--- title: Workforce Optimization for ITSM reference description: Refer to install components such as roles, tables, and system properties to configure and administer Workforce Optimization for ITSM. locale: en-US canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/workforce-optimization-for-it-service-management/workforce-optimization-itsm-reference.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: 3 breadcrumb: [Advanced configurations, Workforce Optimization for ITSM, IT Service Management] --- # Workforce Optimization for ITSM reference Refer to install components such as roles, tables, and system properties to configure and administer Workforce Optimization for ITSM. **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. To get details on which roles can be associated with each Workforce Optimization for ITSM persona, see [Roles in Workforce Optimization for ITSM](https://www.servicenow.com/community/workforce-optimization-blog/roles-in-workforce-optimization/ba-p/2647167). ## Reference overview Find reference topics you need to that you need to complete to administer Workforce Optimization for ITSM. |Benefit|Reference topic| |-------|---------------| |Separate data, processes, and administrative tasks into logical groupings called domains.|[Domain separation and Workforce Optimization for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/workforce-optimization-for-it-service-management/domain-separation-configurable-workforce-optimization-itsm.md)| |Refer to roles and indicators used in the ITSM manager workspace.|[Workforce Optimization ITSM Manager Workspace components](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/workforce-optimization-for-it-service-management/configurable-itsm-manager-workspace-reference.md)| |Refer to tables to store user and application data or database views and a schedule job to collect data for indicators.|[Workforce Optimization for ITSM components](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/workforce-optimization-for-it-service-management/components-installed-workforce-optimization-itsm.md)| |Refer to roles to administer channels and queues, properties to configure default behavior, and reports to analyze channel data.|[Channel Management components in Workforce Optimization for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/workforce-optimization-for-it-service-management/configurable-wfo-itsm-channel-management-reference.md)| |Refer to roles to administer agent shifts and schedules, properties, and user preferences to configure default behavior.|[Scheduling components in Workforce Optimization for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/workforce-optimization-for-it-service-management/configurable-wfo-itsm-scheduling-reference.md)| |Refer to roles to administer demand forecast, properties to configure default behavior, scheduled jobs to collect data for the configurations, and more to configure demand forecast.|[Demand Forecast components in Workforce Optimization for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/workforce-optimization-for-it-service-management/configurable-wfo-itsm-demand-forecast-reference.md)| |Refer to properties to configure the Work scheduler default behavior.|[Work Scheduler components in Workforce Optimization for ITSM reference](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/workforce-optimization-for-it-service-management/work-scheduler-wfo-itsm-reference.md)| |Refer to roles to administer teams and properties to modify default behavior.|[Teams components in Workforce Optimization for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/workforce-optimization-for-it-service-management/configurable-wfo-itsm-teams-reference.md)| |Refer to roles, tables, properties and more for Coaching.|[Coaching components in Workforce Optimization for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/workforce-optimization-for-it-service-management/configurable-wfo-itsm-coaching-reference.md)| |Refer to roles and how to access notifications for Skill review request.|[Skill review request components in Workforce Optimization for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/workforce-optimization-for-it-service-management/configurable-wfo-itsm-skill-review-request-reference.md)| |Refer to roles, properties, scheduled job, and tables for Skill recommendation.|[Skill Recommendation components in Workforce Optimization for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/workforce-optimization-for-it-service-management/configurable-wfo-itsm-skill-recommendation-reference.md)| - **[Workforce Optimization ITSM Manager Workspace components](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/workforce-optimization-for-it-service-management/configurable-itsm-manager-workspace-reference.md)** The configurable ITSM Manager Workspace has roles to administer the workspace, properties to configure default behavior, and indicators to analyze performance. - **[Workforce Optimization for ITSM components](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/workforce-optimization-for-it-service-management/components-installed-workforce-optimization-itsm.md)** The Workforce Optimization for ITSM application has tables to store user and application data or database views and a schedule job to collect data for indicators. **Parent Topic:**[Advanced configurations for Workforce Optimization for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/workforce-optimization-for-it-service-management/advanced-configuration-workforce-optimization-itsm.md)