Should the landingpage in SOW contain all your work or just incidents and catalog tasks as OOTB

[Johan van den H]

Our ITSM teams are currently using the old "listview" to process their work.

The ITSM teams are all using the same "Daily Team Operations" dashboard (see screenshot below) which gives them an overview of all work assigned to them.

We want to move to using Service Operations Workspace as a default dashboard/landing page and have our ITSM teams see their work from there.

However, in the OOTB version of Service Operations Workspace only Incidents and Catalog Tasks are being displayed as "donuts" under "Your work" and "Your team's work".
Adding additional "donuts" for Changes and Knowledge tasks seems to be possible but that results in deviation from the OOTB standard which can lead to issues when the OOTB standard will be updated in the future.

Are we being "special" for wanting one dashboard for all our ITSM staff?

Is it possible to divide our staff into Tier1 and Tier2 and have customised landing pages for each group?
(Splitting our staff would not be ideal as we have people who are working both on incidents, tasks and also on knowledge tasks and changes)

How are other companies using ServiceNow for ITSM support handling this issue?

Does ServiceNow provide a "best practice" for using Service Operations Workspace?

[Kim27]

Hi Johan, we are having the same discussion. The OOB widgets don't work well for our engineering teams and we were considering making separate workspaces for them. I would also appreciate understanding how others are using SOW, if they have different workspaces for different teams, and what they do to make the homepage valuable for all teams. 

[RussLaPlante]

Same. Our developers would like to see their work on this dashboard and not a separate one. I's also like to see a best practice and what other businesses have done that's worked well.

[Johan van den H]

In the new 6.1.3 version of the Service Operations Workspace ITSM Applications plugin adding additional "donuts" for Changes and Knowledge tasks is now possible without deviation from the OOTB standard!

The "donuts" that are shown on the SOW screen are a Platform Analytics dashboard (called Overview) which can be edited or replaced by another Platform Analytics dashboard.
And since the 6.1.0 version the "donuts" are now scaling properly, so it is now possible to show more than 4 "donuts" on a row and adding a second row is now possible too.

As too many items only make the dashboard less easy to read, we are now making up our minds on which "donuts" we want to display in the SOW landing page.

[Johan van den H]

We have created a landing page in SOW to replace the old dashboard displayed earlier in this thread.
It is still not perfect but we are improving step-by-step.
Feedback is welcome.