ITSM Service Operations Workspace Demo

[Dustin M]

Hi ServiceNow Community,

I hope you're all doing well.

Our product development team has recently decided to transition all our L1, L2, and L3 support users to the new ITSM Service Operations Workspace. Currently, our L1 users are utilizing the Agent Workspace, but the broader support organization operates mainly on the CORE UI/Next Experience. Given this, the transition is expected to have a significant impact.

We faced challenges during our initial rollout and adoption of the Agent Workspace. One key issue was a lack of in-depth understanding of how to effectively use Agent Workspace within our organization. We made customizations where possible, but these were mainly to align the tool with our existing processes, which may not have been the most efficient approach.

In light of this, I'm reaching out to this knowledgeable community 🙂 for assistance:

1. Shadowing Opportunity: Would any organization currently operating a service desk (handling calls and portal tickets) be open to allowing myself and a few colleagues to shadow your team? Observing your processes and workflows could provide us with invaluable insights into effective usage and best practices.

2. Sharing Experiences and Resources: If shadowing isn’t feasible, would anyone be willing to share their experiences and strategies for working with the Service Operations Workspace? Specifically, we are looking for:

   • Work instructions or guidelines detailing the end-to-end process for managing incidents or requests.
   • Tips on how to effectively search and utilize knowledge within the workspace.
   • Any lessons learned or best practices that have helped streamline your operations.

Our goal is to ensure a smoother transition this time around and to fully leverage the capabilities of the ITSM Service Operations Workspace for the benefit of our support teams and, ultimately, our customers.

Any help, advice, or resources you could share would be immensely appreciated. Thank you in advance for your time and support!

[servicenowdona]

Transitioning to the ITSM Service Operations Workspace can indeed be a significant change for your support teams. Here are some tips and best practices to consider:

1. **Training and Documentation**: Ensure that your team is well trained on the new workspace. This includes providing comprehensive documentation on how to use the workspace, including managing incidents and requests.

2. **Customization**: Customize the workspace to fit your organization's needs. This could include creating custom views, adding or removing fields, and configuring the workspace to match your existing processes.

3. **Knowledge Management**: Make sure your team knows how to effectively search and utilize knowledge within the workspace. This could include training on how to use the search function, how to create and manage knowledge articles, and how to use the knowledge base to resolve incidents and fulfill requests.

4. **Testing**: Before fully transitioning to the new workspace, conduct thorough testing to ensure that everything is working as expected. This could include testing the workspace with a small group of users before rolling it out to the entire team.

5. **Feedback**: Encourage your team to provide feedback on the new workspace. This can help you identify any issues or areas for improvement.

6. **Continuous Improvement**: Continually monitor and improve your use of the workspace. This could include regularly reviewing your processes and workflows, conducting regular training sessions, and making necessary adjustments based on feedback and changing needs.

7. **Community Engagement**: Engage with the ServiceNow community for additional insights and best practices. This could include participating in forums, attending webinars, and reaching out to other ServiceNow users for advice and support.

8. **Vendor Support**: Leverage ServiceNow's support resources, including their customer support team, online resources, and training materials.

9. **Change Management**: Implement a robust change management process to ensure a smooth transition. This could include communicating the change to your team, providing training and support, and managing any resistance to the change.

10. **Performance Metrics**: Establish performance metrics to measure the success of the transition. This could include tracking the number of incidents resolved, the time taken to resolve incidents, and user satisfaction levels.for further details please visit our site https://nowgpt.ai/#/home