servicenow guided tour workspace

ServiceNow’s Guided Tours

ServiceNow has a unique feature set for end users to take a journey through the environment.  ServiceNow’s guided tour is a tool within the platform to help train and onboard users.  

What’s a Guided Tour?

Guided tours are step-by-step guides in ServiceNow that walk a user through a series of operations to navigate through the environment.  Some guided tours are designed to enable the user to complete a pre-defined task and help the user understand the “why” behind that task. These tours can greatly assist users who are new to ServiceNow and are learning how to navigate the platform.  Guided tours are available even after a user has completed it and can serve as a great resource to return to if a refresher is needed. Guided tours provide a step-by-step walkthrough of how to complete a task and can build confidence in doing so successfully. 

Guided tours can be created and located in the help menu in the Standard UI and in the header of the Service Portal homepage.

Guided Tours for End Users

An example of a guided tour for an end-user would be, “How to Navigate through the Service Portal.”  This tour could possibly highlight the key features of the Service Portal, explaining its purpose, and walk a user through how to navigate within the portal. Another example of a guided tour could be, “Submitting a Request through the Service Portal.”  This tour could guide and walk the user through the steps of submitting a request through the Service Portal. 

Guided Tours for Fulfillers

For users who are performing tasks and fulfilling tickets, guided tours can also be helpful.  For example, a guided tour could be created to walk through “How to Approve a Change Request.”  This tour would be configured with the classic UI and could utilize the Change Management workbench or the ‘my approvals’ module in the left-hand navigation.  Another example of a guided tour for a fulfiller could be “How to Create a Knowledge Article” or “How to Complete a PIR for a Major Incident.”

Tours are a powerful feature set for both end users and fulfillers alike.  Whether a user is new to ServiceNow or has been navigating in the platform for years, utilizing a tour empowers users to better understand how to properly perform a task in an efficient manner that follows the organization’s best practices.  

Want to learn more about how to create a guided tour within your environment?  Check out our blog post: “ The Guided Tour Designer. ”

This website uses cookies to improve your experience. We'll assume you're ok with this, but you can opt-out if you wish. Read More

The ServiceNow workspace experience is changing – are you ready?

With Agent Workspace coming to an end, now is the perfect opportunity to explore how you can benefit from ServiceNow’s new ‘Next Experience’ Configurable Workspaces.

Today’s workforce demands a flexible working experience tailored to their needs. The static workspaces of the past are no longer enough – your people now expect configurable page layouts, extensive component options, and the ability to build custom features.

Not to worry, ServiceNow is hard at work making this next-generation of workspaces available to those using the platform, and the good news is that you can start taking advantage of them right now.

Before we begin, let’s talk terminology…

To reflect its new approach to workspaces, ServiceNow has updated its terminology to describe the old vs. new way of working. Here’s a quick breakdown of the terms you need to know:

The old way

• Classic Environment: The way you worked before and what you’ve probably gotten used to. You work out of forms, lists and dashboards and open new windows when you want to view multiple areas of a platform at the same time.
• Agent Workspace: A workspace that allows you to work in multiple areas of the platform on one screen. Elements like Agent Intelligence and Playbooks added some great new functionality, but, overall, it’s fairly limited and more of a one-size-fits-all approach.

The new way

• Configurable Workspaces: A whole host of highly-configurable, persona-based workspaces built on a flexible architecture. There are a growing number of UI Builder components available that can be added to Configurable Workspaces to tailor the experience to the user’s needs.
• Next Experience UI: A redesigned, modern look and feel for the Classic Environment. It includes a horizontal menu bar that optimises the use of the screen including easy access to favourites and workspaces. It also enables switching between Classic Environment and workspaces all in the same browser window.

Now, let’s dive into what’s driving this change and how you can benefit.

What’s happening to the ServiceNow Agent Workspace?

ServiceNow’s route towards this new way of working has seen a wealth of components being made available for its Configurable Workspaces. You’ll notice, however, that these new components don’t make an appearance in Agent Workspace.

This is because Agent Workspace is slowly being replaced in favour of this Configurable Workspace approach, with support ending for Agent Workspace in March 2024.

Configurable Workspaces are compatible with ServiceNow’s Next Experience User Interface (UI) – a new interface that allows you to access ‘Classic Environment’ forms, lists, and dashboards in the same pane as your Configurable Workspace.

Now, the end of Agent Workspace might sound like a bad thing, but it actually presents you with an opportunity. You can benefit from these new Configurable Workspaces right now with multiple components to choose from.

The Service Operations Workspace

The Service Operations Workspace is a good example of where this transition from old to new has already occurred.

The Service Operations Workspace is a Configurable Workspace compatible with the Next Experience UI and is available in ServiceNow’s IT Service Management (ITSM) and IT Operations Management (ITOM) products. Hence the ‘Service’ and ‘Operations’ in the title.

Each ServiceNow product will have its own related Configurable Workspace. At first, they may not seem all that different from the workspace experience you’re used to, but you'll soon discover there’s a great deal more flexibility and configuration on offer than what’s possible using Agent Workspace.

ServiceNow's recommendation is that any new workspaces are created using a Configurable Workspace as it begins to deprecate Agent Workspace ahead of March 2024.

There's no way to migrate existing Agent Workspaces to a Configurable Workspace due to the architecture being completely different – so now is the time to start considering making the move.

What are the benefits of ServiceNow’s Configurable Workspace?

Configurable Workspaces using the Next Experience UI are focused on configuration for specific job roles or ‘personas’. They use a catalogue of functions and features that can be enabled and designed with your unique workplace requirements in mind.

By aligning your people’s workspaces with the apps and services they need, your users will feel fully supported to complete their work tasks. It also allows you to maximise efficiency by removing common process bottlenecks via a single workspace.

Go beyond out-of-the-box

People like to work in the way that best suits them.

Whilst ServiceNow’s out-of-the-box workspaces, such as the Service Operations Workspace , are enough to get you started, they won’t be right for all roles and responsibilities.

The beauty of Configurable Workspaces is that you can design them from scratch using an extensive library of components to suit a unique set of requirements.

The list of available components continues to grow, and you can adjust and develop your workspaces as the need arises instead of being restricted to what comes as standard.

Next Experience UI

The Next Experience UI allows a user to see everything relevant to their role in a single view, with configurable features for adding new widgets and functions as well as changing accessibility settings.

Using the Next Experience UI Builder, you can quickly configure page layouts and components, extend and deploy custom components, and build pages and web-based portal experiences through a WYSIWYG interface.

This flexibility helps to improve productivity by allowing people to work in the way that they want and ultimately results in a more engaging experience for everyone.

Watch the video below for an overview of ServiceNow’s Next Experience workspace UI:

What do I need to do – and when?

ServiceNow has announced that support for Agent Workspace will end with the Washington D.C. update in March 2024. But there’s every reason to upgrade now, stay ahead of the competition, and deliver the workspace experience your people expect.

Our recommended first step for moving to this new Configurable Workspace experience is to consider what a reimagined workspace would look like in your organisation.

Do you have any existing areas that have to be frequently reworked or configurations that are overengineered for a single use case? Could these be removed or replaced by something more suitable?

It’s also worth considering which personas and user journeys currently exist in your ServiceNow instance. Is the ‘Classic’ way of working causing loopholes, missed opportunities and duplicated effort?

Be sure to engage with key stakeholders in your organisation to get their thoughts on what a new workspace experience would look like for them. These could be your service desk managers, service owners, or ServiceNow users.

As of the latest release (Tokyo), new ServiceNow customers only have access to this next-generation workspace experience. They're already benefitting from new best-in-class functionality – so make sure you are too.

Ready to get started?

We’re already helping our clients begin taking advantage of these new workspaces. Whether it’s our simple Accelerator Workspace service or a complete Next Experience Migration, we’ve got a wealth of experience in planning and supporting you through the transition.

We’ll hold persona-based interactive workshops with you to understand your business goals and design a workspace solution that supports them.

We’ve got three ready-made services for you to choose from:

• Accelerator Workspace : With no way to move an existing workspace into the new experience, we’ll get you up and running with a Configurable Workspace designed to replicate your current Agent Workspace setup.
• Accelerator Workspace Pro : In addition to the first service, we’ll provide consultation and configuration support to enhance and replicate your current way of working.
• The Ultimate Next Experience Migration : We’ll level up your user experience using best-in-class ServiceNow technology and design a persona-based workspace from scratch to meet your unique needs.

Our approach is to ensure you’re aligned with industry best practices and making the most of ServiceNow’s out-of-the-box functionality – which only grows with each release!

Simply get in touch with us to discuss your migration needs and we’ll help you begin the move to ServiceNow’s new Configurable Workspace experience.

More Articles

Your browser or one of your plugins is not allowing JavaScript to be run. This is a bummer since the ServiceNow Developers Site is dynamic and depends on JavaScript to function. If you want to visit this site, please disable the plugin, activate this site for JavaScript or use another browser.

You are being redirected to VMware's Cloud Services portal (Customer Connect)

Workspace one itsm connector for servicenow expands support to multiple uem and intelligence tenants.

The Workspace ONE ITSM Connector for ServiceNow helps you streamline service desk operations by surfacing UEM (Unified Endpoint Management) device data and actions and Intelligence tools directly in the ServiceNow Incident screen, so access to these other consoles is not required for L1 and L2 support agents, reducing mean time to resolution (MTTR) and training requirements. To date, the ITSM Connector for ServiceNow could only ingest data from a single Workspace ONE UEM tenant. However, many Workspace ONE customers have multiple UEM tenants, for different business units or child companies for example.

Now the Workspace ONE ITSM Connector can ingest data from up to five different UEM and Intelligence tenants. This blog will walk you through how to configure additional UEM and Intelligence tenants in the ITSM Connector for ServiceNow.

Prerequisites

  The following steps assume that the Workspace ONE ITSM Connector is already installed in your ServiceNow instance and has been configured to connect to one UEM tenant and one Intelligence tenant. Check out this video to learn more about configuring the ITSM Connector. The below steps describe adding the second and subsequent (up to five) UEM and Intelligence tenants.

Also, the steps to add additional UEM tenants will differ slightly depending on the ServiceNow version. The Washington version added a couple of steps to access these connection settings, so verify your ServiceNow version before starting. The following steps will only reference the Vancouver and Washington versions of ServiceNow since the latest version of the Workspace ONE ITSM Connector (version 5.0.0) only supports these two versions of ServiceNow.

How to add Workspace ONE UEM instances to the ITSM Connector

First, we need to enable multi-tenant support in the ITSM Connector. Then we can add additional Workspace ONE UEM tenants.

• Access the Guided Setup screens for the ITSM Connector in ServiceNow. Click the All menu at the top of the ServiceNow console. In the search field, type “Workspace ONE” then find the ITSM Connector and select Setup .

• From the ITSM Connector Welcome screen, click Continue on the top right.

• Scroll down to the Configure application defaults section and click Edit .

• On the Configure application defaults screen, click Configure .

• Select the check box to enable Workspace ONE Multi Tenant . Then click Save and Close .

• Then access the Configure Connections settings by clicking the first navigation circle on the left.

• Click Continue in the Configure connections section at the top.

• Then find the Configure UEM OAuth 2.0 details (optional) section, select the Configure Additional OAuth Connections tab, and click Configure .

NOTE: Here is where the steps depend on the ServiceNow version. If you have Vancouver, skip to step 11 below. If you have Washington or later, keep going with step 9.

• This takes you to the Workflow Studio. Select the Integrations tab to continue.

• Use the Search all connections field or scroll down and find the tile with the title Workspace ONE UEM ITSM Connection. Click Add Connection to directly add the information for an additional UEM instance OR click View Details to view and edit the list of UEM connections.

• In ServiceNow Vancouver, you will be taken directly to the Workspace ONE UEM ITSM Connection details screen. Click Add Connection to connect to an additional UEM tenant. This is also where you can edit any existing UEM connections.

How to add Workspace ONE Intelligence instances to the ITSM Connector

If you add another Workspace ONE UEM tenant to the ITSM Connector, you must add the corresponding Intelligence tenant as well.

• Follow the steps in the UEM section of this guide to access the Workspace ONE ITSM Connector Configure connections screen in ServiceNow. Then scroll down and find the Configure Intelligence OAuth 2.0 details section.

• Select the Configure Additional OAuth Connections tab and click Configure .

NOTE: Here is where the steps depend on the ServiceNow version. If you have Vancouver, skip to step 5 below. If you have Washington or later, keep going with step 3.

• On the Workflow Studio homepage, select the Integrations tab.

Figure 2: List of integrations in ServiceNow Workflow Studio

• Use the Search all connections bar at the top or scroll down and find the WS1 Intelligence ITSM Connection tile. You can click Add Connection to add another Workspace ONE Intelligence tenant or click View Details to view and edit the list of Intelligence connections (similar to UEM connections).

• In ServiceNow Vancouver, you are taken directly to the WS1 Intelligence ITSM Connection details screen. Click Add Connection to add another Workspace ONE Intelligence instance.

Map UEM instances to Intelligence instances

Now that we know where to add additional Workspace ONE UEM and Intelligence tenants, let’s map the UEM tenants to the correct Intelligence tenants in the ITSM Connector configuration.

• Go back to the Configure Intelligence OAuth 2.0 details section of the ITSM Connector setup screens in ServiceNow, but this time select the UEM to Intelligence Mapping tab, then click Configure .

• The pop-up dialog will show two columns: the list of UEM connections on the left and the list of Intelligence connections on the right. Map the correct Intelligence tenant to the UEM tenant, then click Save at the bottom.

Agent experience

Now that ServiceNow can search for device data in multiple Workspace ONE UEM and Intelligence tenants, how does this impact the service desk or helpdesk agent using ServiceNow? The only change is the message shown within the incident the first time ServiceNow searches for the configuration item (device serial number) in UEM or Intelligence. The service desk user can see ServiceNow cycle through each UEM tenant until a match is found. After a match, the correct UEM or Intelligence connection is cached so that every subsequent search goes directly to the cached connection.

Figure 3: Workspace ONE ITSM Connector in ServiceNow initial search for the configuration item in UEM

Additional Resources

Check out these other resources to learn more about the Workspace ONE ITSM Connector for ServiceNow:

• Workspace ONE ITSM Connector Feature Walkthrough video
• Employees are Now Empowered with the ITSM Connector for ServiceNow
• Workspace ONE ITSM Connector for ServiceNow Demo

Filter Tags

Christina Minihan

Read More from the Author

Staff Architect, Workspace ONE Technical Marketing, End User Computing. Christina has a background leading Pre-Sales System Engineering teams at End User Computing and VMware's Internet of Things business unit, and also at Google Cloud. Prior to Workspace ONE Technical Marketing, she led Technical Marketing, demo lab management and PoC/Beta Testing Programs for New Product Introduction within the VMware Edge and IoT business. Christina has a passion for communicating highly technical concepts in a format that anyone can understand. She holds a Bachelors in Management Information Systems from The University of Georgia and an MBA from Kennesaw State University.

Modal body text goes here.