Exploring Service Operations Workspace for ITSM
Summarize
Summary of Exploring Service Operations Workspace for ITSM
Service Operations Workspace (SOW) for ITSM enables agents to efficiently manage the lifecycle of task records such as incidents, requests, and walk-ups within IT Service Management workflows. It offers a centralized, tailored workspace designed to streamline prioritization, collaboration, and resolution of service issues, improving agent productivity and customer satisfaction.
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Key Features
- Landing Page: Provides tier-1 and tier-2 agents with an overview of outages, service announcements, and assignments to prioritize tasks effectively.
- Incident Management: Agents receive contextual information, targeted actions, and metrics from Agent Client Collector (ACC) to accelerate incident investigation and resolution.
- Tailored Recommendations: Access to related incidents and knowledge articles helps agents resolve incidents faster by leveraging relevant information.
- Experts On-Call: Agents can escalate high-priority tasks by reaching out to experts on-call.
- Collaboration: Integration with Microsoft Teams chat allows agents to collaborate directly with requesters and peers within the task context.
- Request Management: Agents can create and manage requests seamlessly from incidents and interactions, overseeing their entire lifecycle.
- Walk-up Experience: Management of walk-up interactions, appointments, stockrooms, and kiosks at service locations enhances in-person support.
- Onboarding and Guided Setup: Logged-in users access key features through onboarding, while administrators benefit from guided setup workflows to configure the workspace efficiently.
- Recommended Actions for ITSM: Real-time actionable recommendations across multiple record types (incidents, problems, changes, requests) speed up triaging and resolution.
- Password Reset: Secure password reset capabilities support both self-service and agent-assisted processes.
Agent Experience
Agents begin their day by reviewing prioritized assignments, outages, and announcements to focus on critical work. They can create incidents and leverage related data for faster support, use tailored recommendations to expedite resolution, consult experts on-call for high-priority issues, and collaborate within tasks using Microsoft Teams. Agents can also initiate change requests directly from incidents to remediate problems promptly.
Practical Use and Setup
- Guided Tours: Interactive guided tours help agents navigate specific processes within SOW, accessible via the help icon, with a caution that UI customizations may require updates to tours.
- Guided Setup: Administrators can configure SOW for ITSM through a step-by-step guided setup available under Adoption Services, enabling quick and accurate implementation.
Overall, Service Operations Workspace for ITSM equips ServiceNow customers with a comprehensive, user-friendly platform to enhance task management, collaboration, and incident resolution, driving improved service delivery outcomes.
You can manage the life cycle of task records such as incidents, requests, and walk-ups in IT Service Management workflows.
Key features
- Landing page
- Tailored landing page for your tier-1 and tier-2 agents. It provides an overview of outages, service announcements, and assignments to efficiently prioritize the work. Tier-1 agents can view and manage their performance and learning tasks assigned by their manager.
- Incident management
- Agents can manage incidents effectively with contextual information and targeted actions. Streamline investigations and accelerate incident resolution with the metrics data collected from Agent Client Collector (ACC).
- Tailored recommendations
- Agents can use information from similar incidents and knowledge articles to accelerate incident resolution.
- Experts on-call
- Agents can reach out to experts on-call for high-priority tasks.
- Collaboration on incidents
- Agents can collaborate with the requester and peers from the task using Microsoft Teams chat.
- Request management
- Agents can create requests from incidents and interactions. Agents can also manage the entire life cycle of requests.
- Walk-up experience
- Agents and administrators can review and manage walk-up interactions, appointments, stockrooms, and kiosks at the walk-up service location.
- Onboarding experience for logged-in users
- All logged-in users can view key features to get started with Service Operations Workspace for ITSM.
- Guided setup
- Administrators can have a guided experience for initial configuration of Service Operations Workspace for ITSM.
For information about key features in Service Operations Workspace for ITSM, see Exploring Service Operations Workspace for ITOM.
Agent experience in Service Operations Workspace for ITSM
- An agent can start the day by looking at an overview of assignments, outages, service announcements, and assignments in Service Operations Workspace to prioritize work based on service level agreements (SLAs), priority level, and urgency.
- The agent can create an incident based on the issue reported. Since the agent has access to related incidents and recent interactions, better and faster support can be provided. Agent also has access to all related information from the incident record page.
- The agent can resolve the incident faster by using tailored recommendations.
- The agent can reach out to experts on-call for high-priority tasks.
- The agent can collaborate easily with the requester and peers right from the task.
- The agent can create a change request to fix the issue.
Using guided tours to learn about Service Operations Workspace for ITSM
Use a guided tour that is sequence of interactive steps to guide you through a specific process or task within SOW. To access guided tours, select the Show help icon in the navigation bar and scroll down to find the Take a Tour or Select a Tour option.
- A guided tour might break if you customize any of its associated UI elements in your instance, so ensure that you update your guided tours as well accordingly. For information on how to update guided tours, see Edit a guided tour.
- The Take a Tour or Select a Tour option is available only when a guided tour is available for that UI page.
Using guided setup to implement Service Operations Workspace for ITSM
Service Operations Workspace for ITSM guided setup provides a sequence of tasks that help you configure Service Operations Workspace for ITSM on your ServiceNow instance. To open Service Operations Workspace for ITSM guided setup, navigate to . For more information about using the guided setup interface, see Using guided setup.