Service Operations Workspace for ITSM landing page

  • Release version: Xanadu
  • Updated August 1, 2024
  • 6 minutes to read
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    Summary of Service Operations Workspace for ITSM landing page

    The Service Operations Workspace for ITSM landing page offers agents a centralized view to efficiently manage their assigned work, view announcements, and track upcoming tasks. It is designed to enhance productivity for both tier-1 and tier-2 agents by providing quick access to relevant incidents, tasks, and notifications. Access requires theitilrole, with tier-1 agents belonging to a service desk group and tier-2 agents not belonging to one. Different landing page views can be configured based on agent roles.

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    Key Features

    • Header Section: Displays personalized greeting and shift details. Tier-1 agents with the snshiftplanning.agent role can access detailed shift schedules if Shift Planning is enabled.
    • Overview Section: Shows visual "donut" summaries of assignments. Tier-1 agents see catalog tasks and unresolved incidents, while tier-2 agents also see problems and change requests. Agents can drill down into lists and preview or update records directly within the workspace.
    • Announcements Section: Displays important organizational announcements in list or grid format, customizable for agent needs.
    • Upcoming Section: Reminds agents of tasks due today or tomorrow, opening single tasks directly or multiple tasks in a list view. Also includes delegated tasks. For users with Workforce Optimization for ITSM enabled, this section integrates shift events, skill reviews, training, and shift sign-ups.
    • Quick Links Section: Provides user-specific configurable links to frequently used resources for faster navigation.
    • Workforce Optimization Integration: When enabled, additional features include monitoring performance targets, active learning tasks, and enhanced scheduling visibility.

    Use Cases

    • Tier-1 Agents: Gain quick visibility of personal and team work, prioritize incident resolution especially for high-priority or SLA-breached incidents, and manage catalog tasks. Access to Workforce Optimization features supports scheduling and performance management.
    • Tier-2 Agents: Access a broader range of records including problems, change requests, and tasks, alongside announcements and recently viewed items, enabling deeper issue resolution and coordination.

    Practical Benefits for ServiceNow Customers

    • Improves agent efficiency by consolidating critical work information into one landing page.
    • Supports role-based views ensuring relevant data is surfaced to the right users.
    • Facilitates proactive workload management with upcoming tasks and announcements.
    • Enables quick navigation to detailed records for faster issue resolution and task completion.
    • Integrates Workforce Optimization capabilities to enhance agent scheduling, skill development, and performance tracking.

    Customization and Configuration

    Various sections such as the header message, donuts in the overview, announcements, upcoming tasks, and quick links are customizable to tailor the workspace to organizational and user needs. Configuration options allow aligning the landing page with business processes and agent workflows.

    An agent can get quick visibility into the work assigned, view announcements, and view upcoming tasks.

    Required roles

    A user should have the itil role to access the landing page. A tier-1 agent is an itil user who belongs to a service desk group. A tier-2 agent is an itil user who doesn’t belong to a service desk group. For more information about redirection of tier-1 and tier-2 agents to the respective landing page, see Redirect non-admin users to Service Operations Workspace.

    Use cases

    For examples of how people in your organization can use this landing page, see these use cases. Unless specified otherwise, various sections of the landing page are available for both tier-1 and tier-2 agents.

    Table 1. Service Operations Workspace use cases
    User Use case
    Tier-1 agent
    • Get quick visibility into the work assigned to the agent or the agent's team before starting the day.
    • Analyze incidents and catalog tasks that need attention and navigate to the records on which action should be taken.
    • Monitor incidents with service level agreements (SLAs) that have been breached or at risk, open P1 incidents, or the ones not updated in 24 hours.

    To use the features in Workforce Optimization for ITSM, see the Explore key features in Workforce Optimization for ITSM section.
    Tier-2 agent
    • Get quick visibility into the work assigned to the agent and the agent's team before starting the day.
    • Analyze incidents, problems, change requests, and tasks that need attention and navigate to the records on which action should be taken.
    • View the upcoming tasks and announcements.
    • Access the recently viewed items.

    Header section

    This section displays the greeting text and shift details of the agent. For information about how you can customize this section, see Configure the header message on the landing page.

    Figure 1. Header section
    Header section
    Note:
    A tier-1 agent with the sn_shift_planning.agent role can navigate to the shift schedule when the Shift Planning for Configurable Workspace application (sn_uib_agent_sp) is enabled.
    Figure 2. Shift schedule of an agent
    Option to navigate to the shift schedule of an agent

    Overview section

    From this section, an agent can get an overview of various assignments from the donuts.

    Important:
    • A tier-1 agent can get an overview of catalog tasks and unresolved incidents assigned to the agent or the agent’s group.
    • A tier-2 agent can get an overview of problems, change requests, catalog tasks, and unresolved incidents assigned to the agent or the agent’s group.
    • A tier-1 or tier-2 agent can view tasks delegated to the agent by other users.

    Overview of PAR dashboard

    You can select the dashboard to view the data from the drop-down menu.

    When an agent selects any part of the donut area, the associated records are displayed in the list view. When an agent selects the center of the donut area, all records associated with that card are displayed in a list view. From these list views, you can preview and update the record information in the workspace view for the following records by pointing to a record and selecting the preview icon (preview record icon):
    • Incident
    • Problem
    • Interaction
    • Change
    • Request

    For information about customizing this section, see Configure the donuts in the tier 1 landing page.

    Announcements section

    This section notifies an agent of any announcements. The agent can view them in a list view or grid view.

    For information about how you can customize this section, see Configure the Announcements section on the landing page.

    Figure 3. Announcements section
    Announcements section

    Upcoming section

    This section reminds agents of the upcoming tasks for the same day and next day. If there’s a single record for the task type, the record opens. If there are multiple records for the task type, it opens a list of all records in a new tab.
    Note:
    An agent can also view tasks delegated to the agent by other users.
    Table 2. Workforce Optimization for ITSM Service Operations Workspace
    If you’re an agent using the Workforce Optimization for ITSM Service Operations Workspace, you can see links to your upcoming tasks at a glance in the Upcomingsection.
    • The Today tab shows tasks that you may want to attend to on the current day.
    • The Tomorrow tab shows tasks coming up the day after the current day.
    You can select the link to access the task.    		 Upcoming section
    The following table describes the tasks displayed in this section.
    Tasks Description
    Events Number of events such as training and time off that's related to your shifts.
    Note:
    If you have an upcoming PTO on the day after the current day, in the Upcoming section, the Today list will display that you have an upcoming PTO the next day. If you are on PTO the current day, this list does not display that you have a PTO.
    Shifts Number of work shifts.
    Skill review requests Number of requests from your manager to review your skills.
    Shift sign-ups Shifts that you can sign up for that are due on the current day and the day after the current day.
    For more information on Workforce Optimization for ITSM in Service Operations Workspace, see Service Operations Workspace - Scheduling.

    For information about how you can customize this section, see Configure the Upcoming section on the landing page.

    Quick links section

    This section displays the configured quick links. For information about how you can customize this section, see Add a user-specific quick link on the ITSM landing page.

    Figure 4. Quick links section
    Quick links section

    Explore key features in Service Operations Workspace section

    It provides an onboarding experience by specifying all key features to get started with Service Operations Workspace for ITSM.

    Figure 5. Onboarding section
    Onboarding experience for logged-in users

    Explore key features in Workforce Optimization for ITSM

    In Service Operations Workspace, when the Workforce Optimization for ITSM plugin (sn_wfo_cfg_itsm) is enabled, you can do the tasks listed for each section in the following table.
    Section in Service Operations Workspace Task description
    Upcoming View tasks for the current day and the next day.
    My performance Analyze performance targets set by your manager.
    My active learning section Monitor learning tasks that you must complete.
    Upcoming section
    This section reminds agents of the upcoming tasks for the same day and next day. If there’s a single record for the task type, the record opens. If there are multiple records for the task type, it opens a list of all records in a new tab.
    Note:
    An agent can also view tasks delegated to the agent by other users.
    If you’re an agent using the Workforce Optimization for ITSM Service Operations Workspace, you can see links to your upcoming tasks at a glance in the Upcomingsection.
    • The Today tab shows tasks that you may want to attend to on the current day.
    • The Tomorrow tab shows tasks coming up the day after the current day.
    You can select the link to access the task.    		 Upcoming section
    Tasks Description
    Events Number of events such as training and time off that's related to your shifts.
    Note:
    If you have an upcoming PTO on the day after the current day, in the Upcoming section, the Today list will display that you have an upcoming PTO the next day. If you are on PTO the current day, this list does not display that you have a PTO.
    Shifts Number of work shifts.
    Skill review requests Number of requests from your manager to review your skills.
    Shift sign-ups Shifts that you can sign up for that are due on the current day and the day after the current day.
    For information about how you can customize this section, see Configure the Upcoming section on the landing page.

    For more information on scheduling in Workforce Optimization for ITSM in Service Operations Workspace, see Service Operations Workspace - Scheduling.

    My active learning section
    The My active learning section displays up to three learning tasks, which could include learning paths and courses that are new, due soon, or overdue. These tasks are either the ones that have been assigned to you or the ones you chose to self-enroll. The tasks are sorted by the due date and they're highlighted in red when they're overdue. You can also see the remaining duration to complete a task that you can select and complete. My active learning
    For more information, see Service Operations Workspace - Learning.