Does anyone else find Service Operations Workspace slow?

[sallyf-zurich]

Hi All

We have recently moved to Utah switching on the new UI and also moving to the new Chat tool.

Our main Service Desk is outsourced supporting over 45,000 customers around the world and in all of their 5 locations they complain that compared to call module the system is intermittently very slow and hampering their ability to support our customers.

ServiceNow have been supporting us but so far nothing has made a major difference and we are a month in...

I just wondered if anyone has or is experiencing the same before we start engaging network teams etc.

Sally

[Fabian Kunzke]

Hey,

The Service Operations Workspace is indeed a bit slower as the data fetching for the pleathora of information is taking up more resources. However, i wouldn't expect it to be so slow that it impacts your work significantly.

If you already are in contact with the support regarding the performance, please escalate it. More importantly: Make sure that the impact is clear to the support and the only other options. Adding more teams to the workspace will add more strain to the system. But usually ServiceNow is very helpful when it comes to performance issue. My guess is, that it's not yet clear how big the impact for your company is. Make sure to get that across.

In short: Yes, the workspace is more resource demanding. But it should not be your worry; rather ServiceNow should act on the performance issues you are encountering.

I encourage you to get in touch with the support and your ServiceNow manager and push them to find a solution.

Regards

Fabian

[sallyf-zurich]

Hi Fabian

Thank you, yes we are in touch with ServiceNow and this has been escalated. The issue is intermittent and mainly impacting the outsourced Service Desks but equally they are the only ones that use Chat and SOW. We are recording more examples today to show the teams working with us as its impossible to reproduce on demand in conference calls. It is good to know this is not to be expected though and we should continue to push for a solution.

Thank you once more.

Sally

[dmorgan_isc]

I also am noticing serious freezes and lag in all browsers with SOW. Seems to have gotten worse since UTAH upgrade

[sallyf-zurich]

Yes we also believe this - did you upgrade to the new UI when you upgraded to Utah or are you still on the classic UI?