Setting up Service Owner Workspace

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

    To enhance your Service Owner Workspace experience, activate necessary applications, run quick start tests for functionality, and configure metrics for monitoring. Note that Service Owner Workspace is planned for deprecation as of the San Diego release, meaning new customers cannot activate it, though existing customers will continue to receive support.

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    Key Features

    • Application Integration: Activate the Service Owner Workspace plugin (com.spmownerworkspace) and integrate with other ServiceNow applications like Vendor Manager Workspace and Financial Management for a comprehensive monitoring experience.
    • Metrics Definition and Configuration: Establish and apply performance metrics to portfolios and services, defining thresholds to keep track of service performance, customer satisfaction, and subscription levels.
    • Portfolio Setup Automations: Utilize pre-built automations to streamline the creation of services and offerings. This includes default metrics and the ability to evenly weight performance metrics across offerings within a portfolio.
    • One-to-Many Offerings: Automatically create multiple offerings for a newly created service within a service portfolio, facilitating efficient service management.

    Key Outcomes

    By setting up the Service Owner Workspace effectively, customers can expect improved monitoring of service performance, enhanced integration with other ServiceNow applications, and streamlined creation of service offerings. This enables better resource management and data-driven decision-making within their service portfolios.

    Prepare for your Service Owner Workspace experience by activating necessary applications, accessing quick start tests to ensure proper functionality, and configuring metrics to monitor.

    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
    Set up Service Owner Workspace

    Integrate with other applications

    After activating the Service Owner Workspace plugin (com.spm_owner_workspace), align with other ServiceNow applications to expand your service portfolio monitoring experience.

    Service Owner Workspace is meant to work seamlessly with Vendor Manager Workspace. Often service owners are also vendor managers. For this reason, activation of the Vendor Manager Workspace application is useful. Toggling between the two workspaces is easy because they share the same interface. Simply click the Vendor Manager Workspace icon in the workspace to view vendor-related data.

    Figure 2. Workspace icons
    Service Owner Workspace and Vendor Manager Workspace icons

    Integrating with the Financial Management application provides estimated spend calculations based on fiscal periods and rolls spend data up from service offerings to associated services and taxonomy nodes within your portfolio. Estimated spend data is available to monitor and analyze in the workspace.

    Refer to Service Owner Workspace integrations for complete details about applications that you can activate to add greater depth and value to your Service Owner Workspace monitoring experience.

    Metrics definition and configuration

    Monitoring your services involves metrics and scores that keep you apprised of how well your services are performing, how satisfied your customers are with the services you provide, and how many people are subscribing to your services. Defining metrics and applying the metrics to your portfolios, services, and offerings ensures an accurate and goal-oriented monitoring experience. You determine the upper and lower thresholds of service performance.

    Portfolio setup automations

    Choose from pre-built setup automations to apply to a portfolio to reduce your time creating services and offerings. Edit and update automations and scripts and define fields at the Service Portfolio record level which trigger when to run a script, or series of scripts.

    • Automatically add five default metrics when you create a new service portfolio. You can choose not to add the metrics.
    • Evenly weight all performance metrics for new offerings at the portfolio level.

      Each time an offering is created as part of a portfolio, the performance weight of each metric is evenly distributed. For example, each default metric is weighted at 20%.

      If re-parenting a service to a different portfolio, offerings will automatically assume the metrics of the new portfolio and the weights when the Evenly weight performance metrics for new offerings is active when creating a new portfolio. This same logic applies when an offering is created.

      Note:
      When you cannot evenly equal 100% across all metrics, use order to give the highest number the highest weight. For example, if you have seven metrics, you can weight the percentages as: 15, 15, 14, 14, 14, 14, 14. If you have three metrics, you can weight the percentages as: 34, 33, 33.
    • Automatically create one-to-many offerings on a newly created service within a service portfolio or when adding a service to an existing service portfolio. The service must be associated with a service portfolio and it must not have any child offerings. When you activate this feature, a drop down field appears enabling you to choose how many offerings you want to create.

    To activate these automations, refer to Create portfolios in Service Portfolio Management.