---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/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 July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

ServiceNow®
Service Operations Workspace is a configurable workspace 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](E_YTnG~W1~m4lb1jAmWFaQ "Use this reference to understand the key terms and roles in Service Operations Workspace which includes agent types, request, structures and configuration concepts.") | [Exploring Service Operations Workspace for ITSM ![Explore]() Learn about Service Operations Workspace for ITSM concepts and features.](9FE0sBgzenU_xfUVql1zdA "You can have a unified and seamless experience when managing the life cycle of task records such as incidents, requests, and walk-ups in IT Service Management workflows using Service Operations Workspace (SOW) for ITSM.") | [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_epq_skg_1nb}

[Contact Customer Service and Support](https://support.servicenow.com/now?draw=case)