---
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


---

# Getting started

# Getting started with 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  
Learn the basics of getting Workforce Optimization for ITSM up and running.  
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.
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/VPiaPJR91LOGb_Cvy4DXDg)**   
  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/vOwwm0B8qZI0KWCOKiBgaQ)**   
  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/lNWce87yHn7WyA2Q7PRXWA)**   
  Use a guided approach to simplify the setup and configuration of groups within Workforce Optimization for ITSM from a central location.