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My library Knowledge Sources To Go is very popular, but it was intended mainly as a thematically grouped guide to standard sources and was provided by me as a PDF file. For certain topics, however, there is so much content that I can no longer include it in that document, as it cannot continue to grow forever.
For this reason, I have decided to handle such topics in individual community articles like this one instead.
What is Collaborative Work Management?
ServiceNow Collaborative Work Management (CWM) is an AI-powered, unified collaboration hub designed to centralize and streamline how teams plan, manage, visualize, and collaborate on all types of work across an organization. It addresses the challenges of fragmented work management by bringing together people, tasks, documents, and planning artifacts into a single platform, eliminating the need for disjointed tools and improving visibility, prioritization, and coordination of work. CWM enables flexible task management with customizable views (Kanban, Gantt, list), real-time collaborative documents, and seamless integration with strategic planning, empowering teams to align work with organizational goals and automate routine processes without requiring admin support. The primary audience includes knowledge workers, project teams, and cross-functional groups in any department who need to coordinate initiatives, manage operational or project-based tasks, and drive productivity through enhanced collaboration and transparency.
Entry point to the official product information pages
Entry point to the official product documentation
Summarized overview in one PDF file.
Provides detailed guidance on the way that ServiceNow intends the process to-be, for Collaborative Work Management (CWM).
Trainings & Courses
Collaborative Work Management (CWM) Essentials
This course designed for both users and implementers of the workspace including, portfolio managers, program managers, product managers, etc. Participants will explore the Collaborative Work Management workspace, including installation, setup, and key features such as collaborative spaces, flexible task management, collaborative documents, and data connectivity across the ServiceNow Platform—including the Strategic Planning Workspace. This on-demand course includes videos, interactive activities, and a series of labs, so that participants can gain hands-on experience.
Collaborative Work Management Implementation Bootcamp On Demand
Learn about Collaborative Work Management—a central workspace to plan, manage and collaborate on work with team members across the organization. This session covers installation and set-up, and an overview of key features including collaborative spaces, flexible task management, collaborative docs, and how to connect to data across the ServiceNow Platform, including Strategic Planning Workspace. Gain hands-on experience by completing a series of lab exercises.
Articles & Blog Posts
2024-05-08 by @Irene5
The key to Collaborative Work Management is, well, collaboration. In order to encourage collaboration and keep teams working productively, it's best to set up a workflow to respond to access requests.
2024-07-29 by @Irene5
How To: Map Creation of Any Record to a CWM task
Teams using CWM to manage their work related to other tables on the Now platform may want to create a CWM board that is automatically populated by data from another table. For example, teams could leverage a Service Catalog request as an intake form to create CMW tasks on a specific board.
2024-12-03 by @Irene5
Measuring Success with CWM: Creating a KPI Dashboard
To help you track the adoption and usage of CWM, we’ve created a sample dashboard with key performance indicators (KPIs).
2025-07-09 by @Irene5
In this article you'll find a running list of our most frequent FAQs and Tips for using and implementing CWM. Feel free to add your own tips in the comments or ask a question!
2025-07-09 by @DanielCordick
What is Collaborative Work Management?
Teams do their best work when they’re aligned, but that gets tough when everyone’s bouncing between a dozen different apps just to get things done. I’ve seen it firsthand at organizations using everything from Jira and ADO to Salesforce and ServiceNow. It creates silos, slows things down, and makes it difficult to keep work aligned with strategy. That’s where ServiceNow Collaborative Work Management (CWM) makes a difference. It gives teams one place to manage their work, stay focused, and keep daily tasks aligned with bigger business goals.
Videos & Podcasts
2024 / 2025 by ServiceNow Documentation
Collaborative Work Management Playlist
Series of small videos demonstrating how to configure and utilize CWM.
2024-03-26 by ServiceNow Community
Everything you need to know to install and configure ServiceNow Collaborative Work Management in as little as five minutes!
2024-06-05 by ServiceNow Community
Collaborative Work Management - with Doug Page and Irene Vieth
In this episode of TechBytes, product managers Doug Page and Irene Vieth talk about Collaborative Work Management (CWM), a new application to help plan, visualize, and collaborate on informal work tasks. CWM captures work that often falls through the cracks of formal project management by centralizing it in a user-friendly space with customizable features. Irene and Doug explain specific features like customizable columns, automations, and collaborative documents. They also provide insights into CWM’s development, future enhancements, practical use cases, and how to get started.
2024-08-08 by ServiceNow Community
SPM Academy: Collaborative Work Management
Learn about Collaborative Work Management, a central hub that enables cross-functional teams to plan, manage, visualize, and collaborate on work – all in a single location. Get the latest on new features such as My Work which allows consolidation and prioritization of tasks across CWM and SPM.
2024-10-09 by ServiceNow Community
Empowering Your Team Through Collaborative Work Management
Dive into our latest application, Collaborative Work Management, designed to streamline teamwork and project tracking. Discover how this powerful solution can help maximize efficiency and facilitate seamless collaboration among your teams. Join us to explore its key features, benefits, and learn how to kickstart your journey towards enhanced productivity.
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