Our goal is to give IT operations agents a consolidated, at-a-glance view of service health. The Operator Workspace dashboard aggregates and correlates top alerts that are causing business service degradation. IT can look at an overview of all alerts and associated incidents listed by severity. This approach enables IT to prioritize incidents and take corrective action sooner.
Prior to joining this project, a visual designer had ideated through the initial needs of the PM. I stepped and refined the designs, defining the interatctions based on technial and resource limitations.
Keeping the main outcomes a NOC operator would want to achieve in mind, I was able to prioritize features and delay others for later releases while the development team was building.
Operator Workspace was then featured as the keynote ITOM product at ServiceNow Knowledge 2019.