Manage customizations in Service Operations Workspace for ITSM

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read

    • From a single page, quickly access and manage all customizations in Service Operations Workspace (SOW) for ITSM, access additional plugins that extend the Service Operations Workspace for ITSM capabilities, and access ServiceNow help.

    Before you begin

    Role required: sn_sow_itsm_admin.sow_admin_user, admin

    About this task

    The Admin Center consists of the following tabs:
    • Overview: Provides access to all customizations available in Service Operations Workspace for ITSM.
    • Configurations: Provides access to page-related customizations available in Service Operations Workspace for ITSM. For example, the landing page and incident record page.
    Figure 1. Admin Center in Service Operations Workspace for ITSM for admin role
    Admin Center Overview tab for the admin role.

    Procedure

    1. Navigate to All > Service Operations Workspace Admin Center > Overview.
    2. Optional: If not already installed, from the Configure ITSM Core section, install applications such as Incident Management and Service Reliability Management.
    3. Select any of the following options.
      OptionDescription
      Modify the landing page redirection properties On the Overview tab, from the Initial Setup section, select the Agent Landing Page Redirection option. For information about these properties, see Redirect an agent to the Service Operations Workspace landing page.
      Configure the landing page
      1. On the Overview tab, from the Initial Setup section, select the Landing Page option.
      2. Select the Landing Page section on the Configurations tab.
      3. For any of the following options, if available, select Configure beside the option to customize it and use the toggle switch beside the option to modify its visibility.
        • Greeting message that is displayed as a header.
        • For tier 1 and tier 2 agents, the default list view visibility for donuts cards. Collapsing the list view reduces the page load time and it can be expanded by selecting any donut card.
        • For tier 1 and tier 2 agents, customizations for various landing page sections such as Overview (donut cards), Announcements, and Upcoming, and also the visibility for a few of these sections.
        • For tier 1 agents, visibility of the Getting started section that provides an overview of key features in Service Operations Workspace.
      For information about landing page customizations, see Customize the Service Operations Workspace for ITSM landing page.
      Configure the incident record page
      1. On the Configurations tab, select the Incident Management option.
      2. Select the Record Page (Incident) and select Customize for any of the following options:
        • Overview section (Summary, Impact, Cause, Resolution)
        • Details section (Record, New Record)
        • Contextual side panel order
      For information about incident record page customizations, see Customize the incident record page.
      Configure the Service Reliability Management sections
      1. On the Configurations tab, select the Service Reliability Management option.
      2. Configure any of the following options:
        • Assign and import
        • Governance and Autonomy
        • Integrations
        Note:
        This option isn’t available for the SOW admin role. For more information on the various roles in the Admin Center, see Admin Center in Service Operations Workspace for ITSM.
      For information about Service Reliability Management configurations, see Service Operations Workspace (SOW) setup for Service Reliability Management.
      Configure the Major Incident Management features
      1. On the Configurations tab, select the Major Incident Management option.
      2. Configure any of the following options:
        • Major incident manager role
        • Major incident trigger rules
        • Communication templates
        • Communication plans
        • Playbook
        • Email notifications
        • Timeline configurations for post incident report.
      For more information on the configurations of features in Major Incident Management in Admin Center, see Configuring Major Incident Management in Service Operations Workspace.