---
sourceDocument: Xanadu Release Notes
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/release-notes

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Release Notes

ft:clusterId :

    - rn

bundleId :

    - rn


---

# Workforce Optimization for ITSM release notes

# Workforce Optimization for ITSM release notes {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read

The ServiceNow®
Workforce Optimization for ITSM application enables you to manage and maintain the productivity of your workforce from a single location. Workforce Optimization for ITSM was enhanced and updated in the Xanadu release.

## Workforce Optimization for ITSM highlights for the Xanadu release {#workforce-optimization-itsm-rn__workforce-optimization-itsm-rn-highlights}

* Use the Workforce Optimization for ITSM Admin Console to configure your application.
* Synchronize team calendars and events with Microsoft Outlook.
* Benefit from accessibility improvements to create a configurable workspace that supports Web Content Accessibility Guidelines (WCAG) 2.1 Level AA conformance.
{#workforce-optimization-itsm-rn__ul_yg2_w11_jbc}

See [Workforce Optimization for ITSM](https://www.servicenow.com/docs/access?context=workforce-optimization-itsm-landing-page&version=xanadu&pubname=xanadu-it-service-management&ft:locale=en-US) for more information.{#workforce-optimization-itsm-rn__workforce-optimization-itsm-rn-highlights-2}
Important:  
Workforce Optimization for ITSM is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.

## New in the Xanadu release {#workforce-optimization-itsm-rn__workforce-optimization-itsm-rn-new-features}

[Admin Console Experience](https://www.servicenow.com/docs/access?context=admin-console-wfo-itsm&version=xanadu&pubname=xanadu-it-service-management&ft:locale=en-US)
:   Use the admin console to set up and configure the Workforce Optimization for ITSM application.

[Synchronize the schedule calendar with Microsoft Outlook](https://www.servicenow.com/docs/access?context=synchronize-microsoft-outlook-wfo-itsm&version=xanadu&pubname=xanadu-it-service-management&ft:locale=en-US)
:   When you synchronize the agent's calendar in the Schedule module with Microsoft Outlook, agents can view all your schedule, shifts, and events that display in the agent calendar also in your Microsoft Outlook calendar.

[Recurring events in the team calendar](https://www.servicenow.com/docs/access?context=add-events-team-calendar-wfo-itsm&version=xanadu&pubname=xanadu-it-service-management&ft:locale=en-US)
:   When you create an event, you can make it a recurring event.

## Changed in this release {#workforce-optimization-itsm-rn__workforce-optimization-itsm-rn-changed-features}

[Reflow for configurable workspace](https://www.servicenow.com/docs/access?context=auto-reflow&version=xanadu&pubname=xanadu-platform-user-interface&ft:locale=en-US)
{#workforce-optimization-itsm-rn__workforce-optimization-itsm-rn-rn-workspace}
:   Workforce Optimization for ITSM
    configurable workspace supports reflow, which enables pages and content to be zoomed up to 400% through your browser settings without loss of content or functionality. For information about how to upgrade, see
    the [Accessibility information section](https://servicenow-prod.fluidtopics.net/m2Gyr1HJb5WPprtQmY5IYQ#workforce-optimization-itsm-rn__workforce-optimization-itsm-rn-accessibility) that follows.

[Renaming a published schedule](https://www.servicenow.com/docs/access?context=publish-schedule-wfo-itsm&version=xanadu&pubname=xanadu-it-service-management&ft:locale=en-US)
:   You can edit the name of a schedule after it is published.

## Activation information {#workforce-optimization-itsm-rn__workforce-optimization-itsm-rn-activation}

Activate the Workforce Optimization for ITSM plugin (sn_wfo_cfg_itsm) by requesting it from the ServiceNow Store. For details, see [Activate Workforce Optimization for ITSM](https://www.servicenow.com/docs/access?context=activate-configurable-workforce-optimization-itsm&version=xanadu&pubname=xanadu-it-service-management&ft:locale=en-US)
Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the [ServiceNow Store version history release notes](https://www.servicenow.com/docs/bundle/store-release-notes/page/release-notes/store/sn-store-release-notes.html).{#workforce-optimization-itsm-rn__workforce-optimization-itsm-rn-activation-1}

## Accessibility information {#workforce-optimization-itsm-rn__workforce-optimization-itsm-rn-accessibility}

Accessibility improvements
:   Accessibility improvements were completed to create a configurable workspace that supports WCAG 2.1 Level AA conformance.

Reflow

:   The Configurable Workspace supports reflow, which enables pages and content to be zoomed up to 400% through your browser settings without loss of content or functionality. Additionally, content can be enlarged
    without scrolling in two dimensions at a width equivalent to 320 CSS pixels or a height equivalent to 256 CSS pixels. Page layouts are transformed into a vertical, stacked view automatically when users increase browser zoom to
    400%.

:   This enhancement helps users with low vision or who have trouble seeing web content in a browser due to monitor size, device type, poor lighting, or other situations. Reflow can be turned off
    with a system property for instances, experiences, and pages. See [Reflow for Configurable Workspace](https://www.servicenow.com/docs/access?context=auto-reflow&version=xanadu&pubname=xanadu-platform-user-interface&ft:locale=en-US) for details.

## Related ServiceNow applications and features {#workforce-optimization-itsm-rn__workforce-optimization-itsm-rn-related-apps}

[Advanced Work Assignment](https://www.servicenow.com/docs/access?context=awa-overview&version=xanadu&pubname=xanadu-servicenow-platform&ft:locale=en-US)
:   Use ServiceNow®
    Advanced Work Assignment to assign work items automatically to your agents by their availability, capacity, and skills.

[Coaching](https://www.servicenow.com/docs/access?context=coaching-landing&version=xanadu&pubname=xanadu-it-service-management&ft:locale=en-US)
:   Use ServiceNow®
    Coaching to monitor and improve the performance of your employees. You can evaluate their skills and get them the training that they need for skill growth.

[Learning Posts](https://www.servicenow.com/docs/access?context=learning-post-app&version=xanadu&pubname=xanadu-employee-service-management&ft:locale=en-US)
:   Create an omni-channel learning experience for your employees by empowering them with the right learning at the right time.

[Performance Analytics (Indicator data sources)](https://www.servicenow.com/docs/access?context=pa-overview&version=xanadu&pubname=xanadu-now-intelligence&ft:locale=en-US)
:   Use ServiceNow®
    Performance Analytics to create reports on Key Performance Indicators (KPIs) to monitor and analyze metrics.

[Predictive Intelligence](https://www.servicenow.com/docs/access?context=predictive-intelligence-landing&version=xanadu&pubname=xanadu-intelligent-experiences&ft:locale=en-US)
:   Use ServiceNow®
    Predictive Intelligence to recommend the skills for agents that are based on the work that they've completed.

[Process Mining](https://www.servicenow.com/docs/access?context=process-mining&version=xanadu&pubname=xanadu-now-intelligence&ft:locale=en-US)
:   Analyze business processes and optimize them quickly.

[Service Operations Workspace for ITSM](https://www.servicenow.com/docs/access?context=sow-landing-page&version=xanadu&pubname=xanadu-it-service-management&ft:locale=en-US)
:   Improve your ITSM agent experience and manage your IT fulfillment volume more efficiently by using Service Operations Workspace. Manage your schedule and complete training by using Workforce Optimization for ITSM in the Service Operations Workspace.

[Skills Management](https://www.servicenow.com/docs/access?context=skills-management&version=xanadu&pubname=xanadu-servicenow-platform&ft:locale=en-US)
:   Assess the skills that your organization needs, identify gaps, and plan for the hiring and training of your teams.

[Surveys](https://www.servicenow.com/docs/access?context=r_SurveyManagementLandingPage&version=xanadu&pubname=xanadu-servicenow-platform&ft:locale=en-US)
:   Create, send, and collect responses for basic surveys. If installed, you can also use the Survey widget to set up a survey within the ServiceNow®
    Service Portal.