Jumpstart your Service Operations Workspace
Summarize
Summary of Jumpstart your Service Operations Workspace
The Jumpstart Your Service Operations Workspace Accelerator is designed for Impact customers to showcase the capabilities of Service Operations Workspace by unifying IT Service Management (ITSM) and IT Operations Management (ITOM) into a single, streamlined experience. This offering helps customers get started quickly with key resources and best practices to drive adoption confidently.
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This Accelerator is available for Impact Guided, Guided+ (SV or PG), Advanced, and Total packages.
Key Features
- Session Preparation: A Technical Consultant provisions a temporary instance and activates/configures Service Operations Workspace.
- Customer Coaching Sessions:
- Session #1 (up to 1.5 hours): Provides an overview and demonstration of Service Operations Workspace, focusing on managing common ITSM processes such as incidents, problems, and changes within a unified interface. It also highlights personalized, configurable views to improve employee experience and promotes cross-team collaboration to expedite issue resolution. Leading practices and implementation guidance are reviewed.
- Session #2 (Optional, up to 1 hour): Dedicated Q&A session on Service Operations Workspace topics upon customer request.
- Output: Customers receive 30-day access to the temporary instance, ongoing support from the Technical Accelerator Consultant, a copy of the coaching session deck, and any requested resources.
Customer Roles and Responsibilities
- Platform Owner (Required): Oversees the ServiceNow platform, aligning team efforts with business strategy and ensuring governance.
- System Administrator(s) (Required): Maintains platform stability, manages application support, and executes configuration and feature delivery aligned with software releases.
- IT Service Desk Manager (Recommended): Provides subject matter expertise on managing the IT Service Desk.
- Service Desk Agent(s) (Recommended): Responsible for daily ITSM operations.
- Trusted Service Partners (Recommended): Participate in coaching sessions to learn best practices and potentially provide ongoing support.
Important Considerations
Additional legal terms, prerequisites, and requirements are detailed in the Impact Accelerator Terms Matrix.
ServiceNow does not perform implementation of recommended configuration changes on customer non-production or production instances; implementation responsibility lies with the customer.
This Accelerator provides a demonstration of the possibilities and capabilities of Service Operations Workspace.
Accelerator Overview
Jumpstart Your Service Operations Workspace provides Impact customers with a comprehensive overview of Service Operations Workspace, showcasing how to unify day-to-day IT Service Management (ITSM) and IT Operations Management (ITOM) activities in a single, streamlined experience.This Accelerator also equips customers with key resources and leading practices to help them get started quickly and drive adoption with confidence.
Package Availability
What you get
- Session Preparation
- The Technical Consultant:
- Provisions a temporary instance
- Activates and configures Service Operations Workspace
- Customer Coaching Session #1 (up to 1.5 hrs)
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Includes the following:
- Overview of Service Operations Workspace
- Demonstration of Service Operations Workspace
- Manage common ITSM processes such as incidents, problems, and changes easily within a unified navigation and interface.
- Improve overall employee experience with personalized, configurable views
- Collaborate across teams to resolve issues faster
- Review of leading practices and implementation guidance
- Customer Coaching Session #2 (Optional on Customer request – up to 1 hr)
- Opportunity for a Questions and Answers session related to Service Operations Workspace
- Output(s)
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- 30-day access to the temporary instance and Technical Accelerator Consultant with whom you met for any further questions or in-depth explorations
- Copy of the Coaching session deck
Requested customer resources
| Customer Resource | Responsibilities |
|---|---|
| Platform Owner (Required) | Responsible for the overall accountability of the ServiceNow platform. Provides leadership and oversight to the System Administrators, ensures team alignment to business strategy and the ServiceNow roadmap, and is actively involved in the overarching governance of the platform. |
| System Administrator(s) (Required) | Maintains the stability and usability of the ServiceNow platform by performing application maintenance, managing support for cases related to ServiceNow applications, and contributing to ServiceNow software releases by delivering configuration tasks and features. |
| IT Service Desk Manager (Recommended) | Subject matter expert responsible for managing IT Service Desk. |
| Service Desk Agent(s) (Recommended) | Subject matter expert(s) responsible for day-to-day ITSM operations. |
| Trusted Service Partners (Recommended) | Attends ServiceNow Impact Accelerator coaching session(s) to understand leading practices and potentially support customer going forward. |
Requested Information/Access
Exclusions
ServiceNow is not responsible for implementing any of the recommended configuration changes on Customer’s non-production or production instances.