Automating and optimizing your services and operations using Service Operations Workspace

You can expand services while reducing costs, delivering high-quality customer and employee experiences, and driving operational resilience. Use a single cloud platform that integrates IT processes such as incident, problem, and change with IT operations such as discovery, business service definitions, service mapping, and event management.

Combined benefits of integrating Service Operations Workspace for IT Service Management (ITSM) and IT Operations Management (ITOM)

Feature	Service Operations Workspace for ITSM	Service Operations Workspace for ITOM	All applications together
Simple, intuitive, and clear user interface (UI)
Automated recommendations based on user actions
Tailored landing page providing an overview of tasks
Effective incident management for service desk agents
Experts on call for high-priority tasks
Onboarding experience for logged-in users
Walk-up experience
Request management from incidents and interactions
Guided experience for initial configuration of Service Operations Workspace
Presentation of a service's complete context with related metrics, logs, and additional information
Quick remediation for alerts of a service
Quick automation for operators when using an embedded playbook experience within the alert forms

Workflow for Service Operations Workspace

Use Service Operations Workspace for IT Service Management (ITSM) and IT Operations Management (ITOM) together for these benefits:

• Provide a unified experience for services and operations on a single platform.
• Eliminate silos by connecting services and operations teams.
• Increase productivity and keep employees engaged.
• Create and extend ITSM and ITOM processes with low-code configuration.
• Optimize ITSM and ITOM processes for faster resolution of incidents and outages.

The following figure shows an example workflow of how an IT operator and a service agent (service desk agent or L2/L3 specialist) can use these applications to resolve a customer issue.

그림 1. Service Operations Workspace for ITSM and ITOM workflow

In this workflow:

1. From the Service Operations Workspace landing page, an IT operator accesses the service dashboard to find related alerts of any specific service.
2. The IT operator can view the recent alert from related items in the contextual side panel.
3. The IT operator can access recommendations for the alert.
4. If there is any customer issue related to that alert, the IT operator creates an incident to track the investigation, possible solutions, and resolution for the customer.
5. The incident is assigned to the group supporting the configuration item or service.
6. A service agent such as a service desk agent or L2/L3 specialist is assigned to work on the incident.
7. The service agent can investigate to get relevant metrics and insights on the configuration item for faster resolution of the incident.
8. If required, the service agent can reach out to an on-call user to collaborate and resolve the incident.

Requirements for integrating Service Operations Workspace for ITSM and ITOM

1. Ensure that the following conditions are met for Service Operations Workspace for ITSM.
   1. Procure the ITSM Standard license or later for ServiceNow® IT Service Management applications. Contact your ServiceNow account manager or sales representative.
   2. If you want to use Investigation Framework within Service Operations Workspace for ITSM, procure the ITSM Professional license or later for ServiceNow® IT Service Management applications.
   3. Install Service Operations Workspace ITSM Applications from the ServiceNow® Store. For information about installing this application, see Install Service Operations Workspace ITSM Applications.
2. Ensure that the following conditions are met for Service Operations Workspace for ITOM.
   1. Procure the ITOM Professional license or later for ServiceNow® IT Operations Management applications. Contact your ServiceNow account manager or sales representative.
   2. Install Service Operations Workspace ITOM Applications from the ServiceNow® Store. For information about installing this application, see Install Service Operations Workspace for ITOM Applications.

Get started with Service Operations Workspace for ITSM and ITOM

To get started with Service Operations Workspace for ITSM and ITOM, follow these steps:

1. Configure Service Operations Workspace for ITSM.
   1. Set up Service Operations Workspace for ITSM. See Setting up Service Operations Workspace for ITSM.

      Role: admin.

   2. Set up Investigation Framework. See Setting up Investigation Framework in Service Operations Workspace.

      Role: admin.

   3. Configure Recommendation Framework for an incident. See Configuring Recommendation Framework in Service Operations Workspace for ITSM.

      Role: admin.

2. Configure Service Operations Workspace for ITOM.
   1. Set up Service Operations Workspace for ITOM. See Setting up Service Operations Workspace for ITOM.

      Role: evt_mgmt_operator.

   2. Configure alert metrics. See Configure alert metrics.

      Role: evt_mgmt_operator.

   3. Configure the Recommendation Framework for an alert. See Configuring Recommendation Framework in Service Operations Workspace for ITOM.

      Role: evt_mgmt_admin.

   4. Configure the Service Operations Workspace inbox. See Configure the inbox in Service Operations Workspace for ITOM.

      Role: evt_mgmt_admin.

   5. Customize Service Operations Workspace lists. See Customize lists in Service Operations Workspace for ITOM.

      Role: itil.

• Case Study: Enhancing Risk, Compliance, and Audit Management with ITOM
  The use case demonstrates how ITOM integration streamlined risk, compliance, and audit management for a financial institution by providing real-time operational visibility, automation, and enhanced risk assessments.