ITOM Service Operations Workspace supports creating and managing your on-call shifts and schedules. On-call schedule determines who is on-call at a given time. Learn how to configure on-call calendars and escalation policies to ensure timely responses to critical issues, reducing downtime and maintaining service continuity. Streamlining these processes enhances team readiness, minimizes disruptions, and improves service reliability.

Getting started with on-call scheduling

To enable on-call scheduling for alerts, first incorporate the Alert table [em_alert] into the Trigger Rule Table Config list. For more information, see Add alert table to enable on-call scheduling for Service Operations Workspace for ITOM.

Teams in Service Operations Workspace

Use the Teams menu () in Service Operations Workspace to view all teams. Select a team card to view and manage a team's schedule, define escalation policies, and team preferences for the selected shift. This feature verifies that your team knows who is on call, is accountable, and is confident that critical alerts or incidents are acknowledged. For information on creating a shift, see Create on-call shift for your team.