---
title: Add or update skills using Workforce Optimization for ITSM
description: Add skills or update skill levels for an agent so that it gets added to their skill set.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/workforce-optimization-for-it-service-management/add-skills-configurable-workspace.html
release: australia
product: Workforce Optimization for IT Service Management
classification: workforce-optimization-for-it-service-management
topic_type: task
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Adding skills to agents' skill set, Skills Management, Workforce Optimization for ITSM, IT Service Management]
---

# Add or update skills using Workforce Optimization for ITSM

Add skills or update skill levels for an agent so that it gets added to their skill set.

## Before you begin

**Important:** Starting with the Brazil release, Workforce Optimization for ITSM is being prepared for future deprecation. It will be hidden and no longer installed on new instances but will continue to be supported. For details, see the [Deprecation Process \[KB0867184\]](https://support.servicenow.com/kb_view.do?sysparm_article=KB0867184) article in the Now Support Knowledge Base.

Role required: skill\_manager

## Procedure

1.  Navigate to **All** > **Workforce Optimization for ITSM** > **Manager Workspace**.

2.  Select the coaching icon.

3.  Select the **Skills** tab.

4.  Add a skill or update a skill level.

<table id="choicetable_ufk_1hx_nlb"><thead><tr><th align="left" id="d398871e114">

To

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Do this

</th></tr></thead><tbody><tr><td id="d398871e123">

**Add a skill**

</td><td>

1.  In the skill matrix, select **Add** for the skill that you want to add to the agent.
2.  In the **Skill level** field, select a level for the skill.
3.  Select **OK**.

The skill gets automatically added to the agent.

</td></tr><tr><td id="d398871e155">

**Update a skill level**

</td><td>

1.  In the skill matrix, select a skill level for an agent.
2.  Select the skill level that you want to add for the agent.
3.  Select **OK**.


</td></tr></tbody>
</table>
**Parent Topic:**[Adding skills to agents' skill set in Workforce Optimization for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/workforce-optimization-for-it-service-management/adding-skills-agents-skillset-wfo-itsm.md)