Service Operations Workspace for ITSM landing page

Release version: Australia

Updated April 21, 2026

5 minutes to read

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Summary of Service Operations Workspace for ITSM landing page

The Service Operations Workspace (SOW) for ITSM landing page provides agents with quick and consolidated visibility into their assigned work, announcements, and upcoming tasks. It is designed to enhance productivity by allowing tier-1 and tier-2 agents to efficiently monitor and act on incidents, tasks, and other ITSM records. Access requires the itil role, with tier-1 agents belonging to a service desk group and tier-2 agents not belonging to one.

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Key Features

Header Section: Displays personalized greeting, shift details, and alert notifications. Tier-1 agents with appropriate roles can access shift schedules when the Shift Planning app is enabled.
Overview Section: Visual donut charts summarize assignments such as incidents, catalog tasks, problems, and change requests based on agent tier. Selecting parts of the donuts reveals record lists that can be previewed and updated directly in the workspace.
Announcements Section: Lists important notifications for agents in list or grid views, customizable to fit organizational needs.
Upcoming Section: Shows tasks scheduled for today and tomorrow, including tasks delegated by others. When Workforce Optimization for ITSM is enabled, it also displays upcoming shifts, events like training and time off, skill review requests, and shift sign-up opportunities.
Quick Links Section: Displays user-specific links configured for fast navigation relevant to the agent’s work.
Explore Key Features Section: Provides onboarding guidance to help users get started with SOW for ITSM.
My Performance and My Active Learning Sections: Available when Workforce Optimization for ITSM is activated, these sections allow agents to track performance targets and monitor learning tasks including assigned and self-enrolled courses.

Use Cases

Tier-1 Agents: Gain visibility into individual and team assignments, monitor SLAs, manage priority incidents, and analyze catalog tasks and unresolved incidents.
Tier-2 Agents: Access a broader range of records including problems, change requests, and catalog tasks, along with upcoming tasks and announcements.

Practical Benefits

This landing page centralizes task management, improves response times by highlighting critical incidents and SLA breaches, and supports proactive workload planning with shift and event visibility. Customizable sections allow organizations to tailor the workspace to their agents’ workflows, enhancing efficiency and engagement.

Additional Information

Customization options are available for the header message, donut visualizations, announcements, upcoming tasks, and quick links to align with organizational requirements. Activating Workforce Optimization for ITSM unlocks advanced scheduling, performance tracking, and learning management features within the workspace.

An agent can get quick visibility into the work assigned, view announcements, and view upcoming tasks.

Roles required to access the landing page

A user should have the itil role to access the landing page. A tier-1 agent is an itil user who belongs to a service desk group. A tier-2 agent is an itil user who doesn’t belong to a service desk group. For more information about redirection of tier-1 and tier-2 agents to the respective landing page, see Redirect non-admin users to Service Operations Workspace.

Use cases

For examples of how people in your organization can use this landing page, see these use cases. Unless specified otherwise, various sections of the landing page are available for both tier-1 and tier-2 agents.


User	Use case
Tier 1 agent	Get quick visibility into the work assigned to the agent or the agent's team before starting the day. Analyze incidents and catalog tasks that need attention and navigate to the records on which action should be taken. Monitor incidents with service level agreements (SLAs) that have been breached or at risk, open P1 incidents, or the ones not updated in 24 hours. To use the features in Workforce Optimization for ITSM, see the Explore key features in Workforce Optimization for ITSM section.
Tier 2 agent	Get quick visibility into the work assigned to the agent and the agent's team before starting the day. Analyze incidents, problems, change requests, and tasks that need attention and navigate to the records on which action should be taken. View the upcoming tasks and announcements. Access the recently viewed items.

Landing page sections


Section	Description
Header	This section displays the greeting text and shift details of the agent. For information about how you can customize this section, see Configure the header message on the landing page. The image on the banner of the header section in the SOW landing page supports custom themes for a more personalized experience.For more information, see Configure the space man on the landing page. The alert notification displayed on the banner of the pages in SOW is expanded automatically to adjust and fit the complete message. For more information, see Configure the header message on the landing page. Figure 1. Header section Note: A tier-1 agent with the sn_shift_planning.agent role can navigate to the shift schedule when the Shift Planning for Configurable Workspace application (sn_uib_agent_sp) is enabled. Figure 2. Shift schedule of an agent
Overview	From this section, an agent can get an overview of various assignments from the donuts. Important: A tier-1 agent can get an overview of catalog tasks and unresolved incidents assigned to the agent or the agent’s group. A tier-2 agent can get an overview of problems, change requests, catalog tasks, and unresolved incidents assigned to the agent or the agent’s group. A tier-1 or tier-2 agent can view tasks delegated to the agent by other users. When an agent selects any part of the donut area, the associated records are displayed in the list view. When an agent selects the center of the donut area, all records associated with that card are displayed in a list view. From these list views, you can preview and update the record information in the workspace view for the following records by pointing to a record and selecting the preview icon (): Incident Problem Interaction Change Request For information about customizing this section, see Configure the donuts in the tier 1 landing page.
Announcements	This section notifies an agent of any announcements. The agent can view them in a list view or grid view. For information about how you can customize this section, see Configure the Announcements section on the landing page. Figure 3. Announcements section
Upcoming	This section reminds agents of the upcoming tasks for the same day and next day. You can select the link to access the task.If there’s a single record for the task type, the record opens. If there are multiple records for the task type, it opens a list of all records in a new tab. Note: An agent can also view tasks delegated to the agent by other users. The Today tab shows tasks that you may want to attend to on the current day. The Tomorrow tab shows tasks coming up the day after the current day. When the Workforce Optimization for ITSM plugin (sn_wfo_cfg_itsm) is activated, you can also view your upcoming shift information and the following tasks are displayed in this section: Events: Number of events such as training and time off that's related to your shifts. Note: If you have an upcoming PTO on the day after the current day, in the Upcoming section, the Today list will display that you have an upcoming PTO the next day. If you are on PTO the current day, this list does not display that you have a PTO. Shifts: Number of work shifts. Skill review requests: Number of requests from your manager to review your skills. Shift sign-ups: Shifts that you can sign up for that are due on the current day and the day after the current day. For more information on Workforce Optimization for ITSM in Service Operations Workspace, see Service Operations Workspace - Scheduling. For information about how you can customize this section, see Configure the Upcoming section on the landing page.
Quick links	This section displays the configured quick links. For information about how you can customize this section, see Add a user-specific quick link on the ITSM landing page. Figure 4. Quick links section
Explore key features in Service Operations Workspace	It provides an onboarding experience by specifying all key features to get started with Service Operations Workspace for ITSM. Figure 5. Onboarding section
My performance	Analyze performance targets set by your manager. Important: This section is displayed only when the Workforce Optimization for ITSM plugin (sn_wfo_cfg_itsm) is activated.
My active learning section	Monitor learning tasks that you must complete. This section displays up to three learning tasks, which could include learning paths and courses that are new, due soon, or overdue. These tasks are either the ones that have been assigned to you or the ones you chose to self-enroll. The tasks are sorted by the due date and they're highlighted in red when they're overdue. You can also see the remaining duration to complete a task that you can select and complete. Important: This section is displayed only when the Workforce Optimization for ITSM plugin (sn_wfo_cfg_itsm) is activated. For more information, see Service Operations Workspace - Learning.