---
title: On-call scheduling in Service Operations Workspace for ITOM
description: 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.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-operations-management/oncall-schedule-escalation.html
release: australia
topic_type: concept
last_updated: "2026-03-12"
reading_time_minutes: 1
keywords: [SOW ITOM on-call scheduling]
breadcrumb: [Configure, ITOM AIOps, IT Operations Management]
---

# On-call scheduling in Service Operations Workspace for ITOM

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

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://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-operations-management/add-alert-table-oncall.md).

## Teams in Service Operations Workspace

Use the Teams menu \(\[Omitted image "icon-sow-itom-teams.png"\] Alt text: 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://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/on-call-scheduling-in-sow.md).

-   **[Add alert table to enable on-call scheduling for Service Operations Workspace for ITOM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-operations-management/add-alert-table-oncall.md)**  
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.

**Parent Topic:**[Configuring Service Operations Workspace for ITOM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-operations-management/configure-sow-itom.md)