Using Service Owner Workspace

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Using Service Owner Workspace

    Service Owner Workspace enables users to monitor service health and customer satisfaction by providing insights into outages, critical incidents, and change requests. As of the San Diego release, this feature is in planned deprecation for new customers, while existing users will continue to receive support.

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    Key Features

    • Multi-tab interface for managing multiple service portfolios and their health metrics.
    • Dashboards that display real-time portfolio and service performance metrics.
    • Access to comprehensive information regarding owned and managed IT services.
    • Ability to view service trends, improvement initiatives, and customer satisfaction scores.
    • Monitoring functionalities for recent and upcoming changes.
    • Detailed performance reports including SLA compliance and offering stability.
    • Impact stream panel for critical service offering information, including outage records (requires the Outage Numbering plugin).
    • Customizable workspace settings for system administrators to tailor metrics and thresholds.

    Key Outcomes

    With Service Owner Workspace, users can efficiently track service performance, identify areas for improvement, and ensure high levels of customer satisfaction. The ability to customize metrics and monitoring settings allows organizations to align the tool with their specific operational needs.

    Use Service Owner Workspace to monitor the health of your services and your customer satisfaction. View outages, critical incidents, and change requests associated with services and offerings.

    Important:
    As of the San Diego release, Service Owner Workspace is in a planned deprecation. New customers can't find or activate Service Owner Workspace. ServiceNow® continues to support existing customers with Service Owner Workspace. For information on the product replacement and the deprecation process, see Service Owner Workspace.
    Figure 1. Navigate
    Use Service Owner Workspace

    With Service Owner Workspace you can monitor metrics and analyze the health of your services from a single user interface. Get to know how metric models are created and configured for service offerings and how they are used in Service Owner Workspace.

    Service Owner Workspace features

    Service Owner Workspace features include:
    • A view-only, multi-tab interface for monitoring and managing multiple portfolios and related services.
    • Dashboards offer immediate access to portfolio and service health and performance metrics, as well as who owns and manages the service.
      Note:
      In most cases, data is collected up to the previous day. If there is a current outage or incident, then data does not appear in trend charts or displays.
    • Comprehensive layout of all information related to a portfolio and its component services.
    Service owners can access the workspace to perform their most common tasks, including:
    • View and manage owned IT services, as well as view all IT services the business manages.
    • Expand service lists to expose child services and service offerings.
    • Select a service to access pertinent information, including service trends, related services and information, improvement initiatives, and associated service offerings.
    • View and monitor service performance score reports, customers' scores, and total subscribers.
    • Monitor recent and upcoming changes.
    • Drill down into service offerings to view availability, SLA compliance, customer satisfaction, offering stability, performance scores, and more.
    • View associated unique or critical information about the service offering in the impact stream panel on the right side of the workspace. For example, you can view outages records with a unique Outage Number identifier. You can also see the outage number on the list view for outages via the Outage tab in the report viewer.
      Note:
      The Outage Numbering plugin (com.snc.outage_numbering) must be activated to introduce number data. The plugin is automatically activated for all instances and upgrades except those that already have a number prefix column on the Outage table. Refer to the Activate Outage Numbering plugin [KB0823685] article in the HI Knowledge Base or contact Customer Service and Support if the plugin is not active and you want to move to the base system field.
    System administrators can configure the workspace according to the specific needs within the organization:
    • Disable particular metrics from displaying in the workspace.
    • Configure the metric weights that contribute to performance scores within the workspace.
    • Configure the metric thresholds for each metric that displays in the workspace.

    Start here: Access Service Owner Workspace.