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

[sallyf-zurich]

Yes the same happened to us. I also got told that I needed to stop harking back to call module and how that works as its irrelevant which nearly sent my counterpart within our supplier into orbit as it felt very relevant as the tool we used for years with no issue. If your not using chat and you don't need SOW to receive the "next" Chats I would say try call module. In some of our desks we have temporarily ringfenced Chat agents so they have to stick with SOW but those just on the phone we have allowed to go back to call module. I asked them time and time again if they had other customers complaining and they where not forthcoming nor would they tell me how many customers where on Utah, Next Chat and SOW as a combination. Its not just you believe me. We operate in 5 countries across the Globe and connect in various ways yet they still tried to tell me network... I remember saying to them once well unless there is a Global wifi issue I've not heard of yet...-Have you seen the upcoming patches promising improved performance as I'll try and dig out details if not - this suggested to me plus a reference call they asked me to attend that they had finally accepted that SOW is not fit for purpose. Oh another favourite - they also told me to tell the agents to only open one interaction at once and stop clicking so often and so fast...

[andrewfb]

We have just engaged with a brand new client new to ServiceNow with UTAH being implemented - we have had major issues with performance raised multiple HI tickets - had zoom calls with ServiceNow recording the slow performance and 4 weeks later still no solution - this is a small client with 1,500 end users
Other clients we have are on Tokyo (one client has 150,00 end users and no issues at all including using SOW)

[sallyf-zurich]

So you are linking more to Utah then SOW by the sounds of it. We where on SOW and San Diego for 2 weeks before we upgraded to Utah and we still found it slow then but we allowed the upgrade to go ahead thinking it wouldn't make the situation any worse...

[andrewfb]

1. We have had 2 zoom calls with ServiceNow support with them recording the sessions and checking the nodes
   
   
2. It is not just with SOW it is across the platform
   1. 27 seconds to load a list of 1500 end users 
   2. 45 seconds to load CI's
   3. Ten minutes later performance is good
   4. 3 hours later performance is terrible
   5. Impersonating users in Dev environment freezes up

As mentioned its a small client with low volume end users and a service desk of 4 - it's ridiculous

[andrewfb]

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 version