Service Operations Workspace - Learning

Release version: Washingtondc

Updated February 1, 2024

2 minutes to read

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Summary of Service Operations Workspace - Learning IT Service Management

Service Operations Workspace Learning enables agents to review and complete learning courses and paths, gaining skills along the way. The platform provides personalized course recommendations based on individual and team activities, enhancing the learning experience.

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Key Features

Overview Tab: View active and completed learning tasks, including those assigned by managers and self-enrolled courses, organized by due date.
My Active Learning: Monitor tasks with completion progress and durations, and access all active tasks through a single view.
Completed Learning: Track courses and paths completed within the last 90 days.
My Skills: Analyze your current skill set and review recently used skills.
Recommendations: Discover new courses based on past activities and trending topics.
Discover Tab: Browse and filter the course catalog, view course details, and enroll in recommended learning opportunities.
My Learning Tab: Check pending courses, sort them by due date, and complete available surveys to enhance your skills.

Key Outcomes

By engaging with Service Operations Workspace Learning, agents can effectively manage their learning paths, acquire new skills, and stay updated on relevant courses. This results in enhanced professional development and improved performance in IT Service Management roles. Predictive Intelligence further enriches the experience by suggesting tailored learning options.

Use Service Operations Workspace Learning to review learning courses and paths and complete them.

As an agent, you can get recommendations on courses or paths that you may want to take, complete learning paths and courses, and add skills to your skills set when you complete them.

Overview tab

Use the Overview tab to view your active or completed learning tasks, skills you’ve used recently, and recommendations based on your past activities.


Section	Description
My active learning	View the learning tasks, which could include learning paths and courses. These include the ones that your manager has assigned to you and the ones you chose to self-enroll. They’re sorted by the due date and display the duration to complete the task and the completion progress. You can select View all active learning to view all of your active tasks.
Completed learning tasks in the last 90 days	Monitor the status of enrolled learning paths and courses that you've completed in the last 90 days.
My skills	Analyze how many skills that you have in your skills set at a given time including the skills you've recently used.
You may like	See recommendations that you may like based on your past activities or your teams' activities, what's trending, and courses that were added recently to your library.

Discover

Use the Discover tab to:

Browse the course catalog or filter them based on set criteria narrow down the display of them to what's relevant to you.
Analyze details for a course and path such as the time that it takes to complete them, or the skills you have gained recently.
Get learning recommended to you based on your past activities or the activities of your teams to which you belong. The content is grouped into different categories. For more information, see Recommendation grouping.
Select Browse recommended learning, and then select and enroll in the desired course item.

My learning

Use the My learning tab to:

Analyze courses or paths that are still pending completion and when they're due. You can also sort them by due date.
See courses, which were assigned to you or the ones you've enrolled in that you've have completed.
Use the Assigned & enrolled filter to narrow down the search.

Take a survey or review skills to add to your skill set. You can receive surveys available for any group to which you belong. You can make a copy of the survey and work on it to complete them.