New:

Admin Experience:
- Admin Home Page: Quick access to AI-native IT Service Management application installation
- Default configuration or presets: Default configuration settings that are automatically applied to installed products or modules to streamline initial setup, which users can review and modify as needed
- Product Configuration Console: Guided setup UIs to configure AI-native IT Service Desk
- AI Agent-powered setup and configuration: Conversational AI Agents enable admins to configure key ITSM workflows through natural language instead of navigating multiple admin screens.
  Note: Details of the AI Agents are available in the ITSM Admin Experience application's release notes information.
Employee Experience:
- Simplified IT Portal with conversational first experience.
- Prebuilt Catalog Items (Taxonomy, Record Producer) for common IT issues and requests.
- Enhanced Now Assist Virtual Agent with prebuilt AI agents for requestors.
- Pre-defined AI Search profiles and indexing to boost deflections.
- Multi-channel support through Portal, Email, MS Teams and Slack.
Fulfiller Experience:
- AI-first simplified service desk experience for Incident and Request Management
  - Chat-to-incident and Chat-to-request Workflow: Live agent chats create incident or request automatically based on the employee's intent.
  - AI-assisted Incident Triage and Resolution: Auto-classifies, generates incident & chat summaries, and suggests next steps.
  - Agent Productivity and Response Support: AI generates recommendations, resolution notes, summaries, and email responses.
  - Streamlined 2-pane layout
    - For Incidents with agent chat, incident details, and AI-embedded resolution guidance unified in a single workspace
    - For Requested Items (RITM) and Catalog Tasks (SCTASK) — including Recommended Actions and AI-generated summaries.
  - Now Assist generated resolution plans, next-best-action steps, and incident/request summaries on the record via a new embedded AI card
  - Enhanced Recommended Actions embedded in the incident form with distinct one-click actions for attaching knowledge articles, linking similar incidents, and ordering catalog items
  - Phone call supported as a fulfiller channel with automatic incident/request creation on call acceptance
  - Conversation summary auto-captured on the incident record when a live chat is handed off to a fulfiller
- Manager Dashboard
  - A role-based Manager Dashboard with key service desk metrics, date-range filtering, and agent-level drill-down. Service Desk Managers can get insights into:
    - Incident and Requested Item backlog
    - Team performance metrics like Team MTTR, incidents that missed SLA, and reassigned tickets
- A landing page for service desk agents