Teams in Workforce Optimization for ITSM
Learn how you can organize each of your teams into assignment groups. You can then define a set of Key Performance Indicators (KPIs) to analyze the performance of all groups within that team. Drill into the metrics for a group, an agent, or an incident within that team—all from a central location.
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.
This video gives you an overview of how you set up your teams into assignment groups and add KPIs to measure performance.
The image shows a visual representation of how you can organize your teams into groups.
[Omitted image "teams-drilldown-wfo-itsm.png"] Alt text: Teams
Drill down into your reports.
[Omitted image "teams-drill-down-wfo-itsm.gif"] Alt text: This graphic displays how you can drill down into the data for your teams
As an administrator for Teams, you can:
-
Create a KPI group for a common set of indicators (KPIs) you use to measure your teams' performance.
Note: Your teams are called assignment groups within the Teams application.
-
Add the KPIs to the KPI group.
-
Add assignment groups to the KPI group.
Note: Make sure that you’ve added a manager to each assignment group. The manager either directly manages the assignment group or needs visibility into the assignment group.
As a manager, you can:
- Analyze the performance trends for your teams.
- Drill down into the performance of teams, agents, or incidents.
Getting started with Teams n Workforce Optimization for ITSM
Select a task that you would like to perform to navigate to the topic for detailed instructions.
| Benefit | Users | Finding tasks to complete in Teams |
|---|---|---|
| Activate Teams in the Workforce Optimization for ITSM. | admin | Activate Teams in Workforce Optimization for ITSM |
| Refer to the roles, tables, and other components used in Teams. | Any Teams role | Teams components in Workforce Optimization for ITSM |
| Organize teams into assignment groups for managers so that they can analyze team performance. | admin | Setting up Teams in Workforce Optimization for ITSM |
| Analyze your teams' performance | Team performance admin | Analyzing team performance using Teams in Workforce Optimization for ITSM |
---
title: Teams in Workforce Optimization for ITSM
description: Learn how you can organize each of your teams into assignment groups. You can then define a set of Key Performance Indicators \(KPIs\) to analyze the performance of all groups within that team. Drill into the metrics for a group, an agent, or an incident within that team—all from a central location.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/it-service-management/workforce-optimization-for-it-service-management/explore-teams-configurable-workforce-optimization-itsm.html
release: brazil
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: 2
breadcrumb: [Workforce Optimization for ITSM, IT Service Management]
---
# Teams in Workforce Optimization for ITSM
Learn how you can organize each of your teams into assignment groups. You can then define a set of Key Performance Indicators \(KPIs\) to analyze the performance of all groups within that team. Drill into the metrics for a group, an agent, or an incident within that team—all from a central location.
**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 \[KB0867184\]](https://support.servicenow.com/kb_view.do?sysparm_article=KB0867184) article in the Now Support Knowledge Base.
This video gives you an overview of how you set up your teams into assignment groups and add KPIs to measure performance.
The image shows a visual representation of how you can organize your teams into groups.
\[Omitted image "teams-drilldown-wfo-itsm.png"\] Alt text: Teams
Drill down into your reports.
\[Omitted image "teams-drill-down-wfo-itsm.gif"\] Alt text: This graphic displays how you can drill down into the data for your teams
As an administrator for **Teams**, you can:
- Create a KPI group for a common set of indicators \(KPIs\) you use to measure your teams' performance.
**Note:** Your teams are called assignment groups within the **Teams** application.
- Add the KPIs to the KPI group.
- Add assignment groups to the KPI group.
**Note:** Make sure that you’ve added a manager to each assignment group. The manager either directly manages the assignment group or needs visibility into the assignment group.
As a manager, you can:
- Analyze the performance trends for your teams.
- Drill down into the performance of teams, agents, or incidents.
## Getting started with Teams n Workforce Optimization for ITSM
Select a task that you would like to perform to navigate to the topic for detailed instructions.
|Benefit|Users|Finding tasks to complete in Teams|
|-------|-----|----------------------------------|
|Activate Teams in the Workforce Optimization for ITSM.|admin|[Activate Teams in Workforce Optimization for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/it-service-management/workforce-optimization-for-it-service-management/activate-configurable-workforce-optimization-itsm.md)|
|Refer to the roles, tables, and other components used in Teams.|[Any Teams role](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/it-service-management/workforce-optimization-for-it-service-management/configurable-wfo-itsm-teams-reference.md)|[Teams components in Workforce Optimization for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/it-service-management/workforce-optimization-for-it-service-management/configurable-wfo-itsm-teams-reference.md)|
|Organize teams into assignment groups for managers so that they can analyze team performance.|admin|[Setting up Teams in Workforce Optimization for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/it-service-management/workforce-optimization-for-it-service-management/setup-teams-configurable-workforce-optimization-itsm.md)|
|Analyze your teams' performance|Team performance admin|[Analyzing team performance using Teams in Workforce Optimization for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/it-service-management/workforce-optimization-for-it-service-management/teams-workforce-optimization-configurable-wfo-itsm.md)|
| title | Teams in Workforce Optimization for ITSM |
| description | Learn how you can organize each of your teams into assignment groups. You can then define a set of Key Performance Indicators \(KPIs\) to analyze the performance of all groups within that team. Drill into the metrics for a group, an agent, or an incident within that team—all from a central location. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/it-service-management/workforce-optimization-for-it-service-management/explore-teams-configurable-workforce-optimization-itsm.html |
| release | brazil |
| 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 | 2 |
| breadcrumb | Workforce Optimization for ITSMIT Service Management |