---
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


---

# Example

# Example for using scheduling in 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  
Understand how you can set up and publish agent schedules and how your agents can
manage their own schedule based on an example.

A manager manages IT operations for a large organization and has 12 teams reporting to them.
Each of their teams has anywhere from 20 through 50 agents. At any given point, they needs
visibility into their teams' schedule. They must also be able to create shifts, and approve or
reject shift-swap or time-off requests from their agents.

As a manager, they can manage their entire teams' schedule using
Scheduling. Ingrid's team can manage their own schedule effectively
by requesting shift-swaps or time-off.  
The manager and their team can manage schedules by performing the following steps from one central location:

1. Create shift plan
2. Create a schedule plan
3. Assign agents to work shifts
4. Publish the schedule
5. Agents make requests to change the schedule or take time offFor more information, refer to [Service Operations Workspace - Scheduling](https://servicenow-prod.fluidtopics.net/~Ykt1slQnzIiwlCtJBwWqw "Use Service Operations Workspace to manage your schedule.").

6. Approve requests
{#example-scheduling-configurable-wfo-itsm__ol_i54_nvh_wkb}

Get an overview of how to you can create shift plans and assign agents to the shifts using the schedule plan in this video.

Get an overview of how you can monitor shifts and schedule for your entire team from a single
location in this video.

<br />

Get an overview of how agents use the workspace to manage their schedule.

<br />

For detailed information on creating and managing schedules using Workforce Optimization for ITSM, refer to [Scheduling in Workforce Optimization for
ITSM](https://servicenow-prod.fluidtopics.net/mor5bK_j5MuuOL5M18_RpA "Workforce Optimization for ITSM has roles to administer agent shifts and schedules and properties to configure default behavior.").