Service Operations Workspace for ITSM release notes
Summarize
Summary of Service Operations Workspace for ITSM Release Notes - Australia Release
The ServiceNow® Service Operations Workspace (SOW) for IT Service Management (ITSM) is a configurable workspace designed to unify agent experiences across ITSM and IT Operations Management capabilities. The Australia release introduces several enhancements aimed at improving navigation, administrative control, contextual information display, and incident management efficiency. SOW for ITSM version 9.0 is included by default in the Australia release and is automatically installed during upgrades from previous versions via the ServiceNow Store.
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Key Features
- UI16 Module Link Redirection: UI16 module navigation links are redirected to corresponding SOW experiences, improving the fulfiller experience. This redirection is enabled by default in new instances and configurable in upgrades via the SOW Admin Center, allowing targeted enabling for specific user groups or tables.
- Granular Admin Role Mapping: New granular admin roles provide full administrative access to SOW configuration and property pages without requiring the global administrator role, enhancing security and role management.
- Contextual Side Panel Control: Administrators can hide the primary contextual side panel for specific table and tab combinations in favor of embedded contextual panels, focusing agents on relevant information.
- Reference Field Auto-Load Configuration: The auto-loading behavior for reference fields (e.g., Configuration item, Service offering) can be configured via the SOW Admin Center to optimize field value searching and loading.
- Checklist Management Within Workspace: Service desk agents can create, manage, and track checklists for Request and Requested Item (RITM) records directly in the workspace to ensure all required steps are completed.
- AI Incident Summary and Resolution Suggestions: Agents can leverage AI-generated incident summaries and suggested resolution plans on the Overview tab (or Details tab if Overview is hidden) to expedite incident investigation and resolution.
- Post Incident Report (PIR) Actions: Users with incidentwrite role and co-contributor status can update PIR states, publish PIRs, refresh incident summaries, manage co-contributors, and trigger custom events, streamlining post-incident workflows.
- Recent List Link Enhancement: Selecting recent incidents, interactions, or tasks in the record side panel now displays the 10 most recent records regardless of timeline, with an option to view all, improving record accessibility.
Activation and Administration
Service Operations Workspace for ITSM activates automatically with version 9.0 in the Australia release. Administrators can control new features such as UI16 link redirection and contextual panel visibility through the SOW Admin Center using granular admin roles. This enables precise configuration without granting full admin privileges.
Related Applications and Features
SOW for ITSM integrates with key ServiceNow ITSM applications and features including:
- Change Management
- Incident Management
- Interaction Management
- Notify (SMS and voice communication)
- On-Call Scheduling
- Password Reset
- Predictive Intelligence
- Problem Management
- Recommended Actions for ITSM
- Request Management
- Service Level Management
- Service Operations Workspace for ITOM
- Walk-up Experience Management
These integrations provide agents with comprehensive tools to manage incidents, changes, requests, communications, and operational workflows efficiently within a unified workspace.
The ServiceNow® Service Operations Workspace (SOW) application is a configurable workspace that provides a unified agent experience for multiple IT Service Management and IT Operations Management capabilities. Service Operations Workspace for IT Service Management was enhanced and updated in the Australia release.
ServiceNow® highlights for the Australia release
- Redirect UI16 module navigation links to the equivalent SOW experience.
- Access SOW configuration and property pages of various SOW applications using granular admin roles.
- Improve the focus on relevant contextual information by hiding the contextual side panel for a specific table and tab combination.
- Configure reference field auto-load behavior from the SOW Admin Center.
- Enable service desk agents to easily create, manage, and track checklists for Request and RITM records directly within the workspace to confirm that all steps are completed.
See Service Operations Workspace for ITSM for more information.
New in the Australia release
- UI16 links to SOW redirection behavior
- Improve the fulfiller experience by redirecting UI16 module links such as forms and lists to the equivalent SOW experience. The UI16 module link redirection behavior is supported for all the applications in SOW when the system property sn_sow_itsm_admin.experience_redirection_enabled.sow is set to true.
For new instances, this redirection configuration is automatically available in the base system. For upgrade instances, administrators can configure the redirection behavior from the SOW Admin Center. You can enable this feature for the UI16 links and user groups or specifically for a custom table. You can also enable this feature for specific user groups or all user groups within the custom table or applications in SOW.
- Mapping granular admin roles with SOW granular roles
- Using granular admin roles, provide full administrative access to the configuration and property pages for the applications in SOW without requiring the administrator (admin) role. These granular admin roles are mapped with ACLs and contain the corresponding existing SOW granular roles.
- UX property to hide contextual side panel
- Use the Hide contextual side panel for specific table and tab combination option from the SOW Properties section in the SOW Admin Center to configure the hide ContextualSidebar UX page property. This property enables you to define the table with tab combination for which the default primary contextual side panel must be hidden, prioritizing the embedded contextual side panel within the tab instead.
Changed in this release
- Configure reference field auto-load behavior from SOW Admin Center
- Use the Reference field auto-load behavior option from the SOW Properties section of the SOW Admin Center to configure the Reference search on click (ref_search_on_click) UX page property. The option enables you to configure the automatic searching of field value results displayed for reference fields such as Configuration item, Service offering, and Service.
- Recent list links in SOW record
- Selecting the Recent incidents, Recent interaction, or Recent tasks links from the Record information side panel of a SOW record displays the 10 most recent records irrespective of their timeline instead of showing the records from last seven days. You can select the View All option to view additional records as well.
Activation information
Service Operations Workspace for ITSM is active by default and its default version is 9.0 in Australia. When you upgrade from any previous release to Australia from the ServiceNow Store, Service Operations Workspace for ITSM 9.0 is automatically installed.