Workforce Optimization for ITSM

Manage and maintain the productivity of your workforce from a single location using Workforce Optimization for ITSM. Using this application, you can efficiently manage your team's skills and schedules, route work assignments to your team, and monitor their performance.

Workforce Optimization for ITSM in action

Here's how managers use Workforce Optimization for ITSM.

Get started

Workforce Optimization for ITSM enables you to do these tasks:

• Automatically route work to agents.
• Schedule your teams' work.
• Assign or reassign work from a central location.
• Monitor and measure team performance and provide feedback using assessments.
• Create opportunities to coach and train your teams based on the assessments.

Optimize your workforce Learn how managers can use Workforce Optimization for ITSM	Channels Route work to specific groups so that the right work goes to the right agent
Schedule Manage your agents' schedule effectively	Work scheduler Assign complex work items to agents based on their skills and availability
Teams Organize your teams into assignment groups	Coaching Assess the quality of your teams' completed interactions
Reference Get details about Workforce Optimization for ITSM components such as roles, tables, and system properties

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Visit the ServiceNow Store to view all the available apps, and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.

Troubleshoot and get help

• ServiceNow Community
• Search the Known Error Portal for known error articles
• Contact Customer Service and Support