---
title: Setting up Scheduling in Workforce Optimization for ITSM
description: Manage events using the team calendar. You can create different types of event categories and use scripted extension points to customize the event types.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/workforce-optimization-for-it-service-management/setup-scheduling-configurable-workforce-optimization-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: [Scheduling, Workforce Optimization for ITSM, IT Service Management]
---

# Setting up Scheduling in Workforce Optimization for ITSM

Manage events using the team calendar. You can create different types of event categories and use scripted extension points to customize the event types.

**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.

-   **[Configure the due date logic for shift approval flows](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/workforce-optimization-for-it-service-management/configure-time-off-shift-swap-approval-flows.md)**  
As an administrator, you can configure the due date logic for the time-off request and shift-swap request approval flows.
-   **[Configure event categories for the ITSM Manager Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/workforce-optimization-for-it-service-management/categorize-events-configurable-wfo-itsm.md)**  
Add an event category. Create or update field configurations for events. You can also specify if an event category must be excluded when the shift coverage for agents is calculated.
-   **[Create or enable access to event types to add them to the team calendar](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/workforce-optimization-for-it-service-management/configure-events-team-calendar-configurable-wfo-itsm.md)**  
Create multiple events from the same category and add them to the calendar in ITSM Manager Workspace. Enable agents or managers to create specific event types.
-   **[Event type extension points in Workforce Optimization for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/workforce-optimization-for-it-service-management/extension-points-configurable-workforce-optimization-itsm.md)**  
Use extension points to call scripts for event categories such as a meeting, time off, or work time.
-   **[Synchronize agent calendar in Workforce Optimization for ITSM with the Microsoft Outlook calendar](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/workforce-optimization-for-it-service-management/synchronize-microsoft-outlook-wfo-itsm.md)**  
Streamline the way that agents manage their calendar so that they can view their schedule in one location.

**Parent Topic:**[Scheduling in Workforce Optimization for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/workforce-optimization-for-it-service-management/explore-schedule-configurable-wfo-itsm.md)