Configure and integrate › Simplified IT Service Management › IT Service Management

Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Install IT Service Management

Set up and get started with IT Service Management (ITSM) on your instance.

Before you begin

Role required: admin

Request for the entitlement of the Setup Hub application (sn_ia) from ServiceNow Store and install it. See Set up Now Assist with Setup Hub and Understand the Configuration page flow in Setup Hub.
If none of the following ITSM applications are auto-installed, request for an entitlement from ServiceNow Store based on your subscription.
- IT Service Management (sn_ai_itsm_cont)
- IT Service Management Advanced (sn_itsm_adv_cont)

About this task

Post installation, the following capabilities are available:

AI agents and agentic workflows simplifying ITSM workflows, supporting a simplified Employee Center portal, and a simplified administrator, employee, and fulfiller experience. For information on AI agents, see AI agents and agentic workflows in Simplified IT Service Management.
Commonly requested catalog items. For information on catalog items, see Catalog items installed with Simplified IT Service Management.

Procedure

If an ITSM application is not auto-installed based on your subscription, perform the following steps.
1. From the All menu, navigate to Admin Center > Application Manager > Available for you.
2. Search for the IT Service Management application (sn_ai_itsm_cont) or IT Service Management Advanced application (sn_itsm_adv_cont).
3. Review the application listing for information on dependencies, licensing or subscription requirements, and release compatibility.
4. Select Install.
Apply default configurations post installation of the selected application.
1. From the header of your ServiceNow instance, navigate to Admin > Admin Home.
2. From the Manage your products section, select IT Service Management.

Image omitted: aiNativegetStartedwithInstall.png
Set up Simplified ITSM application

    The Product Hub page for IT Service Management is displayed.

3.  In the **Installation progress** section, from the **Not Installed** tab, select **Apply default configurations** for IT Service Management.

Image omitted: ai-native-itsm-install-product-hub.png
applying default configurations

    **Important:** Do not change the current scope while presets are being configured.

4.  In the **Apply default configurations** pop-up window, select **Confirm**.

Start configuring IT Service Management.
1. In the Now you're ready to configure pop-up window, select Configure.

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Start configuring Simplified IT Service Management

    The Configure IT Service Management page is displayed.

2.  In the **Get started with configuration** pop-up window, review the configuration instructions and select **Got it**.

Image omitted: ai-naive-install-get-started.png
getting started with configurations

Parent Topic:Configuring Simplified IT Service Management