Service Operations Workspace for ITSM user interface
Summarize
Summary of Service Operations Workspace for ITSM user interface
The Service Operations Workspace for ITSM in the Yokohama release provides a unified interface designed to help agents efficiently prioritize tasks and manage resolutions. It offers streamlined navigation and tools tailored to the needs of Tier 1 agents and others involved in incident, request, and problem management.
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Key Features
- Landing Page: Accessible via the home icon, this page gives agents a consolidated view of their assignments, announcements, and upcoming tasks. Tier 1 agents additionally can analyze performance metrics and view assigned courses.
- Lists: Agents can access detailed lists of incidents, catalog tasks, requests, and problems through the list icon. The My Lists tab allows creation and customization of personal or modified lists to better manage work items.
- Inbox: The inbox manages chat interactions and supports agent status settings (Available or Away) to control chat request availability. It integrates with the Service Portal so agents in the configured chat group receive chat requests. Chat conversations can be automatically assigned based on capacity or manually accepted or rejected by agents, with interaction records created for each active chat. Ending a chat closes the interaction record.
- Record View: Agents can open detailed task records from the landing page or lists, providing complete information needed to address the issue or request.
Benefits for ServiceNow Customers
This workspace enhances agent productivity by consolidating task management, communication, and performance tracking into a single, intuitive UI. It supports efficient handling of chat requests and task prioritization, enabling faster resolutions and improved service delivery.
You can navigate through the Service Operations Workspace to get an overview of how an agent can prioritize tasks and provide resolution.
Landing page
In Service Operations Workspace, you can access the landing page by selecting the home icon (
) from the left navigation pane.
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
In Service Operations Workspace, you can access the lists by selecting the list icon (
) from the left navigation pane.
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.
Inbox
In Service Operations Workspace, you can the open inbox from the left navigation pane.
An agent can set their 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.
Record view
In Service Operations Workspace, you can open any task record from the landing page or from the associated list. The record view provides complete information about the task record.