This guide provides a comprehensive overview of the Service Operations Workspace, offering insights into its functionalities and benefits for enhancing service management. It equips users with the necessary knowledge to effectively navigate and utilize the platform, ultimately streamlining operations and improving productivity. By understanding the workspace's features, users can optimize their workflow and make informed decisions in their service operations.
1. Navigate to Service Operations Workspace.
- Click the "Workspaces" tab.
- Select Service Operations Workspace.
2. Overview
This includes seven (7) charts that directly relate to work you are engaged in.
These charts have two (2) versions. Your work, where it shows work assigned to you, and Your team's work which it defaults to, and includes all work assigned to your groups.
These charts include
- Unassigned incidents
- New interactions assigned
- Catalog tasks assigned
- 7 Days with no Response
- Interactions assigned
- Incidents assigned
- Incident SLAs
Clicking one of these charts will render that data in the table below to provide more information.
3. You can toggle between Your team's work and Your work by using the drop down to the right of the Overview section.
4. All Active Notes
These are quick turn, one-off notes to provide timely updates for your team.
They are managed via Visual Task Board (VTB) and can be added, modified and closed as needed.
5. Announcements
These are out-of-the-box notifications created from changes.
6. Upcoming
These are tasks related to you that are either overdue, due today, or due tomorrow. Currently, these include RITMs and Changes.
7. Quick Links
This is open and personal. So, feel free to add links you feel are valuable to your day-to-day work.
8. Open New
Click the plus sign (+) beside the home tab to create a new interaction, incident, or Change Request.
