Service Operations Workspace for ITSM user interface
Summarize
Summary of Service Operations Workspace for ITSM user interface
Service Operations Workspace for ITSM provides a unified interface for agents to efficiently prioritize tasks, manage assignments, and resolve issues. It is designed to streamline the agent experience by consolidating task management, communication, and performance tracking within a single workspace.
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Key Features
- Landing Page: Accessible via the home icon, the landing page offers agents an overview of assignments, announcements, and upcoming tasks. Tier 1 agents can additionally track performance metrics and assigned courses, helping them stay informed and prepared.
- Lists: Agents can access lists of incidents, catalog tasks, requests, problems, and more by selecting the list icon. The “My Lists” tab enables creation and customization of personal lists or variations of existing ones, facilitating tailored task management.
- Inbox: The inbox, accessible from the navigation pane, supports agent presence status (Available or Away) to manage chat request availability. Chat conversations initiated by requesters appear in the inbox of agents configured in the Agent Chat Queue. The system supports:
- Automatic assignment of chat conversations based on capacity rules, which creates interaction records and allows seamless chat continuation.
- Manual acceptance or rejection of chat conversations when automatic assignment is disabled, with interaction records created upon acceptance.
- Closure of interaction records when chat conversations end.
- Record View: Agents can open detailed views of any task record from the landing page or associated lists, providing comprehensive information necessary for resolution.
Practical Benefits for ServiceNow Customers
- Enables agents to efficiently monitor and prioritize multiple task types within a single interface.
- Facilitates effective communication through integrated chat management with configurable assignment rules.
- Supports personalization of task lists, improving agent productivity and focus.
- Improves visibility of agent workload and performance, especially for Tier 1 agents.
- Streamlines task resolution by providing detailed record views accessible directly from lists or the landing page.
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 Create a list in Service Operations Workspace.
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.