---
title: Users in Service Operations Workspace for ITSM
description: Users can access various Service Operations Workspace for ITSM pages based on assigned roles and associated service desk groups and audiences.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/service-operations-workspace/users-sow-itsm.html
release: australia
product: Service Operations Workspace
classification: service-operations-workspace
topic_type: reference
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Getting started with Service Operations Workspace for ITSM, Configuring Service Operations Workspace for ITSM, Service Operations Workspace for ITSM, IT Service Management]
---

# Users in Service Operations Workspace for ITSM

Users can access various Service Operations Workspace for ITSM pages based on assigned roles and associated service desk groups and audiences.

<table id="table_jrc_mdf_ccc"><thead><tr><th>

User

</th><th>

Description

</th></tr></thead><tbody><tr><td>

Tier 1 agent

</td><td>

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

</td></tr><tr><td>

Tier 2 agent

</td><td>

User with the itil role.Primarily focused on the life cycle of the following records:

-   Incident
-   Request
-   Change
-   Problem
-   Major incident

</td></tr></tbody>
</table>