SOW VS AW(agent workspace)

SKUMAR2
Tera Contributor

‎09-26-2024 06:22 AM

Please help to understand difference SOW vs AW(Agent workspace), can we use HRSD in SOW

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Sanjay191
Tera Sage

‎09-26-2024 06:49 AM

Hello @SKUMAR2 

Please Refer This 

The terms SOW (Service Operations Workspace) and AW (Agent Workspace) refer to different workspaces in ServiceNow, each tailored to specific use cases. Here’s a breakdown of the differences and the relationship with HRSD (Human Resources Service Delivery):

1. SOW (Service Operations Workspace):

  • Purpose: SOW is designed for managing and tracking IT service management (ITSM) operations. It provides a consolidated view of incidents, changes, and problem management in a workspace tailored for service operations teams.
  • Focus: It mainly focuses on IT operations (like incidents, service requests, changes, and problems).
  • Features: It includes features such as managing tasks, records, approvals, reporting, and service status views.
  • Use Case: Ideal for IT service managers, support teams, and anyone managing the IT service lifecycle.

2. AW (Agent Workspace):

  • Purpose: AW is a more flexible and general-purpose workspace built for agents across different departments, including HR, IT, customer service, and more. It provides a unified workspace for agents to handle incoming cases and requests efficiently.
  • Focus: Customer-centric interactions where agents need to handle queries, requests, incidents, or cases. It’s not restricted to just IT but can be configured for different departments, including HR, Customer Service, and Field Service.
  • Features:
    • Streamlined interface to manage multiple tasks at once.
    • Case/incident management, live updates, and contextual information in one pane.
    • Embedded in-platform collaboration tools, performance dashboards, and activity streams.
  • Use Case: Ideal for HR, customer support, IT agents, and departments that manage interactions with employees, customers, or stakeholders.

3. Can you use HRSD in SOW?

  • Not typically. HRSD is designed to work within Agent Workspace (AW) rather than SOW. HRSD (Human Resources Service Delivery) modules are usually set up in Agent Workspace, which is designed to handle HR cases, lifecycle events, onboarding/offboarding processes, and employee requests.
  • Why? HRSD is more aligned with employee experience and HR case management, making Agent Workspace the right fit due to its customizable dashboards, templates, and HR workflows.

Summary:

 



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