This FAQ has the following major sections:
- General information
- Incident Management in Service Operations Workspace
- Change Management in Service Operations Workspace
- Collaboration in Service Operations Workspace
- Alert Management in Service Operations Workspace
- What is Service Operations Workspace (SOW)?
- Where can I quickly learn more
- Does Service Operations Workspace leverage ServiceNow’s latest Next Experience?
- Is there a migration path from Agent Workspace to Service Operations Workspace
- Is there a migration path from Classic UI to SOW for ITSM?
- Is there a migration path from Operator Workspace to SOW for ITOM?
- Where can I understand more about the core capabilities available in SOW?
- What are the licensing requirements for SOW?
Using Service Operations Workspace
- How do I install Service Operations Workspace?
- How can I access the Service Operations Workspace?
- Where can I learn about Configuration and Customization
- Can I continue to use Agent Workspace
- What do I do if I find a bug or defect
- How do I suggest new functionality for Service Operations Workspace
- Where can I find the documentation Product Documentation
- Where is the community for Service Operations Workspace
- Where can I find training on Service Operations Workspace
- What is Incident Management?
- What is Incident Management in SOW?
- How does Incident Management in SOW differ from the UI16 Incident Management experience?
- How can I make the SOW workspace configurable according to my needs?
- What features are available for Incident Management in SOW?
- What are the latest feature releases for Incident Management in SOW?
- What are some of the plugins and store applications I can download for incident management ...
- What are the licensing requirements for using Incident Management features in SOW?
- How is an Incident populated in SOW?
- How do I configure the Incident form in SOW?
- Where can I configure prioritization look up rules?
- How do I configure fields to categorize an incident?
- Can Agents collaborate with their peers as well as requestors to resolve incidents?
- Is there a license requirement to use the Investigation Framework in SOW?
- What roles can benefit from Investigation Framework in SOW?
- What integrations are supported with Investigation Framework?
- What are some of the CI metrics visible on the Investigation tab?
- What configuration is required for ACC to start getting metrics on a CI?
- What do I check if the ACC is not working?
- What do I do if the ACC data collection is showing paused?
- How do I troubleshoot the MID server?
- How do the remedial actions and playbooks work in incident management in SOW?
- How can I enable Remedial actions in incident management in SOW?
- Which type of remedial actions are available on the Investigation Tab?
- What plugins are needed to enable the Playbooks?
- Which table supports escalation tracking feature OOB?
Change Management in Service Operations Workspace
- What is Change Management?
- Why do organizations need a Change Management process?
- What is Change Management in SOW?
- Where can I lean more about implementing Change Management in SOW
- How does Change Management in SOW differ from the UI16 Change Management experience?
- What features are available for Change Management in SOW?
- What are some of the plugins and store applications I can download for Change Management in...
- What are the licensing requirements for using Change Management features in SOW?
- How and where can I create a change request in Service Operations Workspace?
- What work can I perform on a change request in SOW?
Collaboration in Service Operations Workspace
- What is Collaboration in Service Operations Workspace?
- How does Collaboration in SOW help organizations?
- What features are available for Collaboration in SOW?
- Can I add additional participants into the call from within ServiceNow?
- What are some of the plugins and store applications I can download for Collaboration in SOW...
- Are there any limitations of using Collaboration in SOW?
- What are the licensing requirements for using Collaboration in SOW?
- What collaboration tool integrations are supported?
- How do I integrate with a 3rd party collaboration tool?
- What are my first troubleshooting steps for collaboration
Alert Management in Service Operations Workspace
- What is an Alert?
- What is AIOps?
- What is Alert Management in SOW?
- What are Alerts in SOW?
- What is the AIOps Experience in SOW?
- What is the Express List in SOW?
- What is Integrations Launchpad in SOW?
- What are the AIOps dashboards in SOW?
- What are the licensing requirements for using AIOps Experience features in SOW?
- Is there any plugin I need to install to start using AIOps Experience in SOW?
- What role(s) is required for users to use Alert Management in SOW?
General Information
1. What is Service Operations Workspace (SOW)?
SOW is a configurable workspace that was introduced in the San Diego release and was envisioned to provide a unified experience for multiple IT Service Management (ITSM) and IT Operations Management (ITOM) workflows and personas. SOW provides a single pane of glass for Agents, Fulfillers and Operators, enabling the seamless flow of incidents, problems, changes, alerts, and logs to predict and resolve service degradations and maintain business critical services.
2. Where can I quickly learn more
- SOW Adoption Series Session 1 - The Art of the Possible
- SOW Adoption Series Session 2: Customer Journey
- SOW Adoption Series Session 3 - Advanced Implementation & Configuration
- SOW Adoption Series Session 4 - Agent Workspace to SOW Migration
3. Does Service Operations Workspace leverage ServiceNow’s latest Next Experience?
SOW is built by leveraging ServiceNow’s Next Experience Framework. You can find out more about Next Experience UI here.
The Workspace experience utilizes UI Builder to provide a modular foundation which can be amended or extended according to customer specific requirements. System Admins can use the SOW Config Center to adapt landing pages, lists, forms and the workflows across the whole Workspace. End users can also use preferences to tailor their own experience.
4. Is there a migration path from Agent Workspace to Service Operations Workspace
There is a migration utility available to help you to migrate the most common configurations and customizations from Agent Workspace into SOW. It is available as a store app HERE and is compatible for current release -2. You can find more information about the Agent Workspace to SOW migration utility here.
5. Is there a migration path from Classic UI to SOW for ITSM?
At present there is no automation for migration from Classic UI to SOW for ITSM. As a rule, anything that happens server side should work as before when migrated to SOW, but anything client side should be reviewed, checked and may need to be refactored or reimplemented in a new way. It will be a reimplementation effort where you will need to consider the following high-level steps.
- Identify customizations
- This is an ideal opportunity to review existing customizations and look for alternative ways to achieve the needed outcomes while reducing technical debt.
- In a sub-production / development environment, install the SOW for ITSM application, and run through your regression tests to identify issues.
- This is a great opportunity to get extended teams involved in the process, to get their buy in to the migration early.
- Fix any issues and retest until the experience is as expected.
- Rewrite any process guides or training documentation.
- Train your users.
- Go live with SOW for ITSM.
6. Is there a migration path from Operator Workspace to SOW for ITOM?
When migrating from the Operator Workspace to SOW for ITOM, it is recommended you speak with your implementation partner. The ServiceNow documentation provides guidance for installing SOW for ITOM applications.
7. Where can I understand more about the core capabilities available in SOW?
Regular enablement content is provided for SOW and is posted into the community. Some examples of the most recent content can be found here:
SOW L&L Series 1 - Service Desk persona
SOW L&L Series 2 - Extended personas
Major Incident Management Live on ServiceNow event
Problem Management Live on ServiceNow event
Collaboration in SOW Live on ServiceNow event
On-call scheduling in SOW Live on ServiceNow event
8. What are the licensing requirements for SOW?
All ITSM customers will be entitled to use Service Operations Workspace for ITSM, and all ITOM Health customers will be able to use Service Operations Workspace ITOM Applications.
Packaging for IT Service Management
Packaging for IT Operations Management
However, ITSM customers with ITSM Std/Pro/Enterprise will not, by default, have the entitlement to Service Operations Workspace ITOM Applications via their ITSM licenses. They can access the full capabilities of ITSM Service Operations workspace with ITSM license. But they need to subscribe to ITOM licenses to have Service Operations Workspace ITOM Applications.
The same is true in reverse. The only way to get access to both ITSM and ITOM areas of SOW is to have subscriptions for both.
Using Service Operations Workspace
9. How do I install Service Operations Workspace?
SOW can be installed though plugins in the platform. There are two to be specifically aware of:
- Service Operations Workspace ITSM Applications
- Service Operations Workspace ITOM Apps
If it is a new instance, the plugins may already be installed by default, but you should always check to ensure they are up to date, as sometimes it can take a while for the store updates to make it into the new instance build.
10. How can I access the Service Operations Workspace?
Access to the workspace for ITSM is controlled by assigning the sn_sow.sow_user role. However, this role does not give any permissions within SOW so these roles should be allocated separately.
The workspace role is already embedded in the ITIL role, so all users with the ITIL role can view key features to get started with Service Operations Workspace for ITSM. To access, click on the Workspaces menu and then select Service Operations Workspace.
For access to the ITOM Operator workspace, there are three different roles which can give you different access. See here for more information on these roles and their activities.
Landing Pages
When you have the correct role, your landing page will be determined by the first audience that you are identified as being a member of. Audiences are collections of users, identified by attributes such as roles allocated, or groups you are a member of. The first audience matched will determine your landing page.
The Landing Page typically includes graphs and lists for items you will be interested in, based on your role, and these can also be configured by your system administrators.
Landing page in SOW for ITSM
Landing page in SOW for ITOM
In SOW for ITSM, you can use system properties to automatically redirect all users to the workspace on logon using the steps identified here.
11. Where can I learn about Configuration and Customization
The most common asks can be found here.
An On Demand Bootcamp on Now Learning which can be found here.
The range of customization & configuration in SOW for ITSM is as wide as the original workspaces and Classic UI. This includes, but is not limited to:
- Landing page changes
- Form updates
- List layouts
- On form behaviours (decorations, warnings, filters etc)
- Creating page variants in UI Builder
Theme Builder can be used to change the look and feel of your whole platform, include lists, logos and backgrounds. Theme Builder will also give feedback on any accessibility issues with your new themes (e.g. incompatible color combinations).
SOW Admin Center
Through use of SOW Admin Center, you can take control of the common configurations for your implementation. There will be links and guidance to the process and platform specific changes that can be made.
SOW Admin Center for ITSM recently had an update, in Xanadu November store release, when moving to version 6.1, and some images from this are shared below.
12. Can I continue to use Agent Workspace
Yes, Agent Workspace can continue to coexist with it until you are ready to switch over. We recommend that you begin testing SOW in a sub-prod or test environment as you begin adding additional features for testing.
13. What do I do if I find a bug or defect
We have an active and supportive Service Now community site Forum, where you can post your questions, check existing articles and solutions. If you are unable to resolve the issue and believe you have a defect with SOW, log a case using the Now Support portal.
14. How do I suggest new functionality for Service Operations Workspace
For functionality you wish to be implemented, log an idea on our Idea portal
15. Where can I find the documentation Product Documentation
16. Where is the community for Service Operations Workspace
Service Operation Workspace Community
17. Where can I find training on Service Operations Workspace
Service Operations Workspace Simulator Course (Now Learning)
Incident Management in SOW
18. What is Incident Management?
An incident represents an unplanned interruption or a reduction in the quality of service - Incidents can include failures or degradation of services reported by users, technical staff, third-party suppliers, and partners, or identified automatically from monitoring and event management tools. Incident Management helps restore normal service operations as quickly as possible after an unplanned interruption and minimize the impact to your business. Incident Management also ensures communication with the end user community throughout the life of the incident. Users can record an incident and track it through the entire incident life cycle until service is restored and the issue is resolved. Reports are used to monitor, track, and analyze service levels and improvement.
Refer more details for incident Management in ITSM here.
19. What is Incident Management in SOW?
Introduced in San Diego, Service Operations Workspace provides agents and operators with a single-pane-of-glass view to easily manage an incident through its entire lifecycle. Starting from a simple and intuitive overview page, agents can see the incident summary, affected CIs, impacted services, potential causes, and resolution, if available. Additionally, customers licensed with ITSM Pro can leverage the Investigation Framework to help streamline incident resolution through surfacing relevant metrics within the context of the incident and the ability to execute remedial action playbooks to accelerate incident resolution. Incidents responders can access contextual recommendations and configured on-call experts to reach a faster resolution. We continue to invest and innovate on the Service Operations Workspace Incident Management experience - check out our product docs and product updates for more information.
20. How does Incident Management in SOW differ from the UI16 Incident Management experience?
Incident Management in Service Operations Workspace has feature parity with the UI16 Incident Management experience but does so in a modern and intuitive user interface that enhances usability and simplifies the process of creating and managing incidents. SOW provides a more streamlined and organized approach, allowing agents to access relevant information and take necessary actions without the need to swivel chair between applications. Like legacy Incident Management, SOW Incident Management can take advantage of advanced automation capabilities (e.g., automated assignment, smart categorization, recommended actions based on historical data) powered by AI/ML. Moreover, the Service Operations Workspace provides enhanced collaboration tools, through integrations with Twilio, telephony, Microsoft Teams and more, enabling streamlined communication and coordination among support teams and stakeholders.
21. How can I make the SOW workspace configurable according to my needs?
SOW workspace is built to be a highly configurable unified interface for all users. The UI Builder provides base system components that you can use to build workspace pages. You can build a pin-able/pop-over navigation experience with an extensible top menu system that enables agents and operators to graphically organize work. You can personalize agents’ instance and set user preferences. You can navigate to NOW Experience Framework > UI builder to start customizing your workspace.
Check-out UI builder product docs for more information.
Check out more about Next Experience UI here.
Check out more about Workspace resources here.
22. What features are available for Incident Management in SOW?
As of Utah release, you can manage E2E incident lifecycle in SOW, where the overview page summarizes the affected CIs. The landing page allows the incident response teams to have visibility into work assigned to them or their team and also check the unassigned incidents. You can leverage SOW side panel functionality for additional capabilities such as Recommendations, Record Info, Agent Assist, Experts on-call, On-call Escalations, Templates, and more.
Check out the product docs for more information.
23. What are the latest feature releases for Incident Management in SOW?
There have been multiple feature updates for Incident Management in SOW. Check out our product updates document for details.
24. What are some of the plugins and store applications I can download for incident management in SOW?
To get started with incident Management in SOW, you need to install Service Operations Workspace ITSM Applications application (sn-sow-itsm-cont), which includes multiple user roles, plugins, and store applications that help in fully utilizing the potential of Service Operations Workspace. Store applications for incident management are:
- Incident Management for Service Operations Workspace [sn_sow_inc]
- On Call Scheduling for Service Operations Workspace[sn_sow_on_call]
- Recommendations for Incident Management [sn_sow_incident_rf]
- Agent Client Collector for Investigation (sn_acc_adapter)
- Microsoft Endpoint Configuration Manager for Investigation (sn_mecm_adapter)
Refer here for more info.
Note: Recommendations will require a ITSM Pro. License.
25. What are the licensing requirements for using Incident Management features in SOW?
You can access the baseline incident management features with your ITSM Standard license. Advanced features like Investigation Framework, Remedial Actions, Recommendations and Escalations would need a ITSM Pro license.
26. How is an Incident populated in SOW?
An Incident can be created in ServiceNow via different channels such as the web application, self-service form, integrations, chat, inbound email, walk-up experience, and change. You can configure the incident form to capture relevant information regardless of the channel.
27. How do I configure the Incident form in SOW?
To configure the incident form, see Configure a task record form in Service Operations Workspace. You can configure this via Edit Incident form view in Now platform user interface.
28. Where can I configure prioritization look up rules?
Prioritization is an important aspect of logging an incident as this determines how the incident is handled by support groups and drives service level agreements. Priority is determined by impact (effect an incident has on business) and urgency (the extent to which the resolution of the incident can bear delay). To edit or update the priority calculation, see Define priority lookup rules.
In the UI Builder view you can configure this via: Priority lookup rules.
29. How do I configure fields to categorize an incident?
Incidents can be categorized either automatically by using the existing machine learning solution definitions or by an agent using the Service, CI, and Category fields of the incident. You can use the category and subcategory fields to categorize an incident. The CMDB (CI fields) such as Service, Service offering, and Configuration item can also be used to categorize an incident. For more information, see Predictive Intelligence for Incident Management.
30. Can Agents collaborate with their peers as well as requestors to resolve incidents?
As of the Utah release, collaboration using Microsoft Teams is available for Incident, Problem, Change, Request, and Interaction task records. Agents can easily view the history of a chat, initiate a new chat, or import existing messages directly into the workspace.
31. Is there a license requirement to use the Investigation Framework in SOW?
Yes, ITSM Pro is required to activate the Investigation Framework and see the investigation tab in your incident records in SOW.
32. What roles can benefit from Investigation Framework in SOW?
ServiceNow Admins, IT Service Desk Agents (L1, L2, L3)
33. What integrations are supported with Investigation Framework?
As of Utah release, Investigation supports integrations with ServiceNow ACC and Microsoft Endpoint Configuration Manager (MECM) to fetch and display relevant metrics in the context of the incident. The associated plugins would be:
- Service Operations Workspace Core
- Agent Client Collector for Investigation (sn_acc_adapter)
- Investigation Framework
- Metrics Collector Framework
- Microsoft Endpoint Configuration Manager
- Microsoft Endpoint Configuration Manager Spoke (sn_ms_epcfgmgr_spk)
- Microsoft Endpoint Configuration Manager for Investigation (sn_mecm_adapter)
Reference docs for ACC set-up. Requires ITSM Pro license.
Reference docs for MECM set-up.
34. What are some of the CI metrics visible on the Investigation tab?
The Investigation tab displays CI metrics information along with various options. Use the options and the metrics information to view the data which helps to resolve the CI related issues.
As of Utah release, the metrics data includes the following information:
- Overview
- System information
- Asset utilization
- Memory utilization
- Disk utilization
- CPU utilization
- Uptime
- Top processes by CPU
- Top processes by memory
- Logged in users
- Installed applications
Note: Most of the metrics are color-coded based on the threshold values. However, you can customize all these values, if required. For more detailed information on features see product docs.
35. What configuration is required for ACC to start getting metrics on a CI?
An ACC agent must be configured on a CI to support investigation for it. Check more information here.
36. What do I check if the ACC is not working?
- Verify the agent status from the Agents table (sn_agent_cmdb_ci_agent) for the respective agent.
- Open the agent record and check the logs using ‘Grab agent log’ UI related link.
37. What do I do if the ACC data collection is showing paused?
- Verify the agent’s ‘Data collection status’ from the Agents table (sn_agent_cmdb_ci_agent) for the respective agent.
- Contact admin to resume the data collection if it is paused.
38. How do I troubleshoot the MID server?
- MID server is not working.
- Open the MID server record for the respective CI and use the ‘Logs’, ‘MID Server Issues’ related list to troubleshoot why it is down.
- MID server is showing paused.
- Contact admin to resume the MID server if it is paused.
39. How do the remedial actions and playbooks work in incident management in SOW?
Remedial actions use playbooks to resolve CI issues. Playbooks provide you with an interactive UI to guide and execute the remedial actions step by step. With a playbook, you can control every execution step of the remediation process. Playbooks are available on the contextual side panel of the Incident record page. When any remedial action is performed, that remediation process is added to a playbook. Check more information here.
40. How can I enable Remedial actions in incident management in SOW?
These remedial actions are available on the Investigation tab only if the following conditions are met:
- The Investigation Framework [sn_invest_fwk] application is installed and configured. For more information, see, Setting up Investigation Framework in Service Operations Workspace, and Configure Remedial Actions Framework.
- All remedial actions are configured to display on the UI. For more information, see Customize the Investigation tab.
41. Which type of remedial actions are available on the Investigation Tab?
The Investigation tab includes the following types of remedial action to resolve CI-related issues as a OOB feature:
- End process
- Restart service
42. What plugins are needed to enable the Playbooks?
Playbooks are available only if both the Remedial Action Framework [com.snc.sn_reacf] application and the Investigation Framework [sn_invest_fwk] application are installed and configured. The remedial actions must also be triggered. For more information on playbooks, see Set up Playbook Experiences.
43. Which table supports escalation tracking feature OOB?
As of Utah release, Incident table supports escalation tracking feature in the out of the box installation.
Change Management in Service Operations Workspace
44. What is Change Management?
Change Management is the process of controlling and managing changes to an organization’s IT infrastructure, application services, and processes in a structured, systematic manner throughout the entire lifecycle of a change request. It involves planning, evaluating, authorizing, scheduling, and implementing changes in a way that minimizes disruptions to the business and ensures the stability and reliability of IT services.
The primary goal of Change Management is to introduce changes into the IT environment in a controlled manner, considering the potential impact on services, systems, processes, and people. It aims to strike a balance between the need for change and the need for stability, ensuring that changes are properly assessed, approved, communicated, and executed.
Refer to more details for Change Management in ITSM here.
45. Why do organizations need a Change Management process?
The rate of change for most organizations is increasing rapidly, particularly as organizations adopt more agile and DevOps practices, and thus the need for strong governance around changes is ever more apparent. Unplanned changes can lead to problems and, without the traceability or auditability to identify the cause of said problems, SLAs are breached, and business services/outcomes suffer. Therefore, organizations need a tightly managed and controlled approach toward managing changes in IT systems and services. ServiceNow’s Change Management capabilities can help establish standardized and efficient processes for managing changes, reduce the risks associated with changes, improve service quality and availability, minimize undesirable disruptions, and enhance the overall IT service management experience.
46. What is Change Management in SOW?
Change in SOW is an improved user experience for requestors and approvers to interact with change and get the benefits of the workspace next experience. Check out our product docs and product updates for more information.
47. Where can I lean more about implementing Change Management in SOW
You can find great information in the Adoption Playbook
48. How does Change Management in SOW differ from the UI16 Change Management experience?
In UI16, agents needed specific process knowledge to navigate their organizations change lifecycle in the list and form view. The change forms many organizations use can be quite complicated, with numerous fields to cover a variety of change scenarios all within a single form. Change in Service Operations Workspace offers a modern and user-friendly experience that is driven by the underlying state model for the change users are working on. Change form clutter is reduced through dynamic overview page that surfaces only relevant information in the change form based on the persona logging the change and where the change is in its lifecycle. This reduces the need for users to have specific process knowledge and focuses on the “job to be done” as users progress through the process.
Like UI16, change in SOW supports built-in risk assessments, schedule and conflict detection, automated change approval policies, change impact visualizations, and multi-model (fit-for-purpose) change.
Which roles benefit from our latest Change Management experience in SOW?
Knowledge Workers, Approvers, Change Managers and Reviewers/Auditors need a way to quickly view an overview of a change record in SOW that displays different jobs to be done based on the current state. The updated Change management in SOW reduces the need to switch to different views and load additional forms or lists.
49. What features are available for Change Management in SOW?
- Manage the E2E lifecycle of a change from within SOW.
- Easily associate CIs and required change tasks for a change request.
- Calculate Risk using risk intelligence or traditional risk assessments.
- Easily schedule conflict-free changes with the Change Scheduling Calendar
And many more… Check out our product updates for details.
50. What are some of the plugins and store applications I can download for Change Management in SOW?
To get started with Change management in SOW you need Service Operations Workspace ITSM Applications application (sn-sow-itsm-cont) installed which, includes user role, plugins, and ServiceNow Store applications. Store applications for change management are:
- Change Management for Service Operations Workspace [sn_sow_chg]
51. What are the licensing requirements for using Change Management features in SOW?
You can access the baseline E2E change management features with your ITSM Standard license. For advanced features like Risk Intelligence, you would need a ITSM Pro license.
52. How and where can I create a change request in Service Operations Workspace?
As a ITIL agent, you can create a change request from Service Operations Workspace’s landing page menu, any change list, from an open incident, interaction, or a problem. You can use a change request form to record information and track modification such as the reason for the change, type, priority, and risk. You can also create a change request in UI16 and can view it in SOW. Check out the detailed procedure here.
53. What work can I perform on a change request in SOW?
With the ITIL role, users can execute actions needed to manage and move forward a change request (e.g., updating change request status, canceling/deleting a change, creating an outage, creating a change task, refreshing impacted services, view relevant record information, attach relevant records, collaborate using the contextual side panel) from the change record page within SOW. Additionally, if a user prefers or requires use of the classic change experience they can transition to the classic user experience by clicking ‘Continue change request’ within the change record page in SOW.
For more detailed information on actions refer here.
Collaboration in Service Operations Workspace
54. What is Collaboration in Service Operations Workspace?
Introduced in Vancouver, Collaboration in Service Operations Workspace provides a way to communicate and collaborate in real time to resolve incidents. You can initiate a chat or make conference calls using a service provider to communicate with stakeholders.
Check out our product docs and release updates for more information.
55. How does Collaboration in SOW help organizations?
For agents that are working on any task/ticket/incident, they may want or need to connect with the right stakeholders. These stakeholders can either be the requestor or the SMEs. Generally, this is done outside of ServiceNow and requires the agent to continually shuffle between the ServiceNow instance and the third-party platform. Collaboration in SOW helps bridge that gap and enables chats and communication from within Service Operations Workspace and should improve overall efficiency.
56. What features are available for Collaboration in SOW?
Call, chat, and/or SMS with stakeholders from within SOW UI
Integrations with Twilio, Webex, Zoom, and Microsoft Teams for telephony, conference call, chat, and SMS
Manage (add, remove, mute, start, end, reinitiate) conference calls from SOW side panel
Note – what can be done differs slightly based on provider app
Recommend conference call participants based on incident context
View call details, including active and inactive participants
Open calls directly from service provider application, if desired
View, copy, and share meeting invite via links
57. Can I add additional participants into the call from within ServiceNow?
Yes, you can add participants from within SOW.
Is it possible to join multiple calls simultaneously?
Yes, to allow for agents to be able to speak to various stakeholders, this feature is enabled - however, it is advised to be on a single call to provide better support.
What can I check for the latest release updates for Collaboration?
Check out our product release updates article for more details.
58. What are some of the plugins and store applications I can download for Collaboration in SOW?
To get started with Collaboration in SOW you first need the Service Operations Workspace ITSM Applications application (sn-sow-itsm-cont) installed, which includes user roles, plugins, and ServiceNow Store applications. Additionally, for the service providers you’d like to integrate with the corresponding notify connector is required:
Microsoft Teams: Microsoft Teams Graph Spoke/Microsoft Teams Communications Spoke
Zoom: Zoom Spoke
Cisco Webex: Cisco Webex Meetings Spoke
Twilio: Twilio Spoke
59. Are there any limitations of using Collaboration in SOW?
Collaboration in SOW with Sidebar requires the Vancouver family release and version 3.0.0 of Service Operations Workspace ITSM Applications or later
60. What are the licensing requirements for using Collaboration in SOW?
You can access core Collaboration features with an ITSM Standard license. You will need additional licenses to third party integrations to be able to leverage specific connections.
61. What collaboration tool integrations are supported?
Initiate and manage conference calls for Zoom, MS Teams, and Webex.
Initiate and manage telephony calls with Twilio.
62. How do I integrate with a 3rd party collaboration tool?
Please see the links below:
63. What are my first troubleshooting steps for collaboration
- First thing to check if sidebar functionalities are not shown in the chat tab is if below plugin versions are installed.
- Omni Experience Standard feature set -> Aug 2023 release
- Service Operations Workspace ITSM Applications -> 3.0
- Family release -> Vancouver
- If only the chat section is not visible, a debug point can be added in SowCollabUtils script include, under canViewChats().
- Microsoft Teams chat functionalities will work only if Teams is configured. You can cross check with classic to see if start teams chat button is visible to troubleshoot.
Alert Management in Service Operations Workspace
64. What is an Alert?
An alert is an indication generated by the system when it detects unusual or abnormal behavior in an IT environment. These alerts are based on the analysis of various data sources, such as logs, metrics, and events, and are designed to draw attention to potential issues that may require investigation or action by IT operations teams. Alerts are generated based on events from the Agent Client Collector, from 3rd party tools using an out-of-the-box connector, from a Metric Intelligence anomaly, or from Health Log Analytics.
65. What is AIOps?
AIOps in ServiceNow refers to the integration of Artificial Intelligence (AI) and Machine Learning (ML) technologies into the ServiceNow platform's IT Operations Management (ITOM) and IT Service Management (ITSM) solutions. AIOps aims to enhance IT operations by automating routine tasks, providing actionable insights, and improving overall IT service delivery. By harnessing the power of AI and ML to analyze data, AIOps in ServiceNow empowers IT teams to predict issues, automate processes and remediation, and ultimately deliver more reliable and efficient IT services. AIOps supports IT teams in their journey toward a more proactive, intelligent, and responsive IT operations management.
66. What is Alert Management in SOW?
In Service Operations Workspace, you can work on an alert record without navigating out of the interface. You can maintain context while opening and working in several tabs and respond to alerts without leaving the form. In the Service Operations Workspace navigation pane, from the list of alerts sorted in order of smart priority, you can drill down to see key information relevant to the alert. For example, you can see the priority of the alert, key indicators, and a timeline together with information from other alerts that are part of the alert group. Check out our product docs for more information.
67. What are Alerts in SOW?
The Service Operations Workspace interface displays alerts and their details on a specific alert form. When clicking an alert in the alerts list, the Details tab of the selected alert appears and the issue that caused the alert (the identified issue) appears in the alert title. Only the sub tabs that are relevant to the alert appear on the resulting page. For example, the Alerts in Group option appears in the Related Records tab only for alert groups.
68. What is the AIOps Experience in SOW?
The AIOps Experience app is a transformative addition to the AIOps product in ServiceNow, revolutionizing the entire ITOM (IT Operations Management) Health user experience. This app introduces three powerful capabilities, namely the Express List, Integration Launchpad, and AIOps Dashboards within Service Operations Workspace. Each delivers unique value, but when combined, they elevate the AIOps user experience to a whole new level.
When used in tandem, the Express List, Integration Launchpad, and AIOps Dashboards create a unified, seamless, and efficient user experience. The revamped ITOM Health interface empowers IT teams to swiftly identify and resolve alerts, optimize performance, and enhance overall operational efficiency. By providing a consolidated platform for alert management, simplifying integrations, and offering data-rich dashboards, the AIOps Experience helps organizations achieve greater operational excellence and deliver exceptional IT services.
AIOps Experience is officially released in August 2023, as an add-on app on top of the Service Operations Workspace allowing you to manage the E2E alerts lifecycle in SOW. Check out our product docs for more information.
69. What is the Express List in SOW?
Service Operations Workspace Express List provides a live feed of alerts, serving as a centralized and consolidated platform that streamlines the entire alert management process. Express List enables users to efficiently triage, conduct root cause analysis (RCA), and remediate issues with unparalleled ease and speed.
At its core, the Express List is a dynamic and constantly updated list of alerts, ensuring that users always have access to the latest data and real-time insights. Gone are the days of manual refreshing and constantly switching between various screens; with the Express List, users can stay on top of their alert workflows and take immediate action without delay.
Key capabilities of Express List:
Dynamic filtering
Users can apply custom filters to the list, enabling them to focus on specific types of alerts based on priority, configuration items, impacted services, alert tags, or any other relevant criteria
Empowers users to prioritize their efforts, tackle critical issues first, and efficiently manage their workload
Perform remedial actions within the list view
Reduce the need to navigate through different interfaces to address alerts
Integrates with remedial action capabilities to accelerate alert resolution, minimize downtime, and enhance overall efficiency
Preview pane
Users can quickly access additional context and essential details about each alert without having to open a separate page
Provides a snapshot of the alert, enabling users to grasp the nature of the issue and make more informed decisions on how to proceed
70. What is Integrations Launchpad in SOW?
Integrations Launchpad simplifies the way you approach ITOM-Health integrations. With its intuitive interface and powerful features, it empowers you to streamline your operations, increase efficiency, and gain valuable insights from your IT infrastructure.
Integration Launchpad provides a new and enhanced experience for viewing, configuring, and managing all your available ITOM-Health integrations. With Integrations Launchpad, you can optimize the power of your IT Operations Management by managing the following key components: Event connectors, metric policies, and log data inputs.
71. What are the AIOps dashboards in SOW?
The AIOps dashboards provide a unified, modern experience for all AIOps-related dashboards as part of the Service Operations Workspace. It targets multiple ITOM personas with different needs: Admins, executives, and SMEs. The AIOps dashboards are built with ServiceNow Performance Analytics (PA) using reusable components (PA data visualizations) to allow customizations. All dashboards can be duplicated and edited.
72. What are the licensing requirements for using AIOps Experience features in SOW?
You can access the baseline AIOps Experience features with your ITOM Operator Pro license. Advanced features like Health Log Analytics, would need an ITOM Operator Enterprise license.
73. Is there any plugin I need to install to start using AIOps Experience in SOW?
To use the AIOps Experience app in SOW, you would need to install the Service Operations Workspace ITOM Apps store app, the AIOps Experience app, and the base ITOM plugins.
74. What role(s) is required for users to use Alert Management in SOW?
To use the AIOps Experience capabilities a user needs to own the evt_mgmt_operator role to view and act on alerts. Specifically for the Integrations Launchpad, a user needs to own the evt_mgmt_admin role.
i need to check box should be readonly in activity filter
