Refer to install components such as roles, tables, and system properties to configure and administer Workforce Optimization for ITSM.

To get details on which roles can be associated with each Workforce Optimization for ITSM persona, see Roles in Workforce Optimization for ITSM.

Reference overview

Find reference topics you need to that you need to complete to administer Workforce Optimization for ITSM.
BenefitReference topic
Separate data, processes, and administrative tasks into logical groupings called domains. Domain separation and Workforce Optimization for ITSM
Refer to roles and indicators used in the ITSM manager workspace. Workforce Optimization ITSM Manager Workspace components
Refer to tables to store user and application data or database views and a schedule job to collect data for indicators. Workforce Optimization for ITSM components
Refer to roles to administer channels and queues, properties to configure default behavior, and reports to analyze channel data. Channel Management components in Workforce Optimization for ITSM
Refer to roles to administer agent shifts and schedules, properties, and user preferences to configure default behavior. Scheduling components in Workforce Optimization for ITSM
Refer to roles to administer demand forecast, properties to configure default behavior, scheduled jobs to collect data for the configurations, and more to configure demand forecast. Demand Forecast components in Workforce Optimization for ITSM
Refer to properties to configure the Work scheduler default behavior. Work Scheduler components in Workforce Optimization for ITSM reference
Refer to roles to administer teams and properties to modify default behavior. Teams components in Workforce Optimization for ITSM
Refer to roles, tables, properties and more for Coaching. Coaching components in Workforce Optimization for ITSM
Refer to roles and how to access notifications for Skill review request. Skill review request components in Workforce Optimization for ITSM
Refer to roles, properties, scheduled job, and tables for Skill recommendation. Skill Recommendation components in Workforce Optimization for ITSM
Refer to roles and properties for integrating with Process Mining. Workforce Optimization for ITSM integration with Process Mining components
Refer to properties for Applaud. Applaud components in Workforce Optimization for ITSM