--- sourceDocument: Australia IT Service Management sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/it-service-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia IT Service Management ft:clusterId : - itsm bundleId : - itsm workflow : - Technology --- # Service Operations Workspace for ITSM landing page # Service Operations Workspace for ITSM landing page {#ariaid-title1} Release version: Australia Updated April 21, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 5 minutes to read An agent can get quick visibility into the work assigned, view announcements, and view upcoming tasks. ## Roles required to access the landing page {#sow-ui-landing-page__section_tqj_pkl_trb} A user should have the itil role to access the landing page. A tier-1 agent is an itil user who belongs to a service desk group. A tier-2 agent is an itil user who doesn't belong to a service desk group. For more information about redirection of tier-1 and tier-2 agents to the respective landing page, see [Redirect non-admin users to Service Operations Workspace](https://servicenow-prod.fluidtopics.net/kVEIwt6LQo5zw2GyfhzsIA "Enable a non-admin user to start prioritizing tasks quickly by redirecting to Service Operations Workspace after logging in to the ServiceNow instance."). ## Use cases {#sow-ui-landing-page__section_gwr_skl_trb} For examples of how people in your organization can use this landing page, see these use cases. Unless specified otherwise, various sections of the landing page are available for both tier-1 and tier-2 agents. {#sow-ui-landing-page__table_g4p_vkl_trb__entry__2} | User | Use case | |-|-| | Tier 1 agent | * Get quick visibility into the work assigned to the agent or the agent's team before starting the day. * Analyze incidents and catalog tasks that need attention and navigate to the records on which action should be taken. * Monitor incidents with service level agreements (SLAs) that have been breached or at risk, open P1 incidents, or the ones not updated in 24 hours. {#sow-ui-landing-page__ul_ss2_xkl_trb} To use the features in Workforce Optimization for ITSM, see the Explore key features in Workforce Optimization for ITSM section. | | Tier 2 agent | * Get quick visibility into the work assigned to the agent and the agent's team before starting the day. * Analyze incidents, problems, change requests, and tasks that need attention and navigate to the records on which action should be taken. * View the upcoming tasks and announcements. * Access the recently viewed items. {#sow-ui-landing-page__ul_qhb_tkv_h5b} | [ ] {#sow-ui-landing-page__table_g4p_vkl_trb} ## Landing page sections {#sow-ui-landing-page__section_nfm_mjb_nsb} {#sow-ui-landing-page__table_c4t_lwj_zdc__entry__2} | Section | Description | |-|-| | Header | This section displays the greeting text and shift details of the agent. For information about how you can customize this section, see [Configure the header message on the landing page](https://servicenow-prod.fluidtopics.net/M1qxnSE5ryqyYbx2rKzgAw "Configure the header message that is part of the greeting text on the landing page. For example, You are on-call until Monday, Mar 21."). The image on the banner of the header section in the SOW landing page supports custom themes for a more personalized experience.For more information, see [Configure the space man on the landing page](https://servicenow-prod.fluidtopics.net/2oUnYrTDOt0weS1a4IXdTg "Change the image of the space man to an image your choice."). The alert notification displayed on the banner of the pages in SOW is expanded automatically to adjust and fit the complete message. For more information, see [Configure the header message on the landing page](https://servicenow-prod.fluidtopics.net/M1qxnSE5ryqyYbx2rKzgAw "Configure the header message that is part of the greeting text on the landing page. For example, You are on-call until Monday, Mar 21."). Figure 1. Header section Note: A tier-1 agent with the sn_shift_planning.agent role can navigate to the shift schedule when the Shift Planning for Configurable Workspace application (sn_uib_agent_sp) is enabled.Figure 2. Shift schedule of an agent | | Overview | From this section, an agent can get an overview of various assignments from the donuts. Important: * A tier-1 agent can get an overview of catalog tasks and unresolved incidents assigned to the agent or the agent's group. * A tier-2 agent can get an overview of problems, change requests, catalog tasks, and unresolved incidents assigned to the agent or the agent's group. * A tier-1 or tier-2 agent can view tasks delegated to the agent by other users. {#sow-ui-landing-page__ul_zxw_wnv_h5b} When an agent selects any part of the donut area, the associated records are displayed in the list view. When an agent selects the center of the donut area, all records associated with that card are displayed in a list view. From these list views, you can preview and update the record information in the workspace view for the following records by pointing to a record and selecting the preview icon (![preview record icon]()): * Incident * Problem * Interaction * Change * Request {#sow-ui-landing-page__ul_eg4_klv_2bc} For information about customizing this section, see [Configure tier 1 landing page metric cards](https://servicenow-prod.fluidtopics.net/NTrcfURi9GBZM6nROBawWQ "Configure the data displayed in donuts in the Overview section of the tier 1 landing page."). | | Announcements | This section notifies an agent of any announcements. The agent can view them in a list view or grid view. For information about how you can customize this section, see [Configure the Announcements section on the landing page](https://servicenow-prod.fluidtopics.net/dgqOrZLY1NYQ~hqWp8R42Q "Customize an existing announcement or add an announcement for additional tables."). Figure 3. Announcements section | | Upcoming | This section reminds agents of the upcoming tasks for the same day and next day. You can select the link to access the task.If there's a single record for the task type, the record opens. If there are multiple records for the task type, it opens a list of all records in a new tab. Note: An agent can also view tasks delegated to the agent by other users. * The Today tab shows tasks that you may want to attend to on the current day. * The Tomorrow tab shows tasks coming up the day after the current day. {#sow-ui-landing-page__ul_kjr_2bm_d2c} When the [Workforce Optimization for ITSM plugin](https://servicenow-prod.fluidtopics.net/HkkAtPRKrojGtldV0cQ~Tw "The Workforce Optimization for ITSM Configurable Workspace plugin (sn_wfo_cfg_itsm) is available with the ITSM Enterprise subscription package.") (sn_wfo_cfg_itsm) is activated, you can also view your upcoming shift information and the following tasks are displayed in this section: * Events: Number of events such as training and time off that's related to your shifts. Note: If you have an upcoming PTO on the day after the current day, in the Upcoming section, the Today list will display that you have an upcoming PTO the next day. If you are on PTO the current day, this list does not display that you have a PTO. * Shifts: Number of work shifts. * Skill review requests: Number of requests from your manager to review your skills. * Shift sign-ups: Shifts that you can sign up for that are due on the current day and the day after the current day. {#sow-ui-landing-page__ul_o1c_cfk_zdc} For more information on Workforce Optimization for ITSM in Service Operations Workspace, see [Service Operations Workspace - Scheduling](https://servicenow-prod.fluidtopics.net/~Ykt1slQnzIiwlCtJBwWqw "Use Service Operations Workspace to manage your schedule."). For information about how you can customize this section, see [Configure the Upcoming section on the landing page](https://servicenow-prod.fluidtopics.net/iq5U8rDX1qWNgGuJzTBBhQ "Configure the data displayed in the Upcoming section."). | | Quick links | This section displays the configured quick links. For information about how you can customize this section, see [Add a user-specific quick link on the ITSM landing page](https://servicenow-prod.fluidtopics.net/IrsfwaMLB_kL4F~VQVCLsw "Refer to a URL quickly from the Service Operations Workspace landing page."). Figure 4. Quick links section | | Explore key features in Service Operations Workspace | It provides an onboarding experience by specifying all key features to get started with Service Operations Workspace for ITSM. Figure 5. Onboarding section | | My performance | Analyze performance targets set by your manager. Important: This section is displayed only when the [Workforce Optimization for ITSM plugin](https://servicenow-prod.fluidtopics.net/HkkAtPRKrojGtldV0cQ~Tw "The Workforce Optimization for ITSM Configurable Workspace plugin (sn_wfo_cfg_itsm) is available with the ITSM Enterprise subscription package.") (sn_wfo_cfg_itsm) is activated. | | My active learning section | Monitor learning tasks that you must complete. This section displays up to three learning tasks, which could include learning paths and courses that are new, due soon, or overdue. These tasks are either the ones that have been assigned to you or the ones you chose to self-enroll. The tasks are sorted by the due date and they're highlighted in red when they're overdue. You can also see the remaining duration to complete a task that you can select and complete. Important: This section is displayed only when the [Workforce Optimization for ITSM plugin](https://servicenow-prod.fluidtopics.net/HkkAtPRKrojGtldV0cQ~Tw "The Workforce Optimization for ITSM Configurable Workspace plugin (sn_wfo_cfg_itsm) is available with the ITSM Enterprise subscription package.") (sn_wfo_cfg_itsm) is activated. For more information, see [Service Operations Workspace - Learning](https://servicenow-prod.fluidtopics.net/GGKVjk1xs1HoV94ZyLXKmg "Use Service Operations Workspace Learning to review learning courses and paths and complete them."). | [ ] {#sow-ui-landing-page__table_c4t_lwj_zdc} **Related concepts** * [Service Operations Workspace for ITSM user interface](https://servicenow-prod.fluidtopics.net/uWluC9_Uh67ERaJ08SACEA "You can navigate through the Service Operations Workspace to get an overview of how an agent can prioritize tasks and provide resolution.") * [Exploring Recommended Actions for ITSM in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/6kFddQEQ~Hqc6XrXT4Fe6Q "Recommended Actions for ITSM lets you set up and apply real-time actionable recommendations for speeding up the triaging process. You can resolve issues quickly across various records in the Service Operations Workspace, including Incident, Incident task, Problem, Problem task, Change request, Change task, Interaction, and Request.") * [Exploring On-call Scheduling in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/Cd7n7UVCi4twI3gtnM0jvw "On-Call Scheduling ensures that dedicated support team members are always available to resolve issues as they arise. You can set up on-call schedules, roster rotations, and escalation policies, escalate notifications for a group, and determine the current contact for an escalation.") **Related tasks** * [Access Service Operations Workspace for ITSM](https://servicenow-prod.fluidtopics.net/m_2drY2jCYlQvQUH8OaTcg "Experience a unified and seamless experience when managing the life cycle of task records such as incidents and requests.")