Configuring Schedule Optimization

  • Release version: Zurich
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Configuring Schedule Optimization

    Schedule Optimization in ServiceNow automates task assignments and creates efficient technician schedules by evaluating tasks and resources against defined rules and priorities. It adapts dynamically to changing conditions throughout the day, helping you maintain optimal schedules and respond to disruptions effectively.

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    Key Features

    • Core Configuration Elements: Set up involves configuring Properties (system-wide settings), Policies (rules and priorities for optimization), Scheduling Attributes (descriptions of tasks and technicians), and Batches with Scopes (defining what and when to optimize).
    • Optimization Modes:
      • Batch Optimization: Runs on a schedule to produce complete optimized schedules for upcoming work.
      • Intraday Optimization: Runs continuously during the day to adjust schedules due to disruptions like cancellations or technician availability changes.
      • Prioritized Event Optimization: A focused intraday mode triggered immediately after critical events.
      • On-demand Optimization: Allows manual triggering of optimization from Dispatcher Workspace at any time.
    • Qualifiers and Scopes: Use assignment groups (skill or role-based) and territories (geographic areas) as qualifiers to define which technicians are included in optimization runs. Overlapping technicians are supported only for territory-based optimization.
    • Batch and Intraday Scheduling: Batches define the timing and frequency of optimization runs; intraday configurations enable reactive scheduling updates within the day.

    Setup Steps

    • Activate the Schedule Optimization plugin.
    • Configure system properties to control optimization behavior and performance.
    • Optionally enable Territory-Based Optimization, integration with Workforce Optimization, or Planned Crews features as needed.
    • Create policies that specify objectives (e.g., minimize travel time) and constraints (e.g., skill requirements) governing task assignments.
    • Define scheduling attributes that encapsulate reusable optimization settings like default policies and travel estimates.
    • Create scopes to specify the scheduling attributes and qualifiers for each optimization run.
    • Set up batches to schedule when optimizations occur, including start/end times and frequency.
    • Optionally configure intraday and on-demand optimization triggers to handle daily schedule disruptions.

    Capacity and Performance

    By default, Schedule Optimization can process up to 50 optimization requests every 24 hours, each handling large volumes of scheduling tasks. For higher capacity needs, customers should contact ServiceNow support or submit a change control request.

    Benefits for ServiceNow Customers

    This configuration enables ServiceNow customers to automate and optimize field service scheduling efficiently, reduce manual dispatching effort, and quickly adapt schedules to real-time changes. It streamlines resource utilization and improves service responsiveness through flexible optimization modes and comprehensive configuration options.

    Use Schedule Optimization to automate task assignment, create efficient schedules, and respond to changing conditions as they occur throughout the day.

    Configuration overview

    The Schedule Optimization configuration comprises four main elements: Properties, Policies, Scheduling attributes, and Batches with their associated Scopes. The workflow involves configuring properties to control system-wide behavior, policies to define the rules and priorities that guide optimization, and scheduling attributes to describe the tasks and technicians included in a run. You then create batches and scopes to define what gets optimized, when, and by which method. Additional configurations support intraday and on-demand optimization, allowing scheduling updates in response to changing conditions throughout the day.

    How Schedule Optimization works

    Schedule Optimization evaluates available tasks and technicians against configured policies to produce optimized schedules. Each optimization run is associated with a scope, which specifies the scheduling attribute configuration and qualifiers. Qualifiers, such as assignment groups or territories, determine which technicians are included in the run. Assignment groups organize technicians by skill or role, while territories define geographic service areas. Qualifiers support overlapping technicians only when optimizing by territory, not by assignment groups.

    Schedule Optimization can be configured to run in three modes:
    • Batch optimization runs on a scheduled basis to create optimized schedules for upcoming work. It evaluates all available tasks and technicians within a specified time window and produces a complete schedule based on your configured objectives and constraints.
    • Intraday optimization runs throughout the day in response to schedule disruptions such as canceled tasks, new high-priority tasks, or technicians running late or calling in sick. Prioritized event optimization is a focused mode of intraday optimization that triggers shortly after a critical event occurs.
    • On-demand optimization allows dispatchers to trigger optimization manually from Dispatcher Workspace at any time.

    Schedule Optimization workflow diagram

    The following figure illustrates the high-level workflow of Schedule Optimization in batch mode.

    Figure 1. Schedule Optimization workflow
    Schedule Optimization flow diagram showing how batches, scopes, and policies work together. See the previous text description for more information.

    Steps to setup Schedule Optimization

    The steps to set up Schedule Optimization are:

    1. Activate the Schedule Optimization plugin. For more information, see Activate Schedule Optimization.
    2. Set the properties to control optimization behavior and performance in your instance.
    3. Optionally, you can set up Territory-Based Optimization, Schedule Optimization with Workforce Optimization for Field Service, and Schedule Optimization for Planned Crews depending on your specific needs.
    4. Create policies that define optimization goals through objectives and constraints. Objectives prioritize how tasks are assigned, such as minimizing travel time or maximizing task assignments. Constraints set rules that must be met before assigning tasks, such as required skills or availability. For more information, see Create a policy for Schedule Optimization.
    5. Configure scheduling attributes to define reusable optimization settings, including the default policy, travel estimate provider, and applicable qualifiers. For more information, see Create a scheduling attribute for Schedule Optimization.
    6. Create scopes that define the scheduling attribute configuration and qualifiers for an optimization run. Scopes are required for batches to run. For more information, see Create a scope for Schedule Optimization
    7. Create batches that define when optimization runs, including start date, run frequency, and start and end times. For more information, see Create a batch for Schedule Optimization.
    8. Optionally, create intraday configurations to trigger optimization in response to schedule disruptions or enable on-demand optimization for dispatchers. For more information, see Intraday optimization.

    By default, Schedule Optimization processes up to 50 optimization requests across all optimization methods every 24 hours. Schedule Optimization handles high volumes of scheduling tasks within each request. If you need higher capacity, you can contact support or submit a change control request to adjust the configuration.