---
sourceDocument: Yokohama IT Operations Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/it-operations-management

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama IT Operations Management

ft:clusterId :

    - itom

bundleId :

    - itom

workflow :

    - Technology


---

# On-call scheduling in Service Operations Workspace for ITOM

# On-call scheduling in Service Operations Workspace for ITOM {#ariaid-title1}

* Release version: Yokohama
* 
* Updated January 30, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

ITOM
Service Operations Workspace supports creating and managing your on-call shifts and schedules. On-call schedule determines who is on-call at a given time. Learn how to configure on-call calendars and escalation policies
to ensure timely responses to critical issues, reducing downtime and maintaining service continuity. Streamlining these processes enhances team readiness, minimizes disruptions, and improves service reliability.

## Getting started with on-call scheduling {#oncall-schedule-escalation__section_wm2_bjt_1cc}

To enable on-call scheduling for alerts, first incorporate the Alert table \[em_alert\] into the Trigger Rule Table Config list. For more information, see [Add alert table to enable on-call scheduling for Service Operations Workspace for ITOM](https://servicenow-prod.fluidtopics.net/faNB_PLiITL3zVQ4QyLYFg "Enable on-call scheduling by incorporating the Alert table [em_alert] into the Trigger Rule Table Config list. This allows for creating shifts and implementing escalation triggers and policies, ensuring teams can promptly respond to alerts and maintain operational continuity.").

## Teams in Service Operations Workspace {#oncall-schedule-escalation__section_tfx_b4k_21c}

Use the Teams menu (![Teams icon]()) in Service Operations Workspace to view all teams. Select a team card to view and manage a team's schedule, define escalation policies, and team preferences for the selected shift. This feature verifies that your team
knows who is on call, is accountable, and is confident that critical alerts or incidents are acknowledged. For information on creating a shift, see [Create on-call shift for your team](https://www.servicenow.com/docs/access?context=on-call-scheduling-in-sow&version=yokohama&pubname=yokohama-it-service-management&ft:locale=en-US).