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

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Release Notes

ft:clusterId :

    - rn

bundleId :

    - rn


---

# Workforce Optimization for ITSM release notes

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

Release version: Yokohama  
Updated January 30, 2025  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 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 Yokohama release.

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

When you upgrade to the Yokohama release, get the enhanced security features by installing the new plugin.{#workforce-optimization-itsm-rn__workforce-optimization-itsm-rn-highlights-1}

See [Workforce Optimization for ITSM](https://www.servicenow.com/docs/access?context=workforce-optimization-itsm-landing-page&version=yokohama&pubname=yokohama-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.

## Important information for upgrading Workforce Optimization for ITSM to Yokohama {#workforce-optimization-itsm-rn__workforce-optimization-itsm-rn-upgrade-info}

[Enhanced security to access Workforce Optimization for ITSM](https://www.servicenow.com/docs/access?context=components-installed-workforce-optimization-itsm&version=yokohama&pubname=yokohama-it-service-management&ft:locale=en-US)
:   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.{#workforce-optimization-itsm-rn__table_kz4_cbv_bdc__entry__2}

    | 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) {#workforce-optimization-itsm-rn__ul_lz4_cbv_bdc} |
    | Work scheduler | * Work scheduler admin (sn_wfo_work_sched.admin) * Work scheduler manager (sn_wfo_work_sched.manager) {#workforce-optimization-itsm-rn__ul_mz4_cbv_bdc} |
    [ ]

    {#workforce-optimization-itsm-rn__table_kz4_cbv_bdc}

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

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](https://www.servicenow.com/docs/access?context=activate-configurable-workforce-optimization-itsm&version=yokohama&pubname=yokohama-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/r/store-release-notes/sn-store-release-notes.html).{#workforce-optimization-itsm-rn__workforce-optimization-itsm-rn-activation-1}

## 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=yokohama&pubname=yokohama-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=yokohama&pubname=yokohama-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=yokohama&pubname=yokohama-employee-service-management&ft:locale=en-US)
:   Empower your employees by providing them with learning when they need it by using an omni-channel learning experience.

[Performance Analytics (Indicator data sources)](https://www.servicenow.com/docs/access?context=pa-overview&version=yokohama&pubname=yokohama-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=yokohama&pubname=yokohama-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=yokohama&pubname=yokohama-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=yokohama&pubname=yokohama-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=yokohama&pubname=yokohama-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=yokohama&pubname=yokohama-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.