Workforce Optimization for ITSM

  • By Aelum Consulting
  • December 10, 2021

IT service teams are constantly shifting between applications and products to get their work done, scheduling training and reporting are all time-consuming activities that require a lot of attention. For this manager need to be actively engaged with their teams whether it is helping to solve a problem or coach and agents, managers have a lot of responsibilities.

Workforce Optimization

Workforce Optimization (WFO) is a solution for managers, leads, and agents which improves the quality and efficiency of service teams and enhances team satisfaction. It enables skills growth and smart scheduling, as well as real-time and historical snapshots of team performance in a single place.

So, Workforce Optimization for ITSM helps managers and teams respond to the changing demand and service Expectations they face daily, by using: –

Workforce Optimization

As a manager, we can monitor the demand for agents and skills in your organization to resolve issues. Assess agent skills, identify areas where they need improvement and provide training to enhance their skills set. Track your team’s performance, and manage the schedule of all agents in your assignment group—all from a unified location.

As an agent, you can manage your own schedule, access the schedule of your peers, and request time off or shift swaps.

Get an overview of how you can set up Workforce Optimization for ITSM

These are the following steps to configure:

  1. Install plugin
  2. Load demo data
  3. Run scheduled job
  4. Assign roles to users
  5. Get Ready to use

Install plugin and Load demo data: –

Workforce Optimization

Workforce Optimization

NOTE-This feature is available with the Workforce Optimization Content Pack for ITSM (sn_wfo_itsm_cnt) from the ServiceNow Store.

Run scheduled jobs – This scheduled job is responsible to generate demo data.

Workforce Optimization- Run Scheduled Jobs

Assign roles to users: –

Roles: – sn_wfo_itsm.admin


Workforce Optimization- Roles

Features of Workforce Optimization: –

Manager Landing Page

When a manager starts his/ her day she needs to see a real-time assessment of her/ his team and the workload demand they are facing

In order to prioritize their work on the manager landing page, he or she can see all of her team’s work, as well as critical and unassigned incidents, chat in progress, and the quality of service they are providing.

Manager Landing Page

Manager Landing Page

Channel Routing

The channel management application gives Manager a configurable, real-time look at channel-specific metrics to understand what her /his team is working on. Managers can also view the details of ongoing work, queues, and agent availability and also, can integrate any third-party telephone is service like Amazon connect using a cloud Call Centre to deflect incidents.

Workforce Optimization- Channel Routing

Managers can monitor the chat queue and messages in real-time and jump into the interaction to help agents without end-user knowing.

Workforce Optimization- Channel Routing

if the manager wants to reference the call, then he or she can access call recording and call transcript and analyze Agent’s interaction with callers.

Workforce Optimization- Channel Routing

Swift Scheduling

On this page, the manager can create and update agents’ schedules with a view of stuffing coverage and add shifts to the schedules from the calendar view.

Agents can manage their own schedules by requesting time off and swapping shifts with their periods from the team calendar.

Workforce Optimization- Swift Scheduling


The team application is a window into the profiles of the manager teams and KPIs that managers define to show her or his team’s performance and efficiency. The manager can filter KPI’s to the date range manager wants to see, and the app calculates KPI’s value for the date range that the manager selected.

Workforce Optimization- Teams

The manager can also see details on individual agents to monitor their quality of service and Identify factors in positive and negative scores.


Workforce Optimization- Teams


In the coaching application, the Manager can monitor and coach her team to improve the quality of their work.

Coaching application

manager can track and compare skills that are most in-demand and assign agents to learn those skills and configure individual quality indicators to show where agents must need coaching a training.

Coaching application

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