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

[pickonet]

Found the following in another chat. I doubt it is internet filtering as it appears to be a wide spread issue. The client interaction table is an interesting one to investigate further.

[dmorgan_isc]

Can you please link this other thread?

We run NGFWs which do filtering/protection, however I recall also experiencing this at home, so not traversing the FW. So this is unlikely the root cause

[sallyf-zurich]

And as I keep saying to ServiceNow at my side internet traffic filtering or not call module performance was not impacted by this but SOW is so we are not going to change our core policies to get one module to work correctly on SNOW. The initial approach of ServiceNow to blame our network etc when if I revert the agents back to call module all works fine did not go down well with me as if this was so sensitive to network then this should have all been documented by them up front so we moved to this with our eyes open.

[sallyf-zurich]

Yes the same was said to us - must be your network etc... But we held firm with no the only change is the move to SOW and the Utah upgrade and escalated and escalated. If you see future patches now they are all looking to address performance on SOW. I believe it is a SOW issue and I believe ServiceNow are aware of this now so maybe worth opening a ticket with them again. Yes agreed it does feel like a backward step but we are willing to try anything at this stage to ensure our Service Desk can work 100% without interruption as they did on call module prior to moving to SOW.

[Jigar]

Sally,

Your experience pretty much sums up our journey in the last ~45 days. We are actively working with ServiceNow as well as our internal teams to address this but a resolution is elusive at the moment.