---
title: Workforce Optimization for ITSM manager landing page
description: Stay on top of the status of incidents your teams are working on at a given time. Monitor training that's overdue and how many assessments are open and require approval. Analyze your teams' work and SLA status for the desired time period.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/workforce-optimization-for-it-service-management/wfo-itsm-manager-landing-page-configurable.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: [Landing pages, Advanced configurations, Workforce Optimization for ITSM, IT Service Management]
---

# Workforce Optimization for ITSM manager landing page

Stay on top of the status of incidents your teams are working on at a given time. Monitor training that's overdue and how many assessments are open and require approval. Analyze your teams' work and SLA status for the desired time period.

\[Omitted image "workforce-optimization-landing-page.jpg"\] Alt text: Workforce Optimzation Landing Page

## End user and roles

<table id="table_ov2_tj4_2fb"><thead><tr><th>

End user and goal

</th><th>

Required role

</th></tr></thead><tbody><tr><td>

As a workspace manager, you can:-   Monitor open P1 incidents, SLAs that have been breached, at risk, the ones not been updated in 24 hours, or escalations.
-   Analyze the incidents your team is currently working on or incidents that have not yet been assigned.
-   Track the mean time to resolution, first call resolution, and customer satisfaction based on the assignment group for the desired time period.

</td><td>

sn\_wfo\_cfg\_ws.manager

</td></tr></tbody>
</table>## Use case

Monitor your agent's work when you start your day, view reports that need your attention, and navigate to the incidents on which you want to take action. Analyze the performance of a specific team for a desired time period by selecting the team from the Teams list and also the desired date range.

## Indicators

-   **Mean time to resolution**

    The average time taken to resolve incidents.

-   **First call resolution**

    Number of incidents resolved the first time it was handled.

-   **Customer satisfaction**

    Overall customer satisfaction on incident resolution.

-   **Team Performance**

    A list of incidents assigned to the teams managed by the current logged-in user.

-   **Unassigned incidents**

    A list of incidents assigned to groups managed by the current logged-in user that does not have an assignee.


## Breakdowns

-   Priority
-   Category
-   Assignment Group
-   Assigned To

## Data visualizations

Select a visualization to view details.

|Title|Type|Description|
|-----|----|-----------|
|Open P1 Incidents|Single score\[Omitted image "icon-single-score-report.png"\] Alt text: Single score|Number of open incidents with top priority.|
|Incidents not updated in 24 hours|Single score\[Omitted image "icon-single-score-report.png"\] Alt text: Single score|Number of incidents that have not been updated in the last 24 hours.|
|Incident SLAs Breached|Single score\[Omitted image "icon-single-score-report.png"\] Alt text: Single score|Number of incidents with SLAs that have been breached.|
|Incident SLAs at Risk|Single score\[Omitted image "icon-single-score-report.png"\] Alt text: Single score|Number of incidents with SLAs that are at risk.|
|Escalations|Single score\[Omitted image "icon-single-score-report.png"\] Alt text: Single score| |

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