---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Add or update skills

# Add or update skills using 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  
Add skills or update skill levels for an agent so that it gets added to their skill set.

## Before you begin

Important:  
Starting with the Brazil release, Workforce Optimization for ITSM is being prepared for future deprecation. It will be hidden and no longer installed on new instances but will continue to be supported. For details, see the [Deprecation Process \[KB0867184\]](https://support.servicenow.com/kb_view.do?sysparm_article=KB0867184) article in the Now Support Knowledge Base.

Role required: skill_manager

## Procedure

1. Navigate to AllWorkforce Optimization for ITSMManager Workspace.
2. Select the coaching icon.
3. Select the Skills tab.
4. Add a skill or update a skill level.

   | To | Do this |
   | Add a skill | 1. In the skill matrix, select Add for the skill that you want to add to the agent. 2. In the Skill level field, select a level for the skill. 3. Select OK. The skill gets automatically added to the agent. {#add-skills-configurable-workspace__ol_gv5_fhx_nlb} |
   | Update a skill level | 1. In the skill matrix, select a skill level for an agent. 2. Select the skill level that you want to add for the agent. 3. Select OK. {#add-skills-configurable-workspace__ol_ldn_3hx_nlb} |
   |-|-|

   {#add-skills-configurable-workspace__choicetable_ufk_1hx_nlb}

*[\>]: and then