Service Operations Workspace for ITSM glossary

---
title: Service Operations Workspace for ITSM glossary
description: The glossary defines the terms and concepts used in Service Operations Workspace for ITSM.Glossary terms are grouped alphabetically.Glossary terms are grouped alphabetically.Glossary terms are grouped alphabetically.Glossary terms are grouped alphabetically.Glossary terms are grouped alphabetically.Glossary terms are grouped alphabetically.Glossary terms are grouped alphabetically.Glossary terms are grouped alphabetically.Glossary terms are grouped alphabetically.Glossary terms are grouped alphabetically.Glossary terms are grouped alphabetically.Glossary terms are grouped alphabetically.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/service-operations-workspace/glossary-landing-sow-itsm.html
release: australia
product: Service Operations Workspace
classification: service-operations-workspace
topic_type: concept
last_updated: "2026-10-21"
reading_time_minutes: 4
keywords: [glossary terms, glossary terms, glossary terms, glossary terms, glossary terms, glossary terms, glossary terms, glossary terms, glossary terms, glossary terms, glossary terms, glossary terms]
breadcrumb: [Service Operations Workspace for ITSM reference, Service Operations Workspace for ITSM, IT Service Management]
---

# Service Operations Workspace for ITSM glossary

The glossary defines the terms and concepts used in Service Operations Workspace for ITSM.

**Parent Topic:**[Service Operations Workspace for ITSM reference](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/service-operations-workspace/sow-reference.md)

**Related topics**  


[Additional roles for SOW admin]()

[Version compatibility between Service Operations Workspace for ITSM and Service Operations Workspace ITOM]()

[Service Operations Workspace for ITSM data model]()

[Components installed with Service Operations Workspace ITSM Applications]()

## A

Glossary terms are grouped alphabetically.

### Agent

A person within your company's ecosystem \(internal or external\) who can view, work, and respond to your end-user's tickets in Service Operations Workspace.

### Agent Client Collector

An adapter that collects CI metrics data for the Investigation tab in Service Operations Workspace. The tab is visible only if the Agent Client Collector or Microsoft Endpoint Configuration Manager adapter is installed and configured.

#### ACC

## C

Glossary terms are grouped alphabetically.

### CI Action Framework

A framework in Service Operations Workspace that you configure to add a new CI action or modify an existing one and to work with remedial actions.

### configurable workspace

A workspace built using UI Builder components, such as Service Operations Workspace.

### context

In Recommended Actions for ITSM in Service Operations Workspace, a setting that enables agents to see recommendations for a specific type of record when certain rules are met.

## E

Glossary terms are grouped alphabetically.

### Entity View Action Mapper

A definition in Service Operations Workspace in which you define a data source table and configure view templates, based on conditions, that control how data is displayed on second-level cards.

#### EVAM

## I

Glossary terms are grouped alphabetically.

### Interaction Controls Component

A component in Service Operations Workspace that enables Contact Center as a Service \(CCaaS\) providers to display native voice integrations.

#### ICC

## K

Glossary terms are grouped alphabetically.

### Knowledge Feedback Task

A record that is created when an agent selects Report Knowledge Gap in Service Operations Workspace.

#### KFT

## M

Glossary terms are grouped alphabetically.

### Microsoft Endpoint Configuration Manager

An adapter that you can set up in Service Operations Workspace to provide CI metrics for the Investigation tab.

#### MECM

### Multiple Record Associator

A component in Service Operations Workspace that batch processes multiple records and enables you to create implementation extension points.

#### MRA

## P

Glossary terms are grouped alphabetically.

### post incident report

A report that you generate in Service Operations Workspace for a major incident after service is restored, to review the cause of the incident and the actions the teams took to resolve it.

#### PIR

### primary ticket

An individual ticket, either an incident or a catalog task, that is linked to a universal request as a child record in Service Operations Workspace.

## R

Glossary terms are grouped alphabetically.

### recommendation

In Recommended Actions for ITSM in Service Operations Workspace, a suggestion of a helpful action to an agent, including the action and any relevant resources and inputs.

### Remedial Actions Framework

A framework in Service Operations Workspace that you configure to work with the CI Action Framework and remediate CI-related issues.

### requester

An end-user \(external or internal\) who raises incidents or service requests in the IT Support Portal for handling in Service Operations Workspace.

### resource generator

A component in Recommended Actions for ITSM in Service Operations Workspace that provides helpful information while you configure guidance and field value recommendations.

### rule

In Recommended Actions for ITSM in Service Operations Workspace, a set of conditions that applies to a context and shows recommendations to agents with certain roles for records that meet those conditions.

## S

Glossary terms are grouped alphabetically.

### 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 in Service Operations Workspace.

### SOW admin center

A centralized administration interface for configuring Service Operations Workspace settings, migration tools, and workspace components.

### standard change

A pre-approved, low-risk change with a proven history of success that is listed in the standard change catalog in Service Operations Workspace.

### Standard Record Page

The basic format in which records appear in Service Operations Workspace, with containers, components, modals, and other layouts that display the record information.

#### SRP

## T

Glossary terms are grouped alphabetically.

### 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, in Service Operations Workspace.

## U

Glossary terms are grouped alphabetically.

### universal request

A parent record in Service Operations Workspace 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.

## Z

Glossary terms are grouped alphabetically.

### Zero Touch Service Desk

A process for ITSM, designed to enable L1 Helpdesk automation, that supports a range of use cases through a flexible architecture in Service Operations Workspace.

#### ZTSD