Service Operations Workspace – TechStrong TV

[chadcorriveau]

Host: Alan Shimel discusses the latest innovation in ServiceNow‘s May Quarterly Store launch, Service Operations Workspace. Jeff Hausman and Chad Corriveau touch on the importance of Service Operations and how this new Workspace offers IT professionals a superior experience, enabling a seamless flow of incidents, problems, changes, and alerts to predict and resolve service degradations, without the need to toggle through tabs or multiple tools.

URL Video LInk:
https://digitalanarchist.com/videos/featured-guests/service-operations-workspace-servicenow

[Mario Quinones1]

Hi Chad, What ITSM license do you need to get this workspace?

[chadcorriveau]

Hey Mario - Great question.
Any ITSM license in the San Diego Release.  This means Service Owner Workspace is available starting at with ITSM Standard.
This also means if the environment has been mapped and there is a solid CMDB and/or CSDM the benefits of this Next Experience can be taken advantage of as well as the collaboration aspects.   

As soon as you add ITSM Pro - this is when you start to kick it up a notch.  The agent then have access to the Virtual Agent, Machine Learning (ML) and AI aspects you may have saw in the video.

Hopefully that helps.
Cheers

[Eli7]

Hi Chad,

I have a problem getting Agent Assist to work on Interaction table in Service Operations workspace. I have created the Action assignment and added the table configuration sys id but the graduation icon is not showing on any interaction record. It is work on the incident and problem table.

I cannot see what I am missing as to why it is not working on the Interaction table. By the way I also added interaction table to the old agent workspace and its working fine there.

Any ideas greatly appreciated.