0
8.2.4
Zurich Patch 2, Zurich Patch 1, Zurich, Yokohama Patch 8, Yokohama Patch 3, Yokohama Patch 1, Yokohama, Xanadu Patch 9, Xanadu Patch 3, Xanadu, Washington DC Patch 9, Washington DC Patch 2
Streamline IT Service Management workflows and processes for modern operations. You can effectively manage the lifecycle of incidents, requests, walk-up appointments, and streamline change management in Service Operations Workspace. With Service Reliability Management, teams can autonomously manage the health of their technical services using SRE workflows. All of these workflows leverage the power of capabilities such collaborations, AI based recommendations and on-call scheduling.
With Service Operations Workspace, you can effectively manage interactions, incidents, requests, and walkup appointments. Here are some of the key features:
- Landing page - Get started with the landing page that is tailored for your Service Desk agents and Level 2/3 analysts. The landing page provides an overview of outages, service announcements, and assignments to efficiently prioritize the work. The agents can view and manage their performance and learning tasks assigned by their manager.
- Incident Management - Manage your incidents effectively with contextual information and targeted actions.
- Incident Investigation - Streamline investigations and accelerate incident resolution with the metrics data collected from Agent Client Collector (ACC) and Microsoft Endpoint Configuration Manager.
- Tailored recommendations - Use information from similar incidents and knowledge articles to accelerate incident resolution.
- Experts on-call: Reach out to experts on-call on high-priority tasks and track on-call escalations in real-time.
- Collaborate on incidents - Collaborate with the requester and peers right from the task using MS Team chat.
- Request Management - Create requests arising out of incidents and interactions. Manage the entire lifecycle of these and other requests.
- Walk-up Experience - Enable agents and administrators to review and manage Walk-up interactions, appointments, stockrooms, and kiosks at the Walk-up service location.
- Change Management: Navigate the change lifecycle with dynamic overview pages and a scheduling experience in Service Operations Workspace.
- Problem Management: Problem coordinators can manage problems and problem tasks through their lifecycle.
- Major Incident Management: Manage the entire major incident lifecycle in Service Operations Workspace
- Password Reset: Enable agents to reset users' passwords and also unlock their accounts.
Incident Management for Service Operations Workspace
- New
- Admins can delegate administration of Incident Management for SOW to another user/group with granular role support.
- Agents can instantly view service KPIs and device health within incident records, accelerating investigations and boosting productivity. (requires DEX or ITOM Service Observability)
- Agents can instantly see which KB articles resolved recent incidents, helping validate content impact and speed up investigations.
- Fulfillers will be able to View Transcripts and recording of completed calls in ServiceNow records for MS Teams
- On-call scheduling can rotate members on monthly schedule along with Daily and weekly
- With the new MS Teams Events API, meetings can be viewed and updated from MS Teams
- Fixed
- Agents can now leverage out-of-the-box response templates on the incident form as the Form channel, which is required to view/select the response template in the side panel, was added to the templates.
Interaction Management for Service Operations Workspace
- New
- Admins can delegate administration of Interaction Management for SOW to another user/group with granular role support.
- Agents can use new modeless wrap up experience for Phone type interactions
- Changed
- Agent chat performance has improved through the elimination of unnecessary backend calls.
Problem Management for Service Operations Workspace
- New
- Admins can delegate administration of Problem Management for SOW to another user/group with granular role support.
Required applications
- Incident Management
- Major Incident Management
- Request Management
- Problem Management
- Change Management
- Walk-up Experience
- On-call Scheduling
- For Microsoft Teams - IT Service Management integration with Microsoft Teams
- AI Search For Next Experience (Version 2.0.2)
- Collaboration Services for Service Operations Workspace