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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08-15-2023 08:23 AM
@andrewfb @dmorgan_isc @Jigar @pickonet I have another call tomorrow with ServiceNow. Andreas on this trail and our account leads. I'll let you know if anything comes out of this.
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08-15-2023 02:33 PM
Great thanks Sally
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08-21-2023 02:10 PM
We've been working with ServiceNow and have recently been able to engage their performance team to assess the performance of SOW. I'll share as we make progress on the journey
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08-15-2023 12:50 PM
My 2 cents on this topic of SOW slowness.
My initial impression of SOW as a tool is positive as it ties many different features/capabilities together into one space. But, at the same time I started to realize that this positive take was short lived when evaluating the tool from the perspective of a service desk agent who works under strict call center time expectations. The tool does not lend itself for the speed an agent of this type needs to work in. It has great potential but I don't think these initial versions were meant for speed. Seems to me this is meant more for a level 2 or 3 support agent where they don't have so much pressure on time and workload maybe. Delays in page loads are not so much an issue when you are outside a call center environment. I would assume that improvements will be made as updates are released. But, in the meantime, maybe one should take a more careful look at the features/capabilities SOW offers OOB and look to trim down some of these, especially those that are not of great benefit to an agent working on a call center where again speed is needed. At the very least it's something to consider while improvements are made.
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08-16-2023 05:38 AM
The only snag with this is ServiceNows new Chat tool which are of course answered by level 1 work with SOW so we had no option but to move to it if we wanted to move to a Chat tool that was fully supported. I agree with what you are saying with regards to looking towards slimming it down - on my call with ServiceNow later I will raise this and see what they have in plan.
