Service Operation Workspace Agent Persona and Service Operator Persona

[Shreya Sundriya]

Service Operation Workspace provides a single pane for both Service Agents and Service Operators , enabling a seamless flow of incidents , problems , changes  to predict and resolve service degradation. With this context , I  am trying to figure out  answers for below questions. Please provide an explanation on below points.

a)  In SOW (Service Operations Workspace) ,  what are the actions specific to Service Agents and  what  are the actions specific to Service Operators. Reason being , in Agent Workspace we do have similar functionality called Agent Assist . Raising Incident, Problem , Change , Knowledge which can be performed by tier 1 agents then what extra features Service Operation Workspace  brings for Tier 2 agents apart  from Recommendation Framework  as it is a paid feature.

b) In SOW (Service Operations Workspace , there are OOTB UI Actions  (Continue Problem , Continue Change Request) . These UI Actions redirect  the user to ITIL view of the record. What is  the intent  , ServiceNow brings to these UI Actions because  if  some action needs to be performed by Service Operator then do they have to move  to ITIL view instead of  staying in Service Operations Workspace view.

[chadcorriveau]

Hi Shreya
As of the San Diego Release of SOW.
ITSM SOW = Tier 1 Agents can triage Incidents and Interactions.   In upcoming Store and Family releases this will expand to Problem and Change fields.  
As far as Tier 2 and 3 Agent functionality.   This will become more robust specific to higher complexity incidents.   Since SOW is built on our Next Experience UI/UX, the engineering teams want to ensure the builds are the optimum experience as not to degrade performance or offer half baked functionality.

I think that answer the later part of a).  if not -could you reframe this part of the question for me "features Service Operation Workspace  brings for Tier 2 agents apart  from Recommendation Framework  as it is a paid feature"?

ITOM SOW = The event and operations workspace is scoped in a way where Ops teams gain insights and information specific to Alerts and Outages.   The Problem and Change aspects is information that can be found in the Alert Details such as Cause or Probable Root Cause.   The Change Record should show there at a high level.  That being said, as highlighted in a). for ITSM, the "Continue Problem, Continue Change" aspects will evolve in the coming releases.    The ITOM SOW piece was released in June and the teams are looking to ensure the core performance around Events, Alerts and AIOps are the best experience possible (as well).

These are great questions and great information to have, that I will bring back to both teams.

Hopefully this answers your questions and more importantly thank you for this!

[Shreya Sundriya]

Hi Chadcorriveau,

Thanks for your response. It was really helpful!

When you say higher complexity incidents , do you mean major incidents or some other  complex scenarios which can be handled by Tier 2 and Tier 3 agents in ITSM SOW.

I can see that Problem , Change forms in San Diego release but from your reply what I can understand is  it is  yet to be released as part of future release as far Service Operations Persona  (Tier 2 or Tier 3 agents) is concerned.

[Shreya Sundriya]

Hi Chadcorriveau,

Any update on above question.

Your response will be highly appreciated.

[chadcorriveau · Accepted solution]

Hi Shreya
Apologies was on summer holiday.

As far as you question.  This is very dependant on how your company defines Major Incidents and the operating procedures to address these events.  
Tier 1 is the first line of defence where live agent help can go beyond the complexities of a Virtual Agent/Chatbot conversations.    Where basic events can be triaged or addressed, such as a subscription license expiring or email service has been disrupted and the ML /AI is unable to smartly address this.   SOW today is scoped to help agents with information they need in a single space.   Items such as service disruptions, service outages, similar incidents and service maps could be at the finger tips of these agents (depending on how the CMDB / CSDM is scoped and how the AI/ML is dialled in).
Tier II and Tier III  start to get in high levels of technical understanding and will demand more for their workspace.   In the past these Agents would use various consoles to begin to address major outages or disruptions.   If you see SOW today, you can see that the structure of this workspace are scoped in a way to being to address this in a single place, however some of those aspects are not turned on yet.   As I mentioned above these agents will need a deeper understand around Change and Problems that have caused the disruption.   This means that the level up information needs to be deeper so that agent are not searching for information specific to Incident events.   Generally front line agents do not get into "product design changes, patches, and updates when no other resolution is available" depth of information.