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

[Shahid3]

Hi @sallyf-zurich,

My 2cents on this topic, I see ServiceNow is adding more and more workspace for platform team easiness to manage work from central workspace as in past platform teams had to setup their own dashboard to work from a single workspace. Therefore, its a great initiative and we are seeing many benefits in our organisation on SOW. However, we are not seeing any major performance blip yet, therefore, in my view it would be good to further troubleshoot the issue.

Here are some other actions you may want to try out as well:

1. Instance scan report - We get regular instance scan report from the service manager, it provides detail on how the load is on instance and any red alert. It would be good to keep an eye on the resources allocated to your instance.

2. Depending on how old is your instance, archiving is another critical area to look at, as your database grows this could also impact your instance performance.

3. Troubleshoot unknown performance issue, I see you are already performing this actions so hoping you should manage to get to the root cause.

Best of luck!!

[Danish Bhairag2]

Hi All,

Last month end , we as well moved to Utah and started using polaris UI n also moved to Agent Chat from connect chat support. Service desk team adopted to the new process smoothly but came back within 1 week stating the slowness issue.

Initially thought might be the network latency issue but no it seems to be happening for all the agents supporting & using SOW.

We raised a HI case with servicenow for which they are investigating.

For the mean time we have advised them to use Agent Workspace instead of SOW untill the issue gets resolved for the slowness and they will be able to accept n respond to chats

Currently the noise has become bit less, but hoping to get a permanent fix from ServiceNow.

Regards,

Danish

[sallyf-zurich]

Have you tried patch 6 yet? Very early days but its looking positive for us. 

[andrewfb]

Hi all - heads up I am not a tech wiz I am a Project/Engagement Manager so this is just a comment which may be another approach - we have implemented a Health and Safety Module (program of work over  2/12 years) for a major client and we had major performance issues after a big  deployment 2 weekends ago - (Tokyo for this client using a newly created workspace for that application) this App scans across at least 500,000+ records per table across around 6 tables at any given time - due to multiple modules of this Health and Safety solution) working with ServiceNow they advised that

• "indexing" and adding "query business rules would solve the issue" noting "query business rules" is because of the Application we built  and "Indexing" can be done by ServiceNow or admins with enough technical skills - as mentioned I am not a technical guru at all I have a team of genius senior developers
• I have attached the tests screen shot (removed any client data) we did before and after adding the "query business rules" and "indexing"
• The steps we took was to get a temp instance from ServiceNow and do a full clone of all production data so we could do volume like for like testing as our Test and dev environments had extremely low volumes (1000 test reords for each table) 
• Results very promising -

Noting for SOW for this client (not the other one mentioned in previous posts) our normal IT service desk we have no performance issues but we are still on Tokyo

• Also noting this client started from New York in 2019 - so would be interesting if other clients  experiencing this slow performance issue what was their first version of SN on day 1?
• Any ideas these days could be an answer for ServiceNow to troubleshoot - as an example my ServiceNow account manager 6 months ago advised we were 2,900 licences oversubscribed for SPM/PPM "sn_milestones.milestone_editor" role where client had only procured 50 licences and with a bit of digging into inhereted roles I found that "It appears to be an inherited role from the business_stakeholder role wich contains the sn_roadmap_plng.roadmap_editor role and the sn_milestones.milestone_editor is inherited from this" which ServiceNow made changes to without advising clients or partners -
  ServiceNow provided us this Answer
• "This issue has been noted and fixed by the SPM BU in Nov'22. Customers who have installed this role after Nov'22 shouldn't be facing it. But if the role was installed prior to Nov'22, SPM BU has included a script to remove this inheritance from existing instances and this is available in the May Store Release in the app store:- 

Also noting as a non technical person (well I lie I was a Windows NT4 Network  Engineer in 1999 before I changed career path in 2000) I have helped my tech teams solve many many "Tech issues" by thinking so far outside the technical box  from an outsider which has 100% solved the 15 or so

• "we can't find or explain why this is happening from a technical view"- and this is from genius colleagues who will write script includes, ACL's and business rules and coding with one hand while eating breakfast and doing school homework with their kids"
• An example in 2003 at Shell 213 out of 214 support staff after implementing a non ServiceNow CSM in house product had no issues but that one support users could not view or accesss the product - reason (before restrictions in those days she had changed her default PC Windows font to some downloaded font to make her desktop pretty - I looked at her windows settings and we got her to log into another Users desktop with no downloaded fonts - we changed the font on her desktop to default and viola - issue solved
  
  Think outside the box if there is not progress / hope in sight  ask questions not related to technical is my advice - may not be the solution for this but every angle works 

Back to the Health and Safety application for all those interested
This is an App we developed in 2018 which won awards at Knowledge in 2018 which ServiceNow has recently acquired
https://www.servicenow.com/blogs/2023/enable-tech-improve-health-safety.html 

hope this could be a potential light at the end of this tunnel for all soon

[andrewfb]

Sorry attached screenshot of tests mentione above