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

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Operations Management

ft:clusterId :

    - itom

bundleId :

    - itom

workflow :

    - Technology


---

# Operator environment

# Event Management operator environment {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 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 Event Management operator environment

As an Event Management operator in ServiceNow, your primary workspace is theService Operations Workspace dashboard.
This dashboard centralizes how alerts relate to application services, enabling you to monitor and respond effectively to incidents impacting your IT environment.
It serves as a hub for understanding alert severity, application service health, and configuration item (CI) details.
Show full answer Show less  

## Key Features

* **Service Operations Workspace dashboard:** Accessible via Event Management \> Service Operations Workspace, this dashboard provides an interactive view with several components:
  * **Banner controls:** Filter application services by alert severity and organize the view using Group and Segment controls. These filters help prioritize your focus based on criticality and cost assigned by your administrator.
  * **Application service tiles:** Each tile represents an application service, color-coded by alert severity. Clicking a tile shows a summary of related alerts and links to detailed views and service maps.
  * **Alerts list:** Use the List icon to view, filter, and sort alerts by priority or severity. Opening an alert provides detailed information for analysis.
* **Application service map views:** Double-clicking an application service tile opens its service map, which varies by service type:
  * **Manual/standard application services:** Display a map with CIs and their relationships. You can click CIs to view related alerts and CI properties, explore the Impact Tree to understand how CIs affect each other during alerts, and open alerts from the list.
  * **Technical application services:** Provide a simplified view to access CI details and alerts efficiently.

## Next Steps

After familiarizing yourself with the operator environment and workspace dashboard, proceed to the next lesson to learn **what Event Management operators do** to manage and resolve events effectively.  
As an Event Management operator, your primary work environment is the Service Operations Workspace dashboard.
In this, the third lesson in the Event Management tutorial, you get an
overview of your workspaces so you know how to find the information you need.  

|-|-|-|
| Lesson 1 | ![Overview icon]() | [An overview of events and alerts](https://www.servicenow.com/docs/9VDXseLu3v2nFFpk848JkQ "Understand how alerts are generated from events, what to look for in an alert, and how alerts can be grouped together.") |
| Lesson 2 | ![Overview BS icon]() | [An overview of application services](https://www.servicenow.com/docs/sQl9gkhMf3VmiRLfdFcx9A "As an Event Management operator, you need to understand what application services are.") |
| Lesson 3 | ![Operators icon]() | Event Management operator environment |
| Lesson 4 | ![Operators do icon]() | [What operators do](https://www.servicenow.com/docs/KyCbidbjqvC8fHwP60vGqw "As an Event Management operator, your typical workflow involves three phases: analyzing an alert and its effect on application services, taking some type of action, and making sure the alert is finally closed.") |
[Table 1. Tutorial lessons]

{#operator-user-interfaces__table_or3_vg3_3db}

## The Service Operations Workspace dashboard {#operator-user-interfaces__section_svm_j24_2db}

Your main area of work is the Service Operations Workspace dashboard, which provides a view that focuses on how alerts relate to application services. From here, you can drill into each application services to see the affected
CIs and get an understanding of the overall impact of whatever caused the alert. To open the dashboard, navigate to Event ManagementService Operations Workspace.  
Figure 1. Service Operations Workspace  
The main sections of the dashboard are:

Banner

:   The banner contains controls that show or hide application services based on the criteria you select:

    |-|
    | Click a severity level to show or hide application services based on the alerts associated with them. |
    | Use the Group and Segment controls to organize the view. Note: Your administrator assigns an application the criticality and cost value to your application services. Figure 2. Group and Segment filters |
    [ ]

    {#operator-user-interfaces__table_jfs_jyq_hdb}

Application services
:   The Service Operations Workspace dashboard displays tiles that represent application services. The color of a tile represents the
    severity of the alerts that are associated with the application service.

    |-|
    | Click a tile to show a summary of alerts associated with the application service. Click to view details or the service map. |
    [ ]

    {#operator-user-interfaces__table_p1c_hrr_hdb}

Alerts
:   Click the List icon (![List icon]()). On the Lists tab, click the kind of alert to view.  

    |-|
    | You can filter or sort the list to find an alert. Sort by any alert details, such as the Priority, which considers multiple factors for how serious the alert is. You can also sort by the Severity, which is the value provided by the event monitoring tool. |
    | Open any alert by clicking the number. |
    [ ]

    {#operator-user-interfaces__table_zkt_jlr_hdb}

    You will learn about what each of the columns means for an alert later on
    when you analyze an alert.

## Application service map views on the Service Operations Workspace dashboard {#operator-user-interfaces__section_idp_jls_hdb}

Double-click the name of an application service tile to open one of the application
service map views. The view that you see depends on the type of application service.  

For a manual or standard application service, this
view appears:

:

    The application service map that you were introduced to in a previous lesson
    appears in the main panel. This is what you can do from this view:

    |-|
    | Click any of the CIs to see the alerts only for that CI and to display the details about that CI in the Properties pane. |
    | Click Impact Tree to see the state of all the CIs and how they affect each other when receiving an alert. You will learn more about the impact tree later on in the tutorial. |
    | Open any alert from the Alerts list at the bottom by clicking the number. |
    |   |
    [ ]

    {#operator-user-interfaces__table_fs1_3bs_hdb}

For a technical application service, this view appears:

:

    This is what you can do from this view:

    |-|
    | Click any CI to view details about it. |
    | Open any alert from the Alerts list at the bottom by clicking the number. |
    [ ]

    {#operator-user-interfaces__table_y3b_gvr_hdb}

## Continue the tutorial {#operator-user-interfaces__section_cl5_wpx_hdb}

Proceed to the next lesson: [What Event Management operators do](https://www.servicenow.com/docs/KyCbidbjqvC8fHwP60vGqw "As an Event Management operator, your typical workflow involves three phases: analyzing an alert and its effect on application services, taking some type of action, and making sure the alert is finally closed.").

*[\>]: and then