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

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Workforce Optimization for ITSM in the Service Operations Workspace

# Workforce Optimization for ITSM in the Service Operations Workspace {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Manage your schedule using Workforce Optimization for ITSM Scheduling in Service Operations Workspace. Use Coaching to review and complete assigned training.{#wfo-itsm-service-operations-workspace__wfo-sow}  
Important:  
You must activate the Workforce Optimization for ITSM Configurable Workspace (sn_wfo_cfg_itsm) plugin to use Workforce Optimization for ITSM for Service Operations Workspace. For more information, see [Activate Workforce Optimization for ITSM](https://www.servicenow.com/docs/VPiaPJR91LOGb_Cvy4DXDg "The Workforce Optimization for ITSM Configurable Workspace plugin (sn_wfo_cfg_itsm) is available with the ITSM Enterprise subscription package.").

The following image shows the agent workflow between the different modules in Workforce Optimization for ITSM.

Monitor targets set by your manager, view learning tasks that you need to complete, and keep
track of upcoming items in the Service Operations Workspace landing page. For
more information, see [Service Operations Workspace landing
page](https://www.servicenow.com/docs/anlDcvIggl9SxAwCycJpuA "An agent can get quick visibility into the work assigned, view announcements, and view upcoming tasks.").
* **[Access your profile in Service Operations Workspace](https://www.servicenow.com/docs/3FvhwEI5ZuifqXzFaC7O2A)**   
  Track the real-time status of your work by accessing your profile in Service Operations Workspace. View the number of incidents and interactions that you have closed or are working on, your roles and groups, and information about your manager and teammates.
* **[Service Operations Workspace - Scheduling](https://www.servicenow.com/docs/aL~FWd87eHWzlhdw1YLKQw)**   
  Use Service Operations Workspace to manage your schedule.
* **[Service Operations Workspace - Learning](https://www.servicenow.com/docs/sloxn8U14BZ8D9VXY_uFyQ)**   
  Use Service Operations Workspace Learning to review learning courses and paths and complete them.
* **[Review skills to add to your skill set](https://www.servicenow.com/docs/lF0w7PYEBNR1XZSHjWWlXQ)**   
  Evaluate the skill proficiency for an existing skill or add a new skill and request approval to update those skills in your skill set. Get notified when your manager requests a skill review.
* **[Take a survey in Service Operations Workspace](https://www.servicenow.com/docs/ZMbMe9Dqruinjpv9Vm2Eiw)**   
  Complete the survey assigned to you in Service Operations Workspace This feature is available only when the Workforce Optimization for ITSM plugin `sn_wfo_cfg_itsm` is installed.