Service Operations Workspace Service availability is the key to the digital-first mindset Enterprises embrace a digital-first mindset to deliver great experiences to their employees and customers. But under the hood, there's a lot of work for the Technology Services and Operations teams to deliver digital outcomes. Digital-first mindset anchors on constant service availability without disruptions to the user experience. But, the technical complexity, manual incident, problem, change, service recovery processes, and a long time to resolution plague the team's ability to deliver remarkable outcomes. The game of siloes In one silo, service management behind a service desk works to gather incidents, manage changes and fulfill employees' technology requests. In another silo, technology operations sits behind consoles to sift through events, logs, metrics, and traces to find root cause issues. The result is unnecessary friction and increased cost of operations. Deliver a unified technology service operations experience with ServiceNow ServiceNow Service Operations Workspace is an essential catalyst to driving unified Service Operations strategy. It provides a single pane of glass for both Service Agents and Operators enabling seamless flow of incidents, problems, changes, and alerts to predict and resolve service degradations. Teams are able to improve service availability and reliability with instant problem identification, collaboration, and resolution. Overall, Service Operations team increase its productivity with personalized and configurable views that help focus on tasks and deliver great employee and customer experience. Break down silos Agents get deep insights into the operational state of the services they are supporting. Operators see the current impact of outages as grouped alerts and linked to recent changes. Configurable and powerful user experience Personalize agents instance and set user preferences. Pin- able/pop-over navigation experience with an extensible top menu system enable agents and operators to graphically organize work. Assigned tasks are shown by priority in the context of known outages, mapped infrastructure, alerts, incidents, and more. Reduce noise with AI-driven analytics AI-analytics applied to events, logs, and metrics, reducing noise, providing anomaly detection and alert correlation to predict outages Increase value from existing tools Consolidate events captured by multiple infrastructure monitoring tools by integrating them through out-of-the-box connectors, 3rd-party connectors, REST API, or SNMP traps Service Agent Persona – Configurable and detailed view of work along with assigned tasks such as business critical service outages and disruptions I’m in love with it so far - A major apparel retailer © 2022 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated. SN_DataSheet_Service_Operations_Workspace_04-04-22 servicenow.com The Service Agent Persona ServiceNow Service Operations Workspace provides a single pane of glass for service managers to organize and plan the day-to-day services and support of their enterprises. More than that, it also allows them to easily see ongoing and predicated operations issues grouped by type and ranked by severity in order to anticipate workload and automate responses. The Operator Persona The Service Operations Workspace allows operations managers to seamlessly group and relate alerts, events and logs to the infrastructure underlying those business critical applications. In many cases, these issues can be predicted and addressed before they happen. Understand root cause of service issues Transform infrastructure events into actionable alerts and incidents that point to the root cause of service issues. Automate propagation of solutions to affected users through low-code workflow and informed agents. Reduce Mean Time to Resolution (MTTRs) Fast problem identification based on anomaly detection, root cause analysis driven by historical and real-time data, and automated playbooks speed up MTTRs. Modernize change management Incorporate the full change lifecycle experience with dynamic pages for all states so tasks can easily be investigated and completed. Operator Persona – Predict service disruptions based on events, logs, metrics, and anomaly detection The work flows really smoothly and being able to see who's on call and get without having to leave this frame and open a team chat that's going to be huge - Major insurance provider