[Music] hey everyone justin here and i have one that i'm really excited to share with you it is service operations workspace let me give you a little background because i had a video early on i was talking about the next experience the new ui and this new workspace concept and one of the things that i noticed right away that was missing was there was no agent workspace inside these workspaces like how did they overlook refreshing bringing agent workspace into this new great experience and i kind of moved on and said hey that's just you know maybe it didn't make the cut for san diego and was browsing around in change management documentation i ran across this service operations workspace it's right above my head so this guy right here service operations workspace you don't need agent workspace anymore you can do everything here incidents changes problems request catalog interactions converting them back and forth we can look at on-call schedules we can look at all sorts of things this video is going to be a quick tour i'm going to do a deeper dive as you can see in the middle my overview i'm in my pdi there's some error messages i haven't troubleshooted any of this but let's talk about that one of the things i can do i can slip easily between my team's work and my work it changes the cards i'm seeing up there if i scroll down a little bit further if i want to look at incident slas i can click view all up here which changes the view down here for incident slas so there's some interactivity between these cards and what's showing down below in order for me to see these things if you've seen another video i made uh just the other day i can come in at the columns change the way this looks and feels personalize it to me into my work i can switch these incidents into a card view i can pop them out into a separate list all within my workspace now i'm opening browser and i'm opening tabs within this particular workspace so i can move around easier same kind of personalization settings within these list views but it gets better if i go ahead and open up one of these incidents that's assigned to me we'll do this scan thread detected i get my overview so this is a classic workspace theme we're seeing is this landing spot we can see some high-level metrics for the internet we're looking at i've got my notes in the middle some assessments on the right if i click on details i can see my incident details and this is where some cool stuff starts happening that you haven't seen before in agent workspace let me move my head over to the left and call your attention to this guy over here on the right hand side what the heck are assessments these are coaching assessments an often overlooked feature in servicenow to help your teams improve their service improve their documentation and respond to incident i can look at the record information i can toggle down to agent assist i love demoing agent assist because it shows how we can bring information to your agent to help them resolve incidents faster what's this right here on-call experts i can get to my on-call configuration to say hey i need someone from the network team search for somebody and i'm going to get back exactly who's on call i've got beau rugby and david liu on call for the network team i can click and shift details see what's going on with them all directly from this incident i still have access to my attachments i still have access to my templates if i had any built in my pdi they'd be showing up there what else can i do i'll tell you folks this was kind of possible in the old agent workspace but man it's incredible here i can create incident tasks outages problems i can even create a request from this incident let's not do it just yet let's back up a little bit and show you what's at the top where i can create new things new interactions new incident we'll start with new interaction it's a great thing we see service tests actually you using we don't know when someone calls is it an incident is it a request is it you know just information they're needing so we have this new type of record we can say hey someone just messaged me they asked me this question it's still new i'll just put in test test and we'll save this from this interaction now i can create those same things i was just showing you some of these are customer service management you're seeing in here but i still have my itsm stuff which i think is important in the service operations workspace i can create a change so i move directly into change and wow look at this new interface i have cards like i was actually working on a change i'm filtering right now just on pre-approved changes i can switch this to my pin changes if i had any i don't believe i do have any i don't so we'll keep it pre-approved i can just grab oh there's my reboot windows server change and i can start moving through my change documentation details that you'd expect in a workspace to create a change request if i wanted to see hey what does a change request actually look like in its life cycle i've got a full access to all the different itsm artifacts assets records that you would want to look up so we'll open one here as fred and see what an in-progress change request looks like i've got change details on the left hand side everything you expect back out plan scheduling all that stuff change task as a separate tab in here related records as a separate tab i can continue the change request i can refresh my affected services i can go look at who's waiting on for approvals this is new for change management we haven't seen this before let's go back to the interaction what if this was a request that was kind of a hassle in the old system i need to get back to my interaction over right here this was a hassle in the old agent workspace when we got out of the catalog and into the change catalog stuff like that you saw how smooth that was watch this we're going to create a service request it's going to open my service catalog portal within this workspace i can browse the different things in the catalog that someone might need maybe they were needing some software and maybe that was adobe acrobat pro we get the form we fill it out bad example because i don't have any form fields to fill out but i know i did on that executive desktop we've got some details we could specify we're gonna do two gigabytes we're going to change the hard drive level all the stuff you'd expect from the catalog but order now and now this is going to create this request within the workspace i didn't have to leave the incident or the interaction in this case i still got my change opened over here if i refresh over here now i have a related task for the request that i just created i still have my change that i was working on i can still come back here to the request i can close this i don't need to see it any longer and i still have all the other information that we had up here my change requests that we were poking around and looking at my incident that i was actually looking at when we first opened this up the incidents that are assigned to me i can start browsing through all these different things and work on them this is huge everyone i am so excited about this i couldn't wait to make this video i didn't bother cleaning up some of the errors and stuff because i wanted you to see this right away i want you to install this it's a plug-in it's through the store but it's going to be also if you just go to your system applications plug-ins turn it on if you have itsm standard licensing if you've upgraded to san diego turn it on this is a game changer i hope you like this video i'm probably going to do some more on this new service operations workspace if you like this please like please subscribe please share it with someone you think might be interested and i really really hope to see you on the next one [Music] you