---
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


---

# Example for using channel management

# Example for using channel management in Workforce Optimization for ITSM {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Understand how you can route work to specific groups and monitor real-time performance
using Channel Management.  
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.

A manager manages IT operations for a large organization and has 12 teams reporting to them.
Each of their teams has anywhere from 20 through 50 agents. They must ensure that incoming work
gets effectively routed to the right groups across all channels.  
As a manager, the manager must ensure that they can set up Channel Management to monitor team performance as follows:

* Add service channels and queues to route work items
* Add KPIs to the channels and queues to measure team performance
* Monitor their teams' ongoing work and performance
* Join chat conversations to assist agents
{#example-queue-management-configurable-wfo-itsm__ul_p5t_q3z_slb}

For detailed information on setting up channels using Workforce Optimization for ITSM, refer to [Setting up Channels using Workforce
Optimization for ITSM](https://www.servicenow.com/docs/8KmDIYg4pcOGZ6U_OlcfxA "Set up service channels, queues, and key performance indicators (KPIs) to route work items automatically to agents based on an agent's availability, capacity, and skills.").