Jumpstart your Service Operations Workspace

Release version: Xanadu

Updated August 1, 2024

2 minutes to read

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Summary of Jumpstart your Service Operations Workspace

This Accelerator provides ServiceNow Impact customers with a practical introduction to theService Operations Workspace, a unified platform designed to streamline day-to-day IT Service Management (ITSM) operations. It includes a live demonstration using a temporary cloned instance, highlighting key capabilities and best practices to help customers get started efficiently.

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The offering is available to customers with Impact Guided, Advanced, and Total packages, aiming to enhance ITSM workflows through consolidated navigation and actionable insights.

Key Features

Service Operations Workspace Setup: Provisioning of a temporary instance with activation and configuration of the workspace.
Customer Coaching Sessions: Up to 90 minutes for an initial strategy overview and demonstration, with an optional 60-minute follow-up Q&A session upon request.
Hands-on Access: Thirty days of use for the temporary instance to explore capabilities.
Unified ITSM Management: Manage incidents, problems, and interactions efficiently through a single interface.
Actionable Alerts: Create alerts to reduce Mean Time to Resolution (MTTR).
Personalized Experience: Improve employee experience with configurable views tailored to user roles.
Cross-Team Collaboration: Facilitate faster issue resolution by enabling collaboration across teams.

Customer Roles and Responsibilities

Successful engagement requires involvement from key customer resources:

Platform Owner (Required): Oversees the ServiceNow platform governance, ensures alignment with business strategy, and leads the administration team.
System Administrator(s) (Required): Maintains platform stability, manages application support, and handles configuration tasks.
IT Service Desk Manager (Recommended): Provides subject matter expertise for IT service desk management.
Service Desk Agent(s) (Recommended): Handles daily ITSM operations.
Trusted Service Partners (Recommended): Participate in coaching to adopt leading practices and support ongoing customer needs.

Considerations and Limitations

This Accelerator may not be available in certain restricted environments such as FedRAMP, NSC DOD IL5, Australia IRAP-Protected data centers, or self-hosted setups. Also, ServiceNow does not take responsibility for implementing recommendations on customers’ sub-production or production instances.

This Accelerator illustrates a demonstration of the possibilities and capabilities of Service Operations Workspace.

Overview

Jumpstart Your Service Operations Workspace Accelerator provides Impact customers with an overview of Service Operations Workspace, which aims to provide a unified workspace for day-to-day IT Service Management (ITSM) operations. An applied demonstration of the possibilities and capabilities via a temporary cloned instance and leading practices on getting started is included.

For more information on the product, see https://www.servicenow.com/docs/access?context=sow-landing-page

Note:

This Accelerator is available for Impact Guided, Advanced, and Total packages.

Offered pursuant to the applicable ServiceNow Impact Package and Accelerator descriptions available at https://www.servicenow.com/legal/servicenow-impact.html.

What you get

Service Operations Workspace Setup

Provisioning of a temporary instance
Activating and configuring Service Operations Workspace

Customer Coaching Session #1 (up to 90 min)

Thirty days of access to the temporary instances

Review of:

Workspace strategy overview
Demonstration of Service Operations Workspace
- Manage incidents, problems, and interactions easily with a unified navigation
- Create actionable alerts to reduce Mean Time to Resolution
- Improve overall employee experience with personalized, configurable views
- Collaborate across teams to resolve issues faster
Key resources and guides

Customer Coaching Session #2 (Optional on Customer request – up to 60 min)

Opportunity for a Questions and Answers session related to Service Operations Workspace

Requested customer resources

Table 1. Customer resource and responsibilities
Customer Resource	Responsibilities
Platform Owner (Required)	Responsible for the overall accountability of the ServiceNow platform. Provides leadership and oversight to the System Administrators, ensures team alignment to business strategy and the ServiceNow roadmap, and is actively involved in the overarching governance of the platform.
System Administrator(s) (Required)	Maintains the stability and usability of the ServiceNow platform by performing application maintenance, managing support for cases related to ServiceNow applications, and contributing to ServiceNow software releases by delivering configuration tasks and features.
IT Service Desk Manager (Recommended)	Subject matter expert responsible for managing IT Service Desk.
Service Desk Agent(s) (Recommended)	Subject matter expert(s) responsible for day-to-day ITSM operations.
Trusted Service Partners (Recommended)	Attends ServiceNow Impact Accelerator coaching session(s) to understand leading practices and potentially support customer going forward.

Requested information/access

Please refer to the applicable Impact Accelerator Description available at https://www.servicenow.com/legal/servicenow-impact.html

Exceptions

This Impact Accelerator in its entirety or portions of the Impact Accelerator Activities may not be available to customers in the FedRAMP, NSC DOD IL5, or Australia IRAP-Protected data centers, to self-hosted customers, or in other restricted environments.

ServiceNow is not responsible for implementing [Product] recommendations on Customer’s sub-production or production instances.