Workforce Optimization for ITSM release notes

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read

    • The ServiceNow® Workforce Optimization for ITSM application enables you to manage and maintain the productivity of your workforce from a single location. Workforce Optimization for ITSM was enhanced and updated in the Yokohama release.

    Workforce Optimization for ITSM highlights for the Yokohama release

    When you upgrade to the Yokohama release, get the enhanced security features by installing the new plugin.

    See for more information.

    Important:
    Workforce Optimization for ITSM is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.

    Important information for upgrading Workforce Optimization for ITSM to Yokohama

    Enhanced security to access Workforce Optimization for ITSM
    When you upgrade to the Yokohama release, you have the option to turn on enhanced security for the Workforce Optimization for ITSM application. To get the enhanced security, you must contact Now Support to install the ITSM Enhanced Security Features plugin (com.snc.itsm.enhanced_security). After you install the plugin, you need the roles listed here to access the respective features.
    Features in Workforce Optimization for ITSM Role required for each user
    Skill review
    • Skill review manager (sn_wfo_skillreview.manager)
    • Skill review user (sn_wfo_skillreview.user)
    Work scheduler
    • Work scheduler admin (sn_wfo_work_sched.admin)
    • Work scheduler manager (sn_wfo_work_sched.manager)

    Activation information

    Install the Workforce Optimization for ITSM plugin (sn_wfo_cfg_itsm) by requesting it from the ServiceNow Store. For details, see Visit the ServiceNow Store website 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.

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    Improve your ITSM agent experience and manage your IT fulfillment volume more efficiently by using Service Operations Workspace. Manage your schedule and complete training by using Workforce Optimization for ITSM in the Service Operations Workspace.
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