The ServiceNow® Workforce Optimization for ITSM application enables you to manage and maintain the productivity of your workforce from a single location. Workforce Optimization for ITSM was enhanced and updated in the Washington DC release.

Workforce Optimization for ITSM highlights for the Washington DC release

Enable your users to gain ServiceNow skills by integrating with ServiceNow University.

See Workforce Optimization for ITSM for more information.

Important: Workforce Optimization for ITSM is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.

New in the Washington DC release

Integrate Coaching with Learning with ServiceNow University
Gain ServiceNow skills using ServiceNow University after you integrate it with Coaching with Learning.

Activation information

Install the Workforce Optimization for ITSM (sn_wfo_cfg_itsm) application by requesting it from the ServiceNow Store. For details, see Activate Workforce Optimization for ITSM. Visit the ServiceNow Store website 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.

Related ServiceNow applications and features

Advanced Work Assignment
Use ServiceNow® Advanced Work Assignment to assign work items automatically to your agents by their availability, capacity, and skills.
Coaching
Use ServiceNow® Coaching to monitor and improve the performance of your employees. You can evaluate their skills and get them the training that they need for skill growth.
Learning Posts
Create an omni-channel learning experience for your employees by empowering them with the right learning at the right time.
Performance Analytics
Use ServiceNow® Performance Analytics to create reports on Key Performance Indicators (KPIs) to monitor and analyze metrics.
Predictive Intelligence
Use ServiceNow® Predictive Intelligence to recommend the skills for agents that are based on the work that they’ve completed.
Process Mining
Analyze business processes and optimize them quickly.
Service Operations Workspace for ITSM
Improve your ITSM agent experience and manage your IT fulfillment volume more efficiently by using Service Operations Workspace. Manage your schedule and complete training by using Workforce Optimization for ITSM in the Service Operations Workspace.
Skills Management
Assess the skills that your organization needs, identify gaps, and plan for the hiring and training of your teams.
Surveys
Create, send, and collect responses for basic surveys. If installed, you can also use the Survey widget to set up a survey within the ServiceNow® Service Portal.