Service Operations Workspace for ITSM user interface
Summarize
Summary of Service Operations Workspace for ITSM user interface
Service Operations Workspace for ITSM in the Zurich release provides agents with a consolidated interface to prioritize and manage IT service tasks efficiently. It offers streamlined navigation through core components like the landing page, lists, inbox, and task records, enabling agents to analyze work, communicate with requesters, and take timely action.
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Landing page
Accessible via the home icon in the left navigation pane, the landing page gives agents an overview of their assignments, announcements, and upcoming tasks. Tier 1 agents additionally have visibility into performance metrics and assigned courses, supporting skill development and workload management.
Lists
Agents can access various task lists such as incidents, catalog tasks, requests, and problems through the list icon. The My Lists tab allows creation and customization of personal or modified versions of existing lists, helping agents to organize and focus on relevant work items effectively.
Inbox
The inbox, accessed from the left pane, supports chat interactions between agents and requesters. Agents can toggle their availability status to control chat request handling. Chat conversations are routed to agents based on group membership and can be automatically or manually assigned, depending on configuration:
- Automatic assignment enabled: Chats are assigned and interaction records created automatically, allowing seamless continuation of conversations.
- Automatic assignment disabled: Agents must approve or reject chat requests, with interaction records created upon acceptance.
Chats conclude when either the requester or agent ends the conversation.
Record view
Agents can open any task record directly from the landing page or lists to view comprehensive details, facilitating informed decision-making and resolution activities.
Practical benefits for ServiceNow customers
- Centralized workspace improves agent productivity by providing easy access to prioritized tasks and communications.
- Customizable lists enable tailored workflows to match team and individual needs.
- Integrated chat inbox supports real-time collaboration and faster issue resolution.
- Clear visibility into assignments and performance supports efficient workload and skill management.
You can navigate through the Service Operations Workspace to get an overview of how an agent can prioritize tasks and provide resolution.
Landing page
In Service Operations Workspace, you can access the landing page by selecting the home icon (
) from the left navigation pane.
An agent can analyze assignments and view announcements and upcoming tasks. Tier 1 agents can also analyze the performance and view the assigned courses. For information about the landing page, see Service Operations Workspace for ITSM landing page.
Lists
In Service Operations Workspace, you can access the lists by selecting the list icon (
) from the left navigation pane.
An agent can analyze the individual lists of incidents, catalog tasks, requests, problem, and so on, and take appropriate action.
From the My Lists tab, an agent can create a separate list or a different version of the existing list. For information about creating a list, see ../task/create-list-sow.html.
Inbox
In Service Operations Workspace, you can the open inbox from the left navigation pane.
An agent can set their status to Available or Away to open or close the inbox for chat requests. When a requester initiates a chat conversation from any Service Portal page, the chat interaction appears in the inbox of all agents who are configured as group members for Agent Chat Queue. For information about inbox configuration, see Configure the inbox in Service Operations Workspace.
- When the automatic assignment of chat conversations is enabled, the chat conversation is automatically assigned to the agent, an interaction record is created in Service Operations Workspace, and the agent can continue the chat conversation. Based on options selected in the Chat - Most Capacity assignment rule, the interactions can open as non-active tabs in the inbox. For information on enabling automatic assignment of chat conversations using this assignment rule, see Enable automatic assignment of interactions to an agent.
- When the automatic assignment of chat conversations is not enabled, the agent can then approve or reject the chat conversation. When the agent accepts the chat conversation, an interaction record is created in Service Operations Workspace and the agent can continue the chat conversation.
When the requester in Service Portal or the agent in Service Operations Workspace ends the chat conversation, the interaction is closed.
Record view
In Service Operations Workspace, you can open any task record from the landing page or from the associated list. The record view provides complete information about the task record.