Service Operations Workspace for ITSM landing page

  • Release version: Zurich
  • Updated July 31, 2025
  • 5 minutes to read
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    Summary of Service Operations Workspace for ITSM landing page

    The Service Operations Workspace (SOW) for ITSM landing page provides agents with a centralized view of their assigned work, announcements, and upcoming tasks. It supports quick access to relevant records such as incidents, problems, change requests, and catalog tasks, helping agents prioritize and manage their workload efficiently. Access requires the itil role, distinguishing between tier-1 agents (assigned to service desk groups) and tier-2 agents (not in service desk groups), with tailored views and capabilities for each.

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    Roles and Use Cases

    • Tier-1 agents: Quickly view work assigned to themselves or their team, monitor incidents with breached or at-risk SLAs, open priority 1 incidents, and catalog tasks needing attention.
    • Tier-2 agents: Access a broader set of records including problems and change requests, alongside incidents and tasks, with visibility into announcements and recently viewed items.

    Landing Page Sections

    • Header: Displays personalized greeting, agent shift details, and customizable banner with alert notifications. Tier-1 agents with the appropriate role can access shift schedules if the Shift Planning application is enabled.
    • Overview: Visual donut charts provide summary counts of key assignments such as incidents, problems, and tasks. Agents can drill down into detailed lists and preview or update records directly from the workspace.
    • Announcements: Lists important notifications for agents in both list and grid views, customizable to organizational needs.
    • Upcoming: Shows tasks due today and tomorrow, including delegated tasks. When Workforce Optimization for ITSM is enabled, this section also displays shift information, events (e.g., training, time off), skill review requests, and shift sign-up opportunities.
    • Quick Links: Provides user-specific shortcuts for frequently accessed functions or pages, customizable per user.

    Additional Features with Workforce Optimization for ITSM Plugin

    • My Performance: Allows agents to track performance targets set by their manager.
    • My Active Learning: Displays up to three learning tasks assigned or self-enrolled by the agent, highlighting due or overdue items with options to complete them directly.

    Practical Benefits for ServiceNow Customers

    This landing page enables ITSM agents to efficiently manage their daily work by consolidating key information and actions into a single workspace. It supports proactive incident and task management, improves visibility into team and individual workload, and fosters continuous learning and performance improvement when integrated with Workforce Optimization. Customization options for the header, announcements, donuts, upcoming tasks, and quick links allow organizations to tailor the experience to their operational needs and enhance agent productivity.

    An agent can get quick visibility into the work assigned, view announcements, and view upcoming tasks.

    Roles required to access the landing page

    A user should have the itil role to access the landing page. A tier-1 agent is an itil user who belongs to a service desk group. A tier-2 agent is an itil user who doesn’t belong to a service desk group. For more information about redirection of tier-1 and tier-2 agents to the respective landing page, see Redirect non-admin users to Service Operations Workspace.

    Use cases

    For examples of how people in your organization can use this landing page, see these use cases. Unless specified otherwise, various sections of the landing page are available for both tier-1 and tier-2 agents.

    User Use case
    Tier 1 agent
    • Get quick visibility into the work assigned to the agent or the agent's team before starting the day.
    • Analyze incidents and catalog tasks that need attention and navigate to the records on which action should be taken.
    • Monitor incidents with service level agreements (SLAs) that have been breached or at risk, open P1 incidents, or the ones not updated in 24 hours.

    To use the features in Workforce Optimization for ITSM, see the Explore key features in Workforce Optimization for ITSM section.
    Tier 2 agent
    • Get quick visibility into the work assigned to the agent and the agent's team before starting the day.
    • Analyze incidents, problems, change requests, and tasks that need attention and navigate to the records on which action should be taken.
    • View the upcoming tasks and announcements.
    • Access the recently viewed items.

    Landing page sections

    Section Description
    Header This section displays the greeting text and shift details of the agent. For information about how you can customize this section, see Configure the header message on the landing page.

    The image on the banner of the header section in the SOW landing page supports custom themes for a more personalized experience.For more information, see Configure the space man on the landing page.

    The alert notification displayed on the banner of the pages in SOW is expanded automatically to adjust and fit the complete message. For more information, see Configure the header message on the landing page.

    Figure 1. Header section
    Header section
    Note:
    A tier-1 agent with the sn_shift_planning.agent role can navigate to the shift schedule when the Shift Planning for Configurable Workspace application (sn_uib_agent_sp) is enabled.
    Figure 2. Shift schedule of an agent
    Option to navigate to the shift schedule of an agent
    Overview

    From this section, an agent can get an overview of various assignments from the donuts.

    Important:
    • A tier-1 agent can get an overview of catalog tasks and unresolved incidents assigned to the agent or the agent’s group.
    • A tier-2 agent can get an overview of problems, change requests, catalog tasks, and unresolved incidents assigned to the agent or the agent’s group.
    • A tier-1 or tier-2 agent can view tasks delegated to the agent by other users.
    When an agent selects any part of the donut area, the associated records are displayed in the list view. When an agent selects the center of the donut area, all records associated with that card are displayed in a list view. From these list views, you can preview and update the record information in the workspace view for the following records by pointing to a record and selecting the preview icon (preview record icon):
    • Incident
    • Problem
    • Interaction
    • Change
    • Request

    For information about customizing this section, see Configure the donuts in the tier 1 landing page.
    Announcements

    This section notifies an agent of any announcements. The agent can view them in a list view or grid view.

    For information about how you can customize this section, see Configure the Announcements section on the landing page.

    Figure 3. Announcements section
    Announcements section
    Upcoming
    This section reminds agents of the upcoming tasks for the same day and next day. You can select the link to access the task.If there’s a single record for the task type, the record opens. If there are multiple records for the task type, it opens a list of all records in a new tab.
    Note:
    An agent can also view tasks delegated to the agent by other users.

    Upcoming section

    • The Today tab shows tasks that you may want to attend to on the current day.
    • The Tomorrow tab shows tasks coming up the day after the current day.
    When the Workforce Optimization for ITSM plugin (sn_wfo_cfg_itsm) is activated, you can also view your upcoming shift information and the following tasks are displayed in this section:
    • Events: Number of events such as training and time off that's related to your shifts.
      Note:
      If you have an upcoming PTO on the day after the current day, in the Upcoming section, the Today list will display that you have an upcoming PTO the next day. If you are on PTO the current day, this list does not display that you have a PTO.
    • Shifts: Number of work shifts.
    • Skill review requests: Number of requests from your manager to review your skills.
    • Shift sign-ups: Shifts that you can sign up for that are due on the current day and the day after the current day.

    For more information on Workforce Optimization for ITSM in Service Operations Workspace, see Service Operations Workspace - Scheduling.

    For information about how you can customize this section, see Configure the Upcoming section on the landing page.
    Quick links

    This section displays the configured quick links. For information about how you can customize this section, see Add a user-specific quick link on the ITSM landing page.

    Figure 4. Quick links section
    Quick links section
    Explore key features in Service Operations Workspace

    It provides an onboarding experience by specifying all key features to get started with Service Operations Workspace for ITSM.

    Figure 5. Onboarding section
    Onboarding experience for logged-in users
    My performance Analyze performance targets set by your manager.
    Important:
    This section is displayed only when the Workforce Optimization for ITSM plugin (sn_wfo_cfg_itsm) is activated.
    My active learning section Monitor learning tasks that you must complete. This section displays up to three learning tasks, which could include learning paths and courses that are new, due soon, or overdue. These tasks are either the ones that have been assigned to you or the ones you chose to self-enroll. The tasks are sorted by the due date and they're highlighted in red when they're overdue. You can also see the remaining duration to complete a task that you can select and complete.
    Important:
    This section is displayed only when the Workforce Optimization for ITSM plugin (sn_wfo_cfg_itsm) is activated.

    My active learning

    For more information, see Service Operations Workspace - Learning.