Exploring Service Owner Workspace
Summarize
Summary of Exploring Service Owner Workspace
The Service Owner Workspace offers an intuitive interface for portfolio and service owners to manage and monitor their services and portfolios. It is important to note that as of the San Diego release, this feature is in planned deprecation, meaning new customers cannot access it, although existing customers will continue to receive support. For product replacement information, refer to Service Owner Workspace resources.
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Key Features
- Read-Only Interface: Driven by the Service Portfolio Management Premium plugin, it collects and displays service offering metrics and performance scores.
- Performance Analytics: Utilizes Performance Analytics data to calculate service offering performance scores and track additional metrics.
- Metric Customization: Users can create and assign custom metrics to service portfolios, allowing detailed performance analysis.
- Multi-Tab Navigation: The interface includes a multi-tab design for easy navigation between service-related records.
- Service Offering Details: Summary information, performance scores, and estimated spend details are readily available.
- Contextual Data Panels: Displays unique service-related data, including outages and incidents, enhancing visibility into service performance.
- Integration with CSDM: Enables consistent referencing of services and offerings across various IT Service Management tasks, improving data integrity.
Key Outcomes
By utilizing the Service Owner Workspace, customers can effectively manage service performance, gain insights through detailed metrics, and ensure consistency in service management practices. This leads to improved service delivery and enhanced decision-making based on reliable data. However, users must transition to supported browsers as mobile devices and certain older browsers are not compatible.
The Service Owner Workspace provides portfolio and service owners with an integrated and graphically intuitive user experience to manage and monitor portfolios and services.
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How Service Owner Workspace works
Service Owner Workspace is a read only user interface driven by Service Portfolio Management Premium plugin (com.snc.spm) functionality. Service Portfolio Management Premium collects service offering metrics and rolls these calculations up to parent services and taxonomy nodes for performance scores and other metrics viewed via Service Owner Workspace. Performance Analytics indicators capture this data and Service Portfolio Management Premium uses the Performance Analytics data as input metrics to calculate a service offering performance score. These indicators can also track data about a service offering without including it in the offering performance score.
Users can create new metric definitions or use the metric definitions provided in the base system application. Assign metrics to service portfolios and define weights for every metric at an offering level to provide more granularity into performance. Daily jobs then calculate the offering performance score and roll the scores up to the service and other associated taxonomy nodes to monitor in Service Owner Workspace.
Service Owner Workspace browser requirements
ServiceNow workspaces do not support mobile devices, and, starting with the Orlando release, Internet Explorer, or Microsoft Edge. Instead, use Microsoft Edge-Chromium or one of the other supported browsers listed in Browser support. If you're using New York or an earlier release and you're using Internet Explorer 11 or Microsoft Edge with any workspace, such as ServiceNow® CSM Agent Workspace or ServiceNow® Vendor Manager Workspace, you must migrate to a newer browser before you upgrade to at least the Orlando release. See the Internet Explorer 11 Performance [KB0683275] article in the Now Support Knowledge Base for more information.
Service Owner Workspace overview
Manage and monitor your services with premium features. View service offering details in the workspace:
| Number | Agent Workspace feature | Description |
|---|---|---|
| 1 | Tabs | The multi-tab interface enables you to easily navigate between service-related
records.
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| 2 | Form header | The form header provides you with a quick summary of the service offering and an associated performance score. Estimated spend details appear in the form header when available. |
| 3 | Related items menu | Service-related information is available to view in the related items menu. Click an item to see the related information. |
| 4 | Ribbon | Ribbon components display service offering performance score, customer satisfaction, and total subscriber trends. Estimated spend data is also viewable when available. |
| 5 | Form pane | Additional service-related information is displayed as you scroll down the page and drill deeper into the data. Information includes, service-offering availability, breached SLAs, customer satisfaction, stability, and activity. |
| 6 | Contextual side panel details | Unique data details are displayed. Click icons to display Outages, Critical Incidents, Change Requests, or Attachments details. |
| 7 | Contextual side panel | The contextual side panel displays unique data depending on which icon you select. |
Integration with Common Service Data Model
- Problem
- Change
- Continual Improvement Management
- Incident
Directly reference a service offering as the target of a problem, change, or incident for consistency with the Common Service Data Model (CSDM). The system filters available offerings based on the service selected.
View and define the service model Model ID reference field on the Service and Offering forms to integrate with the CSDM.