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What's new in Vancouver release for Service Operations Workspace?
With the Vancouver Release, we've introduced multiple enhancements for Service Operations Workspace that enhance the ServiceNow experience for our agents and operators.
Embedded Collaboration Experience within SOW
Embedded collaboration from within SOW using Notify
We have added the ability for Agents, Responders, and SMEs who spend a lot of time collaborating and communicating on tasks such as incidents, requests, and changes using tools like Slack, MS Teams, and Zoom from outside of the SN platform. Customers can now start a conference call, chat and/or send an SMS using the sidebar, Zoom, WebEx, Twilio or Microsoft Teams from within the SN dashboard.
Embedded collaboration from within SOW - Sidebar Chat Functionality
Introduced sidebar chat for agents to communicate with other requestors, agents, and SMEs without leaving SOW. This allows for conversation and collaboration between relevant stakeholders, which will expedite troubleshooting. This feature allows you to chat via the sidebar or initiate a teams chat with the stakeholder from the sidebar through MS Teams Integration.
Admin Onboarding Experience within SOW
Simplified SOW Admin onboarding experience
We've introduced a new Service Operations Workspace Admin console that provides a simple UI to guide ServiceNow admins in the initial set-up of SOW by offering configuration via scripts and tables that aid in customization of Landing Page, Record Page, and Redirection for agents.
Recommended Actions powered by Task Intelligence in SOW
Curated Recommended Actions for Agents
New 'Recommended Actions' surfaces within our new Task Intelligence Admin Console and helps facilitate a ServiceNow Admin's fine tuning of ML models, without the need for deep knowledge. This replaces 'Recommendation Framework' to power ML and non-ML based recommendations.
‘Recommended Actions’ functionality:
- ML-based Field recommendations (e.g., service, configuration item, Assignment group for an incident form
- Populate ‘Recommended Actions’ side panel options (e.g., linking to similar incidents/change/problem and only ML-based such as surfacing relevant KB articles, proposal for major incident, link to parent incident, similar open/closed incidents)
Investigation with support for Remedial Actions (Q2 release)
Remedial Actions Framework
Configurable and extensible Remedial Actions Framework that enables admins to create 'Remedial Actions' that incident responders can leverage in the context of an incident investigation. These actions can be executed directly on the CI directly from the Investigation Tab.
Note: This is part of the Investigation Framework (ITSM Professional).
Computer Telephone Integration (CTI) & Contact Dial-out (Q2 release)
Added support for CTI in contact card
Introducing the classic UI CTI functionality into Service Operations Workspace, enabling agents to connect with requestors, other agents or SMEs over the phone in SOW, with the ability to call out from contact cards within an incident, change, and on-call escalation flows.
Dynamic Translation within SOW (Q2)
Support for Dynamic Translation
With the Q2 release, enabling Dynamic Translation is possible within SOW form views and agent chat.
Note: Requires ITSM Professional and translation service (e.g. Microsoft Translator) licenses.
Quick Links
Service Operations Workspace in ITSM Release Notes
ServiceNow Store application release notes
Service Operations Workspace Product Documentation
What's new in Utah release for Service Operations Workspace?
With the Utah Release, we've introduced multiple enhancements for Service Operations Workspace that enhance the ServiceNow experience for our agents and operators.
Modern Change Management in SOW
Change Management in SOW
We are bringing one of ITSM's most used capabilities, change management, into the Service Operations Workspace experience. This not only modernizes, but also accelerates change management with an elevated, data-driven experience.
Dynamic Overview Pages for SOW Change
To complete the change lifecycle introduced in SOW we provide knowledge workers with a modern change experience that is simple, intuitive, and driven by underlying state model.
- For each change state, a context aware page will be dynamically rendered so the KW has a single-pane-of-glass that shows jobs to be done based on current state
- The following states will be supported; New, Assess, Authorize, Scheduled, Implement, Review and Close. It will also support legacy or custom state models. The corresponding pages will be aligned to "jobs to be done” by state
Enhanced Incident Investigation in SOW
Microsoft Endpoint Configuration Manager for Investigation in SOW
We have introduced a new adapter to facilitate incident investigation through retrieving relevant metrics and data using Microsoft Endpoint Configuration Manager (MECM) and viewing it in the context of an incident.
- Endpoint data feeds into Investigate tab, providing the agent info on what's happening with an endpoint, along with potential remediation suggestions.
- View metrics relevant to the incident and CI in the context of the incident for Investigation
- Visibility for when metrics exceed pre-set warning and critical threshold levels
Note: This is part of the Investigation Framework (ITSM Professional) and will require the IntegrationHub Spoke for Microsoft Endpoint Configuration Manager.
Incident Investigation Metrics from ServiceNow ACC
Manage your incidents effectively with contextual information and targeted actions.
- Added system information for ACC from ‘msinfo32’ and ‘dsregcmd’ commands as well as new ‘installed applications section’
- Additional system information to aid agents in the incident investigation process
Workforce Optimization in SOW
Workforce Optimization Integration
This integration with SOW will serve as one centralized location for users to view recommended course items, learning paths, and learning libraries to hone skills. It provides ability:
- To help resolve current work items faster, to show most popular learning and what learning my team is taking
- For agents/ employees to access course item pages/learning path page/ learning library pages, and search and assign learning objects. These learning tasks can be shared and viewed with team leaders on WFO Manager workspace
- To show learning based on highest demanded skills (based on the work item demand and skill coverage logic in the coaching module)
- To upskill and become an expert (e.g., move from SAP basic to SAP proficient to SAP expert)
- To identify what skills are missing on teams based on demand and recommend learning fill gaps
- To self-assign learning from the recommendations and collapse recommendation sections
On-Call Scheduling in SOW
View on-call escalation tracking in SOW
In Utah, we aim to continue to introduce features that allow you to manage your schedules and escalations as seamlessly as possible.
- Provide capabilities to search for an on-call schedule and view on-call roster and escalation details within SOW
- New ‘On-Call Escalations’ tab added to contextual sidebar of record page, which allows users to view the real-time summary of live escalation and past escalations.
Expert on-call enhancements in SOW
Allows user to quickly drill down into expert's contact details and initiate an MS teams chat directly from their contact card.
Interaction Management in SOW
Interaction management enhancements in SOW
Quickly view contact information and start an MS Teams chat with the requestor. Ease of use and improvement in SOW based on IDEA portal and customer feedback.
Quick Links
Service Operations Workspace in ITSM Release Notes
ServiceNow Store application release notes
Service Operations Workspace Product Documentation
What's new in the Tokyo release for Service Operations Workspace?
With the Tokyo Release, available since September 2022, we've introduced multiple enhancements for Service Operations Workspace that enhance the ServiceNow experience for our agents and operators. Some features are included with the family release, and some are introduced via the ServiceNow Store.
Improved Incident Investigation in SOW
Build situational awareness by bringing in asset and metrics-related data to expedite and streamline incident investigation. Provide tier 2/3 agents with contextual data and logs from ServiceNow ACC.
On-Call Recommendations in SOW
Surface expert on-call recommendations based on configuration items and services associated with an incident.
Enhanced Interaction Management in SOW
Reduce agents' inbox interaction request queues by enabling automatic assignment of interactions using (AWA) assignment rules.
Interactions in SOW
Collaborate leveraging the Microsoft Teams integration from an interaction made available for all types of interactions, for example, chat, phone, or walk-up.
AI Search in SOW
Leverage AI Search from SOW to quickly find the required search results using intelligent query features.
SOW Guided Set-up
Guided setup to step through the initial configuration of Service Operations Workspace for Admins. Provides a sequence of tasks to help admins configure SOW and assist with planning the roll-out of the workspace and performing basic configurations to go-live.
Quick Links
Service Operations Workspace in ITSM Release Notes
ServiceNow Store application release notes
Service Operations Workspace Product Documentation
