Learning in Workforce Optimization for ITSM

Use Coaching with Learning to train your agents with internal and external learning content. Organize similar content into learning libraries. Assign learning tasks to your agents and track completion. Create learning paths that include a collection of courses on a specific topic associated with a set of skills.

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.

Important: Coaching with Learning is available when you enable the Coaching with Learning application from the ServiceNow® Store. To enable this application, see Activate Workforce Optimization for ITSM .

Create a course catalog in Workforce Optimization for ITSM
Create course catalogs and set user criteria to define user access to the course items and learning paths associated with it.
Create a learning library
Create a learning library to organize related content into categories.
Create internal learning content
Add internal courses so that agents can learn new content and enhance their skill set.
Access external courses using Coaching with Learning
Add courses from external sources such as Udemy, Pluralsight, or Cornerstone to enable your users to gain skills from external content.
Assign a course item to agents
Assign a course item to one or more agents and add a due date for them to complete the course.
Create a learning path in Workforce Optimization for ITSM
Create a learning path, add relevant skills and course items, and publish the path. When your agents complete the path, any skills associated with the path are automatically added to the agent's profile.
Assign a learning path to agents
Assign a learning path to one or more agents and add a due date for them to complete the path.
Create a learning task
Create learning tasks for agents to keep track of their learning activities.
Analyze quiz details in Workforce Optimization for ITSM
Access a quiz to analyze the details.

Parent Topic:Training your teams using Coaching in Workforce Optimization for ITSM

title	Learning in Workforce Optimization for ITSM
description	Use Coaching with Learning to train your agents with internal and external learning content. Organize similar content into learning libraries. Assign learning tasks to your agents and track completion. Create learning paths that include a collection of courses on a specific topic associated with a set of skills.
locale	en-US
canonical_url	https://www.servicenow.com/docs/r/australia/it-service-management/workforce-optimization-for-it-service-management/workforce-learning-configurable-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	1
breadcrumb	Training your teamsCoachingWorkforce Optimization for ITSMIT Service Management