---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Add or update skills

# Add or update skills using Workforce Optimization for ITSM {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Add skills or update skill levels for an agent so that it gets added to their skill set.

## Before you begin

Role required: skill_manager

## Procedure

1. Navigate to AllWorkforce Optimization for ITSMManager Workspace.
2. Select the coaching icon.
3. Select the Skills tab.
4. Add a skill or update a skill level.

   | To | Do this |
   | Add a skill | 1. In the skill matrix, select Add for the skill that you want to add to the agent. 2. In the Skill level field, select a level for the skill. 3. Select OK. The skill gets automatically added to the agent. {#add-skills-configurable-workspace__ol_gv5_fhx_nlb} |
   | Update a skill level | 1. In the skill matrix, select a skill level for an agent. 2. Select the skill level that you want to add for the agent. 3. Select OK. {#add-skills-configurable-workspace__ol_ldn_3hx_nlb} |
   |-|-|

   {#add-skills-configurable-workspace__choicetable_ufk_1hx_nlb}

*[\>]: and then