--- sourceDocument: Zurich IT Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/it-service-management Release : - zurich ft:locale : - en-US ft:publication_title : - Zurich IT Service Management ft:clusterId : - itsm bundleId : - itsm workflow : - Technology --- # Service Operations Workspace - Learning # Service Operations Workspace - Learning {#ariaid-title1} Release version: Zurich Updated July 31, 2025 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Service Operations Workspace - Learning Service Operations Workspace Learning enables agents to review, enroll in, and complete learning courses and paths tailored to their roles. It provides personalized course recommendations and helps agents build their skill sets by tracking completed learning activities. Show full answer Show less ## Overview Tab * **My active learning:** View assigned or self-enrolled learning tasks sorted by due date, with progress and duration details. * **Completed learning tasks in the last 90 days:** Track recently finished courses and learning paths. * **My skills:** Analyze current skill sets and recently used skills. * **You may like:** Receive personalized course recommendations based on individual or team activities and trending content. ## Discover Tab This tab allows browsing and filtering the course catalog to find relevant learning paths or courses. It displays important details such as completion time and skills gained. Personalized recommendations are offered based on past activities and team trends. Users can select and enroll in courses directly from this tab. ## My Learning Tab * Track pending courses or paths with due dates and sort them accordingly. * Filter to view assigned, enrolled, or completed courses. * Participate in surveys linked to group memberships and review skills to add to skill sets. ## Learning Path and Course Discovery Agents can discover and take courses or learning paths that fit their interests and development needs. Predictive Intelligence enhances this experience by recommending learning content based on past activities. Use Service Operations Workspace Learning to review learning courses and paths and complete them. As an agent, you can get recommendations on courses or paths that you may want to take, complete learning paths and courses, and add skills to your skills set when you complete them. ## Overview tab {#itsm-sow-coaching__section_pw5_zzn_lvb} Use the Overview tab to view your active or completed learning tasks, skills you've used recently, and recommendations based on your past activities.{#itsm-sow-coaching__table_mnm_ny1_mvb__entry__2} | Section | Description | |-|-| | My active learning | View the learning tasks, which could include learning paths and courses. * These include the ones that your manager has assigned to you and the ones you chose to self-enroll. * They're sorted by the due date and display the duration to complete the task and the completion progress. * You can select View all active learning to view all of your active tasks. {#itsm-sow-coaching__ul_kzc_sy1_mvb} | | Completed learning tasks in the last 90 days | Monitor the status of enrolled learning paths and courses that you've completed in the last 90 days. | | My skills | Analyze how many skills that you have in your skills set at a given time including the skills you've recently used. | | You may like | See recommendations that you may like based on your past activities or your teams' activities, what's trending, and courses that were added recently to your library. | [ ] {#itsm-sow-coaching__table_mnm_ny1_mvb} ## Discover tab {#itsm-sow-coaching__section_jqh_b14_lvb} Use the Discover tab to: * Browse the course catalog or filter them based on set criteria narrow down the display of them to what's relevant to you. * Analyze details for a course and path such as the time that it takes to complete them, or the skills you have gained recently. * Get learning recommended to you based on your past activities or the activities of your teams to which you belong. The content is grouped into different categories. For more information, see [Recommendation grouping](https://www.servicenow.com/docs/m9oZ_P~tnPjYUVA5YilVhA "Workforce Optimization for ITSM installs the roles and tables when you enable the Workforce Optimization for ITSM plugin (sn_wfo_cfg_itsm)."). * Select Browse recommended learning, and then select and enroll in the desired course item. {#itsm-sow-coaching__ul_et2_41n_jvb} ## My learning tab {#itsm-sow-coaching__section_ksj_c14_lvb} Use the My learning tab to: * Analyze courses or paths that are still pending completion and when they're due. You can also sort them by due date. * See courses, which were assigned to you or the ones you've enrolled in that you've have completed. * Use the Assigned \& enrolled filter to narrow down the search. {#itsm-sow-coaching__ul_exj_tcn_jvb} [Take a survey](https://www.servicenow.com/docs/vWd_STvuvUYqS5Ypo9dklw "Complete the survey assigned to you in Service Operations Workspace This feature is available only when the Workforce Optimization for ITSM plugin sn_wfo_cfg_itsm is installed.") or [review skills](https://www.servicenow.com/docs/~WeZvTZTk3eMO0xw1XYgtQ "Evaluate the skill proficiency for an existing skill or add a new skill and request approval to update those skills in your skill set. Get notified when your manager requests a skill review.") to add to your skill set. You can receive surveys available for any group to which you belong. You can make a copy of the survey and work on it to complete them. * **[Learning path and course item discovery in Service Operations Workspace](https://www.servicenow.com/docs/sHX3r~x9giecgY8IYsCQlg)** Browse courses or learning paths and take the ones that are of interest to you. You can also discover them using Predictive Intelligence that provides recommendations based on past activities.