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Routing work items › Channels › Workforce Optimization for ITSM › IT Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Analyze skills for your teams in Workforce Optimization for ITSM

Add skills to groups and view skill assignments for your teams.

Before you begin

Role required: skill_admin

Procedure

  1. Navigate to All > Workforce Optimization for ITSM > Manager Workspace.

  2. Click the Teams icon.

  3. Select a team for which you want to analyze skills.

  4. Add a skill for the group.

    Note: A group is synonymous with a team.

    1. Select the Skills tab.

      Note: In the right pane, you can analyze the top 5 skills that your team is using at any time. Select a skill to analyze skill data such as the number of users using the skill or tasks that have been assigned that need that skill, the overall skill coverage, and how many experts you currently have with that skill.

    2. Click New.

    3. In the Skill field, select a skill.
    4. In the Skill level field, select a level for the selected skill.
    5. In the Inherited from field, select the skill from which this skill is inherited.
    6. Click Save.

Parent Topic:Routing work items using Channels in Workforce Optimization for ITSM