Exploring Service Owner Workspace
Summarize
Summary of Exploring Service Owner Workspace
The Service Owner Workspace offers an integrated user experience for portfolio and service owners to manage and monitor services and portfolios. As of the San Diego release, the Service Owner Workspace is planned for deprecation, and new customers cannot activate it. Existing customers will continue to receive support, and details regarding the replacement and deprecation process are available in the documentation.
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Key Features
- Read-Only Interface: Driven by the Service Portfolio Management Premium plugin, this workspace provides a read-only view of service offering metrics and performance scores.
- Performance Metrics: Users can create new metric definitions, assign weights, and monitor performance scores that roll up to service and taxonomy nodes.
- Browser Compatibility: The workspace is not supported on mobile devices or older browsers like Internet Explorer. Users are advised to switch to compatible browsers such as Microsoft Edge-Chromium.
- Multi-Tab Interface: Easily navigate between service-related records and view details of associated service offerings.
- Contextual Information: The workspace provides a ribbon for performance metrics, a form pane for detailed information, and a contextual side panel for unique data related to outages and incidents.
- Integration with CSDM: Direct references to service offerings can be made across various ITSM task forms, ensuring consistency with the Common Service Data Model.
Key Outcomes
By utilizing the Service Owner Workspace, customers can effectively manage service offerings, improve performance tracking, and ensure alignment with IT service management processes. The ability to monitor key metrics and access detailed service information empowers portfolio and service owners to make informed decisions and enhance service delivery.
The Service Owner Workspace provides portfolio and service owners with an integrated and graphically intuitive user experience to manage and monitor portfolios and services.
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How Service Owner Workspace works
Service Owner Workspace is a read only user interface driven by Service Portfolio Management Premium plugin (com.snc.spm) functionality. Service Portfolio Management Premium collects service offering metrics and rolls these calculations up to parent services and taxonomy nodes for performance scores and other metrics viewed via Service Owner Workspace. Performance Analytics indicators capture this data and Service Portfolio Management Premium uses the Performance Analytics data as input metrics to calculate a service offering performance score. These indicators can also track data about a service offering without including it in the offering performance score.
Users can create new metric definitions or use the metric definitions provided in the base system application. Assign metrics to service portfolios and define weights for every metric at an offering level to provide more granularity into performance. Daily jobs then calculate the offering performance score and roll the scores up to the service and other associated taxonomy nodes to monitor in Service Owner Workspace.
Service Owner Workspace browser requirements
ServiceNow workspaces do not support mobile devices, and, starting with the Orlando release, Internet Explorer, or Microsoft Edge. Instead, use Microsoft Edge-Chromium or one of the other supported browsers listed in Browser support. If you're using New York or an earlier release and you're using Internet Explorer 11 or Microsoft Edge with any workspace, such as ServiceNow® CSM Agent Workspace or ServiceNow® Vendor Manager Workspace, you must migrate to a newer browser before you upgrade to at least the Orlando release. See the Internet Explorer 11 Performance [KB0683275] article in the Now Support Knowledge Base for more information.
Service Owner Workspace overview
Manage and monitor your services with premium features. View service offering details in the workspace:
| Number | Agent Workspace feature | Description |
|---|---|---|
| 1 | Tabs | The multi-tab interface enables you to easily navigate between service-related
records.
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| 2 | Form header | The form header provides you with a quick summary of the service offering and an associated performance score. Estimated spend details appear in the form header when available. |
| 3 | Related items menu | Service-related information is available to view in the related items menu. Click an item to see the related information. |
| 4 | Ribbon | Ribbon components display service offering performance score, customer satisfaction, and total subscriber trends. Estimated spend data is also viewable when available. |
| 5 | Form pane | Additional service-related information is displayed as you scroll down the page and drill deeper into the data. Information includes, service-offering availability, breached SLAs, customer satisfaction, stability, and activity. |
| 6 | Contextual side panel details | Unique data details are displayed. Click icons to display Outages, Critical Incidents, Change Requests, or Attachments details. |
| 7 | Contextual side panel | The contextual side panel displays unique data depending on which icon you select. |
Integration with Common Service Data Model
- Problem
- Change
- Continual Improvement Management
- Incident
Directly reference a service offering as the target of a problem, change, or incident for consistency with the Common Service Data Model (CSDM). The system filters available offerings based on the service selected.
View and define the service model Model ID reference field on the Service and Offering forms to integrate with the CSDM.