msoffice365-cal-integ.md) -- Enable Walk-up Experience Microsoft Office 365 calendar integration. When requesters make an appointment, modify it, or cancel it, the Outlook calendar is sent invites to an appointment and any updates.\n          - [Register an application using the Microsoft Azure portal](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/walk-up-experience/register-an-application-using-the-microsoft-azure-portal.md) -- Grant authorization to the ServiceNow instance by registering an application with Azure AD.\n          - [Register Microsoft Exchange Online as the OAuth provider](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/walk-up-experience/register-MS-msexchange-online-as-OAuth-provider.md) -- Register Microsoft Exchange Online as the OAuth provider so that your Walk-up Experience instance can request OAuth 2.0 tokens.\n          - [Create credential records for the Microsoft Exchange Online spoke](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/walk-up-experience/create-credential-records-for-the-microsoft-exchange-online-spoke.md) -- Authorize the Microsoft Exchange Online spoke actions by creating credential records for the application registered in the Microsoft Azure portal. The Microsoft Exchange Online connection and credential alias uses these credentials to authorize actions.\n          - [Create connection records for the Microsoft Exchange Online spoke](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/walk-up-experience/create-connection-records-for-the-microsoft-exchange-online-spoke.md) -- Perform actions in Microsoft Exchange Online by creating connection records for your Microsoft Exchange Online account. The Microsoft Exchange Online spoke connection and credential alias uses these connections to perform actions.\n      - [Badge Reader Integration for Walk-up Experience](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/walk-up-experience/badge-scan-walkup-onsite.md) -- Improve Walk-up Experience user satisfaction by using the Badge Reader Integration application at your on-site walk-up queue locations. Walk-up Experience users can scan an employee badge to check in to a queue, rather than entering credentials.\n        - [Activate Badge Reader Integration](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/walk-up-experience/activate-badge-reader-integration.md) -- You can activate the Badge Reader Integration plugin (com.snc.badge_reader) if you have the Badge sn_badge.badge_admin role.\n          - [Installed with Badge Reader Integration](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/walk-up-experience/installed-with-badge-read-integ.md) -- Several types of components are installed with activation of the Badge Reader Integration plugin, including tables and user roles.\n        - [Walk-up Experience Badge Reader Integration setup and configuration](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/walk-up-experience/walkup-badge-read-integ-config.md) -- Badge Reader Integration set up and configuration enables your on-site Walk-up Experience users to scan a badge to quickly check into the queue.\n          - [Create or modify Badge Reader Integration event handlers](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/walk-up-experience/create-or-modify-badge-event-handlers.md) -- Configure actions associated with a badge scan event and define the code to execute when a badge is scanned.\n          - [Define and register a badge reader device using the badge reader client](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/walk-up-experience/assisted-config-badge-read-settings.md) -- Use the Badge Reader Client to create a badge reader device for registration in your system. Registering your badge reader enables you to make it operational at your Walk-up Experience on-site queue.\n          - [Define and register a badge reader device manually](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/walk-up-experience/config-badge-reader-settings.md) -- Manually create a badge reader device for registration in your system. Registering your badge reader enables you to make it operational at your Walk-up Experience on-site queue.\n          - [Define a user badge configuration](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/walk-up-experience/define-user-badge-configuration.md) -- Define the table from where the user ID and Badge ID mapping information is retrieved.\n          - [Request activation approval for a badge reader device](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/walk-up-experience/request-badge-reader-device-approval.md) -- Request activation approval for your badge reader device. Badge Reader Integration will not trigger event handlers until the badge reader is activated. Badge reader device approval and activation is granted by users with the itil role.\n          - [Configure Walk-up Experience for Badge Reader Integration](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/walk-up-experience/config-walkup-for-badge-read-integ.md) -- Associate badge reader devices with an on-site Walk-up Experience queue. While you can associate more than one badge reader device to a walk-up location, individual badge reader devices are mapped to only one walk-up location.\n          - [Customize badge Reader Integration](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/walk-up-experience/badge-reader-integ-customization.md) -- Badge Reader Integration includes several scripted extension points for you to customize script includes installed with the feature.\n      - [Enable Self-Service online check-in for Walk-up Experience](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/walk-up-experience/enable-online-walkup-checkin.md) -- Show or hide the Walk-up Experience online Walk-up Check-in module under Self-Service in the application navigator. You can enable or disable the module using the basic platform menu or module enablement process.\n      - [Configure Walk-up Experience online check-in icon to appear on Service Portal](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/walk-up-experience/add-walkup-checkin-icon-to-servport.md) -- Requesters can check into a walk-up location online via the Service Portal. You can edit the Service Portal Home page to replace the general IT Get Help support icon link with the Walk-up Experience online check-in support icon link.\n    - [Plan your walk-up experience visit with Employee Center](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/walk-up-experience/plan-your-visit.md) -- Schedule a single or multiple appointments to visit the walk-up lounge or the support lounge Walk-up Experience Employee Center. You can also get remote help.\n    - [Manage Walk-up Experience queue and interaction](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/walk-up-experience/use-walkup-to-manage-demand.md) -- Walk-up Experience managers and agents can efficiently manage all aspects of a walk-up location queue and interactions. Agents can view assigned walk-up locations, interactions, and associated stockrooms used for fulfilling the walk-up requests.\n      - [View Walk-up Experience inbox](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/walk-up-experience/view-walkup-inbox.md) -- View a personal inbox of automatically assigned Walk-up Experience interactions using the Agent Workspace feature interface.\n      - [View assigned Walk-up Experience locations](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/walk-up-experience/view-walkup-location.md) -- Walk-up Experience agents can view a list of the walk-up queues they are assigned to support. Locations queues reveal all the information an agent needs to know to operate the queue efficiently.\n      - [Manage automatically assigned Walk-up Experience interactions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/walk-up-experience/view-auto-assigned-walkup-requests.md) -- The agents supporting Walk-up Experience locations can view and manage interactions automatically pushed to the Agent Workspace inbox.\n      - [Manage Walk-up Experience interactions manually](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/walk-up-experience/view-assigned-walkup-requests.md) -- Agents supporting walk-up locations can manually manage queue requests with several Walk-up Experience interaction-related modules.\n      - [View Walk-up Experience location stockroom and assets](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/walk-up-experience/view-walkup-location-stockroom.md) -- Agent supporting Walk-up Experience locations can view and access stockrooms to provide commonly requested hardware and software assets for walk-up queue guests. Stockroom inventory is defined by asset and inventory managers. Walk-up location agents can monitor inventory and alert asset and inventory managers when additional consumables are needed.\n        - [Use platform view to fulfill a Walk-up Experience request from a stockroom](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/walk-up-experience/fulfill-walkup-stockroom-request.md) -- Walk-up Experience agents can access an associated stockroom and fulfill user requests directly from an interaction in platform view.\n      - [Use Agent Assist to expedite Walk-up Experience fulfillment](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/walk-up-experience/use-agent-assist-expedite-walkup.md) -- Walk-up Experience agents can use the Agent Assist feature in Agent Workspace to expedite incidents and requests.\n      - [View and manage Walk-up Experience appointments in Agent Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/walk-up-experience/view-manage-walkup-appointments.md) -- Viewing upcoming scheduled Walk-up Experience appointments provides technicians with an estimate of future queue demand and workload. Managers can view future appointments and adjust staffing at walk-up queue locations to best support demand.\n        - [Work on Walk-up interaction](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/walk-up-experience/work-on-walk-up-interaction.md) -- Manage your Walk-up appointments in Agent Workspace.\n        - [Create an appointment through incident](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/walk-up-experience/walkup-create-appointment-through-incident.md) -- Schedule an appointment on behalf of a requester through an incident record.\n      - [View and manage Walk-up Experience appointments from application navigator](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/walk-up-experience/view-manage-walkup-appoint-nav.md) -- Viewing upcoming scheduled Walk-up Experience appointments provides technicians with an estimate of future queue demand and workload. Managers can view future appointments and adjust staffing at walk-up queue locations to best support demand.\n    - [Monitoring Walk-up Experience performance](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/walk-up-experience/walkup-dashboard-overview.md) -- The Walk-up Experience dashboard and reporting module provides basic high-level reporting on incident and request types, record volume, average wait and service times, assignments by agents and location, and more. By viewing the dashboard, managers can quickly understand the walk-up location operations and can report performance data to upper management.\n    - [Walk-up Experience on Now Mobile](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/walk-up-experience/walk-up-experience-now-mobile.md) -- You can create and manage your appointments for a walk-up venue like the Tech Lounge when you use the ServiceNow Walk-up Experience on the Now Mobile app on your own mobile device.\n      - [Book an appointment at a Walk-up Experience Tech Lounge](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/walk-up-experience/make-appointment-now-mobile.md) -- Book an appointment at a ServiceNow Walk-up Experience Tech Lounge by using the Now Mobile app.\n      - [Modify an appointment at the Walk-up Experience Tech Lounge](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/walk-up-experience/edit-cancel-appointment-now-mobile.md) -- Edit or cancel an appointment at a ServiceNow Walk-up Experience Tech Lounge by using the Now Mobile app on your mobile device.\n      - [Join a queue at the Walk-up Experience Tech Lounge](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/walk-up-experience/join-queue-now-mobile.md) -- Join a queue at a ServiceNow Walk-up Experience Tech Lounge by using the Now Mobile app for immediate assistance with an issue.\n      - [Leave a queue at the Walk-up Experience Tech Lounge](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/walk-up-experience/leave-queue-now-mobile.md) -- Leave a ServiceNow Walk-up Experience Tech Lounge queue at any time by using the Now Mobile app on your mobile device.\n    - [Walk-up Experience reference](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/walk-up-experience/walk-up-experience-reference.md) -- Explore comprehensive and additional information about the Walk-up Experience services.\n      - [Domain separation and the Walk-up Experience application](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/walk-up-experience/domain-separation-walkup-experience.md) -- This is an overview of domain separation as it pertains to the Walk-up Experience application and how it relates to Service Portal pages, interaction queues, and configurations. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.\n      - [Components installed with Walk-up Experience](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/walk-up-experience/installed-with-walkup-experience.md) -- Several types of components are installed with activation of the Walk-up Experience plugin, including tables and user roles.\n      - [Quick start tests for Walk-up Experience](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/walk-up-experience/quick-start-tests-walkup-experience.md) -- Validate that Walk-up Experience still works after you make any configuration change such as apply an upgrade or develop an application. Copy and customize these quick start tests to pass when using your instance-specific data.\n      - [View Badge Scanner Integration scan logs](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/walk-up-experience/view-badge-read-integ-scan-logs.md) -- Monitor scanner-use error activity at a Walk-up Experience onsite location by viewing the scan logs. Each time a badge reader device triggers an error, a scan event is logged in the Badge Scan Logs module.\n  - [Workforce Optimization for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/workforce-optimization-itsm-landing-page.md) -- Manage and maintain the productivity of your workforce from a single location using Workforce Optimization for ITSM. Using this application, you can efficiently manage your team's skills and schedules, route work assignments to your team, and monitor their performance.\n    - [Explore](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/exploring-workforce-optimization-wfo-itsm.md) -- Use Workforce Optimization for ITSM to optimize your workforce and manage your teams efficiently. Coach your teams so that they gain the skills that let you address the demands from your customers. Efficiently schedule your teams work to provide better coverage with integrated channel management.\n    - [Getting started](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/getting-started-workforce-optimization-itsm.md) -- Learn the basics of getting Workforce Optimization for ITSM up and running.\n      - [Activate](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/activate-configurable-workforce-optimization-itsm.md) -- The Workforce Optimization for ITSM Configurable Workspace plugin (sn_wfo_cfg_itsm) is available with the ITSM Enterprise subscription package.\n      - [Configuring groups](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/configuring-groups-wfo-itsm.md) -- As a manager, you can manage and optimize your entire workforce using Workforce Optimization for ITSM from one central location. Organizing your teams, for example, different levels of employees in your organizational chart, into groups is the foundation on which Workforce Optimization for ITSM operates.\n        - [Assign a primary assignment group for each agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/setup-primary-group-wfo-itsm.md) -- Associate each agent in your team to a primary assignment group to enable them to see the KPI metrics for the groups to which they belong.\n      - [Admin Console](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/admin-console-wfo-itsm.md) -- Use a guided approach to simplify the setup and configuration of groups within Workforce Optimization for ITSM from a central location.\n        - [Define groups as WFO assignment groups](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/manage-assignment-groups-admin-console-wfo-itsm.md) -- Identify existing groups relevant to WFO and add them to the Admin Console so that you can configure them easily based on your organization's needs.\n        - [Define access to each application](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/define-application-access-admin-console-wfo-itsm.md) -- Configure assignment group access to each application in Workforce Optimization for ITSM based on your organizational needs.\n    - [Channels](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/exploring-channels-configurable-workforce-optimization-itsm.md) -- Learn how you can use channels to route work to specific groups and with skill-based routing make sure that the right work goes to the right agent. Monitor the health of your queues reviewing real-time performance and jumping in to help with escalations.\n      - [Example for using channel management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/example-queue-management-configurable-wfo-itsm.md) -- Understand how you can route work to specific groups and monitor real-time performance using Channel Management.\n      - [Setting up Channels](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/setup-channels-configurable-workforce-optimization-itsm.md) -- Set up service channels, queues, and key performance indicators (KPIs) to route work items automatically to agents based on an agent's availability, capacity, and skills.\n        - [Add service channels and queues](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/add-channels-queues-configurable-wfo-itsm.md) -- Add service channels and queues to automatically route incoming work items to agents.\n        - [Create assignment rules and groups](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/create-assignment-rules-configurable-wfo-itsm.md) -- Define agent assignment rules and specify groups of agents who are eligible to receive overflow work assignments for a queue.\n        - [Configure KPIs for service channels](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/configure-kpis-service-channels-configurable-wfo-itsm.md) -- Configure key performance indicators in service channels to track the ongoing work and real-time performance of your teams.\n        - [Configure KPIs for agents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/configure-kpis-agents-configurable-wfo-itsm.md) -- Configure key performance indicators (KPIs) in service channels for your agents so that you can track the agents' ongoing work and real-time performance.\n        - [Configure KPIs for queues](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/configure-kpis-queues-configurable-wfo-itsm.md) -- Configure key performance indicators in queues to track the incoming work for specific categories of work in a service channel.\n        - [Configure supervisor lists for service channels](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/configure-lists-channels-configurable-wfo-itsm.md) -- Configure supervisor lists in a service channel to view the list of active work items across service channels and queues.\n        - [Schedule the generation of a daily report](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/schedule-report-configurable-wfo-itsm.md) -- Generate and distribute a daily scheduled report that summarizes the agent's work performance via email.\n        - [Channel Management extension point](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/extension-points-channels-sort-order-wfo-itsm.md) -- Use extension points to call scripts to configure the list sort order in Channel Management.\n      - [Routing work items](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/configurable-channels-workforce-optimization-itsm.md) -- Route work items to assigned groups using channels. Use skill-based routing to ensure that the right work goes to the right agent. Review real-time performance as your team is actively working on tasks across channels. When you see escalations, you can help your agents resolve issues without the requester being aware of it.\n        - [Monitor ongoing work in service channels and queues​](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/monitor-service-channels-configurable-workspace.md) -- Monitor the incoming data and on-going work done by your agents against each service channel and queue.\n        - [Manage service channels and queues](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/monitor-queues-itsm-configurable-workspace.md) -- Manage your agents' on-going work against every queue. Monitor the incoming data of the service channels and track real-time performance of your direct reporting teams and additional managing teams using key performance indicator reports in service channels and queues.\n        - [Assist agents by joining their chat conversation](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/help-agents-using-chat-itsm-configurable-workspace.md) -- Assist agents in real-time by joining their chat conversation and collaborate on any record by connecting with the right people instantly to achieve faster resolution​.\n        - [Allocate work items manually to agents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/assign-workitems-manually-itsm-configurable-workspace.md) -- Allocate pending work items to agents to complete the work.\n        - [Track and analyze agent's performance](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/view-agents-availability-itsm-configurable-workspace.md) -- View your agent's profile and summary information in Agent 360 and review their performance​.\n        - [Override channel capacity for an agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/override-channel-capacity-itsm-configurable-workspace.md) -- Change the default number of work items that an agent can handle for a service channel.\n        - [Using Voice](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/voice-configurable-wfo-itsm.md) -- Use Voice to deflect incidents away from your human agents using bots. You can record phone interactions when agents resolve issues. Also, you can monitor those interactions to evaluate and improve the quality of incident resolutions.\n          - [Associate Amazon Connect queues for ITSM to a ServiceNow instance](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/setup-cloudcallcenter-itsm-configurable-workspace.md) -- Set up phone queues for Amazon Connect to gain visibility into the queues using Workforce Optimization for ITSM.\n          - [Listen in to an agent call](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/listen-in-to-agent-call-configurable-workspace.md) -- Monitor agent calls when they are resolving issues for external callers by using Workforce Optimization for ITSM.\n          - [Analyze transcripts and sentiments for the Amazon Connect phone channel](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/analyze-transcripts-sentiments-wfo-itsm-confgurable-workspace.md) -- Analyze your agent's call recordings, transcripts, and sentiment reports. With this information, you can assess the call quality and train your agents to handle calls better in the future.\n        - [Analyze skills for your teams](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/analyze-skill-usage-teams-configurable-wfo-itsm.md) -- Add skills to groups and view skill assignments for your teams.\n      - [Channel Management components](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/configurable-wfo-itsm-channel-management-reference.md) -- Workforce Optimization for ITSM has roles to administer channels and queues, properties to configure default behavior, and reports to analyze data in Workforce Optimization for ITSM.\n    - [Scheduling](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/explore-schedule-configurable-wfo-itsm.md) -- Learn how you can plan shifts with automatically staggered break times for your agents to manage their schedule effectively in Workforce Optimization for ITSM. Publish schedules for the next scheduling period to get a snapshot of which agent is lined up to solve issues for that time period.\n      - [Example](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/example-scheduling-configurable-wfo-itsm.md) -- Understand how you can set up and publish agent schedules and how your agents can manage their own schedule based on an example.\n      - [Setting up](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/setup-scheduling-configurable-workforce-optimization-itsm.md) -- Manage events using the team calendar. You can create different types of event categories and use scripted extension points to customize the event types.\n        - [Configure the due date logic for shift approval flows](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/configure-time-off-shift-swap-approval-flows.md) -- As an administrator, you can configure the due date logic for the time-off request and shift-swap request approval flows.\n        - [Configure event categories for the ITSM Manager Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/categorize-events-configurable-wfo-itsm.md) -- Add an event category. Create or update field configurations for events. You can also specify if an event category must be excluded when the shift coverage for agents is calculated.\n          - [Configure an event load order](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/add-event-load-property-configurable-workspace.md) -- Add a system property to display your preferred event categories first on the calendar.\n        - [Create or enable access to event types to add them to the team calendar](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/configure-events-team-calendar-configurable-wfo-itsm.md) -- Create multiple events from the same category and add them to the calendar in ITSM Manager Workspace. Enable agents or managers to create specific event types.\n        - [Event type extension points in Workforce Optimization for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/extension-points-configurable-workforce-optimization-itsm.md) -- Use extension points to call scripts for event categories such as a meeting, time off, or work time.\n        - [Synchronize agent calendar with the Microsoft Outlook calendar](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/synchronize-microsoft-outlook-wfo-itsm.md) -- Streamline the way that agents manage their calendar so that they can view their schedule in one location.\n          - [Set up](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/synchronize-microsoft-calendar-wfo-itsm.md) -- Display the schedules, shifts, and events from the agent's calendar also in their Microsoft Outlook calendar when you synchronize both the calendars.\n      - [Scheduling your teams' work](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/scheduling-configurable-workforce-optimization-itsm.md) -- Manage your workforce efficiently by planning shifts for each day and assigning users to the shifts. With Scheduling, you can use your resources efficiently by planning and managing schedules and staffing needs across your teams from one location. You can also integrate with on-call scheduling and create shifts and schedule for on-call rotations.\n        - [Create a shift plan](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/manage-team-shifts-configurable-wfo-itsm.md) -- Schedule shifts for your team so that you can make sure that you are covering all work assignments and breaks. You can also specify the days of the week that you might need to override scheduled shifts.\n        - [Create a schedule plan](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/create-schedule-plan-wfo-itsm.md) -- Manage your team's schedule by creating a schedule plan that covers a span of time and includes your team's work shifts. You can also assign agents to shifts based on their skills and availability. This way, you can make sure that you are using your resources in the best way possible for your organization.\n        - [Enable your teams to sign up for work shifts](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/agent-shift-signup-wfo-itsm.md) -- Empower your teams to sign up for work shifts based on their availability and preference.\n        - [Publish a schedule plan for visibility into team coverage](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/publish-schedule-wfo-itsm.md) -- Generate a preview of your schedule plan and publish it so that your agents can see their shifts and schedules ahead of time. You can unpublish a schedule to make changes and then publish it again.\n        - [Track and manage your teams' schedule](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/approve-time-off-shift-swaps-wfo-itsm.md) -- Create, update, or monitor your teams' schedule from one location. You can approve or reject requests for swapping shifts or time off for agents within your assignment group.\n        - [Analyze your staff alignment using Demand Forecast](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/analyze-staffing-demand-forecast-wfo-itsm.md) -- Use Demand Forecast to plan the number of staff members that you require so that you have enough agents to do the job.\n        - [Understanding user criteria for event types](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/understanding-user-criteria-event-types-wfo-itsm.md) -- Manage user access for any event type such as meeting, training, and time-off requests in the team calendar.\n          - [Create user criteria](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/user-criteria-event-types-wfo-itsm.md) -- Add a user criteria record to specify which users, roles, and groups can access event types in Workforce Optimization for ITSM.\n          - [Include or exclude user access for event types​](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/include-or-exclude-user-access-for-event-types.md) -- Add or remove access to users for any event type so that they can view event types that are relevant only to them.​\n          - [Verify access criteria for a group or a team member](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/verify-user-access-wfo-itsm.md) -- Check what create, read, update, and delete rights your groups or your team members have for events to make sure that they have the correct permissions that they need.\n        - [Add events to the team calendar](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/add-events-team-calendar-wfo-itsm.md) -- Create a meeting, training, time-off request, a custom event, or an adhoc work shift from the team calendar.\n        - [Swap your agents' shifts](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/swap-agent-shifts-configurable-wfo-itsm.md) -- Swap an agent's shift in your assignment group with another agent who can work on that shift and skip the approval process.\n      - [Scheduling components](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/configurable-wfo-itsm-scheduling-reference.md) -- Workforce Optimization for ITSM has roles to administer agent shifts and schedules and properties to configure default behavior.\n      - [Schedule Adherence](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/schedule-adherence-configurable-itsm.md) -- Analyze how closely your agents adhere to their scheduled activities. You can also analyze whether they complete the total time they were scheduled to work. Use these metrics to align your staffing needs better and forecast the demand for agents more effectively.\n        - [Monitor schedule adherence of your agents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/configurable-workspace-view-schedule-adherence-itsm.md) -- Evaluate whether or not your agents are adhering to their assigned schedules. Look for areas where agent activities that do not offer much value can be reduced or eliminated and fine-tune your staffing levels requirements based on their adherence.\n        - [Use time-worked summary to analyze agent schedule adherence and conformance](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/analyze-configurable-workspace-time-worked-summary-itsm.md) -- Analyze if your teams are adhering to planned schedules. Use historical adherence to see how well your agents have followed their schedules in the past.\n        - [Schedule adherence extension points](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/extension-points-configurable-schedule-adherence-itsm.md) -- Use the schedule adherence extension points to call custom scripts for agent schedule adherence and conformance.\n        - [Configure properties for schedule adherence and conformance](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/configure-adherence-parameters-wfo-itsm.md) -- Configure schedule adherence properties to calculate the adherence and conformance of your agents so that you can improve the operational efficiency of your organization.\n      - [Demand Forecast](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/explore-demand-forecast-configurable-wfo-itsm.md) -- Learn how you can use Demand Forecast to predict resources based on historical data.\n        - [Setting up](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/setting-up-demand-forecast-configurable-wfo-itsm.md) -- Configure the data you want to collect, modify forecast parameters and calibrate manual adjustments using Demand Forecast.\n          - [Configure](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/configure-data-collection-configurable-wfo-itsm.md) -- Define the data that you want to collect for incidents, interactions, or any table to forecast the number of agents that you require for your staffing needs.\n            - [Define the minimum and maximum number of agents to forecast demand](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/define-number-of-agents-configurable-wfo-itsm.md) -- Set the minimum or maximum number of agents required per hour so that you always have the desired staffing coverage.\n          - [Modify forecast parameters to visualize forecast data](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/modify-forecast-parameters-configurable-wfo-itsm.md) -- Configure and tweak forecast parameters to see how the forecast behaves when you vary the period length, periods to forecast, or algorithm. You can view the modified forecast on the time-series visualization.\n          - [Create a manual adjustment for a forecast](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/create-manual-adjustment-configurable-wfo-itsm.md) -- Adjust forecasts manually to fine-tune them for greater accuracy. Create the adjustment for a specified time period and analyze how it impacts your forecast.\n          - [Demand Forecast components](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/configurable-wfo-itsm-demand-forecast-reference.md) -- Workforce Optimization for ITSM installs roles to administer ITSM Manager Workspace Demand Forecast, properties to configure default behavior, scheduled jobs to collect data for the configurations, tables to store data, forecast configurations to collect data for incidents and interactions and a retention policy to store metric data.\n    - [Work scheduler](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/work-scheduling-wfo-itsm.md) -- Manage the work of all your teams from a central location. You can get visibility into your entire teams’ workload. You can assess the complexity level of your teams' tasks, their capacity to take on the work, and assign or reassign work—all from a calendar interface.\n      - [Setting up](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/setting-up-work-scheduler.md) -- Customize an existing work scheduler card based on your need. You can also create a work configuration and work scheduler card from scratch and associate them so that managers can view the cards in their work queue.\n        - [Customize a Work Scheduler card using the Next Experience UI Builder](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/customize-workscheduler-card-wfo-itsm.md) -- Customize the Work Scheduler card components, such as adding an extra field, or changing the color or order of a field, to display them in the Work scheduler queue.\n        - [Set up a work configuration](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/setup-work-scheduler.md) -- Create a work configuration for a work item. Add filters that display key information that the manager wants to analyze. This work configuration will determine how the work items display on the Work scheduler calendar in manager workspace.\n        - [Create a Work scheduler card using the Next Experience UI Builder](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/create-workscheduler-card-wfo-itsm.md) -- Create a work scheduler card and add the components that you want to display based on your needs in the Work Scheduler application in manager workspace.\n          - [Create a client state parameter for Work scheduler](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/work-sched-create-client-state-params.md) -- Add custom client state parameter values to add properties to the card components.\n          - [Create page scripts for Work scheduler](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/work-sched-create-page-scripts.md) -- Add custom page scripts for the Work scheduler so that you can update the client state through events or update transform workItem object to properties.\n          - [Define the workItem property in the Work scheduler page configuration](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/work-sched-create-page-properties.md) -- Add the workItem property to the Work scheduler page configuration to receive the workItem object provided by the work queue.\n          - [Define event mappings for Work scheduler](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/work-sched-event-mapping.md) -- Add event mappings required for card interactions and for the card properties transformation to the page configurations in Work scheduler.\n          - [Configure container components for Work scheduler](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/work-sched-card-based-container.md) -- Present information in an intuitive format using the Card Base Container component.\n          - [Configure a Work scheduler card heading component](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/work-sched-card-based-header.md) -- Customize the Work scheduler heading component to display the title based on your needs.\n          - [Configure a display type component for a Work scheduler card](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/work-sched-stacked-component.md) -- Add the Label value stacked display work item fields within the card.\n          - [Configure an avatar component for Work scheduler](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/work-sched-avatar-component.md) -- Use the Container component to add an avatar and the user name of the work item assignee.\n          - [Associate a work scheduler card to the work configuration](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/associate-card-config-wfo-itsm.md) -- Associate the work scheduler card that you've created to the work configuration to display the card in the Work scheduler sidebar.\n        - [Create extension points](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/create-work-sched-ext-points-wfo-itsm.md) -- Create extension points to customize your implementation in Work scheduler. For example, if you want your team members to work on an on-site task, you can configure the location of your team members to the work items assigned to them so that they can get to the tasks quickly.\n      - [Assigning work](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/work-scheduler-wfo-itsm.md) -- Manage your teams' work assignments easily by customizing your work queue to display the most relevant work items.\n        - [Assign work based on your teams' skills and capacity](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/track-tasks-teams-wfo-itsm.md) -- Plan your teams' work and assign work items such as incidents, problems, change requests, or interactions to them based on their skills, availability, and capacity. View your teams' shifts, events, and work assignments and assign or reassign the work items from a central location.\n        - [Create a criteria for a matching rule in Work scheduler](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/assignment-rules-work-scheduler-wfo-itsm.md) -- Add a criteria for a matching rule to enable assignment of work items to team members based on the rule.\n          - [Matching criteria for work items in Work scheduler](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/work-items-assignment-matching-criteria-wfo-itsm.md) -- The assignment workbench uses configurable matching criteria, such as skills and availability, to evaluate the agents in a selected group and provide an overall ranking.\n      - [Work Scheduler components](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/work-scheduler-wfo-itsm-reference.md) -- Workforce Optimization for ITSM has properties to configure the Work scheduler default behavior.\n    - [Teams](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/explore-teams-configurable-workforce-optimization-itsm.md) -- Learn how you can organize each of your teams into assignment groups. You can then define a set of Key Performance Indicators (KPIs) to analyze the performance of all groups within that team. Drill into the metrics for a group, an agent, or an incident within that team—all from a central location.\n      - [Example](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/example-team-reporting-configurable-wfo-itsm.md) -- Understand how you can manage your teams from a single location using an example.\n      - [Setting up](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/setup-teams-configurable-workforce-optimization-itsm.md) -- Organize your teams into assignment groups and create reports for those groups so that you can gain visibility into the team's performance.\n        - [Add a system property to set default date range](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/add-property-date-range-wfo-itsm.md) -- Add a system property to set the default date range in the configurable Workforce Optimization for ITSM application.\n        - [Create KPI groups to monitor team performance](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/create-kpi-groups-configurable-wfo-itsm.md) -- Create key performance indicator (KPI) groups with the KPIs that matter most to your teams. When you associate your KPI groups with assignment groups, you can monitor your team's performance.\n        - [Copy a KPI group](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/copy-a-kpi-group.md) -- Copy an existing KPI group. In the copied KPI group, everything, including the KPI threshold, gets copied except the assignment group mapping. You can modify the copied KPI group according to your requirement.\n        - [Create a threshold for each KPI in a KPI group](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/create-threshold-for-kpi-in-kpi-group.md) -- Create a threshold for each KPI in a KPI group to monitor the indicator status and analyze your team’s performance. Define the threshold with upper- and lower-limit values to assess team performance for each indicator.\n        - [Add managers to a KPI assignment group](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/add-manager-assignment-groups-configurable-wfo-itsm.md) -- Assign one or more managers to each KPI assignment group so that they can gain visibility into the group and monitor the team's performance.\n      - [Analyzing team performance](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/teams-workforce-optimization-configurable-wfo-itsm.md) -- Use Teams to track and analyze performance trends for your teams from a single location. You can monitor the trends for each agent within your team and compare your agents or team members with one another. With Teams, you can identify skill gaps so that you can recommend which skills are needed to coach your agents.\n        - [Add KPI targets for agents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/add-kpi-targets-agents-wfo-itsm.md) -- Set key performance indicator goals that you want your agents to achieve so that they can improve the quality of how they resolve incidents. You can also set goals to monitor and improve an existing baseline measurement.\n        - [Analyze the performance trends for your teams](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/analyze-team-KPI-trends-configurable-workspace.md) -- Analyze trends to monitor your team's performance within a KPI group.\n        - [Get insights into performance of your team](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/analyze-process-insights-po-wfo.md) -- Get insights into process bottlenecks and find potential areas that you could optimize. You can also view variation analysis.\n        - [View the performance data of your team for a specific date](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/view-team-performance-data-specific-date.md) -- You can view your team’s performance data for a specific date using a time-series chart.\n      - [Teams components](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/configurable-wfo-itsm-teams-reference.md) -- Workforce Optimization for ITSM uses roles to administer teams and properties to modify default behavior.\n    - [Coaching](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/explore-coaching-configurable-workforce-optimization-itsm.md) -- Learn how you can review and assess the quality of the interactions and tasks completed by your teams. You can enhance the skills set of your teams by assigning training that is based on those assessments. You can also add skills to the profiles of your teams after they get trained.\n      - [Example](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/example-coaching-configurable-wfo-itsm.md) -- Understand how you can assess your agents performance, identify skill gaps, and train them to enhance their skills sets with Coaching.\n      - [Setting up](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/setup-coaching-configurable-workforce-optimization-itsm.md) -- Manage agent skills and assess the quality of completed tasks. Use predictive intelligence to recommend skills for agents. Train your agents with internal and external learning content.\n        - [Configure an indicator to display in the Overview tab](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/add-property-coaching-quality-indicator.md) -- Add a system property to display the desired indicator in the Coaching Overview tab in the Coaching application.\n        - [Configure a list menu to display in the Learning tab](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/configure-listmenu-configurable-wfo-itsm.md) -- Add a system property to add to or modify the list menu for Coaching with Learning in the Coaching application in Workforce Optimization for ITSM.\n        - [Integrate Coaching with Learning with third-party learning management systems](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/integrate-learning-third-party-configurable-wfo-itsm.md) -- Connect your ServiceNow instance with third-party learning sites to pull learning content into your repository.\n          - [External Content Integration Sources](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/integration-source-coaching-with-learning-coaching-wfo-itsm.md) -- When you integrate Coaching with Learning with third-party learning management systems, the source record for Cornerstone OnDemand, Pluralsight, Udemy, and ServiceNow University applications are automatically created in the Enterprise Service Management Integrations Framework. These source records contain a predefined set of properties and integration services.\n      - [Training your teams](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/coaching-configurable-wfo-itsm.md) -- Assess your teams' abilities to resolve incidents efficiently by reviewing their work at critical service moments using Coaching in Workforce Optimization for ITSM.\n        - [Overview page](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/wfo-itsm-coaching-overview-page.md) -- Monitor the progress of assessments and track learning tasks that are overdue. You can also add a coaching quality indicator to monitor trends. Analyze which skills have been assigned the most to your team recently and which top skills are in demand.\n        - [Learning](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/workforce-learning-configurable-wfo-itsm.md) -- Use Coaching with Learning to train your agents with internal and external learning content. Organize similar content into learning libraries. Assign learning tasks to your agents and track completion. Create learning paths that include a collection of courses on a specific topic associated with a set of skills.\n          - [Create a course catalog](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/create-course-catalog-wfo-itsm.md) -- Create course catalogs and set user criteria to define user access to the course items and learning paths associated with it.\n          - [Create a learning library](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/create-learning-catalog-configurable-wfo-itsm.md) -- Create a learning library to organize related content into categories.\n          - [Create internal learning content](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/create-internal-learning-content-configurable-wfo-itsm.md) -- Add internal courses so that agents can learn new content and enhance their skill set.\n          - [Access external courses using Coaching with Learning](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/integrate-external-courses-configurable-wfo-itsm.md) -- Add courses from external sources such as Udemy, Pluralsight, or Cornerstone to enable your users to gain skills from external content.\n          - [Assign a course item to agents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/assign-learning-course-wfo-itsm.md) -- Assign a course item to one or more agents and add a due date for them to complete the course.\n          - [Create a learning path](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/create-learning-path-wfo-itsm.md) -- Create a learning path, add relevant skills and course items, and publish the path. When your agents complete the path, any skills associated with the path are automatically added to the agent's profile.\n          - [Assign a learning path to agents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/assign-learning-path-wfo-itsm.md) -- Assign a learning path to one or more agents and add a due date for them to complete the path.\n          - [Create a learning task](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/create-learning-task-configurable-wfo-itsm.md) -- Create learning tasks for agents to keep track of their learning activities.\n          - [Analyze quiz details](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/analyze-quiz-details-wfo-itsm.md) -- Access a quiz to analyze the details.\n        - [Surveys](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/surveys-wfo-itsm.md) -- Assess the quality of your teams' completed tasks. Use surveys to get feedback on from your team.\n          - [Assess the quality of your agent's completed tasks](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/assess-skills-automatically-configurable-workspace.md) -- Assess the ability of your agents to resolve incidents or the quality of their completed tasks.\n          - [Create a survey](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/create-survey-wfo-itsm.md) -- Create surveys and publish them. You can assign published surveys to an agent or a group. You can also share the survey with other teams by adding managers of those teams as the owners of the survey.​\n          - [Assign a survey to agents or groups](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/assign-survey-user-group-wfo-itsm.md) -- Assign a published survey to agents or groups so that they can take the survey.\n      - [Coaching components](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/configurable-wfo-itsm-coaching-reference.md) -- Workforce Optimization for ITSM installs the roles and tables when you enable the Workforce Optimization for ITSM plugin (sn_wfo_cfg_itsm).\n    - [Skills Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/skills-management-wfo-itsm.md) -- Manage skills for your teams from a central location. Analyze skill data and assess the skills that you need for your organization. Use Predictive Intelligence to recommend skills for your team.\n      - [Setting up skill prediction](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/setup-skill-prediction-configurable-wfo-itsm.md) -- Collect skill data based on skills agents have used for incident resolution. Use supervised learning to recommend these skills for agents to resolve similar open incidents. You can also find patterns in how skills are used for incident resolution and use unsupervised learning to recommend skills for agents.\n        - [Use extension points](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/extension-points-skill-prediction-wfo-itsm.md) -- Use scripted extension points to customize skill prediction for tasks.\n      - [Adding skills to agents' skill set](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/adding-skills-agents-skillset-wfo-itsm.md) -- Analyze all skills and the levels for each skill that your agents have from one location.\n        - [Add or update skills](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/add-skills-configurable-workspace.md) -- Add skills or update skill levels for an agent so that it gets added to their skill set.\n        - [Approve or reject recommended skills](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/approve-reject-recommended-skills-configurable-workspace.md) -- Approve predicted skills if the skill is necessary for the agent to complete assigned tasks. If the skill doesn't apply to the agent, you can reject a skill.\n      - [Initiate a skill review for teams or groups](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/generate-skill-review-wfo-itsm.md) -- Start a skill review process for your groups or specific team members so that they can review and update their existing skills or to add new skills. Provide a due date for them to complete the skill review.\n      - [Approve or reject a skill review request](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/approve-skills-wfo-itsm.md) -- Review skills when your team updates their skill proficiencies and requests approval. You can approve or reject each of those skills. The skills that you approve are added to the agent's profile.\n      - [Routing work based on skills](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/skill-determination-configurable-wfo-itsm.md) -- Route work to your teams based on skills, schedule your teams' work, and train your teams to enhance their skills set using Workforce Optimization for ITSM.\n        - [Automatically add skills to incidents or interactions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/add-skills-automatic-itsm-manager-workspace-configurable-workspace.md) -- Define conditions for incidents or interactions and add skills required for those conditions using skill determination rules. When new incidents and interactions that are created meet these conditions, the skill determination business rule automatically adds the skills to those records. In the Workforce Optimization for ITSM Channels and Work scheduler applications, the work items get automatically assigned to the right agents based on the skills.\n      - [Skill review request components](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/configurable-wfo-itsm-skill-review-request-reference.md) -- Workforce Optimization for ITSM installs roles and enables notifications when you install the application.\n      - [Skill Recommendation components](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/configurable-wfo-itsm-skill-recommendation-reference.md) -- Workforce Optimization for ITSM uses roles to administer skill recommendation, tables to store skill data, and properties to modify default behavior, and scheduled job to recommend skills in configurable Workforce Optimization for ITSM.\n    - [Advanced configurations](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/advanced-configuration-workforce-optimization-itsm.md) -- You can perform advanced configurations such as customizing Workforce Optimization for ITSM pages, and defining filters for different modules. You can also specify the access to assignment group data to display only the assignment group data relevant to the logged-in user.\n      - [Reference](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/workforce-optimization-itsm-reference.md) -- Refer to install components such as roles, tables, and system properties to configure and administer Workforce Optimization for ITSM.\n        - [ITSM Manager Workspace components](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/configurable-itsm-manager-workspace-reference.md) -- The configurable ITSM Manager Workspace has roles to administer the workspace, properties to configure default behavior, and indicators to analyze performance.\n        - [Components](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/components-installed-workforce-optimization-itsm.md) -- The Workforce Optimization for ITSM application has tables to store user and application data or database views and a schedule job to collect data for indicators.\n      - [Domain separation](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/domain-separation-configurable-workforce-optimization-itsm.md) -- Domain separation is supported in Workforce Optimization for ITSM. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.\n      - [Global Search](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/global-search-wfo-itsm.md) -- Locate what you're looking for quickly using the global search in Workforce Optimization for ITSM.\n      - [Requesting time-off using the ITSM Mobile Agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/configurable-agent-schedule-mobile-wfo-itsm.md) -- Using the ITSM Mobile Agent app, shift planning agents can access their schedule. They can request time off to get their manager's approval or swap shifts with their peers and receive notifications for those requests and approvals.\n        - [Notifications](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/configurable-wfo-itsm-mobile-notifications.md) -- Receive notifications when you manage shift-swap and time-off requests. Enable notifications for the actions that are most relevant to you. For example, get notified when you receive a request for approval from an agent who wants to swap shifts with a peer.\n        - [Make a request to swap shifts or take time off](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/manage-schedule-configurable-wfo-itsm-mobile.md) -- Use the ITSM mobile app to look up your schedule, request time off, or swap your shift with your peers. If you can work during the requested shift, you can also approve your peer's request for the shift swap.\n        - [Approve or reject a shift swap](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/approve-reject-shiftswap-configurable-wfo-itsm-mobile.md) -- Using your ITSM Mobile Agent application, approve a shift swap requested by your peer if you are available to work at that time. You can reject it if you are unable to work then.\n        - [Track and manage your agent's schedule](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/approve-reject-requests-configurable-wfo-itsm-mobile.md) -- Monitor the shifts and schedule of teams within your assignment group using the ITSM Mobile Agent application. You can approve or reject requests for swapping shifts or time off for your agents.\n      - [Landing pages](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/configurable-wfo-itsm-landing-pages.md) -- Track and monitor the performance of your organization using the Workforce Optimization for ITSM landing pages. If you are a coach or a channel manager, you can access metrics specific to your application using the Channels or the Quality landing pages respectively.\n        - [Manager landing page](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/wfo-itsm-manager-landing-page-configurable.md) -- Stay on top of the status of incidents your teams are working on at a given time. Monitor training that's overdue and how many assessments are open and require approval. Analyze your teams' work and SLA status for the desired time period.\n        - [Channels landing page](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/channels-itsm-manager-configurable-landing-page.md) -- Manage queues and analyze the status of incidents and chats using the Channels landing page. You can also monitor team performance and work assignments from one location.\n        - [Coaching landing page](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/coaching-configuable-landing-page.md) -- Monitor the performance of your agents and measure the quality of how they resolved issues using the Coaching landing page. Analyze patterns in skill usage over time and see which skills are in demand.\n      - [Customize a page using the Next Experience UI Builder](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/customize-wfo-itsm-page.md) -- Clone an existing Workforce Optimization for ITSM page and customize it based on your needs using the Next Experience UI Builder.\n      - [Configure filters for ITSM Manager Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/configure-filter-configurable-manager-workspace.md) -- Define filter configurations for Schedule, Coaching, and Channels applications. You can use these filters to refine your search and view targeted results.\n      - [Add or remove access to assignment groups in manager workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/specify-access-assignment-group-wfo-itsm.md) -- Include or exclude access to assignment group data to display only the groups that are relevant for the logged-in user in the Workforce Optimization for ITSM manager workspace.\n        - [Using extension points to include access for specific groups](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/ext-points-exclude-access-wfo-itsm.md) -- Use scripted extension points to add access for managers to view assignment groups data other than the default groups that they manage in Workforce Optimization for ITSM manager workspace.\n        - [Exclude access for specific groups](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/configure-access-exclusion-wfo-itsm.md) -- You can remove access to assignment group data and display only the assignment groups that are relevant for the logged-in user in the Workforce Optimization for ITSM manager workspace.\n        - [Verify the display of the right groups](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/workforce-optimization-for-it-service-management/verify-group-access-wfo-itsm.md) -- Verify that the logged in user can access the correct assignment groups data.\n"}}