You can familiarize yourself with the most used terms in Service Operations Workspace for ITSM.

Tabela 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.