Managing IT services in your organization

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.

An agent's journey when managing IT services

An agent can start the day by looking at an overview of assignments, outages, service announcements, and assignments in Service Operations Workspace to prioritize work based on service level agreements (SLAs), priority level, and urgency.
The agent can create an incident based on the issue reported. Because the agent has access to related incidents and recent interactions, better and faster support can be provided. The agent also has access to all related information from the incident record page.
The agent can resolve the incident faster by using tailored recommendations.
The agent can reach out to experts on-call for high-priority tasks.
The agent can collaborate with the requester and peers right from the task.
The agent can create a change request to fix the issue.
Knowledge Management in Service Operations Workspace
Knowledge articles provide agents with information such as self-help, troubleshooting, and task resolution.
Major Incident Management in Service Operations Workspace
Create and manage major incidents in Service Operations Workspace.
On-Call Scheduling in Service Operations Workspace
Use On-Call Scheduling in Service Operations Workspace to view and manage your shifts and schedules.
Problem Management in Service Operations Workspace
When you have recurring incidents or a major incident, you can create a problem to identify the root cause of the incidents and help prevent them from happening again. Use Service Operations Workspace to manage problems through their life cycle, share workarounds or fixes with related incidents, and create known error articles to help deflect incidents.
Recommendation Framework in Service Operations Workspace
An agent can view dynamic and contextual recommendations and perform a relevant action.
Recommended Actions for ITSM in Service Operations Workspace
Get guidance-based or field-level recommendations for records in Service Operations Workspace.
ServiceNow integrations with Microsoft Teams in Service Operations Workspace
You can create a connected experience for users in Service Operations Workspace through ServiceNow integrations with Microsoft Teams.
Service Level Management in Service Operations Workspace
You can access the service level agreement (SLA) information for an incident on the Service Operations Workspace landing page and incident record page.
Walk-up Experience management in Service Operations Workspace
Manage your walk-up interactions and queues in Service Operations Workspace.
Collaboration in Service Operations Workspace
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.
Computer Telephony Integration in Service Operations Workspace
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.
Universal Request in Service Operations Workspace
The Universal Request is a task that a requester creates from sources such as Agent Workspace, Service Operations Workspace, or using a Virtual Agent chat.
Universal Task in Service Operations Workspace
Agents can use the Universal Task application to create tasks for employees and to manage the request resolution.
Resetting password using Service-desk assisted Password Reset in Service Operations Workspace
The Password Reset for Service Operations Workspace application enforces strong and secure passwords by enabling end users to reset or change their passwords by requesting the service desk agent.

Parent Topic:Service Operations Workspace for ITSM

Optimizing IT services in your organization

title	Managing IT services in your organization
description	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.
locale	en-US
canonical_url	https://www.servicenow.com/docs/r/australia/it-service-management/service-operations-workspace/managing-services-operations-in-organization.html
release	australia
product	Service Operations Workspace
classification	service-operations-workspace
topic_type	concept
last_updated	2026-09-10
reading_time_minutes	3
breadcrumb	Service Operations Workspace for ITSMIT Service Management