Recordings: 2024 Q3 Launch & Learn series 2 for Service Operations Workspace (SOW) for ITSM

[JimW-SN]

In this video series, ServiceNow product experts share the vision for Service Operations Workspace (SOW) for ITSM, and the extended ITSM persona's.

It will introduce you to the capabilities that can be used by multiple different user persona's:

• Major Incident Manager
• Problem Managers
• Change & CAB Managers
• System Administrators

Using these videos are designed to help adoption of SOW whether you are new to the platform, or an existing customer migrating from Agent Workspace or the Core/Classic UI. They share the features and functions available and showcase how to use these rich capabilities to achieve the greatest value.

Session No.	Name	Description
1	Introduction to Service Operations Workspace (SOW) for the extended ITSM Personas	Review of Service Desk Agent Persona from Series 1 Introducing the Password reset function and Agent Workspace Migration Utility Define the extended ITSM Persona's
2	Major Incident Management in SOW	Define the Major Incident Management (MIM) Persona's Demonstrate MIM in SOW
3	Problem Management in SOW	Define the Problem Management Persona's Show how problems can be raised, investigated, and managed within SOW
4	Configuring Modern Change Management in SOW	Define Modern Change Management. SOW configuration of Change Management for SOW using Admin Center
5	Adopting Change Models & Policies (in SOW)	Define Modern Change persona's Demonstrate how changes can be raised and managed to completion within SOW, leveraging the benefits of modernized change
6	Admin Persona for SOW	Configuring SOW Managing variants, audiences, Landing Pages Configuration vs. Customization and UI Builder

For more information on adopting modern change management, you can review their Launch & Learn series which can be found here.

You can also view our original Launch & Learn series on using SOW relating to the Service Desk /Tier 1 persona here. 

Please use the comments below to let us know what else you would like to see.