Service Operations Workspace

Track the real-time status of your work by accessing your profile in Service Operations Workspace. View the number of incidents and interactions that you have closed or are working on, your roles and groups, and information about your manager and teammates.

You can determine which users can access Service Operations Workspace for ITSM after logging in to the ServiceNow instance or access the Service Operations Workspace for ITSM landing page.

Experience a unified and seamless experience when managing the life cycle of task records such as incidents and requests.

Activate the UI Components of Collaboration for Configurable Workspaces (com.snc.uib.collaboration) plugin to enable reuse of the component in other configurable workspaces.

Configure a metric definition to create or modify the existing base system CI metrics displayed on the Investigation tab.

Add or mute participants in a Twilio conference call.

Add a participant to a conference call so that they can join the discussion to resolve the incident.

Add a participant to a conference call so that they can join the discussion to resolve the incident.

Add a participant to a conference call so that they can join the discussion to resolve the incident.

Quickly open a frequently used URL from the Service Operations Workspace landing page by adding a user-specific quick link.

You can add various user roles to Service Operations Workspace (SOW) Admin role to perform SOW configurations.

The Admin Center provides centralized control of the instance to admins. It provides quick access to manage all customizations in Service Operations Workspace (SOW) for IT Service Management (ITSM), and additional plugins that extend the Service Operations Workspace for ITSM capabilities.

Migration of the Agent assist from ITSM Agent Workspace to Service Operations Workspace (SOW) include identifying the required tables, eligible form header records for migrations and the migrations process.

Use the Agent assist in Service Operations Workspace to find similar universal requests that are open and closed, knowledge articles, catalog items, and pinned articles.

Intelligent query features enable you to quickly find the answers that you require. The Next Experience Unified Navigation search field enables you to search multiple record types and switch between global search results and results from the workspace applications that you can access.

Approve a shift swap that your peer requested if you're available to work during that time period, or reject it if you're unable to work then.

Assign the major incident manager (major_incident_manager) role to existing users to manage, analyze, and resolve major incidents.

Configure and assign playbooks to manage the major incidents process.

Assign the password reset service desk agent (password_reset_service_desk) role to the users to work on the incidents or interactions related to the password reset issues.

Assign the service desk agent role to users to enable them to manage incidents, fulfill service requests, and offer user support.

Associate a record with an interaction to use data to streamline processes, enhance the customer experience, and improve resolution time.

Automatically close the interaction when a linked incident is closed in Service Operations Workspace.

Cancel the Universal Request if the issue is resolved already or you no longer require the request.

When a change to your infrastructure or a business service is required, you can create a change request and track it in Service Operations Workspace.

Use Webex to schedule the conference calls with the stakeholders to resolve the incidents in Service Operations Workspace.

Clock in and clock out your work shifts using Service Operations Workspace. You can track details, such as time attendance and time worked summary to see how closely you adhere to your schedules.

Close a resolved incident when the user is satisfied with the provided resolution.

Add change requests to your CAB meeting agenda for review.

Create a Change Advisory Board (CAB) definition in Service Operations Workspace to set up recurring CAB meetings for reviewing and authorizing change requests.

Create a Change Advisory Board (CAB) meeting in Service Operations Workspace to review and authorize change requests.

Manage attendees of your CAB meeting who will review the change requests during the meeting.

Start and conduct a Change Advisory Board meeting in the CAB Workbench in Service Operations Workspace to review the agenda and approve or schedule changes.

Initiate a chat or make conference calls using Microsoft Teams to communicate with stakeholders and resolve the issue.

Collaborate with the required stakeholders during the various phases of a major incident to discuss and resolve the incident quickly. You can initiate a chat or make conference calls using a service provider to communicate with stakeholders.

Collaboration services provide a way to communicate and collaborate in real time to resolve the incidents. You can initiate a chat or make conference calls using a service provider to communicate with stakeholders.

Use the Communicate tab to create and manage all communications with stakeholders during the various phases of an incident or a major incident.

Enhance your skill set by completing learning tasks from internal or external learning content.

Several types of components are installed with activation of the Agent Client Collector for Investigation (sn_acc_adapter) application, including user roles and ServiceNow Store applications.

Several types of components are installed with activation of the Microsoft Endpoint Configuration Manager for Investigation (sn_mecm_adapter) application, including user roles and ServiceNow Store applications.

Several types of components are installed with activation of the Metrics and CI Actions Framework (sn_cimaf) application, including user roles and ServiceNow Store applications.

Universal Request is activated in Service Operations Workspace when you enable the Universal Request plugin (com.snc.universal_request). This topic provides information about components installed with Universal Request in Service Operations Workspace.

Several types of components are installed with activation of the Universal Task application, including tables and user roles.

Several types of components are installed with activation of the Remedial Actions Framework (com.snc.sn_reacf) application, including user roles and tables.

Several types of components are installed with the Service Operations Workspace ITSM Applications application (sn-sow-itsm-cont) installation, including user role, plugins, and ServiceNow Store applications.

Compose communication messages for incidents and major incidents using communication channels such as email and SMS.

Configure the CI Action Framework to add a new CI action or modify an existing one.

Configure the display of the metrics for Microsoft Endpoint Configuration Manager for Investigation.

Configure the display of the installed application metrics for Microsoft Endpoint Configuration Manager for Investigation.

Configure the display of the logged-in users metrics for Microsoft Endpoint Configuration Manager for Investigation.

Configure the End Process remedial action for Microsoft Endpoint Configuration Manager for Investigation (MECM).

Configure the Restart Service remedial action for Microsoft Endpoint Configuration Manager for Investigation (MECM).

Configure the Remedial Actions Framework to add a new remedial action or modify an existing one.

Configure the system overview - dsregcmd metrics for Microsoft Endpoint Configuration Manager for Investigation (MECM).

Configure the system overview - msinfo32 metrics for Microsoft Endpoint Configuration Manager for Investigation (MECM).

You can migrate several configurations and customizations related to ITSM Agent Workspace features to SOW for ITSM.

Enable or disable the Agent Assist tab in the contextual side panel for the required record type using the Standard Record Page (SRP) in Service Operations Workspace.

Configure the alert and notification messages in Service Operations Workspace (SOW) using UI Builder to automatically dismiss within a specified time and automatically expand the alert notification content.

Configure the display of the asset utilization metrics for Microsoft Endpoint Configuration Manager for Investigation.

Customize the fields displayed in the Assign and Resolve dialog box for an incident in Service Operations Workspace. Customize the fields displayed in the Assign dialog box for a change request in Service Operations Workspace.

Define who can access your SOW landing pages. You can targeted experiences for audiences such as agents and managers.

Configure the data displayed in various Change record tabs such as Overview and Details tabs.

Configure a communication plan and tasks for effective communication with various stakeholders about the progress, milestones, and issues related to the different stages of a major incident record.

Configure a communication templates for email in Major Incident Management to help reduce the efforts and time spent in creating and composing communication emails.

Configure a communication template for SMS in Major Incident Management to help reduce the efforts and time spent in creating and composing communication SMS.

Service Operations Workspace enables agents with the sn_openframe_user role to receive inbound calls and place outbound calls using the Computer Telephony Integration (CTI) interface.

Configure the duration to display requester’s history, consisting of tasks, interactions, and assets. These details are displayed in the Requester Information side panel of Interaction Management record

Configure the data displayed in donuts in the Overview section of the tier 2 landing page.

Configure the automated email notification alerts that are sent to major incident managers in the various stages of the major incident process. These stages include a change of state, assignment, or user group for a major incident.

Configure a task record form in Service Operations Workspace by modifying the form layout or related lists from the classic ServiceNow AI Platform user interface.

Enable an agent to receive and respond to chat conversations initiated from Service Portal.

Configure the data displayed in various incident tabs such as Overview and Details tabs.

Configure the features of Interaction Management to manage the interactions in Service Operations Workspace.

Configure the dashboard that provides performance over time metrics for both the logged-on user and their groups.

Service Operations Workspace enables agents to work on any incident created using Live Agent chat.

If you have a custom ITSM table that must be migrated, you must enable the migration of the associated list categories and modules, list actions, related list actions, and New record menu items from ITSM Agent Workspace to Service Operations Workspace for ITSM.

Create and configure the trigger rules for a major incident to define the conditions for when a trigger action is executed. You can create major incident trigger rules to define the conditions under which an incident is automatically considered as a major incident candidate.

Customize the records that can be created from the new tab menu in all pages of Service Operations Workspace.

Customize notifications that are sent to an agent to update about various changes.

Manage the Notify application properties to configure the meeting capabilities in SOW.

Configure the Notify properties and Microsoft Teams guided setup for initiating a conference call in Service Operations Workspace.

For an interaction, ensure that related records of a requester are displayed as intended for Service Operations Workspace.

Create a password policy to ensure that all passwords are strong and secure.

Configure the problem form so that the information it collects is relevant to your organization's processes. You can easily modify the form to show only the fields, related lists, and other elements that you need.

Configure the properties used to control process-related features, such as creating a problem task on a closed problem and re-analyzing a closed or a canceled problem.

Add the optional and mandatory fields necessary to move a problem record through its life cycle using the Form Builder.

Configure the problem task form so that the information it collects is relevant to your organization's processes. You can easily modify the form to show only the fields, related lists, and other elements that you need.

Add the optional and mandatory fields necessary to move a problem task record through its life cycle using the Form Builder.

Configure the top processes by CPU and top processes by memory metrics for Microsoft Endpoint Configuration Manager for Investigation.

Configure a conference provider to be used as a choice for initiating a conference call.

Customize the task record fields displayed when you view or import a Microsoft Teams chat conversation.

Configure the order number and screen conditions of a record page using the Standard Record Page (SRP) in the Service Operations Workspace.

Configure the display order of a record page tab in Service Operations Workspace.

You can configure additional search resources for an interaction to assist agents with quick resolution of the interaction.

Confirm that the right users have access to the Service Operations Workspace landing page.

Modify the landing page of the Service Operations Workspace to ensure that the customers can view the page that they use regularly. To customize the data displayed in sub pages of the landing page that is available in the base system. For any visual styling changes, you need to create a copy of that landing page and edit it.

Configure the services metrics for Microsoft Endpoint Configuration Manager for Investigation (MECM).

Configure the password reset properties based on the requirement.

You can configure Service Operations Workspace so that agents can manage IT fulfillment volume.

Configure the support group recommendations that should be displayed in the Experts on-call panel for an incident.

Enable or disable the Agent Assist tab in the contextual side panel for the required record type.

Configure the visual experience in Service Operations Workspace for ITSM for your users, helping to update the look and feel to be more like your brand.

Configure the incident information displayed as the event on the post incident report that is generated after a major incident is resolved. You can configure what information a post incident report must contain and how the information is arranged.

Configure if few sections of the landing page should be visible or hidden. For example, Quick links and Upcoming sections.

Configure the features in Major Incident Management to use and manage major incidents in Service Operations Workspace.

Configure On-Call Scheduling in Service Operations Workspace (SOW) for your organizational needs by using a suite of features to fulfill the requirements.

Configure the features of Problem Management to manage problems and problem tasks in Service Operations Workspace.

Configure contexts, rules, recommendations, and resource generators to provide agents with AI-powered suggestions when working with incidents, problems, change requests, and other records in Service Operations Workspace in ITSM.

To align with your record page requirements, you can configure the data available in record pages in Service Operations Workspace for ITSM.

Besides the configurations that are part of the essential setup for implementing Service Operations Workspace for ITSM, you can still improve your Service Operations Workspace for ITSM experience with a few configurations.

Create and edit verification methods so they align with service desk processes, and map each verification to a specific process. After mapping the processes, integrate them with UXF routes to complete an end-to-end flow for resetting a password in Service Operations Workspace.

The ITSM base system includes the following context.

You can configure the tabs available in the contextual side panel in Service Operations Workspace for ITSM.

A shift manager can create a shift using the Schedule menu or Teams menu in Service Operations Workspace.

Create adhoc communication and collaboration using the incident communication plan related list on the Related records tab of an incident record page.

Create an adhoc communication task as required during the various phases of an incident in Major Incident Management.

Create and manage an announcement to broadcast messages for Service Portal users to keep them informed about the ongoing major incident. Major incident managers can create and deploy announcements from Service Operations Workspace (SOW).

Authenticate the Table API that the migration utility uses to perform creation, updating, and deletion of records.

Create a catalog request in Service Operations Workspace to initiate a catalog request flow from a different IT Service Management flow. For example, from an incident flow, you can create a request and associate the request with the incident to help track requests associated with an incident and vice versa.

Track modifications to a supported configuration item (CI) by using a change request. You can record information such as the reason for the change, and the change type, priority, and risk.

When you need to engage another team or agent for help, create and assign change task. For example, there can be tasks to plan the change, implement the change, and test, and review the work.

Create, customize, and then propose a change template aligned to a change model.

Make visual styling changes to the sub pages in the Service Operations Workspace landing page.

Create a password reset credential store record to configure access to your credential store server while a user is changing or resetting a password.

Track the investigation, possible solutions, and resolution of a problem for a customer.

Track an interaction that is a centralized location for all communication channels. Each interaction represents a request for assistance through a communication channel, for example, a phone call or a chat.

Create a list or use an existing list to create a list.

Create a script in the Microsoft Endpoint Configuration Manager to configure the display of the processes metrics on the Investigation tab of the Incident record.

Define your preferred notification methods and delivery channels for receiving alerts whenever an escalation ticket is raised.

Create configure credentials, verification methods and settings, and enrollment settings to create a password reset process.

Create custom Problem Management models with states and transitions tailored to your use cases.

Investigate the root cause of recurring incidents or a major incident. Provide a permanent fix to help prevent them from happening again.

Create custom Problem Management models with states and transitions tailored to your use cases.

When you need to engage another team or agent for help, create and assign a problem task.

Configure a task type that can be used during problem or change creation.

As an agent, you can create universal requests from the Universal Request application on behalf of the requester to track and resolve issues.

Create a universal task for a request and assign it to the employee or create multiple tasks for a request by using Universal Task.

Create a UX cross-experience route to share a record page from one workspace so it opens automatically when the same record type is viewed in another workspace.

Create a verification type in the base system to authenticate the user credentials while resetting the password.

Schedule an appointment on behalf of a requester through an incident record.

Modify the modal containers inside a record page in the Service Operations Workspace.

Create a visual experience that works the best for donuts in the Overview section.

Configure the Experts on-call panel for an incident.

Configure the data displayed in donuts in the Overview section of the tier 1 landing page.

Add or delete tabs from the contextual side panel that is available in all record pages in Service Operations Workspace.

You can align with your organization's individual requirements by customizing Service Operations Workspace.

Add declarative actions on the Incident page and its tabs Service Operations Workspace using the Standard Record Page (SRP) to customize list actions, related list actions, and field decorators.

You can customize the Overview tab and the contextual side panel for an incident.

Define and customize the activity stream tags for the record pages in Service Operations Workspace. The tags helps in filtering the activity from the activity streams as required.

Define the impact and urgency of the problem to calculate its priority. Use the priority calculation to prioritize your work and to drive service level agreements.

Use Playbooks to design your own playbook by creating custom flows, and then configure trigger rules to activate the playbook for Major Incident Management.

Based on the Configuration Item (CI) selected in the Investigate tab, the user criteria and rules defined in the Investigate CI Experience Rules (sn_sow_investigate_ci_ux_rule) table, the Investigate tab displays the CI metrics in different UI experience dashboard for the different CI classes.

Verify that the agents aren't automatically redirected to Service Operations Workspace after logging in to the ServiceNow instance.

Browse courses or learning paths and take the ones that interest you. You can also discover them using Predictive Intelligence that provides recommendations based on past activities.

Create an escalation policy and trigger rules from a team record.

Edit the table configuration for Agent Assist to see the required search results in the Agent Assist tab using Standard Record Page (SRP) in Service Operations Workspace.

Edit the table configuration for Agent Assist to see the required search results in the Agent Assist tab.

Automatically accept chat conversations for an agent without having to accept or reject them in the inbox.

Map the collaborate and MS Teams import screens to use the new Collaboration services screens in Service Operations Workspace (SOW).

Enable the Problem Management models system property so that you can create and use custom models.

As a host or a user with the incident manager role, you can end the conference call.

As a host or a user with the incident manager role, you can end the conference call.

You can use a few Service Operations Workspace integrations to start operating IT services in your organization and set a path for your organization's performance and process improvements.

When you enroll in a learning course or learning path, the application creates a learning task. You can track the progress of the course or path using the learning task.

Service Operations Workspace provides agents with a unified view of incidents, alerts, and tasks so they can investigate and resolve service issues from a single interface.

Recommended Actions for ITSM lets you set up and apply real-time actionable recommendations for speeding up the triaging process. You can resolve issues quickly across various records in the Service Operations Workspace, including incidents, incident tasks, problems, problem tasks, change requests, change tasks, interactions, and requests.

Extend the hardware inventory to add the CMPivot entity on the CMPivot entity list in the Microsoft Endpoint Configuration Manager.

The Investigation tab displays CI metrics information along with various options. Use the options and the metrics information to view the data that helps to resolve the CI-related issues.

Migration of the field decorators actions from ITSM Agent Workspace to Service Operations Workspace that includes identifying the tables and the migration process.

ITSM base system includes the following field level recommendations for incidents.

Migration of the form headers from ITSM Agent Workspace to Service Operations Workspace (SOW) include identifying the required tables, eligible form header records for migrations and the migration process. Form headers provide an overview of the record.

Get incident field recommendations in Service Operations Workspace while creating or updating incidents.

Get actionable real-time recommendations in the side panel to help address customer issues and resolve issues quickly.

Set up Service Operations Workspace by procuring the required license, configuring the Admin Center, and assigning the workspace to your agents.

The glossary defines the terms and concepts used in Service Operations Workspace for ITSM.

ITSM base system includes the following guidance based recommendations.

ITSM base system includes the following guidances.

Set the hideContextualSidebar page property to determine when to hide the default primary contextual side panel for specific table-tab combinations, showing the tab's embedded contextual side panel in its place.

Hide the inbox automatically when a work item, like a chat or call, is accepted. If disabled, the inbox will remain visible even after accepting a work item.

Migration of the highlighted fields in lists and forms from ITSM Agent Workspace to Service Operations Workspace for ITSM includes identifying the required tables, identifying eligible highlighted field records for migrations, and the migration process.

Configure the fuzzyCount property to modify how the number of records is displayed on the Service Operations Workspace (SOW) list page. Configuring the fuzzyCount property helps improve the system performance.

You can create and manage your incidents in Service Operations Workspace.

Initiate a Sidebar chat to work towards the resolution of an incident.

Install the Agent Client Collector for Investigation application (sn_acc_adapter) if you have the admin role.If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.

You can install the Microsoft Endpoint Configuration Manager for Investigation (sn_mecm_adapter) application if you have the admin role. The application includes demo data and installs related ServiceNow Store applications and plugins if they aren’t already installed.

You can install the Migration Utility for Service Operations Workspace application (sn_sow_migration) if you have the admin role.If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.

Activate the Major Incident Management (app-sow-mim) plugin in Service Operations Workspace using Admin Center.

You can install the Universal Request for Service Operations Workspace application (com.snc.universal_request) if you have the admin role.If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:The application includes demo data and installs related ServiceNow Store applications and plugins if they aren’t already installed.

You can install the Universal Task application (sn_uni_task) if you have the admin role.If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.

Enable an agent (with the sn_openframe_user role) to receive inbound calls and place outbound calls using the Computer Telephony Integration (CTI) interface.

Interactions are a centralized location for all communication channels in Service Operations Workspace. You can respond to incoming chat, phone, walk-up, or messaging interactions from one location.

The ITSM voice interaction record page provides a component that customers can use for integration with Contact Center as a Service (CCaaS) providers and an interface that agents can use to handle customer phone calls.

Use Service Operations Workspace Learning to review learning courses and paths and complete them.

Use Service Operations Workspace to manage your schedule.

Join an existing conference call to participate in the discussion to resolve an incident.

Join an existing Twilio conference call to participate in a discussion to resolve an incident. You can leave the call without affecting other participants.

Join an existing conference call to participate in the discussion to resolve an incident.

Knowledge articles provide agents with information such as self-help, troubleshooting, and task resolution.

You can configure the data on the landing page from Admin Center in Service Operations Workspace for ITSM.

Redirection enables you to automatically route users to the SOW landing page when they log in.

Landing pages provide an agent with quick visibility into the work assigned, announcements, upcoming tasks, and so on.

Leave an active conference call. The call will still be active with other participants.

Leave an active conference call. The call will still be active with other participants.

Migration of the list actions from ITSM Agent Workspace to Service Operations Workspace for ITSM includes identifying the tables and the migration process.

Migration from ITSM Agent Workspace to Service Operations Workspace (SOW) for ITSM includes identifying the required tables, highlighted field records for migrations, and the migration process.

From a single page, quickly access and manage the customizations in Service Operations Workspace (SOW) for ITSM, access additional plugins that extend the Service Operations Workspace for ITSM capabilities, and access ServiceNow help.

Manage a major incident using the Advanced MI playbook that's available on the contextual side panel or the Playbook tab of an incident record page. This playbook provides a similar interface to the MI playbook but has advanced, configurable capabilities for communication and collaboration steps.

Add or mute participants in a Microsoft Teams conference call in Service Operations Workspace.

Add or mute participants in a Zoom conference call in Service Operations Workspace.

Manage major incidents using the MI playbook from the contextual side panel or the Playbook tab of an incident record page. This playbook provides a simple, concise, and task-oriented interface for managing the major incident process.

Manage the recipients list for a communication task to create flexible and effective communication with the required stakeholders.

Look up your schedule, create an event of custom event type, request time off for an on-call or work shift, or swap your shift with your peers using the calendar in Service Operations Workspace.

Accept or reject absence requests, resolve gaps and conflicts by providing coverage and scheduling extra time for a shift.

Manage a major incident record with a playbook or the various tabs on the major incident record page.

Manage the major incident life cycle and process using Major Incident Playbooks from the contextual side panel of an incident record page.

You can use a few Service Operations Workspace integrations to promptly investigate the root cause and resolve the incidents that lead to unplanned interruptions and reduce the quality of IT services.

Map the password reset process to verify the identity of the user requesting a password reset.

Create a route for the verification method to map the verification process.

Use Microsoft Teams to schedule the conference calls with the stakeholders to resolve the incidents in Service Operations Workspace.

You can migrate the common customizations and configurations of the existing dashboard to the Performance Analytics dashboard(PAR dashboard) using the on-screen migration utility. With this migration, you won't have to re-do the customizations for the PAR dashboard in Service Operations Workspace for ITSM to view the data.

Configure the client actions to migrate field decorators actions from ITSM Agent Workspace to Service Operations Workspace.

Configure the client script to migrate field decorators actions from ITSM Agent Workspace to Service Operations Workspace.

Configure the server script to migrate field decorators actions from ITSM Agent Workspace to Service Operations Workspace.

Configure the UI component to migrate field decorators actions from ITSM Agent Workspace to Service Operations Workspace.

Through a set of simple steps, quickly migrate your ITSM Agent Workspace features including configurations and customizations to Service Operations Workspace for ITSM.

Configure the client actions to migrate list actions from ITSM Agent Workspace to Service Operations Workspace for ITSM.

Configure the client script to migrate list actions from ITSM Agent Workspace to Service Operations Workspace for ITSM.

Configure the server script to migrate list actions from ITSM Agent Workspace to Service Operations Workspace for ITSM.

Configure the UI component to migrate list actions from ITSM Agent Workspace to Service Operations Workspace (SOW) for ITSM.

Configure the client actions to migrate related list declarative actions from ITSM Agent Workspace to Service Operations Workspace.

Configure the client script to migrate the related list declarative actions from ITSM Agent Workspace to Service Operations Workspace.

Configure the server script to migrate related list declarative actions from ITSM Agent Workspace to Service Operations Workspace.

Configure the UI component to migrate related list declarative actions from ITSM Agent Workspace to Service Operations Workspace.

You can migrate common customizations and configurations for various features from ITSM Agent Workspace to Service Operations Workspace for ITSM using the on-screen migration utility. With this migration, you won't have to rebuild these features in Service Operations Workspace for ITSM. For these features, you can migrate any specific record types and elements or all of them.

Create and manage major incidents in Service Operations Workspace.

A major incident has a high impact and urgency that affects many users and deprives the business of one or more crucial services. Given the urgency of the situation, a well-coordinated response process is required to accelerate the resolution and minimize the business impact.

Customize an existing announcement or add an announcement for additional tables.

Configure the header message that is part of the greeting text on the landing page. For example, You are on-call until Monday, Mar 21.

Change the image of the space man to an image your choice.

You can modify standard change templates based on your organization's requirements.

Configure the data displayed in the Upcoming section.

Use the implementation extension point to create implementations and execute batch processing to update multiple records, which improves the performance of the system.

You can create a connected experience for users in Service Operations Workspace through ServiceNow integrations with Microsoft Teams.

Mute a participant from the conference call to avoid unnecessary background disruption.

Join an existing conference call to participate in the discussion to resolve an incident.

Migration of the new record menu items from ITSM Agent Workspace to Service Operations Workspace for ITSM includes identifying the required tables, identifying new record menu items for migrations, and the migration process.

Notify in Service Operations Workspace provides support for SMS, telephone, and the service providers on the ServiceNow AI Platform for communicating internally with team members and externally with customers and contractors.

Configure your ServiceNow instance with Notify connector for Microsoft Teams application from Service Operations Workspace using the guided setup to enable making calls using Microsoft Teams.

The roster template workbook contains one sheet per mapped group, prefilled with shift template details.

Use the on-call onboarding utility to create schedules for many groups at once instead of configuring each group individually. The On-Call Onboarding wizard helps you create on-call schedules for multiple teams by mapping shift templates, uploading a roster spreadsheet, and optionally configuring escalation policies.

On-Call Scheduling ensures that dedicated support team members are always available to resolve issues as they arise. You can set up on-call schedules, roster rotations, and escalation policies, escalate notifications for a group, and determine the current contact for an escalation.