Terminology in Service Operations Workspace for ITSM

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Use this reference to understand the key terms and roles in Service Operations Workspace which includes agent types, request, structures and configuration concepts.

    Table 1. SOW terms and descriptions
    SOW terms Description
    Agent A person within your company’s ecosystem (internal or external) who can view, work, and respond to your end-user's tickets.
    Requester An end-user (external or internal) who raises incidents or service requests in the IT Support Portal.
    Configurable workspace Workspace built using UI Builder components.
    Tier 1 agent An agent who belongs to a service desk group and handles first-level support requests such as incidents and catalog tasks from the Service Operations Workspace landing page.
    Tier 2 agent An agent who does not belong to a service desk group and handles complex or escalated work items such as problems, change requests, and incidents.
    Universal request A parent record that consolidates related primary tickets such as incidents and service requests — under a single request, giving agents a complete view of an end-user issue.
    Primary ticket An individual ticket either an incident or catalog task that is linked to an universal request as a child record.
    Service desk group An assignment group designated as a service desk, which determines whether agents in that group are routed to the Tier 1 landing page experience.
    SOW admin center A centralized administration interface for configuring Service Operations Workspace settings, migration tools, and workspace components.