---
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


---

# Manager landing page

# Workforce Optimization for ITSM manager landing page {#ariaid-title1}

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

Stay on top of the status of incidents your teams are working on at a given time.
Monitor training that's overdue and how many assessments are open and require approval. Analyze
your teams' work and SLA status for the desired time period.
Figure 1. Workforce Optimization for ITSM landing page

## End user and roles {#wfo-itsm-manager-landing-page-configurable__section_upb_qj4_2fb}

{#wfo-itsm-manager-landing-page-configurable__table_ov2_tj4_2fb__entry__2}

| End user and goal | Required role |
|-|-|
| As a workspace manager, you can: * Monitor open P1 incidents, SLAs that have been breached, at risk, the ones not been updated in 24 hours, or escalations. * Analyze the incidents your team is currently working on or incidents that have not yet been assigned. * Track the mean time to resolution, first call resolution, and customer satisfaction based on the assignment group for the desired time period. {#wfo-itsm-manager-landing-page-configurable__ul_ev2_rfp_kmb} | sn_wfo_cfg_ws.manager |
[ ]

{#wfo-itsm-manager-landing-page-configurable__table_ov2_tj4_2fb}

## Use case {#wfo-itsm-manager-landing-page-configurable__section_urz_yj4_2fb}

Monitor your agent's work when you start your day, view reports that need your attention, and
navigate to the incidents on which you want to take action. Analyze the performance of a
specific team for a desired time period by selecting the team from the Teams list and also the
desired date
range.

## Indicators {#wfo-itsm-manager-landing-page-configurable__section_nm4_hk4_2fb}

Mean time to resolution
:   The average time taken to resolve
    incidents.

First call resolution
:   Number of incidents resolved the first time it was
    handled.

Customer satisfaction
:   Overall customer satisfaction on incident
    resolution.

Team Performance
:   A list of incidents assigned to the teams managed by the current logged-in
    user.

Unassigned incidents
:   A list of incidents assigned to groups managed by the current logged-in user that does not
    have an
    assignee.

## Breakdowns {#wfo-itsm-manager-landing-page-configurable__section_yfw_qk4_2fb}

* Priority
* Category
* Assignment Group
* Assigned To
{#wfo-itsm-manager-landing-page-configurable__ul_ulw_dl4_2fb}

## Data visualizations {#wfo-itsm-manager-landing-page-configurable__section_t5q_fl4_2fb}

Select a visualization to view details.{#wfo-itsm-manager-landing-page-configurable__table_xvt_hl4_2fb__entry__3}

| Title | Type | Description |
|-|-|-|
| Open P1 Incidents | Single score![Single score]() | Number of open incidents with top priority. |
| Incidents not updated in 24 hours | Single score![Single score]() | Number of incidents that have not been updated in the last 24 hours. |
| Incident SLAs Breached | Single score![Single score]() | Number of incidents with SLAs that have been breached. |
| Incident SLAs at Risk | Single score![Single score]() | Number of incidents with SLAs that are at risk. |
| Escalations | Single score![Single score]() |   |
[ ]

{#wfo-itsm-manager-landing-page-configurable__table_xvt_hl4_2fb}