---
title: Assigning work using Work Scheduler in Workforce Optimization for ITSM
description: Manage your teams' work assignments easily by customizing your work queue to display the most relevant work items.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/workforce-optimization-for-it-service-management/work-scheduler-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: [Work scheduler, Workforce Optimization for ITSM, IT Service Management]
---

# Assigning work using Work Scheduler in Workforce Optimization for ITSM

Manage your teams' work assignments easily by customizing your work queue to display the most relevant work items.

**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.

Gain insights into which agents have been recommended to work on a task based on the mandatory and optional skills they have.

-   **[Assign work based on your teams' skills and capacity](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/workforce-optimization-for-it-service-management/track-tasks-teams-wfo-itsm.md)**  
Plan your teams' work and assign work items such as incidents, problems, change requests, or interactions to them based on their skills, availability, and capacity. View your teams' shifts, events, and work assignments and assign or reassign the work items from a central location.
-   **[Create a criteria for a matching rule in Work scheduler](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/workforce-optimization-for-it-service-management/assignment-rules-work-scheduler-wfo-itsm.md)**  
Add a criteria for a matching rule to enable assignment of work items to team members based on the rule.

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