---
title: Admin Console in Workforce Optimization for ITSM
description: Use a guided approach to simplify the setup and configuration of groups within Workforce Optimization for ITSM from a central location.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/workforce-optimization-for-it-service-management/admin-console-wfo-itsm.html
release: australia
product: Workforce Optimization for IT Service Management
classification: workforce-optimization-for-it-service-management
topic_type: concept
last_updated: "2026-03-12"
reading_time_minutes: 2
breadcrumb: [Getting started, Workforce Optimization for ITSM, IT Service Management]
---

# Admin Console in Workforce Optimization for ITSM

Use a guided approach to simplify the setup and configuration of groups within Workforce Optimization for ITSM from a central location.

**Important:** Starting with the Brazil release, Workforce Optimization for ITSM is being prepared for future deprecation. Starting with the Australia release, Admin Console in Workforce Optimization for ITSM was already 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.

Configure access to each application within Workforce Optimization for ITSM tailored to your organizational needs. The foundation on which Workforce Optimization for ITSM operates is to organize all teams into assignment groups. For more information, see [Configuring groups in Workforce Optimization for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/workforce-optimization-for-it-service-management/configuring-groups-wfo-itsm.md).

The Admin Console walks the admins through a step-by-step process of configuring Workforce Optimization for ITSM.

Using the Admin Console, admins can:

1.  Manage WFO assignment groups.
    -   Add groups that are in the **User Administration** > **Groups** list.

        **Note:**

        -   When you select the desired groups and add them to the Admin Console, the groups are marked as type **WFO\_ITSM**. The permissions for users in the group are retained as is.
        -   You can only view groups of type **WFO\_ITSM**, also known as WFO assignment groups, in the Admin Console.
    -   Add managers to groups.
        -   Assign a primary manager for each group.
        -   Assign additional managers who need visibility into the groups.
    -   Add members to the groups and assign a primary group to each team member.
2.  Define application access.

    Provide agents and managers access for each application within Workforce Optimization for ITSM.


-   **[Define groups as WFO assignment groups in the Admin Console in Workforce Optimization for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/workforce-optimization-for-it-service-management/manage-assignment-groups-admin-console-wfo-itsm.md)**  
Identify existing groups relevant to WFO and add them to the Admin Console so that you can configure them easily based on your organization's needs.
-   **[Define access to each application in the Admin Console in Workforce Optimization for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/workforce-optimization-for-it-service-management/define-application-access-admin-console-wfo-itsm.md)**  
Configure assignment group access to each application in Workforce Optimization for ITSM based on your organizational needs.

**Parent Topic:**[Getting started with Workforce Optimization for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/workforce-optimization-for-it-service-management/getting-started-workforce-optimization-itsm.md)