--- 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 --- # Service Operations Workspace for ITSM user interface # Service Operations Workspace for ITSM user interface {#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 Service Operations Workspace for ITSM user interface The Service Operations Workspace for ITSM provides a streamlined interface for agents to efficiently prioritize, manage, and resolve IT service tasks. It offers multiple navigation options including a landing page, lists, inbox, and detailed record views, all designed to enhance agent productivity and task oversight. Show full answer Show less ## Landing Page Agents access the landing page via the home icon on the left navigation pane. This page enables agents to analyze assignments, review announcements, and monitor upcoming tasks. Tier 1 agents have additional capabilities to analyze performance metrics and access assigned training courses, facilitating continuous improvement. ## Lists Accessible through the list icon, this feature allows agents to view and manage various task lists such as incidents, catalog tasks, requests, and problems. Agents can create new lists or customize existing ones from the My Lists tab, supporting personalized task management and prioritization. ## Inbox The inbox, opened from the left navigation pane, supports real-time chat interactions with requesters. Agents can toggle their status between Available and Away to control chat availability. Chat requests from Service Portal users are routed to agents configured in the Agent Chat Queue group. * **Automatic chat assignment enabled:** Chats are automatically assigned to agents, creating an interaction record for continuous conversation management. Chats may open as active or non-active tabs depending on the Chat - Most Capacity assignment rule settings. * **Automatic chat assignment disabled:** Agents manually accept or reject chat conversations. Accepting a chat creates an interaction record, enabling ongoing communication. * Chats conclude when either the requester or the agent ends the conversation, closing the interaction. ## Record View Agents can open task records directly from the landing page or lists. The record view presents comprehensive task details, supporting informed decision-making and efficient resolution. ## Practical Benefits for ServiceNow Customers * Centralized workspace for managing ITSM tasks and communications. * Improved agent efficiency through customizable lists and real-time chat handling. * Enhanced visibility into assignments, performance, and training for Tier 1 agents. * Flexible chat assignment options to suit organizational workflows. You can navigate through the Service Operations Workspace to get an overview of how an agent can prioritize tasks and provide resolution. ## Landing page {#service-operations-workspace-ui__section_ugf_ycn_nsb} In Service Operations Workspace, you can access the landing page by selecting the home icon (![Home icon]()) from the left navigation pane. An agent can analyze assignments and view announcements and upcoming tasks. Tier 1 agents can also analyze the performance and view the assigned courses. For information about the landing page, see [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."). ## Lists {#service-operations-workspace-ui__section_cgg_22n_nsb} In Service Operations Workspace, you can access the lists by selecting the list icon (![List icon]()) from the left navigation pane. An agent can analyze the individual lists of incidents, catalog tasks, requests, problem, and so on, and take appropriate action. From the My Lists tab, an agent can create a separate list or a different version of the existing list. For information about creating a list, see [Create a list in Service Operations Workspace](https://www.servicenow.com/docs/8fH3joA2AQqMevmR48HLnA "Create a list or use an existing list to create a list."). Figure 1. List tab ## Inbox {#service-operations-workspace-ui__section_cn5_hn3_ysb} In Service Operations Workspace, you can the open inbox from the left navigation pane. An agent can set their status to Available or Away to open or close the inbox for chat requests. When a requester initiates a chat conversation from any Service Portal page, the chat interaction appears in the inbox of all agents who are configured as group members for Agent Chat Queue. For information about inbox configuration, see [Configure the inbox in Service Operations Workspace](https://www.servicenow.com/docs/sq5Pv8sOSwFi0n9I0KeG8A "Enable an agent to receive and respond to chat conversations initiated from Service Portal."). The following scenarios are possible for assignment of chat conversation to an agent. * When the automatic assignment of chat conversations is enabled, the chat conversation is automatically assigned to the agent, an interaction record is created in Service Operations Workspace, and the agent can continue the chat conversation. Based on options selected in the Chat - Most Capacity assignment rule, the interactions can open as non-active tabs in the inbox. For information on enabling automatic assignment of chat conversations using this assignment rule, see [Enable automatic assignment of interactions to an agent](https://www.servicenow.com/docs/McG6QR~ywnrbs2MqMp1TvA "Automatically accept chat conversations for an agent without having to accept or reject them in the inbox."). * When the automatic assignment of chat conversations is not enabled, the agent can then approve or reject the chat conversation. When the agent accepts the chat conversation, an interaction record is created in Service Operations Workspace and the agent can continue the chat conversation. {#service-operations-workspace-ui__ul_x15_4fr_h5b} When the requester in Service Portal or the agent in Service Operations Workspace ends the chat conversation, the interaction is closed. Figure 2. Inbox ## Record view {#service-operations-workspace-ui__section_ntw_1fn_nsb} In Service Operations Workspace, you can open any task record from the landing page or from the associated list. The record view provides complete information about the task record. Figure 3. Record view **Related concepts** * [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 tasks** * [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.")