Service Operations Workspace (SOW) is a modern, multi-threaded user experience meant to bring together the primary applications and data sources that your Service Desk Agents and resolver groups (Tiers 2 and 3) need to support, maintain and deliver IT services to your business. It is the starting point for a transformative, Service Operations practice with transparency, data collation and decision-making power to drive optimal service for your business. We have an Admin Center experience now to assist with simpler implementation and faster time to value. The following also provides you an overview of the use cases and functionality you can achieve at each step of the journey.
As shown, you’re able to achieve many of the capabilities of SOW at the first and second maturity levels, without committing to a long, complex implementation project. You can start in parallel with UI16 and with pilot groups, or however you want to drive the change. When you’re ready, you can expand your usage and proceed to the next level, building on the value realized in the first. To help facilitate this journey, we’ve created an Adoption Playbook for SOW. This guide walks you through the overall adoption journey and provides prescriptive guidance on how to progress from one maturity level to the next.
Stay tuned for further updates and additional details in coming months, along with a greater focus on the value and benefits you can achieve.
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