Workforce Optimization for ITSM components

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • The Workforce Optimization for ITSM application has tables to store user and application data or database views and a schedule job to collect data for indicators.

    Roles

    To transition to the Workforce Optimization for ITSM base system roles, see https://www.servicenow.com/community/workforce-optimization-blog/workforce-optimization-for-itsm-wfo-itsm-transitioning-to-the/ba-p/2995242

    Role title [name] Description Contains roles
    Workforce Optimization User [sn_wfo.user] Grants read access to primary group and additional managers.
    • pa_analyst
    • sn_agent_forecast.user
    • approver_user
    Workforce Optimization Admin [sn_wfo.admin] Grants administrative rights to create, read, update, and delete (CRUD) additional managers.
    • sn_wfo.user
    • pa_analyst
    • sn_agent_forecast.admin
    Workforce Optimization ITSM Employee [sn_wfo_cfg_itsm.employee] Grants read rights for Coaching, Scheduling and Teams applications.
    • sn_wfo.user
    • sn_shift_planning.agent
    • sn_coaching.trainee
    • sn_team_perf.team_performance_user
    • awa_agent
    • canvas_user
    • sn_wfo_skillreview.user
    Workforce Optimization ITSM Manager [sn_wfo_cfg_itsm.manager] Grants rights to create, read, or update, Coaching, Scheduling, Teams, or Channel Management applications.
    • sn_wfo_cfg_ws.manager
    • itil
    • sn_walkup.walkup_manager
    • sn_agent_forecast.user
    • sn_shift_planning.admin
    • sn_coaching.coach
    • sn_team_perf.team_performance_manager
    • sn_channel_mgmt.user
    • sn_sre.user
    • pa_target_admin
    • awa_agent
    • skill_manager
    • sn_wfo_skillreview.manager
    • sn_wfo_work_sched.manager
    • sn_cti_core.user_manager
      Note:
      This role is automatically installed if you have integrated Workforce Optimization for ITSM with ServiceNow Voice.
    • sn_process_optimization_analyst
    Workforce Optimization ITSM Admin [sn_wfo_cfg_itsm.admin] Grants administrative rights to create, read, update, and delete (CRUD) Coaching, Scheduling, Teams, or Channel Management applications.
    • sn_wfo_cfg_itsm.manager
    • sn_shift_planning.admin
    • sn_coaching.admin
    • sn_team_perf.team_performance_admin
    • sn_agent_forecast.admin
    • sn_sre.admin
    • skill_admin
    • sn_process_optimization_analyst
    • sn_wfo_work_sched.admin
    Workforce Optimization for ITSM Manager base system role [sn_wfo_cfg_itsm.base_manager] Grants access to the manager workspace landing page and the list module.
    • sn_wfo_cfg_itsm.base_employee
    • sn_sre.user
    • pa_target_admin
    • skill_manager
    • awa_agent
    • sn_walkup.walkup_manager
    • sn_wfo_cfg_ws.manager
    • survey_creator
    Workforce Optimization for ITSM Agent base system role [sn_wfo_cfg_itsm.base_employee] Grants access to the Service Operations Workspace landing page.
    • canvas_user
    • sn_sow.sow_user
    • sn_wfo.user
    • awa_agent
    • itil

    Filter Configuration Tables

    Module Name Module Tables / Database View
    Schedule
    • User [sys_user]
    • User Skill [sys_user_has_skill]
    • Agent Schedule [sys_shift_planning_agent_schedule]
    • Schedule Event [sn_shift_planning_event]
    • Manager Groups database view [sn_wfo_manager_group]
    Coaching
    • Skill [cmn_skill]
    • Skill Category M2M [cmn_skill_m2m_category]
    • Group Member [sys_user_grmember]
    Channels Manager Groups database view [sn_wfo_manager_groups]
    Note:
    The filters for your channels have been custom built so that you can navigate using Advanced Work Assignment channels and queues. Because they were custom built, you can't create or customize filters for channels module.

    Scheduled job

    Name Description
    WFO data collection Runs the job on demand and collects data for all Workforce Optimization for ITSM indicators.