Service Operations Workspace for ITSM user interface
Summarize
Summary of Service Operations Workspace for ITSM user interface
The Service Operations Workspace (SOW) for IT Service Management (ITSM) offers a unified interface designed to help agents efficiently prioritize and resolve tasks. It centralizes access to key functions such as task management, chat interactions, and performance tracking, enhancing agent productivity and service delivery.
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Key Features
- Landing Page: Accessible via the home icon in the left navigation pane, the landing page provides agents with an overview of assignments, announcements, and upcoming tasks. Tier 1 agents can additionally monitor performance metrics and assigned training courses.
- Lists: Agents can view and manage various task lists—including incidents, catalog tasks, requests, and problems—via the lists icon. The My Lists tab enables creation or customization of task lists, allowing agents to tailor their workflow to their needs.
- Inbox: The inbox manages chat interactions initiated by requesters through Service Portal. Agents can toggle their availability status to receive or pause chat requests. Chat conversations can be automatically assigned based on capacity rules or manually accepted by agents, with interaction records created to track each conversation. Chats close when either party ends the session.
- Record View: Detailed task records can be opened directly from the landing page or lists, providing agents with comprehensive information to take appropriate action.
Practical Benefits for ServiceNow Customers
- Streamlines agent workflows by consolidating task management and communication tools into a single workspace.
- Improves response time and resolution efficiency through prioritized task views and integrated chat support.
- Enables customization of task lists to match individual or team preferences, enhancing focus and productivity.
- Supports dynamic chat assignment to balance agent workload and optimize service availability.
You can navigate through the Service Operations Workspace to get an overview of how an agent can prioritize tasks and provide resolution.
Landing page
In Service Operations Workspace, you can access the landing page by selecting the 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.
Lists
In Service Operations Workspace, you can access the lists by selecting the 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 ../task/create-list-sow.html.
Inbox
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.
- 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.
- 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.
When the requester in Service Portal or the agent in Service Operations Workspace ends the chat conversation, the interaction is closed.
Record view
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.