Exploring Service Operations Workspace for ITSM

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read

    • You can manage the life cycle of task records such as incidents, requests, and walk-ups in IT Service Management workflows.

    Key features

    Landing page
    Tailored landing page for your 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. 
    Incident management
    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).
    Tailored recommendations
    Agents can use information from similar incidents and knowledge articles to accelerate incident resolution.
    Experts on-call
    Agents can reach out to experts on-call for high-priority tasks. 
    Collaboration on incidents
    Agents can collaborate with the requester and peers from the task using Microsoft Teams chat. 
    Request management
     Agents can create requests from incidents and interactions. Agents can also manage the entire life cycle of requests. 
    Walk-up experience
    Agents and administrators can review and manage walk-up interactions, appointments, stockrooms, and kiosks at the walk-up service location.  
    Onboarding experience for logged-in users
    All logged-in users can view key features to get started with Service Operations Workspace for ITSM.
    Guided setup
    Administrators can have a guided experience for initial configuration of Service Operations Workspace for ITSM.

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

    Figure 1. SOW workflow
    SOW workflow

    Agent experience in Service Operations Workspace for ITSM

    • 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.

    Using guided tours to learn about Service Operations Workspace for ITSM

    Use a guided tour that is sequence of interactive steps to guide you through a specific process or task within SOW. 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.

    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 a guided tour.
    • The Take a Tour or Select a Tour option is available only when a guided tour is available for that UI page.

    Using guided setup to implement Service Operations Workspace for ITSM

    Service Operations Workspace for ITSM guided setup provides a sequence of tasks that help you configure Service Operations Workspace for ITSM on your ServiceNow instance. To open Service Operations Workspace for ITSM guided setup, navigate to All > Adoption Services > Guided Setup. For more information about using the guided setup interface, see Using guided setup.