Admin Workspace for Service Providers overview

  • Release version: Yokohama
  • Updated February 4, 2025
  • 3 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Admin Workspace for Service Providers overview

    Admin Workspace for Service Providers is a centralized workspace designed for Service Provider (SP) admins to monitor and analyze customer service usage and consumption. It enables data-driven decision-making by providing consolidated views of service demands, ticket volumes, breached SLAs, and trends across customers and domains. SP admins with thesnspadminws.adminrole gain access to KPIs, dashboards, and portfolio-level links relevant to managing services delivered to customers.

    Show full answer Show less

    Key Features

    • Landing Page: Displays customer data, overall service consumption, cases, SLA breaches, trends, KPIs, and quick portfolio links.
    • Client Details Page: Focuses on individual customer domains with case metrics, breached SLAs, domain-specific KPIs, contact details, and relevant quick links.
    • Quick Task Links: Facilitates daily administrative tasks such as domain and customer creation, and user management directly from the workspace.
    • Role-Based Access: Only SP admins assigned the scoped admin role can access the workspace and its features, with enforced ACL security on all relevant tables and UI elements.
    • Domain Separation: Supports multi-domain environments; SP admins must be in the global domain to view KPIs and trends across all domains.
    • Scoped Application: Delivered as a scoped app requiring domain support plugins and licenses; it does not support mobile interfaces.

    Practical Considerations

    • Ensure the read ACL on the snhrcoreservice table is granted for SP admins to view HR services on the client details page.
    • Indicator jobs should be run at the start of each month to collect past month data; current month data may be incomplete or inconsistent in KPIs and trend visualizations.
    • UI issues can be troubleshooted by reviewing the workspace builder and the two main UI controllers for the MSP dashboard and client details pages.
    • Underlying key tables include domain (customer and domain info), corecompany (company and contact info), and snhrcoreservice (service data).

    Key Outcomes for ServiceNow Customers

    By using Admin Workspace for Service Providers, SP admins can:

    • Gain comprehensive visibility into service consumption and customer demand patterns.
    • Make informed, data-driven decisions to optimize service delivery and respond to SLA breaches.
    • Streamline administrative workflows with embedded quick links and consolidated KPIs.
    • Maintain secure, role-based access ensuring only authorized personnel manage sensitive customer and service data.
    • Effectively manage multi-domain environments with centralized insights across all customer domains.

    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.