Work scheduler in Workforce Optimization for ITSM

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Work scheduler in Workforce Optimization for ITSM

    The Work scheduler in Workforce Optimization for ITSM enables centralized management of team workloads through a calendar interface. It provides visibility into task complexity, team capacity, and facilitates work assignment and reassignment. This tool helps both admins and managers optimize work distribution efficiently.

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    Key Features

    • For Admins:
      • Create and configure work configurations for managers to view in their work queues.
      • Create customizable Work scheduler cards using the Next Experience UI Builder.
      • Associate scheduler cards with specific work configurations for tailored management.
    • For Managers:
      • Create custom preset filters to prioritize work items based on task type (e.g., Priority 1 and 2 incidents) or business use cases (e.g., focusing on VIP unit catalog tasks).
      • Configure work queues to display the most relevant tasks for efficient management.
      • Assign work items based on skill recommendations and team shift schedules to optimize resource utilization.

    Getting Started and Roles

    • Admins: Activate Work scheduler in Workforce Optimization for ITSM and set up work configurations and scheduler cards to enable managers' use.
    • Work scheduler admins: Prepare the scheduler for managers by configuring team skills, availability, and capacity for effective assignment.
    • Managers: Customize work queues to display priority tasks and assign work efficiently according to team capabilities and shifts.
    • All Users: Understand system properties and components used in Work scheduler to maximize its functionality.

    Benefits

    By leveraging the Work scheduler, ServiceNow customers can gain clear visibility into team workloads, optimize task prioritization and assignments, and manage work more effectively from a single interface, leading to improved operational efficiency within ITSM environments.

    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.Work scheduler

    As an admin, you can:
    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