Exploring Service Operations Workspace for ITSM
Summarize
Summary of Exploring Service Operations Workspace for ITSM
Service Operations Workspace for ITSM allows agents to manage the life cycle of task records like incidents and requests within IT Service Management workflows. The platform enhances the efficiency of tier 1 and tier 2 agents by providing essential information and tools for effective task prioritization and resolution.
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Key Features
- Landing Page: A customized dashboard for agents that displays outages, service announcements, and work assignments.
- Incident Management: Agents can access contextual information and metrics to streamline incident investigations and resolutions.
- Tailored Recommendations: Suggestions based on similar incidents and knowledge articles assist in quicker resolutions.
- Collaboration Tools: Integration with Microsoft Teams allows agents to collaborate with requesters and peers directly from the task interface.
- Request Management: Agents can create and manage requests throughout their entire life cycle.
- Walk-Up Experience: Administrators can oversee walk-up interactions, appointments, and stockroom management.
- Guided Setup: A structured setup process for initial configuration is available for administrators.
Key Outcomes
Using Service Operations Workspace for ITSM, agents can efficiently prioritize their work based on SLAs and urgency, leading to faster incident resolution. The platform supports a collaborative environment and provides real-time actionable recommendations, ultimately enhancing the quality of service and customer satisfaction.
You can manage the life cycle of task records such as incidents, requests, and walk-ups in IT Service Management workflows.
Key features
- Landing page
- Tailored landing page for your 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.
- Incident management
- 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).
- Tailored recommendations
- Agents can use information from similar incidents and knowledge articles to accelerate incident resolution.
- Experts on-call
- Agents can reach out to experts on-call for high-priority tasks.
- Collaboration on incidents
- Agents can collaborate with the requester and peers from the task using Microsoft Teams chat.
- Request management
- Agents can create requests from incidents and interactions. Agents can also manage the entire life cycle of requests.
- Walk-up experience
- Agents and administrators can review and manage walk-up interactions, appointments, stockrooms, and kiosks at the walk-up service location.
- Onboarding experience for logged-in users
- All logged-in users can view key features to get started with Service Operations Workspace for ITSM.
- Guided setup
- Administrators can have a guided experience for initial configuration of Service Operations Workspace for ITSM.
For information about key features in Service Operations Workspace for ITSM, see Exploring Service Operations Workspace for ITOM.
Agent experience in Service Operations Workspace for ITSM
- 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 setup to implement Service Operations Workspace for ITSM
Service Operations Workspace for ITSM guided setup provides a sequence of tasks that help you configure Service Operations Workspace for ITSM on your ServiceNow instance. To open Service Operations Workspace for ITSM guided setup, navigate to . For more information about using the guided setup interface, see Using guided setup.