Service Operations Workspace for ITSM user interface
Summarize
Summary of Service Operations Workspace for ITSM user interface
The Service Operations Workspace for ITSM provides a unified interface that enables agents to efficiently prioritize tasks, manage assignments, and resolve issues. It facilitates streamlined navigation through key areas such as the landing page, lists, inbox, and detailed task records, supporting effective workload management and communication.
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Landing page
Accessible via the home icon in the left navigation pane, the landing page offers agents an overview of their assignments, announcements, and upcoming tasks. Tier 1 agents additionally can review performance metrics and assigned courses, helping them stay informed and prepared.
Lists
Agents can access and analyze categorized lists of incidents, catalog tasks, requests, and problems by selecting the list icon. The My Lists tab allows agents to create new lists or customize existing ones, enabling personalized task tracking and prioritization.
Inbox
The inbox, reachable from the left navigation pane, supports chat interactions with requesters. Agents can toggle their availability status to manage incoming chat requests. When automatic assignment is enabled, chat conversations are assigned and opened automatically; otherwise, agents can manually accept or reject chats. The interaction lifecycle is integrated into the workspace, with chat records created and closed accordingly.
Record view
Agents can open any task record from the landing page or lists to view detailed information, allowing them to take informed action and resolve issues effectively.
Practical benefits for ServiceNow customers
- Centralized workspace for managing ITSM tasks and communications
- Improved agent productivity through prioritized task views and performance insights
- Enhanced collaboration via integrated chat inbox with automatic or manual assignment
- Customizable lists to tailor task management to individual preferences
- Seamless navigation between overview, detailed records, and communication channels
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 Create a list in Service Operations Workspace.
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.