---
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


---

# Setting up

# Setting up Coaching 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  
Manage agent skills and assess the quality of completed tasks. Use predictive
intelligence to recommend skills for agents. Train your agents with internal and external learning
content.

To identify and add course items for a virtual coach, see [Identify and add course items for a virtual coach](https://servicenow-prod.fluidtopics.net/M5LuPGckX6bhDfBjl_nZCQ "Define filters and add course items for automated virtual coaching. When a coaching assessment is triggered, the course items are automatically attached to the assessment.").  
Important:  
If you have enabled the Coaching (sn_coaching) plugin, make sure that you have upgraded the following plugins to latest store release version:

* Workforce Optimization for ITSM Configurable Workspace (sn_wfo_cfg_itsm).
* Workforce Optimization Configurable Workspace Core (sn_wfo_cfg_ws).
* Workforce Optimization Common (sn_wfo_common).

{#setup-coaching-configurable-workforce-optimization-itsm__ul_lbb_w21_m5b}For more information, see [Activate Workforce Optimization for ITSM](https://servicenow-prod.fluidtopics.net/HkkAtPRKrojGtldV0cQ~Tw "The Workforce Optimization for ITSM Configurable Workspace plugin (sn_wfo_cfg_itsm) is available with the ITSM Enterprise subscription package.").
* **[Configure an indicator to display in the Coaching Overview tab in Workforce Optimization for ITSM](https://servicenow-prod.fluidtopics.net/SkaCRKNUeOczoWrKhyD7yg)**   
  Add a system property to display the desired indicator in the Coaching Overview tab in the Coaching application.
* **[Configure a list menu to display in the Learning tab in Workforce Optimization for ITSM](https://servicenow-prod.fluidtopics.net/wy5KIQClpBPCV0B5srzuIA)**   
  Add a system property to add to or modify the list menu for Coaching with Learning in the Coaching application in Workforce Optimization for ITSM.
* **[Integrate Coaching with Learning with third-party learning management systems](https://servicenow-prod.fluidtopics.net/4TDinRWep2wYRPLIoOkypQ)**   
  Connect your ServiceNow instance with third-party learning sites to pull learning content into your repository.