Smart IT uses this industry standard PWA technology for the work order and incident screens, beginning 20.08. You can customize these screens in Remedy Developer Studio in a similar way that you customize the screens which get rendered by mid tier. The new approach offers a lot of flexibility for developing on top of our dynamic modern UX for incident and work order management that fits exactly your needs. For more information, see Progressive Web Application screens in Smart IT.
The attached video will walk you through couple of use cases, the first use case is about bringing in efficiency in de-allocating assets while the second use case is about bringing out the context in outgoing emails. Do take a look.