Workforce Optimization for ITSM | Overview

Provides an overview of Workforce Optimization for ITSM.

This video covers:
00:00 Intro
00:05 What is Workforce Optimization for ITSM?
01:06 Manager landing page
01:11 Omni-channel routing
01:41 Scheduling
02:53 Demand Forecast
03:18 Work Scheduler
03:36 Teams
04:33 Coaching with Learning

#servicenow #servicenowdemo #workforceoptimization #ITSM

Role required: Manager (sn_wfo_cfg_itsm.manager)

This video was recorded in the Utah release.

For more information on Workforce Optimization for ITSM, see:

ServiceNow product documentation:

Workforce Optimization for ITSM reference: https://docs.servicenow.com/bundle/ut...
management/page/product/configurable-workforce-optimization-itsm/concept/configurable-workforce-
optimization-itsm-reference.html

Workforce Optimization for ITSM release notes: https://docs.servicenow.com/bundle/ut...
notes/page/release-notes/it-service-management/workforce-optimization-itsm-rn.html

ServiceNow Training and Certification:
http://www.servicenow.com/services/tr...

ServiceNow Community:
https://community.servicenow.com/comm...

ServiceNow TechBytes Podcast:
https://www.servicenow.com/community/...

For general information about ServiceNow, visit: http://www.servicenow.com