Workforce Optimization for ITSM

---
title: Workforce Optimization for ITSM
description: Manage and maintain the productivity of your workforce from a single location using Workforce Optimization for ITSM. Using this application, you can efficiently manage your team's skills and schedules, route work assignments to your team, and monitor their performance.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/it-service-management/workforce-optimization-for-it-service-management/workforce-optimization-itsm-landing-page.html
release: brazil
product: Workforce Optimization for IT Service Management
classification: workforce-optimization-for-it-service-management
topic_type: reference
last_updated: "2026-09-10"
reading_time_minutes: 3
breadcrumb: [IT Service Management]
---

# Workforce Optimization for ITSM

Manage and maintain the productivity of your workforce from a single location using Workforce Optimization for ITSM. Using this application, you can efficiently manage your team's skills and schedules, route work assignments to your team, and monitor their performance.

## Workforce Optimization for ITSM in action

**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.

Here's how managers use Workforce Optimization for ITSM. \[Omitted video\] Description: Workforce Optimization for ITSM Overview

## Get started

Workforce Optimization for ITSM enables you to do these tasks:

-   Automatically route work to agents.
-   Schedule your teams' work.
-   Assign or reassign work from a central location.
-   Monitor and measure team performance and provide feedback using assessments.
-   Create opportunities to coach and train your teams based on the assessments.

<table id="table_t5s_nxw_1yb" class="nav-card"><tbody><tr><td>

[Optimize your workforce\[Omitted image "bus-explore.svg"\] Alt text: Learn how managers can use Workforce Optimization for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/it-service-management/workforce-optimization-for-it-service-management/exploring-workforce-optimization-wfo-itsm.md)

</td><td>

[Channels\[Omitted image "ind-service-provider.svg"\] Alt text: Route work to specific groups so that the right work goes to the right agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/it-service-management/workforce-optimization-for-it-service-management/exploring-channels-configurable-workforce-optimization-itsm.md)

</td></tr><tr><td>

[Schedule\[Omitted image "bus-calendar.svg"\] Alt text: Manage your agents' schedule effectively](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/it-service-management/workforce-optimization-for-it-service-management/explore-schedule-configurable-wfo-itsm.md)

</td><td>

[Work scheduler\[Omitted image "bus-1-1-meetings.svg"\] Alt text: Assign complex work items to agents based on their skills and availability](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/it-service-management/workforce-optimization-for-it-service-management/work-scheduling-wfo-itsm.md)

</td></tr><tr><td>

[Teams\[Omitted image "bus-3-person.svg"\] Alt text: Organize your teams into assignment groups](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/it-service-management/workforce-optimization-for-it-service-management/explore-teams-configurable-workforce-optimization-itsm.md)

</td><td>

[Coaching\[Omitted image "bus-learn.svg"\] Alt text: Assess the quality of your teams' completed interactions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/it-service-management/workforce-optimization-for-it-service-management/explore-coaching-configurable-workforce-optimization-itsm.md)

</td></tr><tr><td>

[Reference\[Omitted image "bus-sdlc.svg"\] Alt text: Get details about Workforce Optimization for ITSM components such as roles, tables, and system properties](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/it-service-management/workforce-optimization-for-it-service-management/advanced-configuration-workforce-optimization-itsm.md)

</td><td>

 

</td></tr></tbody>
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Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) to view all the available apps, and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the [ServiceNow Store version history release notes](https://www.servicenow.com/docs/r/store-release-notes/sn-store-release-notes.html).

## Troubleshoot and get help

-   [ServiceNow Community](https://www.servicenow.com/community/workforce-optimization/ct-p/workforce-optimization)
-   [Search the Known Error Portal for known error articles](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0597477)
-   [Contact Customer Service and Support](https://support.servicenow.com/now?draw=case)