Service Operations Workspace for ITOM user interface
Summarize
Summary of Service Operations Workspace for ITOM user interface
The Service Operations Workspace for ITOM provides a centralized, real-time interface designed to help IT operations teams efficiently prioritize and manage alert-driven tasks. It enables operators to monitor alert activity, workload distribution, and the impact of AI on team performance, all within a single environment. The workspace supports role-based filtering to tailor views according to assignment groups and teammates.
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Key Features
- Home Page (Overview Tab): Acts as the team's command center, displaying AI efficiency, team workload, alert severity, and assignment status. This helps identify workflow bottlenecks and track resolution speeds.
- List Page: Provides predefined alert lists and supports creation of customized lists for personalized task management, enhancing alert tracking and prioritization.
- Record View: Allows detailed inspection of individual alerts by selecting alert numbers, facilitating deeper analysis and resolution.
- Express List: Offers quick alert summaries to support efficient monitoring, impact evaluation, and incident reporting.
- Integrations Launchpad: Consolidates events, metrics, and logs from infrastructure components into a unified view, improving situational awareness.
- Alert Automation: Automates alert handling by ignoring, enriching, grouping, and responding to alerts, which reduces manual workload and improves system reliability.
- AIOps Dashboards: Visualizes key performance indicators and service health metrics to enable proactive operational decisions.
Important Considerations
AI-related KPIs and insights require installation of the ServiceNow Otto for IT Operations Management (ITOM) plugin. Role-based filters ensure users see relevant assignments based on their group membership or management roles.
What to Expect
By leveraging this workspace, ServiceNow customers can improve alert prioritization and resolution efficiency, reduce manual intervention through automation, and gain comprehensive visibility into IT operations. This results in faster incident resolution, better workload management, and enhanced overall system reliability and customer satisfaction.
Explore the interface to understand how an operator can prioritize tasks and offer solutions.
Access Service Operations Workspace
Open the workspace by navigating to .
Home page
The Overview tab is your team's command center. It gives you a real-time snapshot of alert activity, workload distribution, and the impact AI is having on your team's performance — all in one place. Spanning four areas—AI efficiency, team workload, severity, and assignments—this reveals AI's impact on resolution speed and workflow bottlenecks.
Use it to spot imbalances, track resolution speed, and see at a glance whether your team is keeping up with incoming alerts.
Use the assignment group filter (for example, em_admin — 14 items selected) to filter your view. If you're an evt_admin, you can filter by groups you manage and groups you're a member of. If you're an aiops_manager, you can
filter only by groups you manage. Use the Teammates list to filter by teammate.
List page
To access information on alerts from List, select the List icon (
).
The Lists tab displays predefined lists, while the My Lists tab allows users to create and customize their own lists for personalized task management. For detailed instructions on creating a list, see Create a list in Service Operations Workspace for ITOM.
Record view
Access detailed information for any alert by selecting its alert number to open the record.
Express List
Express List offers quick alert information for efficient monitoring, resolution, impact evaluation, tracking, and incident reporting.
To access information on express list, select the Express List icon (
).
Integrations Launchpad
The Integrations Launchpad consolidates events, metrics, and logs from your infrastructure, providing insights into a unified system.
To access information on Integrations Launchpad, select the Integrations Launchpad icon (
).
Alert automation
Automations streamline processes, enabling timely responses to potential issues by ignoring, enriching, grouping, and responding to alerts. They reduce manual intervention, lower the risk of errors, and free up IT teams to focus on strategic tasks, boosting system reliability and customer satisfaction.
To access information on automations, select the alert automations icon (
).
AIOps Dashboards
The AIOps dashboards offer comprehensive visualizations of critical operational data. You can monitor KPIs, track service health, and gain valuable context on the IT environment, enabling proactive responses to issues.
To access information on dashboards, select the AIOps Dashboards icon (
)