TLDR: ITSM Advanced for higher education is the operating model upgrade most R1 institutions are now provisioning into without a clear plan for what to actually do with it. ServiceNow renamed the ITSM tiers in late 2025. Standard, Pro, and Enterprise became Foundation, Advanced, and Prime. The new Advanced tier adds Major Incident Management, On-Call Management, Change Management, Problem Management, AI Voice Agents, Process Mining, Platform Analytics Advanced, and the Advanc