---
title: Example for using channel management in Workforce Optimization for ITSM
description: Understand how you can route work to specific groups and monitor real-time performance using Channel Management.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/workforce-optimization-for-it-service-management/example-queue-management-configurable-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: 1
breadcrumb: [Channels, Workforce Optimization for ITSM, IT Service Management]
---

# Example for using channel management in Workforce Optimization for ITSM

Understand how you can route work to specific groups and monitor real-time performance using Channel Management.

**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.

A manager manages IT operations for a large organization and has 12 teams reporting to them. Each of their teams has anywhere from 20 through 50 agents. They must ensure that incoming work gets effectively routed to the right groups across all channels.

As a manager, the manager must ensure that they can set up **Channel Management** to monitor team performance as follows:

-   Add service channels and queues to route work items
-   Add KPIs to the channels and queues to measure team performance
-   Monitor their teams' ongoing work and performance
-   Join chat conversations to assist agents

For detailed information on setting up channels using Workforce Optimization for ITSM, refer to [Setting up Channels using Workforce Optimization for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/workforce-optimization-for-it-service-management/setup-channels-configurable-workforce-optimization-itsm.md).