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an hour ago - edited 58m ago
Live On ServiceNow: Service Operations Workspace Academy Series
Are you ready to take your Service Operations Workspace (SOW) skills to the next level? The SOW Academy Series is designed to showcase best practices for configuring SOW features, helping you streamline implementation and drive adoption across your organization. Whether you're an Admin, Implementer, or Process Owner, these sessions are designed to empower you to enhance user efficiency and streamline workflows.
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Getting Started with SOW |
Key topics addressed in the session include the essential plugins necessary for SOW, an overview of the various user roles and their corresponding access levels, and the impact of audience segmentation on the visibility of landing pages and features. Attendees will receive practical guidance on configuring incident forms, utilizing the Admin Center and dashboards effectively. |
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A holistic approach to a SOW transition
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This session focuses on helping customers and partners transition to and maximise the value of Service Operations Workspace (SOW). It covers the benefits of moving to SOW—such as increased productivity, process efficiency, persona-specific experiences, and improved collaboration—while emphasising the importance of organisational change management (OCM) to ensure smooth adoption. It also showcases IT Change Management features within SOW, and provides real-world demos. | |
| Streamline Support in SOW | This session empowers end users to streamline support and operations within the Service Operations Workspace (SOW). It covers essential features such as Agent Chat, Advanced Work Assignment (AWA), and Playbooks, explaining how these tools guide agents through complex processes, automate work assignment based on skills and availability, and digitise workflows for improved efficiency. | |
| Configuring Recommended Actions with AI Search & Now Assist |
The session covers a data-driven approach to AI search, installing recommended actions, and enhancing them with Now Assist. |
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| SOW with Service Reliability Management | This Session delves into and has Demos of Service Reliability Management (SRM) and its integration with Service Operations Workspace (SOW). Highlighting the collaboration between IT Service Management (ITSM) and IT Operations Management (ITOM) to enhance service reliability and streamline operations. Key topics include the importance of Site Reliability Engineering (SRE), the capabilities and use cases of SRM, and the vision for distributed, team-based ownership of service reliability. | Coming Soon! |
| December Session Coming Soon! | December Session Coming Soon! | December Session Coming Soon! |
