Using Service Operations Workspace for ITSM

Service Operations Workspace provides a unified experience for multiple IT Service Management workflows by integrating with various applications.

For information about using Service Operations Workspace for ITOM, see Using Service Operations Workspace for ITOM.

• Add a user-specific quick link on the ITSM landing page
  Refer to a URL quickly from the Service Operations Workspace landing page.
• Create a list in Service Operations Workspace
  Create a list or use an existing list to create a list.
• Change Management in Service Operations Workspace
  When a change to your infrastructure or a business service is required, you can create a change request and track it in Service Operations Workspace.
• Incident Management in Service Operations Workspace
  You can create and manage your incidents in Service Operations Workspace.
• Interaction Management in Service Operations Workspace
  Interactions are a centralized location for all communication channels in Service Operations Workspace. You can respond to an incoming chat, phone, walk-up, or messaging interactions faster.
• Knowledge Management in Service Operations Workspace
  Knowledge articles provide agents with information such as self-help, troubleshooting, and task resolution.
• On-Call Scheduling in Service Operations Workspace
  Use On-Call Scheduling in Service Operations Workspace to view and manage your shifts and schedules.
• Problem Management in Service Operations Workspace
  When you have recurring incidents or a major incident, you can create a problem to identify the root cause of the incidents and help prevent them from happening again.
• Recommendation Framework in Service Operations Workspace
  An agent can view dynamic and contextual recommendations and perform a relevant action.
• Recommended Actions for ITSM in Service Operations Workspace
  Get guidance-based or field-level recommendations for incident forms in Service Operations Workspace.
• Request Management in Service Operations Workspace
  Service Operations Workspace for Request Management integrates the platform functionality for tier 1 agents into a multi-tab interface that helps agents efficiently manage multiple incidents, catalog requests, and catalog tasks.
• ServiceNow integrations with Microsoft Teams in Service Operations Workspace
  You can create a connected experience for users in Service Operations Workspace through ServiceNow integrations with Microsoft Teams.
• Service Level Management in Service Operations Workspace
  You can access the service level agreement (SLA) information for an incident on the Service Operations Workspace landing page and incident record page.
• Walk-up Experience management in Service Operations Workspace
  Manage your Walk-up interactions and queues in Service Operations Workspace.
• Workforce Optimization for ITSM in the Service Operations Workspace
  Manage your schedule using Workforce Optimization for ITSM Scheduling in Service Operations Workspace. Use Coaching to review and complete assigned training.
• Collaboration in Service Operations Workspace
  Collaboration services provide a way to communicate and collaborate in real time to resolve the incidents. You can initiate a chat or make conference calls using a service provider to communicate with stakeholders.
• Computer Telephony Integration in Service Operations Workspace
  Service Operations Workspace provides an agent (with the sn_openframe_user role) to receive inbound calls and place outbound calls using the Computer Telephony Integration (CTI) interface.
• Live Agent chat in Service Operations Workspace
  Service Operations Workspace enables agents to work on any incident created using Live Agent chat.
• Using Universal Request in Service Operations Workspace
  The Universal Request is a task that a requester creates from any of the sources that include: Agent Workspace, Service Operations Workspace, or using a Virtual Agent chat.
• Using Universal Task in Service Operations Workspace
  Agents can use the Universal Task application to create tasks for employees and to manage the request resolution.