---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Users in Service Operations Workspace for ITSM

# Users in Service Operations Workspace for ITSM {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Users can access various Service Operations Workspace for ITSM pages based on assigned roles and associated service desk groups and audiences.
{#users-sow-itsm__table_jrc_mdf_ccc__entry__2}

| User | Description |
|-|-|
| Tier 1 agent | User who has the itil or sn_sow.sow_home role and belongs to a service desk group. Primarily focused on the life cycle of the following records: * Interaction * Incident * Request {#users-sow-itsm__ul_a3d_yms_dcc} |
| Tier 2 agent | User with the itil role. Primarily focused on the life cycle of the following records: * Incident * Request * Change * Problem * Major incident {#users-sow-itsm__ul_th2_1ns_dcc} |
[Table 1. Users in SOW]

{#users-sow-itsm__table_jrc_mdf_ccc}