Workforce Optimization for ITSM release notes

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Workforce Optimization for ITSM release notes

    The Workforce Optimization for ITSM application in the Yokohama release allows ServiceNow customers to manage and maintain workforce productivity efficiently from a single platform. This release primarily focuses on enhanced security features and streamlined access to workforce management capabilities.

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    Key Features

    • Enhanced Security: The Yokohama release introduces an optional enhanced security plugin (com.snc.itsm.enhancedsecurity) that must be installed via Now Support. This plugin requires specific roles to access features, ensuring controlled and secure use of the application.
    • Role-Based Access Controls: Different roles are designated for managing and using key Workforce Optimization features such as Skill Review and Work Scheduler, allowing precise permissions management.
    • Centralized Workforce Management: Enables management of scheduling, skill reviews, and productivity monitoring from one location, improving operational efficiency.
    • Integration with Related ServiceNow Solutions: Workforce Optimization for ITSM works alongside Advanced Work Assignment, Coaching, Learning Posts, Performance Analytics, Predictive Intelligence, Process Mining, Service Operations Workspace for ITSM, Skills Management, and Surveys to provide a comprehensive workforce and performance management ecosystem.

    Activation and Upgrade Guidance

    • The Workforce Optimization for ITSM plugin (snwfocfgitsm) must be installed from the ServiceNow Store to activate the application.
    • Upgrading to Yokohama offers the option to enable enhanced security by installing the new security plugin through Now Support.
    • Access to features after plugin installation is controlled by assigning the appropriate roles to users, ensuring secure and role-appropriate usage.

    Practical Benefits for ServiceNow Customers

    • Improved workforce productivity management through centralized controls and scheduling.
    • Greater security and compliance by leveraging enhanced access controls.
    • Seamless integration with other ServiceNow capabilities to support skill development, performance tracking, and process optimization.
    • Flexibility in adopting new features while maintaining secure and role-based access.

    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 Yokohama release.

    Workforce Optimization for ITSM highlights for the Yokohama release

    When you upgrade to the Yokohama release, get the enhanced security features by installing the new plugin.

    See Workforce Optimization for ITSM for more information.

    Important:
    Workforce Optimization for ITSM is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.

    Important information for upgrading Workforce Optimization for ITSM to Yokohama

    Enhanced security to access Workforce Optimization for ITSM
    When you upgrade to the Yokohama release, you have the option to turn on enhanced security for the Workforce Optimization for ITSM application. To get the enhanced security, you must contact Now Support to install the ITSM Enhanced Security Features plugin (com.snc.itsm.enhanced_security). After you install the plugin, you need the roles listed here to access the respective features.
    Features in Workforce Optimization for ITSM Role required for each user
    Skill review
    • Skill review manager (sn_wfo_skillreview.manager)
    • Skill review user (sn_wfo_skillreview.user)
    Work scheduler
    • Work scheduler admin (sn_wfo_work_sched.admin)
    • Work scheduler manager (sn_wfo_work_sched.manager)

    Activation information

    Install 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 Visit the ServiceNow Store 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.

    Related ServiceNow applications and features

    Advanced Work Assignment
    Use ServiceNow® Advanced Work Assignment to assign work items automatically to your agents by their availability, capacity, and skills.
    Coaching
    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
    Empower your employees by providing them with learning when they need it by using an omni-channel learning experience.
    Performance Analytics (Indicator data sources)
    Use ServiceNow® Performance Analytics to create reports on Key Performance Indicators (KPIs) to monitor and analyze metrics.
    Predictive Intelligence
    Use ServiceNow® Predictive Intelligence to recommend the skills for agents that are based on the work that they’ve completed.
    Process Mining
    Analyze business processes and optimize them quickly.
    Service Operations Workspace for ITSM
    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
    Assess the skills that your organization needs, identify gaps, and plan for the hiring and training of your teams.
    Surveys
    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.