0
7.1.0
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.
Service Operations Workspace ITSM Admin Center
New:
- Guided Setup for On-call configuration
- Ability to auto-discover service desk groups to assign role
- Support for configuring fuzzy count for list views
Problem Management for Service Operations Workspace
New:
- Ability to create known error article recommendation for a high impact problem
On-Call UI Components for Configurable Workspaces
New:
- Guided setup for on-call admin configurations
Notify UI Components for Configurable Workspaces
New:
- Guided setup for Notify admin configurations
Meeting Watcher - UI Builder Data Resource
New:
- Data Resource for UI Builder supporting the operations of Change Advisory Board (CAB) for Service Operations Workspace.
- Handling of updates that influence content displayed in a meeting
- Agenda items
- Approval status (example)
- Time elapsed
- Attendees
- Meeting notes
Meeting CAB
New:
- Ability to create and manage Change Advisory Board (CAB) meetings in SOW.
- Ability to run CAB meetings through CAB Workbench in SOW to review and authorize change requests
- Ability to discuss agenda items through CAB workbench before and during the CAB meeting
Incident Management for Service Operations Workspace
New:
- Users with itil_admin role can close resolved incidents
Changed:
- Agents are alerted when an incident is reopened that contains child incidents. They are notified of child incidents being reopened as a part of a parent incident being reopened.
- Remedial action playbooks is updated to use Flow Engine v2
Interaction Management for Service Operations Workspace
New:
- Agents can be notified when end users post an update to a non-focused chat tab. They can further prioritize responding to waiting end users with tabs changing colors as they cross certain thresholds.
- Agents can leverage a unified, in-record interface for phone/call-based interactions
- Agents can focus on an accepted interaction with the inbox panel auto-hiding upon accept
Request Management for Service Operations Workspace
New:
- Requested for card in the Record information side panel to provide actionable information that can help resolve requests and requested items faster.
Changed:
- Moved the Opened by user out of the Requested for card to its own card in the Record information side panel to replicate other record experiences in SOW.
Removed:
- Request summary card from the Record information side panel as data is already present in the record itself.
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