Work scheduler in Workforce Optimization for ITSM

Release version: Washingtondc

Updated February 1, 2024

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Summary of Work Scheduler in Workforce Optimization for ITSM

The Work Scheduler in Workforce Optimization for ITSM provides a centralized platform to manage team workloads effectively. It offers visibility into task complexity, team capacity, and allows for the assignment and reassignment of work through a user-friendly calendar interface.

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Key Features

Work Configurations: Admins can create configurations for managers to view in their work queue.
Work Scheduler Cards: Admins can create and customize cards to suit specific needs.
Custom Filters: Managers can set up preset filters to prioritize work items based on task type or use cases.
Work Queue Management: Managers can customize their queues to display relevant tasks and assign items based on team skills and shifts.

Key Outcomes

By implementing the Work Scheduler, teams can:

Quickly find and manage tasks through the Scheduling module.
Ensure efficient work assignment based on team availability and capacity.
Enhance productivity by focusing on high-priority tasks as defined by custom filters.

Manage the work of all your teams from a central location. You can get visibility into your entire teams’ workload. You can assess the complexity level of your teams' tasks, their capacity to take on the work, and assign or reassign work—all from a calendar interface.

Here's an overview of Work scheduler.

The image provides a high-level overview of Work scheduler.

As an admin, you can:

Create work configurations that managers can view in their work queue. For information on setting up work configurations, see Set up a work configuration.
Create work scheduler cards and configure them based on your needs. For more information, see Create a Work scheduler card using the Next Experience UI Builder.
Associate the work scheduler cards with work configurations. For more information, see Associate a work scheduler card to the work configuration.

As a manager, you can:

Create custom preset filters to prioritize your work items based on what's important for you.
- You can define the filters based on task type. For example, you can set filters for incidents that are categorized as Priority 1 and Priority 2.
- You can also define filters based on use cases. For example, if you want to prioritize catalog tasks from a VIP business unit over other units, you can define those conditions for the filter.
Configure your work queue to display the most relevant work items.
Assign work items based on skill recommendation.
Assign work items based on your teams' shifts.

For more information, see Assign work based on your teams' skills and capacity.

Getting started with Work scheduler in Workforce Optimization for ITSM

Easily find the tasks that you must complete in the Scheduling module.

Table 1. Work scheduler
Benefit	Roles	Finding tasks to complete in Work scheduler
Activate Work scheduler in Workforce Optimization for ITSM.	admin	Activate Work scheduler
Refer to the components such as system properties used in Work scheduler.	Any Work scheduler role	Understand components used in Work scheduler in Workforce Optimization for ITSM
Set up Work scheduler for the managers so that they can assign work items based on their teams' skills, availability, and capacity.	Work scheduler admin	Set up Work scheduler in Workforce Optimization for ITSM
Manage your teams' work assignments easily by customizing your work queue to display the most relevant work items.	Work scheduler manager	Use Work scheduler in Workforce Optimization for ITSM