---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Workforce Optimization for ITSM

# Workforce Optimization for ITSM {#ariaid-title1}

Release version: Australia  
Updated June 11, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Manage and maintain the productivity of your workforce from a single location using Workforce Optimization for ITSM. Using this application, you can efficiently manage your team's skills and schedules, route work assignments to your team, and monitor their performance.

## Workforce Optimization for ITSM in action {#workforce-optimization-itsm-landing-page__section_pch_nzg_5kb}

Here's how managers use Workforce Optimization for ITSM.

## Get started {#workforce-optimization-itsm-landing-page__section_s5s_nxw_1yb}

Workforce Optimization for ITSM enables you to do these tasks:

* Automatically route work to agents.
* Schedule your teams' work.
* Assign or reassign work from a central location.
* Monitor and measure team performance and provide feedback using assessments.
* Create opportunities to coach and train your teams based on the assessments.
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|-|-|
| [Optimize your workforce Learn how managers can use Workforce Optimization for ITSM](https://www.servicenow.com/docs/At7gQkShmjwz2NUvEGjEzA "Use Workforce Optimization for ITSM to optimize your workforce and manage your teams efficiently. Coach your teams so that they gain the skills that let you address the demands from your customers. Efficiently schedule your teams work to provide better coverage with integrated channel management.") | [Channels Route work to specific groups so that the right work goes to the right agent](https://www.servicenow.com/docs/~zel6mdnvaJpOKB2iXf~0A "Learn how you can use channels to route work to specific groups and with skill-based routing make sure that the right work goes to the right agent. Monitor the health of your queues reviewing real-time performance and jumping in to help with escalations.") |
| [Schedule Manage your agents' schedule effectively](https://www.servicenow.com/docs/UcKjhxove4CCiiDCG~Mk3g "Learn how you can plan shifts with automatically staggered break times for your agents to manage their schedule effectively in Workforce Optimization for ITSM. Publish schedules for the next scheduling period to get a snapshot of which agent is lined up to solve issues for that time period.") | [Work scheduler Assign complex work items to agents based on their skills and availability](https://www.servicenow.com/docs/dBEvBS6yv0LqVzcAhqFZkA "Manage the work of all your teams from a central location. You can get visibility into your entire teams’ workload. You can assess the complexity level of your teams' tasks, their capacity to take on the work, and assign or reassign work—all from a calendar interface.") |
| [Teams Organize your teams into assignment groups](https://www.servicenow.com/docs/6iN_PwyROzXHWlHF~kOoeg "Learn how you can organize each of your teams into assignment groups. You can then define a set of Key Performance Indicators (KPIs) to analyze the performance of all groups within that team. Drill into the metrics for a group, an agent, or an incident within that team—all from a central location.") | [Coaching Assess the quality of your teams' completed interactions](https://www.servicenow.com/docs/oIMScP7tQlZ3Flm5mwfsew "Learn how you can review and assess the quality of the interactions and tasks completed by your teams. You can enhance the skills set of your teams by assigning training that is based on those assessments. You can also add skills to the profiles of your teams after they get trained.") |
| [Reference Get details about Workforce Optimization for ITSM components such as roles, tables, and system properties](https://www.servicenow.com/docs/nz05fz8HPRvxK90R5QiA~g "You can perform advanced configurations such as customizing Workforce Optimization for ITSM pages, and defining filters for different modules. You can also specify the access to assignment group data to display only the assignment group data relevant to the logged-in user.") |   |
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## Request apps on the store {#workforce-optimization-itsm-landing-page__section_frh_bmc_kyb}

Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) to view all the available apps, and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the [ServiceNow Store version history release notes](https://www.servicenow.com/docs/r/store-release-notes/sn-store-release-notes.html).

## Troubleshoot and get help {#workforce-optimization-itsm-landing-page__section_y5s_nxw_1yb}

* [ServiceNow Community](https://www.servicenow.com/community/workforce-optimization/ct-p/workforce-optimization)
* [Search the Known Error Portal for known error articles](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0597477)
* [Contact Customer Service and Support](https://support.servicenow.com/now?draw=case)
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