ICS App Installation Guide — Australia Release (sn_itom_cloud_svc)<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Overview The April release of the ITOM Cloud Services (ICS) app includes infrastructure improvements to enhance messaging service reliability on the Australia release. These improvements require a prerequisite plugin to be installed on your instance. The installation process differs slightly between Australia EA and Australia GA customers. Please follow the path that applies to your instance. Which Path Applies to You? Australia EAAustralia GADelivery MethodUpdate Set + Store AppApril Release Store AppInstallation Steps3 steps (see below)Standard store app install Australia EA Customers — Installation Steps "Who needs to follow these steps? These steps are only for new installations of the ICS app on Australia EA instances. If you are an existing customer — those upgrading from Xanadu, Yokohama, or Zurich to Australia — no action is required. The records are already present on your instance and the update set is not needed. Simply upgrade to the latest ICS store app version as part of your standard upgrade process." IMPORTANT: Follow these steps in the exact order listed. Installing the ICS store app before completing Steps 1 and 2 will result in installation failure. Step 1: Install the Prerequisite Plugin Install the following plugin on your instance: Plugin IDcom.glide.hermes.managed.internal Navigate to System Definition > Plugins, search for the plugin ID above, and activate it. Wait for the installation to complete before proceeding. Step 2: Apply the Update Set Import and commit the provided update set on your instance: Navigate to System Update Sets > Retrieved Update Sets.Import the update set XML provided by the ICS team.Preview the update set to check for any conflicts.Commit the update set. Verify there are no errors in the commit log. Step 3: Install the ICS Store App Once Steps 1 and 2 are complete: Navigate to System Applications > All Available Applications > All.Search for ITOM Cloud Services Core (sn_itom_cloud_svc).Install or update to the latest available version. Australia GA Customers For Australia GA customers, all improvements are bundled into the April release store app. No update set or manual plugin installation is required. Simply install or update the ICS store app (sn_itom_cloud_svc) from the ServiceNow Store. All prerequisites will be resolved automatically. Transitioning from Australia EA to GA? No action required. If you are moving from Australia EA to GA, the April release store app will handle everything automatically. Any previously applied update sets or manual plugin installations will be reconciled seamlessly during the upgrade. No additional steps are needed on your end. Quick Reference ItemDetailsAppsn_itom_cloud_svc (ITOM Cloud Services Core)Prerequisite Plugincom.glide.hermes.managed.internalAustralia EAPlugin → Update Set → Store AppAustralia GAStore App install (standard)EA to GA TransitionNo action needed — handled automatically Need Help? If you encounter any issues during installation, please contact ServiceNow Support for assistance.