--- 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 # Service Operations Workspace for ITSM {#ariaid-title1} Release version: Australia Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read ServiceNow® Service Operations Workspace is a configurable workspace included in ITSM Professional and Enterprise subscriptions 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. ## Service Operations Workspace overview {#sow-landing-page__section_sow_intro} Service Operations Workspace provides a unified interface for IT service agents to manage incidents, changes, requests and approvals. It supports configurable dashboards, list views, and record pages for ITSM and ITOM workflows. For information about how you can automate and optimize your services and operations using Service Operations Workspace, see [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). ## Get started with Service Operations Workspace for ITSM {#sow-landing-page__section_jmy_rsk_trb} |-|-|-| | Terminology used in Service Operations Workspace for ITSM ![SOW terminology]() Learn about the frequently used terms in Service Operations Workspace for ITSM | [Exploring Service Operations Workspace for ITSM ![Explore]() Learn about Service Operations Workspace for ITSM concepts and features.](9FE0sBgzenU_xfUVql1zdA "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.") | [Configuring Service Operations Workspace for ITSM ![Get started]() Learn about the implementation and configurations in Service Operations Workspace for ITSM](xzn9dWkLtGexHqqFhn6j9g "You can configure Service Operations Workspace so that agents can manage IT fulfillment volume efficiently.") | | [Operating IT services in your organization ![Operating IT Services]() Start operating IT services in your organization](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 ![Managing IT services]() Promptly investigate the root cause and resolve the incidents](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 ![Optimizing IT services]() Enhance and optimize IT services in your organization](A0IllaOFOGKZt5V3Hsni2Q "You can leverage a few Service Operations Workspace integrations to enhance and optimize IT services in your organization.") | [ ] {#sow-landing-page__table_iwv_lpv_klb} ## Common tasks {#sow-landing-page__section_common_tasks} Use the following links for the frequently performed tasks in Service Operations Workspace for ITSM. * [Create an incident in Service Operations Workspace](https://www.servicenow.com/docs/DX7Hz9WAFvHCv6apiiNpGg "Track the investigation, possible solutions, and resolution of a problem for a customer.") * [View and approve records in Service Operations Workspace](https://www.servicenow.com/docs/MJhCfdA8cdHVRgbolY6hBQ "Access the My Approvals in SOW to manage the approval requests for change, request, catalog task, and requested item.") * [Manage the dashboard in Service Operations Workspace](https://www.servicenow.com/docs/7hurDphjSarze9Ai36KlNA "Add or edit the cards that are to be viewed on the IT Agent Dashboard in Service Operations Workspace.") * [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.") * [Configure a task record form in Service Operations Workspace](https://www.servicenow.com/docs/BM3w9bR5khLWAVK2PF5BYQ "Configure a task record form in Service Operations Workspace by modifying the form layout or related lists from the classic ServiceNow AI Platform user interface.") {#sow-landing-page__ul_gfn_ws2_zjc} For information about Service Operations Workspace for ITOM, see [Service Operations Workspace for ITOM](https://www.servicenow.com/docs/access?context=sow-landing-page-itom&version=australia&pubname=australia-it-operations-management&ft:locale=en-US). ## Helpful resources {#sow-landing-page__section_helpful_resources} Here are some additional ServiceNow resources that can help you: Release Notes : Learn more about what's new and changed. See the [https://www.servicenow.com/docs/access?context=service-operations-workspace-itsm-rn\&version=australia\&pubname=australia-release-notes\&ft:locale=en-US](https://www.servicenow.com/docs/access?context=service-operations-workspace-itsm-rn&version=australia&pubname=australia-release-notes&ft:locale=en-US). ServiceNow University : Access real-time courses, self-paced training, and career resources, such as [Service Operations Workspace (SOW) Bootcamp](https://learning.servicenow.com/lxp/en/it-service-management/service-operations-workspace-sow-bootcamp-on-demand?id=learning_course_prev&course_id=40a623454704da10123f3975d36d43cc&s=1&ssa=3) and more, from [ServiceNow University](https://learning.servicenow.com/lxp/en/pages/servicenow). Best Practices : Explore the Best Practices content library to access resources and proven guidance that help accelerate the implementation Service Operations Workspace features at [Service Operations Recommended Implementation Sequence](https://mynow.servicenow.com/now/best-practices/assets/service-operations-recommended-implementation-sequence). YouTube : Learn more about the Service Operations Workspace and related ITSM features. Watch [Service Operations Workspace Academy: Getting Started with SOW](https://www.youtube.com/watch?v=gIw06ID_1KY) on YouTube. ServiceNow Community : Connect with other Service Operations Workspace users at [ServiceNow Community](https://www.servicenow.com/community/service-operations-workspace/ct-p/service-operations-workspace).