---
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


---

# Teams

# Teams in Workforce Optimization for ITSM {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

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.
This video gives you an overview of how you set up your teams into assignment groups and add KPIs to measure performance.

The image shows a visual representation of how you can organize your teams into groups.

Drill down into your reports.  
As an administrator for Teams, you can:

* Create a KPI group for a common set of indicators (KPIs) you use to measure your teams' performance.  
  Note:  
  Your teams are called assignment groups within the Teams application.
* Add the KPIs to the KPI group.
* Add assignment groups to the KPI group.  
  Note:  
  Make sure that you've added a manager to each assignment group. The manager either directly manages the assignment group or needs visibility into the assignment group.
{#explore-teams-configurable-workforce-optimization-itsm__ul_tpd_mwk_2rb}  
As a manager, you can:

* Analyze the performance trends for your teams.
* Drill down into the performance of teams, agents, or incidents.
{#explore-teams-configurable-workforce-optimization-itsm__ul_upd_mwk_2rb}

## Getting started with Teams n Workforce Optimization for ITSM {#explore-teams-configurable-workforce-optimization-itsm__section_sqp_jfj_1yb}

Select a task that you would like to perform to navigate to the topic for detailed instructions.
{#explore-teams-configurable-workforce-optimization-itsm__table_nzp_pfj_1yb__entry__3}

| Benefit | Users | Finding tasks to complete in Teams |
|-|-|-|
| Activate Teams in the Workforce Optimization for ITSM. | admin | [Activate Teams in Workforce Optimization for ITSM](https://www.servicenow.com/docs/HkkAtPRKrojGtldV0cQ~Tw "The Workforce Optimization for ITSM Configurable Workspace plugin (sn_wfo_cfg_itsm) is available with the ITSM Enterprise subscription package.") |
| Refer to the roles, tables, and other components used in Teams. | [Any Teams role](https://www.servicenow.com/docs/vEb7Xb3tIhw_hkAeBiRxJA "Workforce Optimization for ITSM uses roles to administer teams and properties to modify default behavior.") | [Teams components in Workforce Optimization for ITSM](https://www.servicenow.com/docs/vEb7Xb3tIhw_hkAeBiRxJA "Workforce Optimization for ITSM uses roles to administer teams and properties to modify default behavior.") |
| Organize teams into assignment groups for managers so that they can analyze team performance. | admin | [Setting up Teams in Workforce Optimization for ITSM](https://www.servicenow.com/docs/a1p13BVJpwrI4Q1SYv1NnQ "Organize your teams into assignment groups and create reports for those groups so that you can gain visibility into the team's performance.") |
| Analyze your teams' performance | Team performance admin | [Analyzing team performance using Teams in Workforce Optimization for ITSM](https://www.servicenow.com/docs/guwLJC~h6n2dyiS~bPGjGg "Use Teams to track and analyze performance trends for your teams from a single location. You can monitor the trends for each agent within your team and compare your agents or team members with one another. With Teams, you can identify skill gaps so that you can recommend which skills are needed to coach your agents.") |
[Table 1. Teams]

{#explore-teams-configurable-workforce-optimization-itsm__table_nzp_pfj_1yb}