Exploring Service Operations Workspace for ITSM

Release version: Brazil
Updated September 10, 2026
4 minutes to read
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Summary of Exploring Service Operations Workspace for ITSM

Service Operations Workspace for ITSM offers a configurable, unified interface enabling IT service agents to manage incidents, alerts, requests, and tasks efficiently within a single platform. It supports various IT Service Management and IT Operations Management workflows to streamline service issue investigation and resolution.

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Access and User Roles

Access to the workspace is role-based, tailored to different user types:

  • Tier 1 agents: Focus on interactions, incidents, and requests, equipped with itil or snsow.sowhome roles.
  • Tier 2 agents: Handle incidents, requests, changes, problems, and major incidents, primarily with itil role.
  • Administrators: Responsible for setup and configuration of the workspace.

Key Features and Benefits

  • Tailored landing pages: Provide prioritized views of outages, announcements, and assignments for Tier 1 and Tier 2 agents.
  • Incident management: Agents access contextual information and targeted actions, supported by Agent Client Collector (ACC) metrics to expedite resolution.
  • Recommended Actions: Utilize knowledge articles and similar incident data to accelerate troubleshooting.
  • On-call scheduling: Manage support team availability with schedules, rotations, and escalation policies.
  • Collaboration: Integration with Microsoft Teams enables communication with requesters and peers directly from tasks.
  • Request management: Full lifecycle handling of requests from incidents and interactions.
  • Walk-up experience management: Manage appointments, stockrooms, and service kiosks for in-person service needs.
  • Guided setup and tours: Administrators and agents receive step-by-step guidance for configuration and use of the workspace.
  • Integration with ITOM: Provides a unified platform for service and operations management.

Agent Workflow

Agents begin their day reviewing assignments, outages, and announcements to prioritize work effectively. They can create incidents, leverage related incident data and recommendations to resolve issues faster, collaborate with experts on-call, and initiate change requests as needed—all within the workspace.

Implementation Guidance

Administrators can use the guided setup feature to configure Service Operations Workspace for ITSM efficiently. Guided tours assist agents in learning workspace capabilities interactively, with a reminder to update tours if UI customizations occur.

Next Steps for ServiceNow Customers

  • Explore configuring and operating Service Operations Workspace for ITSM to maximize agent productivity.
  • Utilize recommended actions and on-call scheduling to improve incident resolution speed and support availability.
  • Leverage Microsoft Teams integration to enhance collaboration within service tasks.
  • Consider integrating with ITOM for a comprehensive service and operations management experience.

Service Operations Workspace provides agents with a unified view of incidents, alerts, and tasks so they can investigate and resolve service issues from a single interface.

Service Operations Workspace for ITSM overview

Service Operations Workspace for ITSM is a configurable workspace that provides a unified experience for multiple IT Service Management and IT Operations Management workflows. Configure your agent experience using the easy-to-navigate interface of Service Operations Workspace for ITSM.

Accessing Service Operations Workspace for ITSM

For information about accessing Service Operations Workspace for ITSM, see Access Service Operations Workspace for ITSM.

Service Operations Workspace for ITSM users

User Description
Tier 1 agent User who has the itil or sn_sow.sow_home role and belongs to a service desk group.
Primarily focused on the life cycle of the following records:
  • Interaction
  • Incident
  • Request
Tier 2 agent User with the itil role.
Primarily focused on the life cycle of the following records:
  • Incident
  • Request
  • Change
  • Problem
  • Major incident
Administrator User who implements and sets up Service Operations Workspace for ITSM.

Service Operations Workspace for ITSM benefits

Benefit Feature Users
Tailored landing page for tier 1 and tier 2 agents. It provides an overview of outages, service announcements, and assignments to efficiently prioritize the work. Tier 1 agents can view and manage their performance and learning tasks assigned by their manager.  Service Operations Workspace for ITSM landing page Tier 1 and Tier 2 agents
Agents can manage incidents effectively with contextual information and targeted actions. Streamline investigations and accelerate incident resolution with the metrics data collected from Agent Client Collector (ACC). Incident Management in Service Operations Workspace Tier 1 and Tier 2 agents
Agents can use information from similar incidents and knowledge articles to accelerate incident resolution. Recommended Actions for ITSM in Service Operations Workspace Tier 1 and Tier 2 agents
Agents can reach out to experts on-call for high-priority tasks.  On-Call Scheduling in Service Operations Workspace Tier 1 and Tier 2 agents
Agents can collaborate with the requester and peers from the task using Microsoft Teams chat.  ServiceNow integrations with Microsoft Teams in Service Operations Workspace Tier 1 and Tier 2 agents
 Agents can create requests from incidents and interactions. Agents can also manage the entire life cycle of requests.  Request Management in Service Operations Workspace Tier 1 and Tier 2 agents
Agents and administrators can review and manage walk-up interactions, appointments, stockrooms, and kiosks at the walk-up service location.   Walk-up Experience management in Service Operations Workspace Tier 1 and Tier 2 agents
All logged-in users can view key features to get started with Service Operations Workspace for ITSM. Service Operations Workspace for ITSM landing page Tier 1 and Tier 2 agents
Administrators can have a guided experience for initial configuration of Service Operations Workspace for ITSM. Using guided setup Administrator
Agents can have a unified experience for services and operations on a single platform by integrating with Service Operations Workspace for ITOM. Automating and optimizing your services and operations using Service Operations Workspace Tier 1 agent, Tier 2 agent, and IT operator

For information about key features in Service Operations Workspace for ITOM, see Exploring Service Operations Workspace for ITOM.

Service Operations Workspace for ITSM workflow for an agent

SOW workflow

  • An agent can start the day by looking at an overview of assignments, outages, service announcements, and assignments in Service Operations Workspace to prioritize work based on service level agreements (SLAs), priority level, and urgency​.
  • The agent can create an incident based on the issue reported. Since the agent has access to related incidents and recent interactions, better and faster support can be provided. Agent also has access to all related information from the incident record page.
  • The agent can resolve the incident faster by using tailored recommendations.
  • The agent can reach out to experts on-call for high-priority tasks.​
  • The agent can collaborate easily with the requester and peers right from the task.
  • The agent can create a change request to fix the issue.

Using guided tours to learn about Service Operations Workspace for ITSM

Use a guided tour that is sequence of interactive steps to guide an agent through a specific process or task within Service Operations Workspace for ITSM. To access guided tours, select the Show help icon in the navigation bar and scroll down to find the Take a Tour or Select a Tour option. For more information about playing a guided tour, see Play a guided tour in Service Operations Workspace.

Important:
  • A guided tour might break if you customize any of its associated UI elements in your instance, so ensure that you update your guided tours as well accordingly. For information on how to update guided tours, see Edit Guided Tours.
  • The Take a Tour or Select a Tour option is available only when a guided tour is available for that UI page.

Using guided setup to implement Service Operations Workspace for ITSM

Service Operations Workspace for ITSM guided setup provides a sequence of tasks that help an administrator configure Service Operations Workspace for ITSM on your ServiceNow instance. To open Service Operations Workspace for ITSM guided setup, navigate to All > Adoption Services > Guided Setup. For more information about using the guided setup interface, see Using guided setup.

What to explore next

To learn more about configuring and using Service Operations Workspace for ITSM, see:
  • Configuring Service Operations Workspace for ITSM
  • Operating IT services in your organization
  • Managing IT services in your organization
  • Optimizing IT services in your organization