Service Operations Workspace for ITSM user interface
Summarize
Summary of Service Operations Workspace for ITSM user interface
The Service Operations Workspace for ITSM provides agents with a unified interface to efficiently prioritize tasks and deliver resolutions. It enables navigation through key areas such as task lists, record views, and an inbox for chat interactions, all designed to streamline service management activities.
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Accessing and Navigating the Workspace
- Access: Agents access the workspace via the Workspaces menu by selecting Service Operations Workspace.
- Landing page: Displays an overview including work assignments, announcements, and upcoming tasks. Tier-1 agents also see performance metrics and assigned courses.
- Lists: Agents can review and take action on incidents, catalog tasks, requests, and problems. The My Lists tab allows creating custom lists or variants of existing ones to tailor work views.
- Record view: Opening any task record navigates the agent to detailed information for resolution activities.
Inbox and Chat Management
The inbox supports real-time chat interactions initiated by requesters from any Service Portal page and is available to agents configured in the relevant chat queue group.
- Agents can toggle their status between Available or Away to manage chat availability.
- Automatic assignment enabled: Chats are assigned automatically to agents, creating interaction records and allowing agents to continue conversations seamlessly. Chats may open as non-active tabs depending on assignment rule configuration.
- Automatic assignment disabled: Agents manually approve or reject chat requests, with accepted chats creating interaction records.
- Chats conclude when either the requester or agent ends the conversation, closing the interaction.
Benefits for ServiceNow Customers
This interface centralizes and streamlines task management and chat interactions, enabling agents to efficiently prioritize and resolve issues. Customizable lists and real-time communication support enhanced productivity and responsiveness, critical for IT service management success.
You can navigate through the Service Operations Workspace to get an overview of how an agent can prioritize tasks and provide resolution.
Accessing Service Operations Workspace
From the Workspaces menu, select Service Operations Workspace.
Landing page
From the Workspaces menu, select Service Operations
Workspace and click the home icon (
).
An agent can analyze assignments and view announcements and upcoming tasks. Tier-1 agents can also analyze the performance and view the assigned courses. For information about the landing page, see Service Operations Workspace for ITSM landing page.
Lists
From the Workspaces menu, select Service Operations
Workspace and click the list icon (
).
An agent can analyze the individual lists of incidents, catalog tasks, requests, problem, and so on, and take appropriate action.
From the My Lists tab, an agent can create a separate list or a different version of the existing list. For information about creating a list, see Create a list in Service Operations Workspace.
Record view
Open any task record to navigate to its record view.
Inbox
Agents can set the status to Available or Away to open or close the inbox for chat requests. When a requester initiates a chat conversation from any Service Portal page, the chat interaction appears in the inbox of all agents who are configured as group members for Agent Chat Queue. For information about inbox configuration, see Configure the inbox in Service Operations Workspace.
- When the automatic assignment of chat conversations is enabled, the chat conversation is automatically assigned to the agent, an interaction record is created in Service Operations Workspace, and the agent can continue the chat conversation. Based on options selected in the Chat - Most Capacity assignment rule, the interactions can open as non-active tabs in the inbox. For information on enabling automatic assignment of chat conversations using this assignment rule, see Enable automatic assignment of interactions to an agent.
- When the automatic assignment of chat conversations is not enabled, the agent can then approve or reject the chat conversation. When the agent accepts the chat conversation, an interaction record is created in Service Operations Workspace and the agent can continue the chat conversation.
When the requester in Service Portal or the agent in Service Operations Workspace ends the chat conversation, the interaction is closed.