Setting up Service Owner Workspace
Summarize
Summary of Setting up Service Owner Workspace
Service Owner Workspace helps you monitor and manage your service portfolio by providing integrated insights on service performance, customer satisfaction, and subscription metrics. It requires activation of the appropriate plugin and integration with complementary ServiceNow applications for a comprehensive experience. Note that as of the San Diego release, this workspace is planned for deprecation and new customers cannot activate it, though existing customers continue to receive support.
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Integration with Other Applications
To enhance your service monitoring capabilities, activate the Service Owner Workspace plugin (com.spmownerworkspace) and align it with applications such as:
- Vendor Manager Workspace: Ideal for users managing both services and vendors, allowing seamless toggling between workspaces via shared interface icons.
- Financial Management: Provides estimated spend calculations based on fiscal periods, rolling spend data from service offerings to services and taxonomy nodes, enabling financial monitoring within the workspace.
Activating these integrations adds depth and value to your monitoring experience by combining operational and financial data.
Metrics Definition and Configuration
Effective monitoring involves defining key metrics and thresholds that reflect service performance, customer satisfaction, and subscription counts. You set upper and lower performance thresholds to tailor monitoring goals and obtain accurate service insights.
Portfolio Setup Automations
To streamline portfolio and service creation, Service Owner Workspace provides pre-built automations that you can customize:
- Default Metrics: Automatically add five default metrics to new service portfolios, which you may opt out of if desired.
- Even Metric Weighting: Automatically distribute performance metric weights evenly for offerings within a portfolio (e.g., each of five metrics weighted at 20%). When re-parenting services or creating new offerings, metrics and weights adjust automatically based on portfolio settings. For uneven distributions, use descending order weights (e.g., 15,15,14...).
- Automated Offerings Creation: Automatically create multiple offerings for a new or existing service associated with a portfolio if it has no child offerings. A dropdown allows selection of the number of offerings to generate.
These automations reduce manual setup effort and ensure consistency across service portfolios.
Next Steps
To activate and configure these features, start by enabling the Service Owner Workspace plugin and any desired integrations. Use the provided setup automations to quickly build and configure portfolios and services. For detailed activation and configuration steps, refer to the guidance on creating portfolios within Service Portfolio Management.
Prepare for your Service Owner Workspace experience by activating necessary applications, accessing quick start tests to ensure proper functionality, and configuring metrics to monitor.
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Integrate with other applications
After activating the Service Owner Workspace plugin (com.spm_owner_workspace), align with other ServiceNow applications to expand your service portfolio monitoring experience.
Service Owner Workspace is meant to work seamlessly with Vendor Manager Workspace. Often service owners are also vendor managers. For this reason, activation of the Vendor Manager Workspace application is useful. Toggling between the two workspaces is easy because they share the same interface. Simply click the Vendor Manager Workspace icon in the workspace to view vendor-related data.
Integrating with the Financial Management application provides estimated spend calculations based on fiscal periods and rolls spend data up from service offerings to associated services and taxonomy nodes within your portfolio. Estimated spend data is available to monitor and analyze in the workspace.
Refer to Service Owner Workspace integrations for complete details about applications that you can activate to add greater depth and value to your Service Owner Workspace monitoring experience.
Metrics definition and configuration
Monitoring your services involves metrics and scores that keep you apprised of how well your services are performing, how satisfied your customers are with the services you provide, and how many people are subscribing to your services. Defining metrics and applying the metrics to your portfolios, services, and offerings ensures an accurate and goal-oriented monitoring experience. You determine the upper and lower thresholds of service performance.
Portfolio setup automations
Choose from pre-built setup automations to apply to a portfolio to reduce your time creating services and offerings. Edit and update automations and scripts and define fields at the Service Portfolio record level which trigger when to run a script, or series of scripts.
- Automatically add five default metrics when you create a new service portfolio. You can choose not to add the metrics.
- Evenly weight all performance metrics for new offerings at the portfolio level.
Each time an offering is created as part of a portfolio, the performance weight of each metric is evenly distributed. For example, each default metric is weighted at 20%.
If re-parenting a service to a different portfolio, offerings will automatically assume the metrics of the new portfolio and the weights when the Evenly weight performance metrics for new offerings is active when creating a new portfolio. This same logic applies when an offering is created.
Note:When you cannot evenly equal 100% across all metrics, use order to give the highest number the highest weight. For example, if you have seven metrics, you can weight the percentages as: 15, 15, 14, 14, 14, 14, 14. If you have three metrics, you can weight the percentages as: 34, 33, 33. - Automatically create one-to-many offerings on a newly created service within a service portfolio or when adding a service to an existing service portfolio. The service must be associated with a service portfolio and it must not have any child offerings. When you activate this feature, a drop down field appears enabling you to choose how many offerings you want to create.
To activate these automations, refer to Create portfolios in Service Portfolio Management.