Quick Setup:
"Quickly setup and modernize your incident lifecycle process with Service Operations Workspace for ITSM"
Questions:
1. Ready to modernize your incident process but don't quite know how?
2. Do you feel like setting up a workspace to manage incidents is too much of a chore or burden?
3. Are you ready to establish a basic ServiceDesk but don’t know how or where to start?
4. Are you simply looking to move on from UI 16 to position your team and organization for maturity?
If you answered yes to any of the above then please look below as we have set out to demystify the setup of Service Operations Workspace for ITSM and get you up, running and positioned for success in a blink of an eye:
Steps 1 : Verify Pre-requisites to setting up SOW 5.0 or below
- > valid ITSM license (Standard, Pro, or Enterprise)
- > Release needs to be San Diego or above
- > An appetite to evolve and modernize
Setup: Setup Documentation
Install: Install Documentation
Key Configs: Key Configuration Documentation
Step 2 : Install the plugins:
- > Navigate to All > System Applications > All Available Applications > All.
- > Now you should see the Application Manager page where you can search for an available application/product/plugin
- > Type/Search Service Operations Workspace or by plugin name sn_sow_itsm_cont and select [Enter]
- > Click on the available for you tab and locate the Service Operations Workspace for ITSM card. It should look similar to the below:
- > Click the available card, when page loads select "Install"
- > ***If for some reason this does not work and you cannot locate the plugin card simply navigate to the Store app and request it there***
- > Wait for the install to complete…..please read 2 bullets bellow while waiting:
- > The install above will install several plugins and applications that will enable you to configure all key ITSM components for workspace such as such as Incident, Problem, change, on-call walkup etc…..etc.. Don't let that cloud you ambition and progress. Let's get incident setup! For more information you can keep the link below handy for reference when ready · Other plugins-Apps-capabilities Installed WIth Service Operations Workspace Plugin
- > Once your install is complete, "Congratulations" you now have a new modern workspace from which to start managing incidents. Before we do that let's configure just a couple of easy and cool settings to make things more consistent and uniform for your agents….lets go to step 3
Step 3 : Setup/Verify the Landing Page for Tier 1 Agents
- > For simplicity sake we are focused on the T1 Service Desk Agent setup.
- > By using OOTB (out of the box) Audiences (which are simply tailored pages and experiences based on persona), We need ensure that all Service Desk Tier one agents are part of the Group ‘Service Desk’ and that group has the role ‘sn_incident_write’ or the role ‘ITIL’. Behind the scenes that is using the SOW Service Desk Audience
- > As an Admin on your test instance navigate to ALL>Users>System Security>Groups
- > Service Desk is an OOTB Group. Search via *Service or arrow right until you see it. Click on it
- > Once inside the group click on the "Roles Tab" on the left, type itil in the collection box, once it appears, click once to highlight then move the itil role to the role list box using the right arrow. Click Save
- > Now select group member tab
- > Select Edit on the right
- > Add your members/users in the same manner in which you added the role and select Save
- > You now have a Team setup with a "default Landing Page". Have the Service Desk user(s) log off and back into ServiceNow and they will be directed to the new page.
Step 4: Explore the SOW Admin console
- > Navigate via All menu to Service Operations Workspace Admin center>Overview
- > The below provides a nice overview of several available configuration and setup. For the purposes of our quick setup goals we are going to look at the landing page options and updating an incident form
- > Let’s click on the landing page. Notice the various options available below to tweak and modify the look and feel based on persona. Don’t let this worry you because out of the box you are already setup with a default layout and set of settings to allow you to operate in the workspace. Let’s maintain the default status
- > Now let’s take a look at the record page on the left side just under the Landing page as seen in the screenshot above
- > Notice the many options available for configuring your incident record page. Simply click one of the configurations. In the sample below I am editing the “Details Record” . The first prompt you may see is an ask to try form builder. Simply select “Not Now” button. Once you are past that prompt select “Edit this record” in the upper left to continue editing the form page.
- > Select the options you want on your form from the available box on the left and move them to the right using the arrows.
- > Make sure the view name is the Service Operations Workspace and the section is “incident” (my example) or the section of the form you are trying to edit.
- > Select “save”
Congrats! You have edited a Service Operations Workspace Incident Form
Step 5: You are now ready to manage your first incident. It really is that simple.
- > Select Workspaces from the top menu then “Service Operations Workspace”
- > If you are an Admin you may not have much rendered for you quite yet but if using an agent persona you should see something like the below:
- > This is the default page for the service desk agent. All of the donuts are clickable and will render incident specific data based on your profile. The other option is to simply click the menu icon in the upper left under the house. This will provide a lists that you have visibility to based on your organizations product config and setup. Look for the incidents list and select the assigned to you option or the open list.
- > Select and incident from the menu and exercise your company’s internal process.
- > Use the Tabs along the top of the incident page to navigate the incident and provide pertinent updates and details. And “save” the record when complete!!!
Congratulations!! You are well on your way to moving the technology needle in your organization. Once mastered review the artifacts and links in this document to continue to further your goals and maturity.
