0
1.0.0
Zurich Patch 4
Enable an AI-first comprehensive admin, employee, and fulfiller experience for ITSM workflows.
Admin: An AI-first centralized and intuitive admin experience that enables customers to configure their ITSM workflows to meet their business needs.
Employee: An AI-first comprehensive employee experience focused on a simplified Core IT portal with an AI chat first approach to find answers, order items, check status, and create incidents.
Fulfiller: An AI-first efficient IT support experience to support multi-channel IT support with a focus on simplified incident and request management.
Admin Experience:
- Enhanced admin home page with quick access to install AI-native ITSM and to apply default presets automatically.
- Default configurations or presets.
- Product configuration console provides an admin UI to configure and manage AI-native ITSM and its features before, during, and after implementation.
Employee Experience:
- Simplified Core IT Portal
- Prebuilt Catalog Items (Taxonomy, Record Producer) covering 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, and MS Teams.
Fulfiller Experience:
- Workspace experience: Simplified workspace experience for the fulfillers.
- AI and generative AI capabilities.
- Landing page and dashboards for the agent persona.
New:
Admin Experience:
- Admin Home Page: Quick access to AI-native ITSM application installation.
- Default configuration or presets: Automatically applied default configuration for ITSM
- Product Configuration Console: Configure employee and fulfiller experience for ITSM workflows.
Employee Experience:
- Simplified IT Portal
- 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, and MS Teams.
Fulfiller Experience:
- Chat-to-Incident Workflow: Live agent chats create incident automatically.
- 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.
- Workspace and landing page.
Family release requirement: Zurich Patch 4 and above
Application Dependencies:
- app-itsm-foundation-fulfiller v1.0.0
- app-itsm-foundation-admin-exp v1.0.0
- app-sow-itsm-container v8.3.0
- itsm-analytics v4.0.0
- app-itsm-foundation-emp-exp v1.0.0
- app-itsm-foundation-content-pack v1.0.0