---
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


---

# Getting started

# Getting started with 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 the basics of getting Workforce Optimization for ITSM up and running.

To get started, you must first activate Workforce Optimization for ITSM, then organize your teams into assignment groups, and assign a primary assignment group for each agent.
* **[Activate 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.
* **[Configuring groups in Workforce Optimization for ITSM](https://www.servicenow.com/docs/tgBmYstrLwEjxKXSPTDVeg)**   
  As a manager, you can manage and optimize your entire workforce using Workforce Optimization for ITSM from one central location. Organizing your teams, for example, different levels of employees in your organizational chart, into groups is the foundation on which Workforce Optimization for ITSM operates.
* **[Admin Console in Workforce Optimization for ITSM](https://www.servicenow.com/docs/Y66bGiDDGzeKPCoOBhYNUA)**   
  Use a guided approach to simplify the setup and configuration of groups within Workforce Optimization for ITSM from a central location.