Workforce Optimization for ITSM release notes
Summarize
Summary of Workforce Optimization for ITSM release notes
The ServiceNow® Workforce Optimization for ITSM application centralizes workforce productivity management. The Yokohama release introduces significant enhancements, particularly focused on improved security measures and integration options.
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Key Features
- Enhanced Security: With the Yokohama release, customers can enable stronger security controls by installing the ITSM Enhanced Security Features plugin (com.snc.itsm.enhancedsecurity). Access to Workforce Optimization features is controlled via specific roles assigned to users, such as Skill Review Manager, Skill Review User, Work Scheduler Admin, and Work Scheduler Manager.
- Plugin Activation: Workforce Optimization for ITSM is available via the ServiceNow Store. Customers must request the installation of the Workforce Optimization for ITSM plugin (snwfocfgitsm) to activate the application.
- Integration with Related ServiceNow Applications: The application complements and integrates with several other ServiceNow capabilities, including Advanced Work Assignment (for automatic task allocation), Coaching (for employee performance monitoring and skill development), Learning Posts (for omni-channel learning), Performance Analytics (for KPI reporting), Predictive Intelligence (for skill recommendations), Process Mining, Service Operations Workspace for ITSM, Skills Management, and Surveys.
Practical Implications for ServiceNow Customers
- Upgrading to Yokohama enables stronger security controls, which requires coordination with Now Support to install the enhanced security plugin and assign appropriate roles for feature access.
- Customers can streamline workforce productivity management within ITSM by leveraging Workforce Optimization’s centralized capabilities.
- Integration with complementary ServiceNow applications allows customers to automate work assignments, monitor and improve employee skills, provide learning opportunities, analyze performance metrics, and optimize processes—all from within their ServiceNow environment.
- Access to Workforce Optimization and its security features depends on proper plugin activation and role assignments, ensuring controlled and secure usage.
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 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.