---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Exploring Service Operations Workspace for ITSM

# Exploring Service Operations Workspace for ITSM {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 minutes to read
Summarize  
![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI  
This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.  

## Summary of Exploring Service Operations Workspace for ITSM

Service Operations Workspace for ITSM is a configurable, unified interface designed to help agents efficiently manage IT Service Management (ITSM) and IT Operations Management (ITOM) workflows.
It consolidates incidents, alerts, tasks, and related records in a single workspace, enabling faster investigation and resolution of service issues.
The workspace is tailored for different agent roles, including tier 1 and tier 2 agents, and administrators who configure and maintain the environment.
Show full answer Show less  

## User Roles and Access

* **Tier 1 agents:** Focus on handling interactions, incidents, and requests, using roles like itil or snsow.sowhome.
* **Tier 2 agents:** Handle incidents, requests, changes, problems, and major incidents with itil role access.
* **Administrators:** Responsible for implementing and configuring the workspace.

## Key Features

* **Landing Page:** Provides tailored dashboards for tier 1 and tier 2 agents showing outages, announcements, assignments, and performance tasks for efficient prioritization.
* **Incident Management:** Agents access contextual information, related incidents, and metrics from Agent Client Collector (ACC) to streamline investigations and accelerate resolution.
* **Recommended Actions:** Offers real-time, actionable recommendations and knowledge articles to speed up incident triaging and resolution.
* **On-Call Scheduling:** Manages support team availability through schedules, rosters, escalations, and notifications to ensure timely issue resolution.
* **Microsoft Teams Integration:** Enables direct collaboration with requesters and peers via chat within tasks.
* **Request Management:** Supports creation and lifecycle management of service requests from incidents and interactions.
* **Walk-up Experience Management:** Allows management of walk-up service locations including interactions, appointments, stockrooms, and kiosks.
* **Guided Setup and Tours:** Provides administrators and agents with step-by-step configuration assistance and interactive learning paths within the workspace.
* **Integration with Service Operations Workspace for ITOM:** Allows a unified experience across ITSM and ITOM for optimized service and operations management.

## Agent Workflow

Agents start their day by reviewing prioritized assignments, outages, and announcements. They can create incidents using available contextual information, resolve issues faster with tailored recommendations, involve experts on-call for critical tasks, collaborate directly via Teams chat, and create change requests as needed---all from within the unified workspace.

## Implementation Guidance

Administrators can use the guided setup feature to configure Service Operations Workspace for ITSM efficiently within their ServiceNow instance. Guided tours help agents learn specific tasks without disruption, though customization of UI elements requires updating these tours to maintain functionality.

## Practical Benefits for ServiceNow Customers

* Consolidates multiple ITSM workflows into a single, easy-to-navigate interface, improving agent productivity and collaboration.
* Accelerates incident resolution through contextual data, recommended actions, and expert support availability.
* Supports flexible role-based experiences tailored to tier 1 and tier 2 agents.
* Simplifies administration and adoption through guided setup and interactive tours.
* Enhances communication and collaboration with integrated Microsoft Teams chat capabilities.

## Next Steps

ServiceNow customers can explore further by configuring and operating the workspace, managing IT services effectively, and optimizing service delivery using integrated ITSM and ITOM workflows.  
Service Operations Workspace provides agents with a unified view of incidents, alerts, and tasks so they can investigate and resolve service issues from a single interface.

## Service Operations Workspace for ITSM overview {#explore-sow__section_vx2_sy2_zdc}

Service Operations Workspace for ITSM is a configurable workspace that provides a unified experience for multiple IT Service Management and IT Operations Management workflows. Configure your agent experience using the easy-to-navigate interface of Service Operations Workspace for ITSM.

## Accessing Service Operations Workspace for ITSM {#explore-sow__section_isy_mc4_c2c}

For information about accessing Service Operations Workspace for ITSM, see [Access Service Operations Workspace for ITSM](https://www.servicenow.com/docs/m_2drY2jCYlQvQUH8OaTcg "Experience a unified and seamless experience when managing the life cycle of task records such as incidents and requests.").

## Service Operations Workspace for ITSM users {#explore-sow__section_fqf_352_zdc}

{#explore-sow__table_jrc_mdf_ccc__entry__2}

| User | Description |
|-|-|
| Tier 1 agent | User who has the itil or sn_sow.sow_home role and belongs to a service desk group. Primarily focused on the life cycle of the following records: * Interaction * Incident * Request {#explore-sow__ul_a3d_yms_dcc} |
| Tier 2 agent | User with the itil role. Primarily focused on the life cycle of the following records: * Incident * Request * Change * Problem * Major incident {#explore-sow__ul_th2_1ns_dcc} |
| Administrator | User who implements and sets up Service Operations Workspace for ITSM. |
[ ]

{#explore-sow__table_jrc_mdf_ccc}

## Service Operations Workspace for ITSM benefits {#explore-sow__section_kr2_pzg_5kb}

{#explore-sow__table_v4c_dw2_zdc__entry__3}

| Benefit | Feature | Users |
|-|-|-|
| Tailored landing page for tier 1 and tier 2 agents. It provides an overview of outages, service announcements, and assignments to efficiently prioritize the work. Tier 1 agents can view and manage their performance and learning tasks assigned by their manager.  | [Service Operations Workspace for ITSM landing page](https://www.servicenow.com/docs/5uX6zKipjCtt1S9pI2FIfw "An agent can get quick visibility into the work assigned, view announcements, and view upcoming tasks.") | Tier 1 and Tier 2 agents |
| Agents can manage incidents effectively with contextual information and targeted actions. Streamline investigations and accelerate incident resolution with the metrics data collected from Agent Client Collector (ACC). | [Incident Management in Service Operations Workspace](https://www.servicenow.com/docs/FpACAGPuU1Y9Fos6dnQ9bg "You can create and manage your incidents in Service Operations Workspace.") | Tier 1 and Tier 2 agents |
| Agents can use information from similar incidents and knowledge articles to accelerate incident resolution. | [Recommended Actions for ITSM in Service Operations Workspace](https://www.servicenow.com/docs/LGd8rCr4QXw7BGGrFEn5eQ "Get guidance-based or field-level recommendations for records in Service Operations Workspace.") | Tier 1 and Tier 2 agents |
| Agents can reach out to experts on-call for high-priority tasks.  | [On-Call Scheduling in Service Operations Workspace](https://www.servicenow.com/docs/iAh6oLkXtqzk0v0uwRVkKA "Use On-Call Scheduling in Service Operations Workspace to view and manage your shifts and schedules.") | Tier 1 and Tier 2 agents |
| Agents can collaborate with the requester and peers from the task using Microsoft Teams chat.  | [ServiceNow integrations with Microsoft Teams in Service Operations Workspace](https://www.servicenow.com/docs/puUY2qNsBN2fbUcJ_X7Umg "You can create a connected experience for users in Service Operations Workspace through ServiceNow integrations with Microsoft Teams.") | Tier 1 and Tier 2 agents |
|  Agents can create requests from incidents and interactions. Agents can also manage the entire life cycle of requests.  | [Request Management in Service Operations Workspace](https://www.servicenow.com/docs/V3MWTflvoQBI5HmCic3jsg "Service Operations Workspace for Request Management integrates the platform functionality for tier 1 agents into a multi-tab interface that helps agents efficiently manage multiple incidents, catalog requests, and catalog tasks.") | Tier 1 and Tier 2 agents |
| Agents and administrators can review and manage walk-up interactions, appointments, stockrooms, and kiosks at the walk-up service location.   | [Walk-up Experience management in Service Operations Workspace](https://www.servicenow.com/docs/6Fvd85oK7qkjX8gOIGZe9w "Manage your Walk-up interactions and queues in Service Operations Workspace.") | Tier 1 and Tier 2 agents |
| All logged-in users can view key features to get started with Service Operations Workspace for ITSM. | [Service Operations Workspace for ITSM landing page](https://www.servicenow.com/docs/5uX6zKipjCtt1S9pI2FIfw "An agent can get quick visibility into the work assigned, view announcements, and view upcoming tasks.") | Tier 1 and Tier 2 agents |
| Administrators can have a guided experience for initial configuration of Service Operations Workspace for ITSM. | [Using guided setup](https://www.servicenow.com/docs/access?context=guided-setup&version=australia&pubname=australia-platform-user-interface&ft:locale=en-US) | Administrator |
| Agents can have a unified experience for services and operations on a single platform by integrating with Service Operations Workspace for ITOM. | [Automating and optimizing your services and operations using Service Operations Workspace](https://www.servicenow.com/docs/access?context=service-operations&version=australia&pubname=australia-better-together&ft:locale=en-US) | Tier 1 agent, Tier 2 agent, and IT operator |
[ ]

{#explore-sow__table_v4c_dw2_zdc}

For information about key features in Service Operations Workspace for
ITOM, see Exploring Service Operations Workspace for ITOM.

## Service Operations Workspace for ITSM workflow for an agent {#explore-sow__section_vnt_q21_nsb}

* An agent can start the day by looking at an overview of assignments, outages, service announcements, and assignments in Service Operations Workspace to prioritize work based on service level agreements (SLAs), priority level, and urgency.
* The agent can create an incident based on the issue reported. Since the agent has access to related incidents and recent interactions, better and faster support can be provided. Agent also has access to all related information from the incident record page.
* The agent can resolve the incident faster by using tailored recommendations.
* The agent can reach out to experts on-call for high-priority tasks.
* The agent can collaborate easily with the requester and peers right from the task.
* The agent can create a change request to fix the issue.
{#explore-sow__ul_hm3_vvf_ysb}

## Using guided tours to learn about Service Operations Workspace for ITSM {#explore-sow__section_i4s_lgz_12b}

Use a guided tour that is sequence of interactive steps to guide an agent through a specific process or task within Service Operations Workspace for ITSM. To access guided tours, select the Show help icon in the navigation bar and scroll down to find the Take a Tour or Select a Tour option. For more
information about playing a guided tour, see [Play a guided tour in Service Operations Workspace](https://www.servicenow.com/docs/U9Od4ggCfU_t4WuEN_EdDg "Use the guided tours in Service Operations Workspace for ITSM through a sequence of interactive steps that guide you through a specific concept or process.").  
Important:  
* A guided tour might break if you customize any of its associated UI elements in your instance, so ensure that you update your guided tours as well accordingly. For information on how to update guided tours, see [Edit Guided Tours](https://www.servicenow.com/docs/access?context=edit-guided-tour&version=australia&pubname=australia-platform-user-interface&ft:locale=en-US).
* The Take a Tour or Select a Tour option is available only when a guided tour is available for that UI page.
{#explore-sow__ul_v1d_yrq_rbc}

## Using guided setup to implement Service Operations Workspace for ITSM {#explore-sow__section_hnm_srq_rbc}

Service Operations Workspace for ITSM guided setup provides a sequence of tasks that help an administrator configure Service Operations Workspace for ITSM on your ServiceNow instance. To open Service Operations Workspace for ITSM guided setup, navigate to AllAdoption ServicesGuided Setup. For more information about using the guided setup interface, see [Using guided setup](https://www.servicenow.com/docs/access?context=guided-setup&version=australia&pubname=australia-platform-user-interface&ft:locale=en-US).

## What to explore next {#explore-sow__section_axl_vy2_zdc}

To learn more about configuring and using Service Operations Workspace for ITSM, see:

* [Configuring Service Operations Workspace for ITSM](https://www.servicenow.com/docs/xzn9dWkLtGexHqqFhn6j9g "You can configure Service Operations Workspace so that agents can manage IT fulfillment volume efficiently.")
* [Operating IT services in your organization](https://www.servicenow.com/docs/RyAS7dmeF99TBLRQsIRyyg "You can leverage a few Service Operations Workspace integrations to start operating IT services in your organization and set a path for your organization's performance and process improvements.")
* [Managing IT services in your organization](https://www.servicenow.com/docs/xn_gBz~m~oWpC562PaXbAw "You can leverage a few Service Operations Workspace integrations to promptly investigate the root cause and resolve the incidents that lead to unplanned interruptions and reduce the quality of IT services.")
* [Optimizing IT services in your organization](https://www.servicenow.com/docs/A0IllaOFOGKZt5V3Hsni2Q "You can leverage a few Service Operations Workspace integrations to enhance and optimize IT services in your organization.")
{#explore-sow__ul_c3t_yy2_zdc}
* **[Access Service Operations Workspace for ITSM](https://www.servicenow.com/docs/m_2drY2jCYlQvQUH8OaTcg)**   
  Experience a unified and seamless experience when managing the life cycle of task records such as incidents and requests.
* **[Service Operations Workspace for ITSM user interface](https://www.servicenow.com/docs/uWluC9_Uh67ERaJ08SACEA)**   
  You can navigate through the Service Operations Workspace to get an overview of how an agent can prioritize tasks and provide resolution.
* **[Service Operations Workspace for ITSM landing page](https://www.servicenow.com/docs/5uX6zKipjCtt1S9pI2FIfw)**   
  An agent can get quick visibility into the work assigned, view announcements, and view upcoming tasks.
* **[Exploring Recommended Actions for ITSM in Service Operations Workspace](https://www.servicenow.com/docs/6kFddQEQ~Hqc6XrXT4Fe6Q)**   
  Recommended Actions for ITSM lets you set up and apply real-time actionable recommendations for speeding up the triaging process. You can resolve issues quickly across various records in the Service Operations Workspace, including Incident, Incident task, Problem, Problem task, Change request, Change task, Interaction, and Request.
* **[Exploring On-call Scheduling in Service Operations Workspace](https://www.servicenow.com/docs/Cd7n7UVCi4twI3gtnM0jvw)**   
  On-Call Scheduling ensures that dedicated support team members are always available to resolve issues as they arise. You can set up on-call schedules, roster rotations, and escalation policies, escalate notifications for a group, and determine the current contact for an escalation.

**Related topics**   

* [List of workspaces](https://www.servicenow.com/docs/access?context=list-of-workspaces&version=australia&pubname=australia-platform-user-interface&ft:locale=en-US)

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