Admin Workspace for Service Providers overview

  • Release version: Xanadu
  • Updated August 1, 2024
  • 3 minutes to read
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    Summary of Admin Workspace for Service Providers Overview

    The Admin Workspace for Service Providers in ServiceNow offers a centralized view for service provider administrators (SP admins) to monitor service usage and make data-driven decisions. This workspace enables SP admins to access essential customer and service data, including consumption metrics, ticket volumes, and user management tasks.

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    Key Features

    • Consolidated Dashboard: The landing page provides an overview of services, customer cases, breached SLAs, trends, and key performance indicators (KPIs).
    • Client Details Page: Displays specific information per client, including cases, SLAs, and KPIs relevant to each domain.
    • Quick Links: Facilitates quick access to daily tasks such as domain creation, customer management, and user administration.

    Key Outcomes

    By utilizing the Admin Workspace, SP admins can:

    • Enhance decision-making with comprehensive insights into service consumption.
    • Improve operational efficiency through streamlined access to necessary tools and data.
    • Identify service trends and customer needs, allowing for proactive service management.

    Note: For KPI visibility across all domains, SP admins must operate within the global domain.

    HR Admin Service Provider is a consolidated view of customers service usage and consumption, which gives service provider admins the opportunity to make data driven decisions.

    SP admins can perform the following functions:
    • View different aspects of the service consumption such as the number of services consumed per customer and the ticket volume per service.
    • View customer details including the number of services and HR users.
    • Access quick links related to daily work tasks such as domain and customer creations, and user management.
    • Access quick links for specific domain on the customer details page.
      Note:
      SP Admin (sn_sp_admin_ws.admin) can access workspace and see a consolidated view of the demand and consumption of services offered to customers. This enables data driven decision making and access to portfolio level links.
    Admin Workspace for Service Providers gives SP admins a centralized workspace to see a consolidated view of the demands and consumption of services offered to customers using KPIs.
    Table 1. Page overview details
    Page Description
    Landing Page Shows an overview of services, customer cases, customer details, breached SLAs, trends over time and includes customer data, KPIs and portfolio level useful links.
    Client Details Page Shows an overview of cases er service, breached SLAs, trends over time,. and includes client (domain) specific KPIs, contact details and useful links.
    Note:
    If HR service list doesn't show on the client details page , you might need to add read ACL on sn_hr_core_service table for SP admin.
    Table 2. Feature and application details
    Feature Description
    Lexicon Taxonomy Name Admin Workspace for Service Providers (SPs)
    Release Vehicle Store
    PRB Management Group Dev-App-HR
    Does it support mobile interface No
    Plugin or scoped app Scoped app
    License requirement Yes
    On-Prem support Yes
    Link to troubleshooting NA
    Link to FAQ NA
    Domain seperation Yes
    Note:
    To see the KPIs, trends across all domains in the workspace dashboard for SP admin need to be in global domain.
    Table 3. Troubleshooting details
    Item Description
    Application (UI) Issues If application (UI) issues occur, you can start by checking the builder for SP admin workspace and 2 controllers in the MSP Dashboard and the MSP Client Page.
    Data Frequency Changes Some data visualization components such as KPIs, trends, and indicator scorecards are collecting current month data and some aren't, which might cause some data to change.
    Note:
    It's recommended that you run indicator jobs at the start of the month and collect data for previous months only, not for the current month.
    Table 4. Existing table details
    Table Description
    Domain (domain) Has all the data about the domain, which is to pull domains and customer data.
    Company (core_company) Has all the data about the company and might have multiple companies associated with it. This pulls all points of contact in domain data.
    HR Service (sn_hr_core_service) Has all the service data and shows services about domains on the client details page.
    Note:
    There is a plugin dependency on Domain Support - Domain Extensions Installer
    Table 5. SP Admin role details
    Role Description
    SP Admin (sn_sp_admin_ws.admin) SP Admins are scoped adminitrators for the application and can access workspace, dashboards, KPIs, indicators and portfolio level useful links.
    Table 6. ACL details
    ACLs Description
    Experience (4 ACLs)
    • 2 ACLs for read/write for UX page access
    • 2 ACLs for read/write for UX route access.
    SP Admin Read (4 ACLs)
    • 1 ACL for sn_hr_core_service
    • 1 ACL for report_view
    • 1 ACL for sn_hr_core_case table
    • 1 ACL for sp_admin role.
    Pa Tag Read (2 ACLs)
    • 1 ACL for pa_tag and pa_m2m_indicator_tags table
    • 1 ACL for pa_indicators_breakdowns m2m table.
    Execute (1 ACL) 1 ACL for data broker sn_sp_admin_ws.MSPUtil
    Note:
    ACLs are enforced access levels and only SP admins can access the application, workspace, and modules.
    Table 7. UIB Controller details
    Page Description
    Service Provider Primary controller that encapsulates all business logic for MSP dashboard features such as create or update KPI, data and links, which need to be shown on the MSP dashboard.
    Service Provider Client Controller that encapsulates all business logic for MSP dashboard client details page features such as create or update KPI, data and links, which need to be shown on the client details page.