Manage configurations in Service Operations Workspace for ITSM

From a single page, quickly access and manage the customizations in Service Operations Workspace (SOW) for ITSM, access additional plugins that extend the Service Operations Workspace for ITSM capabilities, and access ServiceNow help.

Before you begin

Role required: sn_sow_itsm_admin.sow_admin_user, admin, change_manager

About this task

The Admin Center consists of the following tabs:

• Overview: Provides access to all customizations available in Service Operations Workspace for ITSM.
• Configurations: Provides access to page-related customizations available in Service Operations Workspace for ITSM. For example, the landing page, incident record page, and modern change management page.
• Learning: Provides access to learning resources to assist the admins in gaining a deeper understanding of SOW configuration. These resources are designed to provide users with the necessary knowledge and skills to effectively configure and manage ITSM.

Procedure

1. Navigate to All > Service Operations Workspace Admin Center > Overview.
2. Optional: If not already installed, from the Configure ITSM Core section, install applications such as Incident Management.
3. Select any of the following options.

   Option	Description
   Migrate configurations and customizations from ITSM Agent Workspace to SOW for ITSM	On the Overview tab, from the Initial Setup section, select the Migrate from ITSM Agent Workspace to SOW option. For information about this migration utility, see Migration from ITSM Agent Workspace to Service Operations Workspace for ITSM.
   Configure the landing page	On the Overview tab, from the Initial Setup section, select the Configure the landing page option. To modify the landing page redirection properties, do the following steps. Select Landing Page Configurations > Landing page redirection. For the required property, select Configure. For information about these properties, see Redirect non-admin users to Service Operations Workspace. Edit the property and select Update. To configure landing page sections, do the following steps. Select Landing Page Configurations > Landing page. If available, select Configure beside the following landing page options to configure them and use the toggle switch beside the options to modify the visibility. Greeting message that is displayed as a header. For tier 1 and tier 2 agents, the default list view visibility for donuts. Collapsing the list view reduces the page load time and it can be expanded by selecting any donut card. For tier 1 and tier 2 agents, customizations for various landing page sections such as Overview (donut cards), Announcements, Quick Links, and Upcoming, and also the visibility for a few of these sections. For tier 1 agents, visibility of the Getting started section that provides an overview of key features in Service Operations Workspace. For information about landing page customizations, see Customizing Service Operations Workspace for ITSM to align with your requirements.
   Configure the availability and order of contextual side panel tabs for record pages	On the Overview tab, from the Initial Setup section, select the Configure the contextual side panel option. The Contextual side panel configurations page is displayed. To configure the availability of a tab for all applicable pages in SOW for ITSM, do the following steps. Select the associated app route for the required tab. From the More Actions drop-down, select Activate or Deactivate. To modify the order of a tab for all applicable pages in SOW for ITSM, edit the Order field for the associated app route. Note: Ensure that the user's scope is set to that of the app route.
   Configure the SOW properties	On the Overview tab, from the Initial setup section, select the Configure option. Select SOW Properties and then configure any of the following options: Email notification redirection to SOW: Configure the email notifications to redirect the users to the Service Operations Workspace (SOW) view instead of Classic UI16. For more information, see Email notification redirection for incident and major incident. Set display count to improve list loading: Configure the fuzzyCount property to modify how the number of records is displayed on the Service Operations Workspace (SOW) list page. Configuring the fuzzyCount property helps improve the system performance. For more information, see Configure the list page in Service Operations Workspace for ITSM. Reference field auto-load behavior: Use the option to configure the Reference search on click  (ref_search_on_click) UX page property. When the property is set to false, selecting empty reference fields such as Configuration item, Service offering, and Service or when user starts typing input on the reference fields displays only the recent selection values instead of automatic searching and displaying the results of all the field values available in the system. Hide contextual side panel for specific table and tab combinations: Allows admins to define specific table and tab pairs in Service Operations Workspace (SOW) where the page default contextual side panel is hidden, prioritizing the embedded contextual side panel within the tab content instead. For more information, see Hide contextual side panel.
   Configure SOW vs Classic UI16 redirection	Enables you to configure the redirection of the classic UI16 module navigation links such as forms and lists across all or selected application, for selected or all users, and user groups to the equivalent Service Operations Workspace (SOW) experience. Available options: Global configuration for all users redirection Custom configuration For more information, see Redirect UI16 module links to Service Operations Workspace.
   Configure the incident record page	On the Overview tab, from the Incident Management section, select the Configure option. On the Incident record page, configure any of the incident record elements using any of the following options: Overview: Configure any of the following options for the Overview tab. Tab visibility for tier 1 agents: Configure the visibility settings to display the Overview tab for the tier-1 agents. You can also configure the user criteria to include or exclude users with other roles and user groups. Note: By default, the Overview tab is displayed for the tier-1 agents. When you choose to hide the Overview tab for the tier-1 agents, the Details tab opens by default. This option is available only if the glide.ux.user_criteria_enabled property is true. For more information, see Enable the user criteria property. Summary: Configure the fields layout, UI elements and the visible data content on the Summary section of the Overview tab. Impact: Configure the fields layout, UI elements and the visible data content on the Impact section of the Overview tab. Cause: Configure the fields layout, UI elements and the visible data content on the Cause section of the Overview tab. Resolution: Configure the fields layout, UI elements and the visible data content on the Resolution section of the Overview tab. Details: Configure any of the following options for the Details tab. Record: Provides further details on the incident record. Configure the fields layout, UI elements, and the visible data content of the Details tab using form builder. New record: This layout appears when an agent creates an incident record. Configure the fields layout, UI elements, and the visible data content of the Details tab using form builder. Response templates: Create and configure response templates for incidents. Response templates are used as reusable messages that you can copy and paste in the required areas such as email or chat for a quick response. To use the response template feature, the users must have the sn_templated_snip.template_snippet_reader role. The number of the response templates created for the incident table is displayed in this section. For more information on defining and configuring the response templates for incident tables in Service Operations Workspace, see Response templates. Incident management properties: Configure the incident features using the incident management properties. For more information on configuring incident management properties, see Incident Management properties. For more information about configuring the field layout, UI elements and the visible data content using form builder, see Customize forms within a form component. For information about incident record page customizations, see Customize the incident record page.
   Configure the Major Incident Management features	On the Overview tab, from the Major Incident Management section, select the Configure option to configure the Major Incident Management features. Configure any of the following options: Major incident manager role Major incident trigger rules Communication templates Communication plans Playbook Email notifications Timeline configurations for post incident report. For more information on the configurations of features in Major Incident Management in Admin Center, see Configuring Major Incident Management in Service Operations Workspace.
   Configure the Problem Management features	On the Configurations tab, select the Problem Management option. Configure the following options. Problem record: choose whether to enable the overview tab, and configure the problem record UI elements and the visible data content. For more information, see Customize forms within a form component Problem task record: configure the problem task record UI elements and the visible data content. For more information, see Customize forms within a form component
   Configure the Change Management features	On the Configurations tab, select the Change Management option. Configure the following options. Modern change adoption: Contains widgets which navigates to the configuration pages for change models, change approval policies, risk and success scores, and automating DevOps changes. Change models: Create optimized change state models with policy-based automation capabilities that are fit-for-purpose to increase change efficiency and velocity. Create change models, change model condition types, and change flows through this section. For information on creating a change model, see Create a Change model. For information on creating change model condition types, see Create predefined transition condition types. For information on configuring flows, see Flow Designer. Change approval policies: Create change approval policies to streamline your approval process. Ensure that changes gain the approvals needed to drive stability and compliance, without compromising on change velocity. Create change approval policies and definitions through this section. For information on creating change approval policies, see Create change approval policies. For information on creating approval definitions, see Create approval definitions. Risk and success scores: Use data-driven risk capabilities (risk conditions, risk calculations, and ML-based risk intelligence) to take the subjectivity out of risk and have automatic, data-driven determinations. Create risk conditions, change success score ratings, success probability definitions, risk assessments, and calculated risk score through this section. For information on creating risk conditions, see Risk conditions and calculation. For information on creating change success score ratings, see Change success score. For information on creating success probability definitions, see Success Probability definitions. For information on creating risk assessments, see Risk assessment. For information on calculated risk score, see Calculated Risk Score. Note: You can also navigate to the Change Success Dashboard to see trends in resolution efficiency for a team, change type, or change model over time based on the parameters used to calculate the overall success score. For more information, see Exploring ITSM Success Dashboard indicators. Automate DevOps changes: Automate DevOps changes with DevOps Change Velocity. Connect and configure tools from your DevOps toolchain with our DevOps data model to drive enhanced DevOps change traceability. Automatically create changes from CI/CD pipeline executions with relevant DevOps data attached and leverage that data to drive full change approval automation. For more information, see DevOps Change Velocity. Change record: Configure the change record UI elements and the visible data content. For more information, see Customize forms within a form component. Change task record: Configure the change task record UI elements and the visible data content. For more information, see Customize forms within a form component.
   Configure the On-Call Scheduling features	On the Configurations tab, from the SOW configurations section, navigate to the On-call Scheduling tile and select Configure. Configure any of the following options through a guided experience to improve the productivity of group managers and on-call agents. On-call user groups and preferences. For information about these preferences, see Configure preferences for a user group. On-call templates Schedule templates. For information about on-call schedules, see Configure or update an On-Call schedule and Update a schedule entry. Group templates. For information about group templates, see Create a group template to simplify configuring schedules and Create a shift template to simplify configuring shifts. Escalation policy templates. For information about escalation policy, see Create an escalation policy. Contact preference templates. For information about contact preferences, see Configure my availability and contact preferences. On-call trigger rule table configuration. For information about creating and configuring trigger rule table config, see Configure a table for escalation trigger rules. On-call properties. For information about these properties, see System properties for On-Call Scheduling. Update the configuration and mark it complete, or skip the configuration. Note: You can restart a skipped configuration.
   Configure the Service Reliability Management sections	On the Configurations tab, select the Service Reliability Management option. Configure any of the following options: Assign and import Governance and Autonomy Integrations Note: This option isn’t available for the SOW admin role. For more information on the various roles in the Admin Center, see Admin Center in Service Operations Workspace for ITSM. For information about Service Reliability Management configurations, see Service Operations Workspace setup for SRM.
   Configure the Notify features	On the Configurations tab, from the SOW configurations section, navigate to the Notify tile and select Configure. Configure the following options: Configure your provider preferences. Configure Notify properties For more information on configuring Notify, refer Configuring Notify in Service Operations Workspace.