Does anyone else find Service Operations Workspace slow?
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07-04-2023 01:11 AM
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
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08-14-2023 02:38 AM
Hope your agents are not as frustrated as mine - its the intermittent nature that really gets us down as our agents think all is fine as no occurrences for a couple of days then one day they hit save and everything goes blank... Call module we never had any of this but we have to be on SOW for the new Chat so we can't just revert back.
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08-14-2023 07:42 AM - edited 08-14-2023 07:42 AM
Service Desk is a critical function for us since their experience is reflected directly in the service they offer to our end users. And they are getting increasingly impatient with our team since it has been over 45 days and we have not been able to address the situation.
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08-14-2023 07:51 AM
Our client doesn't use chat, CTI integration or interactions so that's all disabled or not configured (4 Servicedesk agents) and performance is ridiculous to say the least - brand new client - brand new UTAH instance no upgrades from previous versions -
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08-14-2023 08:21 AM
So as out of the box as you can be then I imagine... We have also looked at all of our customisations and ruled them out as probable cause - its just painful.
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08-14-2023 09:07 AM
Its a fresh Instance OOTB Zero customisations only configurations
ITSM standard and SOW
integration is OOTB SCCM
The funny thing is ServiecNow HI support have had zoom meetings with us and recorded the sessions displaying really slow performance across the platform and they blame us?
