Optimizing IT services in your organization

---
title: Optimizing IT services in your organization
description: You can use a few Service Operations Workspace integrations to enhance and optimize IT services in your organization.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/service-operations-workspace/optimizing-services-operations-in-organization.html
release: australia
product: Service Operations Workspace
classification: service-operations-workspace
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Service Operations Workspace for ITSM, IT Service Management]
---

# Optimizing IT services in your organization

You can use a few Service Operations Workspace integrations to enhance and optimize IT services in your organization.

## An agent's journey when optimizing IT services

-   An agent can start the day by looking at an overview of assignments, outages, service announcements, and assignments in Service Operations Workspace to prioritize work based on service level agreements \(SLAs\), priority level, and urgency​.
-   The agent can create an incident based on the issue reported. Because the agent has access to related incidents and recent interactions, better and faster support can be provided. The agent also has access to all related information from the incident record page.
-   The agent can resolve the incident faster by using tailored recommendations.
-   The agent can reach out to experts on-call for high-priority tasks.​
-   The agent can collaborate with the requester and peers right from the task.
-   The agent can create a change request to fix the issue.
-   The agent can manage schedules and assigned trainings. The agent can also request time off and shift swaps, and track performance against goals.

-   **[Workforce Optimization for ITSM in the Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/service-operations-workspace/wfo-itsm-service-operations-workspace.md)**  
Manage your schedule using Workforce Optimization for ITSM Scheduling in Service Operations Workspace. Use Coaching to review and complete assigned training.

**Parent Topic:**[Service Operations Workspace for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/service-operations-workspace/sow-landing-page.md)

**Related topics**  


[Operating IT services in your organization](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/service-operations-workspace/enhancing-services-operations-in-organization.md)

[Managing IT services in your organization](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/service-operations-workspace/managing-services-operations-in-organization.md)