“AWA” in the context of ServiceNow typically refers to “Automated Workflows & Actions,” 

Key aspects of AWA in ServiceNow could include:

1. Workflow Automation: This involves creating automated workflows to streamline and standardize processes. For example, automating the incident management process so that when a new incident is logged, the system automatically assigns it to the appropriate team based on predefined criteria.

2. Service Catalog Automation: Automating the processes related to service requests, where users can request services through a self-service portal, and these requests can be processed automatically.

3. Event Management and Operational Automation: This involves automating responses to system events, like auto-resolving common issues or auto-escalating critical incidents.

4. Custom Scripting and Integration: Using the ServiceNow scripting engine and APIs to create custom automated actions and integrate with other systems and tools.

5. Performance Analytics and Reporting: Leveraging ServiceNow’s analytics tools to monitor and report on the performance of automated workflows, helping organizations to continually improve their processes.