Configuring Service Operations Workspace for ITSM

Configure Service Operations Workspace so that agents can manage IT fulfillment volume efficiently.

For information about configuring Service Operations Workspace for ITOM, see Configuring Service Operations Workspace for ITOM.

• Setting up Service Operations Workspace for ITSM
  Setting up Service Operations Workspace helps an agent get started with using its features and capabilities.
• Setting up Investigation Framework in Service Operations Workspace
  Set up the Investigation Framework in Service Operations Workspace to enable the display of the CI metrics information on the Investigation tab of the Incident records.
• Setting up Major Incident Management in Service Operations Workspace
  Set up Major Incident Management (MIM) to manage major incidents from the incident record page in Service Operations Workspace. A major incident (MI) is an incident that results in significant disruption to the business and has a high business impact.
• Configuring Recommendation Framework in Service Operations Workspace
  You can enable an agent working on an incident to view predictions provided by Recommendation Framework.
• Configuring Recommended Actions for ITSM in Service Operations Workspace
  Enable an agent working on an incident to view the relevant recommendations provided by Recommended Actions for ITSM.
• Admin Center in Service Operations Workspace for ITSM
  The Admin Center provides centralized control of the instance to admins. It provides effortless, quick access to manage all customizations in Service Operations Workspace (SOW) for IT Service Management (ITSM), and additional plugins that extend the Service Operations Workspace for ITSM capabilities.
• Customize the Service Operations Workspace for ITSM landing page
  You can customize the data displayed in sub pages of the landing page that is available in the base system. For any visual styling changes, you need to create a copy of that landing page and edit it.
• Configure record creation from the new tab menu in Service Operations Workspace
  Customize the records that can be created from the new tab menu in all pages of Service Operations Workspace.
• Configure the inbox in Service Operations Workspace
  Enable an agent to receive and respond to chat conversations initiated from Service Portal.
• Configure a task record form in Service Operations Workspace
  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.
• Customize the incident record page
  You can customize the Overview tab and the contextual side panel for an incident.
• Configuring Problem Management in Service Operations Workspace
  Configure aspects of Problem Management to accommodate your organization's workflow.
• Configure a record page tab in Service Operations Workspace
  Configure the display order of a record page tab in Service Operations Workspace.
• Configure contextual side panel tabs in Service Operations Workspace
  Add or delete tabs from the contextual side panel that is available in all record pages in Service Operations Workspace.
• Configure the Agent Assist tab in Service Operations Workspace
  Enable or disable the Agent Assist tab in the contextual side panel for the required record type.
• Configure the Assign or Resolve dialog box for an incident or change request in Service Operations Workspace
  Customize the fields displayed in the Assign and Resolve dialog box for an incident in Service Operations Workspace. Customize the fields displayed in the Assign dialog box for a change request in Service Operations Workspace.
• Configure search resources for an interaction
  You can configure additional search resources for an interaction to assist agents with quick resolution of the interaction.
• Customize the on-call support group recommendations
  Configure the support group recommendations that should be displayed in the Experts on-call panel for an incident.
• Create a task type for problem or change in Service Operations Workspace
  Configure a task type that can be used during problem or change creation.
• Configure the display of requester related records in an interaction
  For an interaction, ensure that related records of a requester are displayed as intended for Service Operations Workspace.
• Configure the task record information in the MS Teams Import tab
  Customize the task record fields displayed when you view or import a Microsoft Teams chat conversation.
• Specify the refresh duration for user presence in Service Operations Workspace
  Define the duration after which the user presence should be refreshed for all collaboration channels in Service Operations Workspace.
• AI Search in Service Operations Workspace for ITSM
  Intelligent query features enable you to quickly find the answers that you require. The Next Experience Unified Navigation search field enables you to search multiple record types and switch between global search results and results from the workspace applications that you can access.
• Configure notifications in Service Operations Workspace
  Customize notifications that are sent to an agent to update about various changes.
• Enable Computer Telephony Integration providers to interact with the Service Operations Workspace
  Enable an agent (with the sn_openframe_user role) to receive inbound calls and place outbound calls using the Computer Telephony Integration (CTI) interface.
• Configure Standard Record Page in Service Operations Workspace
  Configure individual record pages to display information and help them to update the customization easily.
• Install Universal Request for Service Operations Workspace
  You can install the Universal Request for Service Operations Workspace application (com.snc.universal_request) if you have the admin role. The application includes demo data and installs related ServiceNow® Store applications and plugins if they aren’t already installed.
• Install Universal Task for Service Operations Workspace
  You can install the Universal Task application (sn_uni_task) if you have the admin role. The application includes demo data and installs related ServiceNow® Store applications and plugins if they are not already installed.