---
title: Use Employee Slate for ITSM
description: View active outages and degradations using the Service Health Broadcast widget. Ask Otto for a summary of current issues, check in for walk-in help, or book appointments using the Tech Lounge widget.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/use-employee-works-itsm.html
release: australia
topic_type: task
last_updated: "2026-09-16"
reading_time_minutes: 3
breadcrumb: [Employee Slate for ITSM, IT Service Management]
---

# Use Employee Slate for ITSM

View active outages and degradations using the Service Health Broadcast widget. Ask Otto for a summary of current issues, check in for walk-in help, or book appointments using the Tech Lounge widget.

## Before you begin

Role required: none

## Service health status values

The following status values classify entries in the Service Health Broadcast widget, the All services page, and the service detail page.

|Status|Description|
|------|-----------|
|Outage|The service is completely unavailable.|
|Degraded|The service is available but performing below normal.|
|Under maintenance|Maintenance is scheduled or in progress for the service.|
|Operational|The service has no active outage, degradation, or maintenance.|

## Procedure

1.  Navigate to the Employee Slate for ITSM homepage.\[Omitted image "employeeworks-landing-page.png"\] Alt text: Landing page showing Service Health Broadcast banner

    The Service Health Broadcast banner shows active outages, active maintenance, and degradations at the highest business criticality tier and displays for all users. The banner only displays the three most recently updated events.

2.  Select **View details**.\[Omitted image "employeeworks-all-services.png"\] Alt text: All services page with Service health and Scheduled maintenance tabs

    The **All services** page displays the service status for outages, degradations, the ones under maintenance, and the operational status for the services.

3.  Select a service to drill down into the details for Employee Slate for ITSM.

    **Note:** Subscribe to service status updates to be informed on the status of service, such as when an outage or degradation occurs. When you subscribe to service status updates, you receive an email confirming that you've subscribed to those updates.

    \[Omitted image "employeeworks-service-details.png"\] Alt text: Service details page showing status and updates

4.  From the Servicehealth banner in the Employee Slate for ITSM homepage, select **Ask Otto** to open a chat that automatically summarizes active outages for services you can access.

    **Note:** Make sure the Outage lookup plugin is installed to view the Ask Otto conversations.

    \[Omitted image "employeeworks-ask-otto.png"\] Alt text: Otto chat interface showing outage summary

5.  Add the **Tech lounge** quick link to the Employee Slate for ITSM homepage.

    For more information, see [Configure EmployeeWorks Web App](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/employee-service-management/empworks-configure-employee-slate-moveworks.md).

6.  From the homepage, select the **Tech lounge** quick link.

    The Tech lounge page shows your selected location, its hours of operation, and the current walk-in queue.

    **Note:** Your administrator can rename **Tech lounge** to match the name your organization uses. When the name is changed, the labels on this page show that name instead.

7.  Select **Change location** to pick a different Tech lounge location.

    Hours of operation and the walk-in queue are specific to each location. The location you select is remembered for your next visit.

8.  To check in for walk-in help, select a reason for your visit and describe what you need help with, then select **Next**.

    A description of your issue is required before you can check in. As you type, Otto suggests knowledge articles and a generated answer that match your description — reviewing these may resolve your issue without a walk-in visit.

    **Note:** Otto is an AI agent. Answers it generates may not always be accurate. Review AI-generated content before acting on it.

9.  After you check in, view your position in the queue and your estimated wait time on the confirmation screen.

    The queue count and wait time update automatically as employees check in and are helped, without requiring a page refresh.

    Email notifications keep you updated on your walk-in visit — technician assignment, spot status, and queue position. Each notification links to your tech lounge visit.

10. To schedule a visit instead of walking in, select **Book appointment**, choose an in-person or remote appointment, then select a date and an available time slot.

    Available time slots reflect the Tech lounge location's configured hours and existing appointment load. From the confirmation screen, you can add the appointment to your calendar, edit the appointment details, or cancel it.

11. To start a Tech lounge visit conversationally instead, use Otto to visit the tech lounge you need help with.

    \[Omitted image "employeeworks-visit-lounge.png"\] Alt text: EmployeeWorks Visit Lounge

    Otto routes the named request into the same walk-up flow.

12. Confirm your walk-in check-in within the conversation.

    \[Omitted image "employeeworks-confirm-booking.png"\] Alt text: EmployeeWorks Confirm Booking

    Otto checks you in to the walk-in queue for the tech lounge location without leaving the chat.

    **Note:** Using Otto, you can also conversationally check-in for walk-in help, book an appointment, and also get the current position in the queue and cancel them if needed.