Difference between Agent Workspace and SO Workspace

[Nidhin Mohan]

Team,

Good Day.

Need help in understanding the difference between Agent Workspace and SO Workspace.

BR,

Nidhin Mohan

[sai12]

Hi,

Service Operations Workspace is a configurable workspace, which as SN puts it is newer, more flexible technology than Agent workspace. The look and feel of SOW and Agent workspace might seem the same at first glance but SOW is way more configurable. Apparently Agent workspace will be deprecated and customers should start moving towards the SOW configurable workspace.

[Nidhin Mohan]

Many thanks Sai.

[sai12]

Hi, Could you please hit helpful if it helps you : )

[Sai Shravan]

Hi @Nidhin Mohan,

Difference between Agent Workspace and Service Owner (SO) Workspace

Feature	Agent Workspace	SO Workspace
Purpose	Designed for agents who handle incidents, requests, and tasks.	Designed for service owners who manage service delivery and performance.
User Interface	Clean and intuitive interface designed for ease of use, with relevant information presented in a single window.	Customizable interface with an overview dashboard to monitor service health and performance.
Functionality	Provides agents with access to all the tools and information they need to handle their assigned tasks. Agents can view and update task details, related records, and knowledge articles from a single location.	Provides service owners with insights into the performance of their services, including service level agreements (SLAs), incidents, and changes. Service owners can view and analyze data to identify trends, resolve issues, and make data-driven decisions.
Collaboration	Includes collaboration tools such as live chat, virtual agents, and communication channels to allow agents to communicate with each other and with customers.	Does not include collaboration tools.
Integration	Integrates with other ServiceNow modules, such as Service Catalog, Incident Management, and Problem Management, to provide a seamless experience for agents.	Integrates with other ServiceNow modules, such as Service Catalog, CMDB, and Reporting, to provide a holistic view of service performance.
Accessibility	Can be accessed from any device with an internet connection, including desktops, laptops, tablets, and smartphones.	Can be accessed from any device with an internet connection, including desktops, laptops, tablets, and smartphones.

Reference URL's : 

Service Operations Workspace for ITSM : https://docs.servicenow.com/en-US/bundle/utah-it-service-management/page/product/service-operations-...

Agent Workspace : https://docs.servicenow.com/en-US/bundle/utah-it-service-management/page/product/itsm-workspace/conc...

Regards,

Shravan