Is it recommended to use service operation workspace for service desk?

[NaBian]

Hi Team

I am new to service now and i would like to know if it is recommended to adpot service operation workspace for service desk team as we are currently working with the classis views. How long it will take to configure and provide training for the team, anyone had exprience could please share some feedback?

[Bhuvan · Accepted solution]

@NaBian 

Yes, Workspaces are here to stay and recommendation is to migrate from classic UI to Workspace as it can simplify the way Service Desk team operates. Migrating from classic UI to Workspace from user experience perspective is natural progression and would recommend knowledge sessions and trainings for the Service Desk team.

Refer this detailed guide for migration from Classic UI to Workspaces,

https://www.servicenow.com/community/next-experience-articles/basic-overview-on-migrating-to-a-confi...

Below video is insightful if you are looking to implement workspaces,

https://www.youtube.com/watch?v=sOQzachwvCc

When you have finalized the decision to migrate to Workspaces, give enough time to prepare the team and get them familiarized with the changes. Document the changes, prepare a FAQ and Operations guide and make sure teams playing different roles in classic UI understands the differences in navigation and functionality.

Workspaces are more mature compared to few years back and consolidates useful information from multiple tables into single pane of view and over a period of time, change would be beneficial to the team members. Please note, not all classic UI customizations are supported in workspaces.

Make sure you have a strong development team if you plan to create custom workspaces as best practices need to be followed to make sure workspaces are configured correctly and is not impacting overall performance of the system. If you are looking to use out  of box workspaces, risks are minimal but still you need a strong team to support the migration.

If this helped to answer your query, please mark it helpful & accept the solution.

Thanks,

Bhuvan

[Bhuvan]

@NaBian 

Did you get a chance to review this ?

If my response helped to answer your query, please mark it helpful & accept the solution.

Thanks,

Bhuvan

[Lynda1]

When we implemented live chat, we had to have the team use the Service Operations Workspace aka SOW to accept the chat.

We implemented out of the box SOW for the chat portion. The team still worked on requests and incidents in SOW. We are working on getting the team to use SOW for requests and incidents. The Out of box configuration covers several requirements. Because of that, the configuration does not take too much time.

We are starting with the OOB configuration with some minor additions to the page to meet our requirements. Going to take the "Agile" approach talking the team into using the workspace instead of classic view.

The team will let me know what is missing, I will figure out how to add the missing parts and in some cases educate the team where the parts are.

It is basically, let the team know it is there, show them the coolness and ride the wild river with them.