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

Getting started with Workforce Optimization for ITSM

Learn the basics of getting Workforce Optimization for ITSM up and running.

To get started, you must first activate Workforce Optimization for ITSM, then organize your teams into assignment groups, and assign a primary assignment group for each agent.

  • Activate Workforce Optimization for ITSM
    The Workforce Optimization for ITSM Configurable Workspace plugin (sn_wfo_cfg_itsm) is available with the ITSM Enterprise subscription package.
  • Configuring groups in Workforce Optimization for ITSM
    As a manager, you can manage and optimize your entire workforce using Workforce Optimization for ITSM from one central location. Organizing your teams, for example, different levels of employees in your organizational chart, into groups is the foundation on which Workforce Optimization for ITSM operates.
  • Admin Console in Workforce Optimization for ITSM
    Use a guided approach to simplify the setup and configuration of groups within Workforce Optimization for ITSM from a central location.

Parent Topic:Workforce Optimization for ITSM