1. On the Overview tab, from the Initial Setup section, select the Configure the landing page option.
2. To modify the landing page redirection properties, do the following steps.
   1. Select Landing Page Configurations > Landing page redirection.
   2. For the required property, select Configure. For information about these properties, see Redirect non-admin users to Service Operations Workspace.
   3. Edit the property and select Update.
3. To configure landing page sections, do the following steps.
   1. Select Landing Page Configurations > Landing page.
   2. If available, select Configure beside the following landing page options to configure them and use the toggle switch beside the options to modify the visibility.
      • Greeting message that is displayed as a header.
      • For tier 1 and tier 2 agents, the default list view visibility for donuts. Collapsing the list view reduces the page load time and it can be expanded by selecting any donut card.
      • For tier 1 and tier 2 agents, customizations for various landing page sections such as Overview (donut cards), Announcements, Quick Links, and Upcoming, and also the visibility for a few of these sections.
      • For tier 1 agents, visibility of the Getting started section that provides an overview of key features in Service Operations Workspace.

      For information about landing page customizations, see Customize the Service Operations Workspace for ITSM landing page.

1. On the Overview tab, from the Initial Setup section, select the Configure the contextual side panel option. The Contextual side panel configurations page is displayed.
2. To configure the availability of a tab for all applicable pages in SOW for ITSM, do the following steps.
   1. Select the associated app route for the required tab.
   2. From the More Actions drop-down, select Activate or Deactivate.
3. To modify the order of a tab for all applicable pages in SOW for ITSM, edit the Order field for the associated app route.
   Note:

   Ensure that the user's scope is set to that of the app route.

1. On the Configurations tab, select the Incident Management option.
2. Select Incident record and then select Configure to configure any of the following tabs:
   • Overview: Configure any of the following options for the Overview tab.
     • Tab visibility for tier 1 agents: Configure the visibility settings to display the Overview tab for the tier-1 agents. You can also configure the user criteria to include or exclude users with other roles and user groups.
       Note:

       • By default, the Overview tab is displayed for the tier-1 agents.
       • When you choose to hide the Overview tab for the tier-1 agents, the Details tab opens by default.
       • This option is available only if the glide.ux.user_criteria_enabled property is true. For more information, see Enable the user criteria property.
     • Summary: Configure the fields layout, UI elements and the visible data content on the Summary section of the Overview tab.
     • Impact: Configure the fields layout, UI elements and the visible data content on the Impact section of the Overview tab.
     • Cause: Configure the fields layout, UI elements and the visible data content on the Cause section of the Overview tab.
     • Resolution: Configure the fields layout, UI elements and the visible data content on the Resolution section of the Overview tab.
   • Details: Configure any of the following options for the Details tab.
     • Record: Configure the fields layout, UI elements and the visible data content of the Details tab.
     • New record: Configure the fields layout, UI elements and the visible data content of the Details tab that must be displayed when creating a new record.

For more information about configuring the field layout, UI elements and the visible data content using form builder, see Customize forms within a form component.

For information about incident record page customizations, see Customize the incident record page.

1. On the Configurations tab, select the Major Incident Management option.
2. Configure any of the following options:
   • Major incident manager role
   • Major incident trigger rules
   • Communication templates
   • Communication plans
   • Playbook
   • Email notifications
   • Timeline configurations for post incident report.

1. On the Configurations tab, select the Problem Management option.
2. Configure the following options.
   • Problem record: Select whether to enable the overview tab, and configure the problem record UI elements and the visible data content.
   • Problem task record: Configure the problem task record UI elements and the visible data content.
   For more information, see Customize forms within a form component

1. On the Configurations tab, select the Change Management option.
2. Configure the following options.
   • Modern change adoption: Contains widgets which navigates to the configuration pages for change models, change approval policies, risk and success scores, and automating DevOps changes.
   • Change models: Create optimized change state models with policy-based automation capabilities that are fit-for-purpose to increase change efficiency and velocity. Create change models, change model condition types, and change flows through this section.
     • For information on creating a change model, see Create a Change model.
     • For information on creating change model condition types, see Create predefined transition condition types.
     • For information on configuring flows, see Flow Designer.
   • Change approval policies: Create change approval policies to streamline your approval process. Ensure that changes gain the approvals needed to drive stability and compliance, without compromising on change velocity. Create change approval policies and definitions through this section.
     • For information on creating change approval policies, see Create change approval policies.
     • For information on creating approval definitions, see Create approval definitions.
   • Risk and success scores: Use data-driven risk capabilities (risk conditions, risk calculations, and ML-based risk intelligence) to take the subjectivity out of risk and have automatic, data-driven determinations. Create risk conditions, change success score ratings, success probability definitions, risk assessments, and calculated risk score through this section.
     • For information on creating risk conditions, see Risk conditions and calculation.
     • For information on creating change success score ratings, see Change success score.
     • For information on creating success probability definitions, see Success Probability definitions.
     • For information on creating risk assessments, see Risk assessment.
     • For information on calculated risk score, see Calculated Risk Score.
     Note:

     You can also navigate to the Change Success Dashboard to see trends in resolution efficiency for a team, change type, or change model over time based on the parameters used to calculate the overall success score. For more information, see Exploring ITSM Success Dashboard indicators.
   • Automate DevOps changes: Automate DevOps changes with DevOps Change Velocity. Connect and configure tools from your DevOps toolchain with our DevOps data model to drive enhanced DevOps change traceability. Automatically create changes from CI/CD pipeline executions with relevant DevOps data attached and leverage that data to drive full change approval automation. For more information, see DevOps Change Velocity.
   • Change record: Configure the change record UI elements and the visible data content. For more information, see Customize forms within a form component.
   • Change task record: Configure the change task record UI elements and the visible data content. For more information, see Customize forms within a form component.

1. On the Configurations tab, select the Service Reliability Management option.
2. Configure any of the following options:
   • Assign and import
   • Governance and Autonomy
   • Integrations
   Note:

   This option isn’t available for the SOW admin role. For more information on the various roles in the Admin Center, see Admin Center in Service Operations Workspace for ITSM.