Exploring Collaborative Work Management

  • Release version: Xanadu
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Exploring Collaborative Work Management

    Collaborative Work Management (CWM) is a versatile, industry-agnostic tool within ServiceNow designed to help teams organize, manage, and track tasks collectively using collaborative Spaces. It consolidates work management and documentation in a single platform, eliminating the need to toggle between multiple applications. CWM supports various work methodologies including Agile sprint planning and custom workflows, allowing teams to manage personal tasks, team assignments, and other work items efficiently.

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    Key Features

    • Spaces: Create and share workspaces to organize team activities, with unlimited Boards for task management and Docs for documentation. A personal "My Space" is available for individual task management.
    • Boards: Customize workflows without admin support by defining fields, work item types, and multiple task assignees. Views include List, Gantt, and Kanban for flexible task visualization.
    • Automations: Enhance efficiency by automating notifications, task reassignments, and priority updates based on configurable conditions.
    • Docs: Manage various documentation types collaboratively in real time, with support for rich text and action items assignable to team members and external users.
    • Board Views and Templates: Save and share preferred views to ensure consistency, and use predefined templates to streamline creation of Boards and Docs.
    • Sprint Planning: Plan, track, and manage Agile workflows including Stories and sprints directly within CWM Boards.
    • Connected Work: Integrate work items from across ServiceNow AI Platform applications for centralized management.
    • Export Options: Export Boards as CSV or Excel files and Docs as PDFs for offline use, sharing, or stakeholder presentations.
    • Strategic Planning Integration: Prioritize and roadmap Boards within portfolio plans using Strategic Planning workspace, supporting organization-wide planning and investment tracking.
    • ServiceNow AI Platform Integration: Reference related records such as Incidents, Risks, and Issues directly within CWM Docs for comprehensive context and traceability.

    Key Outcomes

    ServiceNow customers adopting Collaborative Work Management can expect streamlined task and documentation handling in a unified environment, enabling real-time team collaboration and flexible workflow customization without administrative overhead. By linking work to strategic goals and integrating with broader ServiceNow AI Platform records, CWM helps demonstrate and maximize the business value of team efforts. Export capabilities and planning integrations further support effective communication and alignment with organizational objectives.

    Learn more about Collaborative Work Management (CWM) and review the benefits it can provide for your team.

    Collaborative Work Management overview

    CWM is an industry agnostic work management tool that enables organizing and managing the tasks assigned to you and your team using collaborative Spaces. Work can be managed and value can be tracked from a single location without switching between different applications.

    With CWM, you can:
    • Collaborate in real time using shared Spaces.
    • Enable flexible ways of working for your team using customizable Boards.
    • Choose to execute planned work in Agile methodology using Sprint planning or in a custom methdology.
    • Organize and manage any type of work such as personal work tasks, team tasks, or lists of other items from a central workspace.
    • Manage all required documentation directly within a Space by creating rich-text docs that enable real-time collaboration.
    • Connect to Strategic Planning workspace where Boards can be prioritized and roadmapped in a portfolio plan.
    • Understand the value that your team's work is delivering by connecting all work on a Board to a business goal.
    • Reference any work from the ServiceNow AI Platform such as Incidents, Risks, and Issues.

    Collaborative Work Management benefits

    Benefit Feature

    Create Spaces and share with others on your team to organize and manage the team's work. Within a Space, you can create unlimited Boards to manage tasks and Docs to manage documentation for those tasks.

    Use My Space as a personal space to manage any work assigned to you.

    		 Spaces
    Configure a flexible workspace without the involvement of an admin user. Define your own workflow and organize work the way you want.
    • Create custom fields for task records.
    • Switch between List, Gantt, and Kanban views.
    • Create custom work item types.
    • Add a list of additional assignees to a task.
    		 Boards
    Boost efficiency and save time by automating processes such as sending notifications, reassigning tasks, or updating task priority when certain conditions are met. Automations

    Manage different types of documentation such as meeting notes, technical specifications, or feature requirements from a single location and avoid using multiple disconnected tools.

    • Create rich text docs and add action items to users from within and outside the team.
    • Collaborate on docs in real-time with multiple concurrent editors.
    		 Docs

    Save your preferred data views for a Board or create shared views to ensure a consistent experience across sessions and for the entire team.

    		 Board views

    Save time, reduce inconsistencies in format, and avoid creating repeatable Boards and Docs using predefined and templates.

    		 Templates for Boards and Docs
    Plan, track, and manage Stories and other work items for your teams in the Agile methodology using Sprint planning in CWM Boards. Sprint planning in CWM

    Enable a centralized view to plan and manage all work by connecting work items from across multiple ServiceNow AI Platform applications to a single CWM Board.

    		 Connected work in CWM

    Use tasks data offline to obtain insights, share with stakeholders, and prepare for analysis or presentations by exporting Boards to CSV or Microsoft Excel files.

    		 Export Board as CSV or Excel

    Use the Docs offline, and share with teams or stakeholders outside CWM by exporting Docs as PDF.

    		 Export Doc as PDF

    Prioritize and roadmap Boards in Strategic Planning workspace's portfolio plans.

    The Organization, Project Portfolio, and Strategic Investments lenses support CWM Board as a planning item.

    		 Connecting CWM with Strategic Planning or Portfolio Planning

    Add a reference to other ServiceNow AI Platform records such as Incidents, Risks, or Issues in CWM Docs.

    		 Integration with other ServiceNow AI Platform records.