--- 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 --- # Scheduling # Scheduling in Workforce Optimization for ITSM {#ariaid-title1} * Release version: Australia * * Updated May 20, 2026 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Scheduling in Workforce Optimization for ITSM Scheduling in Workforce Optimization for ITSM enables ServiceNow customers to efficiently plan, manage, and monitor agent shifts and schedules within their IT service management teams. This capability supports automatic staggering of break times to optimize coverage, centralized shift planning, and on-call scheduling to ensure dedicated issue resolution. It offers a unified view of schedules across teams and simplifies shift and time-off management for both administrators and agents. Show full answer Show less ## Key Features * **Shift Planning for Administrators:** Create shift plans with automatically staggered breaks to maximize coverage, build and publish schedule plans, manage time-off requests and shift swaps without approvals, and model demand scenarios to forecast agent needs. * **Agent Schedule Management:** Agents can view team schedules, request time off, add events like meetings or training, and swap shifts with peers, facilitating better personal schedule control. * **Centralized Scheduling Interface:** Both schedulers and agents access a calendar view for managing and previewing schedules, enabling real-time adjustments before publishing. * **Demand Forecasting and Schedule Adherence:** Administrators can predict resource requirements based on historical data and monitor agent adherence to schedules to optimize staffing. ## Practical Benefits for ServiceNow Customers * **Efficient Workforce Management:** Centralized shift planning and scheduling reduce administrative overhead and improve operational coverage. * **Improved Agent Experience:** Agents gain autonomy over their schedules through self-service capabilities like requesting time off and shift swaps. * **Enhanced Service Delivery:** Staggered breaks and on-call scheduling ensure continuous team availability and faster issue resolution. * **Data-Driven Staffing:** Forecasting and adherence monitoring enable proactive adjustments to meet demand and improve team performance. ## Getting Started To begin using Scheduling in Workforce Optimization for ITSM, administrators should activate the Scheduling module and assign appropriate roles. Key setup tasks include configuring event categories, defining access for event types, and understanding schedule adherence metrics. Managers and agents can then leverage the system to plan shifts, manage schedules, and track adherence effectively. 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. ## Shift planning {#explore-schedule-configurable-wfo-itsm__section_i3v_jc1_3nb} Manage the scheduling for your organization from a central location. Use On-Call Scheduling with Workforce Optimization for ITSM to have dedicated team members to resolve issues as they arise. The image provides a high-level overview of the Scheduling application. {#explore-schedule-configurable-wfo-itsm__table_z3q_hv5_fjc__entry__2} | Action | Description | |-|-| | Plan | Create shift plans that automatically stagger breaks to maximize coverage. | | Schedule | Create schedule plans, view them in real time, and publish the schedule for the next time period. | | Manage | Create time-off requests and swap shifts for your agents without going through an approval process. | | Forecast | Model demand scenarios to analyze agent forecast and view updated demand on the calendar. | [Table 1. Actions for a shift planning admin (sn_shift_planning.admin)] {#explore-schedule-configurable-wfo-itsm__table_z3q_hv5_fjc}{#explore-schedule-configurable-wfo-itsm__table_o3d_p55_fjc__entry__2} | Action | Description | |-|-| | View team schedule | Know when your peers are working and whenthey are taking time off. | | Add events | Create events such as a meeting, training, or an ad hoc work shift. | | Request time off | Send a request for the span of time you want to take off. | | Swap shifts | Trade shifts with your peers. | [Table 2. Actions for an agent (sn_shift_planning.agent)] {#explore-schedule-configurable-wfo-itsm__table_o3d_p55_fjc} ## Calendar {#explore-schedule-configurable-wfo-itsm__section_ajq_hv5_fjc} The image provides a high-level overview of the tasks schedulers and agents can perform on the calendar. As a shift planning administrator, you can: * Create shifts to make sure you have team coverage for the required span of time. * Add breaks to the shifts that automatically stagger agent availability for those shifts. * Preview the schedule and make necessary changes before publishing it to your agents. * Access the schedule of all of your teams from one location. {#explore-schedule-configurable-wfo-itsm__ul_l1n_yzc_2lb} As a shift planning agent, you can: * Look up your schedule and request time off when required. * Swap your shift with one of your peers. {#explore-schedule-configurable-wfo-itsm__ul_urb_n1d_2lb} ## Getting started with Scheduling in Workforce Optimization for ITSM {#explore-schedule-configurable-wfo-itsm__section_f2s_jxx_yxb} Easily find the tasks that you must complete in the Scheduling module.{#explore-schedule-configurable-wfo-itsm__table_irw_nw3_4xb__entry__3} | Benefit | User | Finding tasks to complete in Scheduling | |-|-|-| | Activate Scheduling in Workforce Optimization for ITSM. | admin | [Activate Scheduling](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, system properties, and more used in Scheduling and Schedule adherence. | [Any scheduling role](https://www.servicenow.com/docs/mor5bK_j5MuuOL5M18_RpA "Workforce Optimization for ITSM has roles to administer agent shifts and schedules and properties to configure default behavior.") | [Understand components used in Scheduling in Workforce Optimization for ITSM](https://www.servicenow.com/docs/mor5bK_j5MuuOL5M18_RpA "Workforce Optimization for ITSM has roles to administer agent shifts and schedules and properties to configure default behavior.") | | Configure event categories, access for event types and more. | [Scheduling admin](https://www.servicenow.com/docs/mor5bK_j5MuuOL5M18_RpA "Workforce Optimization for ITSM has roles to administer agent shifts and schedules and properties to configure default behavior.") | [Set up Scheduling in Workforce Optimization for ITSM](https://www.servicenow.com/docs/0y42A2btpU5lMEEAQe8jng "Manage events using the team calendar. You can create different types of event categories and use scripted extension points to customize the event types.") | | Manage your workforce efficiently by planning your teams' shifts and schedule plans. You can also plan and manage schedules and staffing needs across your teams from one location. | [Scheduling manager](https://www.servicenow.com/docs/mor5bK_j5MuuOL5M18_RpA "Workforce Optimization for ITSM has roles to administer agent shifts and schedules and properties to configure default behavior.") | [Schedule your teams' work in Workforce Optimization for ITSM](https://www.servicenow.com/docs/ghHP4ZjY4HbPJxmFCLhYgA "Manage your workforce efficiently by planning shifts for each day and assigning users to the shifts. With Scheduling, you can use your resources efficiently by planning and managing schedules and staffing needs across your teams from one location. You can also integrate with on-call scheduling and create shifts and schedule for on-call rotations.") | | Understand how Schedule adherence works. | [Any role](https://www.servicenow.com/docs/mor5bK_j5MuuOL5M18_RpA "Workforce Optimization for ITSM has roles to administer agent shifts and schedules and properties to configure default behavior.") | [Understand Schedule adherence in Workforce Optimization for ITSM](https://www.servicenow.com/docs/vBObH4HHMaYwIQr~f8piRg "Analyze how closely your agents adhere to their scheduled activities. You can also analyze whether they complete the total time they were scheduled to work. Use these metrics to align your staffing needs better and forecast the demand for agents more effectively.") | | Evaluate if your agents are adhering to their schedules and fine-tune your staffing requirements based on their adherence. | [Scheduling manager](https://www.servicenow.com/docs/mor5bK_j5MuuOL5M18_RpA "Workforce Optimization for ITSM has roles to administer agent shifts and schedules and properties to configure default behavior.") | [Monitor schedule adherence of your agents](https://www.servicenow.com/docs/2yXuOlLu_G4ZT6OShYemzA "Evaluate whether or not your agents are adhering to their assigned schedules. Look for areas where agent activities that do not offer much value can be reduced or eliminated and fine-tune your staffing levels requirements based on their adherence.") | | Predict resources based on historical data. | [Scheduling admin](https://www.servicenow.com/docs/mor5bK_j5MuuOL5M18_RpA "Workforce Optimization for ITSM has roles to administer agent shifts and schedules and properties to configure default behavior.") | [Demand Forecast in Workforce Optimization for ITSM](https://www.servicenow.com/docs/oezBsta7wiFq_luU_G4bbw "Learn how you can use Demand Forecast to predict resources based on historical data.") | [Table 3. Scheduling] {#explore-schedule-configurable-wfo-itsm__table_irw_nw3_4xb}