--- sourceDocument: Xanadu IT Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/xanadu/it-service-management Release : - xanadu ft:locale : - en-US ft:publication_title : - Xanadu IT Service Management ft:clusterId : - itsm bundleId : - itsm workflow : - Technology --- # Change Management in Service Operations Workspace # Change Management in Service Operations Workspace {#ariaid-title1} * Release version: Xanadu * * Updated August 1, 2024 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read When a change to your infrastructure or a business service is required, you can create a change request and track it in Service Operations Workspace. Figure 1. Change record in Service Operations Workspace ## Details tab {#change-sow__section_ans_3xv_5sb} This section displays the detailed information of a change request. For information about fields in this section, see [Create a change request in Service Operations Workspace](https://www.servicenow.com/docs/5TqEXplQQD_wl8ecPm~ONQ "Track modifications to a supported configuration item (CI). Use a change request form to record information such as the reason for the change, type, priority, and risk."). For information about how you can configure fields in this tab, see [Configure a task record form in Service Operations Workspace](https://www.servicenow.com/docs/oQBx7i14hBvVKDt_7N6VEw "Configure a task record form in Service Operations Workspace by modifying the form layout or related lists from the classic ServiceNow AI Platform user interface."). From the Compose section, you can add work notes for the change request. ## Change tasks tab {#change-sow__section_b3d_nzv_5sb} This section displays change tasks associated with the change request. For information about creating a change task, see [Create a change task in Service Operations Workspace](https://www.servicenow.com/docs/3QmjVt8MboUodtrqMbdPyg "When you need to engage another team or agent for help, create and assign change task. For example, there can be tasks to plan the change, implement the change, and test, and review the work."). ## Related records tab {#change-sow__section_uht_4zv_5sb} This section provides a list view of the records associated with the change request, for example, affected CIs and outages. You can add a record, create a record, or remove it from the change request. ## Contextual side panel {#change-sow__section_lmm_z1w_5sb} From this section, you can access the following information: * Record information for the change request. * Agent Assist and search for relevant records and perform the required actions. {#change-sow__ul_cbt_kzf_vsb} For information about Change Management, see [Change Management](https://www.servicenow.com/docs/AVmwvcUjH59rjHbrUZq1wA "The ServiceNow Change Management application provides a systematic approach to control the life cycle of all changes, facilitating beneficial changes to be made with minimum disruption to IT services."). * **[Create a change request in Service Operations Workspace](https://www.servicenow.com/docs/5TqEXplQQD_wl8ecPm~ONQ)** Track modifications to a supported configuration item (CI). Use a change request form to record information such as the reason for the change, type, priority, and risk. * **[Work on a change request in Service Operations Workspace](https://www.servicenow.com/docs/~5AuGkTrV_lhCwOqPEL4XA)** Modify a supported configuration item (CI) if required and close the change request. * **[Standard change catalog](https://www.servicenow.com/docs/hDZ_FBcT1DrLg_OoroV8dA)** Standard changes are pre-approved, low-risk changes with a proven history of success. The standard change catalog contains the changes that have been approved by the Change Management application as standard changes. * **[Create a change task in Service Operations Workspace](https://www.servicenow.com/docs/3QmjVt8MboUodtrqMbdPyg)** When you need to engage another team or agent for help, create and assign change task. For example, there can be tasks to plan the change, implement the change, and test, and review the work. * **[Work on a change task in Service Operations Workspace](https://www.servicenow.com/docs/S_PTMbSd2tPFcrJFyDzj3A)** Complete the change task that in turn helps in resolving the associated change. **Related concepts** * [Incident Management in Service Operations Workspace](https://www.servicenow.com/docs/Ei4fsbo04US_ws~BwzLR_Q "You can create and manage your incidents in Service Operations Workspace.") * [Interaction Management in Service Operations Workspace](https://www.servicenow.com/docs/UvVoPkjfhJeOcJE3SIs6dA "Interactions are a centralized location for all communication channels in Service Operations Workspace. You can respond to an incoming chat, phone, walk-up, or messaging interactions faster.") * [Knowledge Management in Service Operations Workspace](https://www.servicenow.com/docs/DvVhkgUr8O6tfLO0fubTUg "Knowledge articles provide agents with information such as self-help, troubleshooting, and task resolution.") * [On-Call Scheduling in Service Operations Workspace](https://www.servicenow.com/docs/l3MZ_O9~BDP58pEkxvcCgw "Use On-Call Scheduling in Service Operations Workspace to view and manage your shifts and schedules.") * [Problem Management in Service Operations Workspace](https://www.servicenow.com/docs/SrylBwAqoEGCIxAi83G_Bw "When you have recurring incidents or a major incident, you can create a problem to identify the root cause of the incidents and help prevent them from happening again. Use Service Operations Workspace to manage problems through their life cycle, share workarounds or fixes with related incidents, and create known error articles to help deflect incidents.") * [Recommendation Framework in Service Operations Workspace](https://www.servicenow.com/docs/6LP9Z0CfdenciMzpMJEReQ "An agent can view dynamic and contextual recommendations and perform a relevant action.") * [Recommended Actions for ITSM in Service Operations Workspace](https://www.servicenow.com/docs/n1G409WkUFACHoCrsMnzSQ "Get guidance-based or field-level recommendations for records in Service Operations Workspace.") * [Request Management in Service Operations Workspace](https://www.servicenow.com/docs/8HEcWE0gceO6e89zlv~7Dg "Service Operations Workspace for Request Management integrates the platform functionality for tier 1 agents into a multi-tab interface that helps agents efficiently manage multiple incidents, catalog requests, and catalog tasks.") * [ServiceNow integrations with Microsoft Teams in Service Operations Workspace](https://www.servicenow.com/docs/mPKXo6IhFfQ9OUMaLbfqpQ "You can create a connected experience for users in Service Operations Workspace through ServiceNow integrations with Microsoft Teams.") * [Service Level Management in Service Operations Workspace](https://www.servicenow.com/docs/IK8t9dVY2Sj_M6OKmjvf3A#slm-sow "You can access the service level agreement (SLA) information for an incident on the Service Operations Workspace landing page and incident record page.") * [Walk-up Experience management in Service Operations Workspace](https://www.servicenow.com/docs/lYqvEN7c9lML7wPFSeSdhg "Manage your Walk-up interactions and queues in Service Operations Workspace.") * [Workforce Optimization for ITSM in the Service Operations Workspace](https://www.servicenow.com/docs/3Ex9jutnZzX4fFWD3SpzYg "Manage your schedule using Workforce Optimization for ITSM Scheduling in Service Operations Workspace. Use Coaching to review and complete assigned training.") * [Collaboration in Service Operations Workspace](https://www.servicenow.com/docs/AVXXM2x9Ro67YYqxkpHXNA "Collaboration services provide a way to communicate and collaborate in real time to resolve the incidents. You can initiate a chat or make conference calls using a service provider to communicate with stakeholders.") * [Computer Telephony Integration in Service Operations Workspace](https://www.servicenow.com/docs/SO7xhAyL1sSknyxeS2W6ug "Service Operations Workspace provides an agent (with the sn_openframe_user role) to receive inbound calls and place outbound calls using the Computer Telephony Integration (CTI) interface.") * [Live Agent chat in Service Operations Workspace](https://www.servicenow.com/docs/FWVedkB82K3cp1kcxnvmPQ "Service Operations Workspace enables agents to work on any incident created using Live Agent chat.") * [Using Universal Request in Service Operations Workspace](https://www.servicenow.com/docs/b7IXIVxRBs7ba4sXSZhKlg "The Universal Request is a task that a requester creates from any of the sources that include: Agent Workspace, Service Operations Workspace, or using a Virtual Agent chat.") * [Using Universal Task in Service Operations Workspace](https://www.servicenow.com/docs/4Xy3T7oxseoZ2txZJu9f_w "Agents can use the Universal Task application to create tasks for employees and to manage the request resolution.") * [Resetting password using Service-desk assisted Password Reset in Service Operations Workspace](https://www.servicenow.com/docs/IjE~gel2HEeqgmj4YeQeWg "The Password Reset for Service Operations Workspace application enforces strong and secure passwords by enabling end users to reset or change their passwords by requesting the service desk agent.") **Related tasks** * [Add a user-specific quick link on the ITSM landing page](https://www.servicenow.com/docs/IBSAMtvrxcKEhrpDVjlASw "Refer to a URL quickly from the Service Operations Workspace landing page.") * [Create a list in Service Operations Workspace](https://www.servicenow.com/docs/n9ZICT_7tLWuNBQUlgiZFA "Create a list or use an existing list to create a list.") * [View and approve records in Service Operations Workspace](https://www.servicenow.com/docs/5s8tDxGAdc3sKXqTrGYJQw "Access the My Approvals in SOW to manage the approval requests for change, request, catalog task, and requested item.")