Work scheduler in Workforce Optimization for ITSM

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.

Important: Starting with the Brazil release, Workforce Optimization for ITSM is being prepared for future deprecation. It will be hidden and no longer installed on new instances but will continue to be supported. For details, see the Deprecation Process [KB0867184] article in the Now Support Knowledge Base.

Here's an overview of Work scheduler.

The image provides a high-level overview of Work scheduler.[Omitted image "work-scheduler.png"] Alt text: 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.

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

title	Work scheduler in Workforce Optimization for ITSM
description	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.
locale	en-US
canonical_url	https://www.servicenow.com/docs/r/australia/it-service-management/workforce-optimization-for-it-service-management/work-scheduling-wfo-itsm.html
release	australia
product	Workforce Optimization for IT Service Management
classification	workforce-optimization-for-it-service-management
topic_type	concept
last_updated	2026-09-10
reading_time_minutes	3
breadcrumb	Workforce Optimization for ITSMIT Service Management