Skip to content
Service Operations Workspace for ITOM › ITOM AIOps › IT Operations Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Configuring Service Operations Workspace for ITOM

Configure Service Operations Workspace for ITOM so that you can manage IT alert volumes efficiently and customize the workspace to enhance service delivery and operational visibility.

The Service Operations Workspace (SOW) for ITOM is a centralized hub designed to optimize IT Operations Management by focusing on the handling and resolution of alerts. By leveraging this workspace, administrators can streamline the process of monitoring, triaging, and resolving alerts, thus enhancing service delivery and operational efficiency.

Note: Installing the AIOps Experience application [sn_sow_aiops] provides you with Service Operations Workspace for ITOM.

If you want information regarding subscriptions for ITOM SOW, check the ITOM AIOps subscription at Subscription for ITOM Health.

When setting up the Service Operations Workspace, it's crucial to configure both IT Operations Management (ITOM) for managing alerts and IT Service Management (ITSM) for resolving incidents and delivering services. This integrated setup ensures access to the full range of features, facilitating comprehensive management of IT operations and service quality.

To know about the ITSM configurations, see Configuring Service Operations Workspace for ITSM.

Configuration overview

The following topics explain how to configure the base SOW.

  • Install Service Operations Workspace for ITOM application
    You can install the AIOps Experience [sn_sow_aiops] application to get Service Operations Workspace for ITOM if you have the admin role. The application includes demo data and installs related ServiceNow® Store applications if they are not already installed.
  • ITOM AIOps configuration center
    The ITOM AIOps configuration center is a centralized hub to manage AIOps settings. It helps you integrate monitoring tools, optimize alerts, metrics, and logs, manage services, dashboards, teams, and authorization—streamlining event-to-response workflows for better visibility, noise reduction, and operational efficiency.
  • Customize the Service Operations Workspace for ITOM home page
    You can customize the data displayed in sub pages of the home page that is available in the base system. For any visual styling changes, you need to create a copy of that landing page and edit it.
  • Open your Configurable Workspace experience in UI Builder
    Access your Configurable Workspace experience in UI Builder for editing.
  • Service Operations Workspace
    The Service Operations Workspace monitors services within your Event Management environment, enabling you to review their status and identify those at risk of suboptimal performance. This empowers you to promptly address any issues.
  • On-call scheduling in Service Operations Workspace for ITOM
    ITOM Service Operations Workspace supports creating and managing your on-call shifts and schedules. On-call schedule determines who is on-call at a given time. Learn how to configure on-call calendars and escalation policies to ensure timely responses to critical issues, reducing downtime and maintaining service continuity. Streamlining these processes enhances team readiness, minimizes disruptions, and improves service reliability.

Parent Topic:Service Operations Workspace for ITOM