Collaborative Work Management (CWM) helps organizations break down silos and accelerate outcomes by uniting teams, tasks, and tools on a single platform.
Using collaborative Spaces, cross-functional teams can plan and execute work in one place, while Boards that provide Kanban, Gantt, List, Sprint planning, and Dashboard views enable flexible task management and real-time visibility into delivery health. Connected Work and Lists bring tasks, epics, defects, sprints, and other work artifacts from across ServiceNow apps into a unified view, improving visibility and reducing context switching. Board-level automations eliminate repetitive actions like notifications and task reassignment, empowering teams to focus on strategic priorities. Real-time collaborative Docs and reusable templates streamline documentation and standardize processes. By integrating seamlessly with Strategic Portfolio Management, Enterprise Agile Planning, and Project Workspace, CWM aligns day-to-day work with business goals, keeping project and task data synchronized across platforms and driving transparency and accountability.
CWM allows you to draft content from scratch in Docs using open prompts, generating professional-quality text instantly without switching to external AI tools. In addition, you can summarize, elaborate, and shorten existing content, while also automatically generating clear, actionable CWM tasks for your Boards. ServiceNow Otto for CWM can also read external documents, meeting notes, and PDFs to identify actionable items and map them directly into structured CWM tasks, and can instantly split any task into smaller, assignable child tasks with a single click.
If your teams need to create a formula column in a CWM Board, ServiceNow Otto will help convert plain-language requirements into the required formula syntax. If your teams work on Agile stories, use ServiceNow Otto to generate acceptance criteria and break them down into actionable scrum tasks. CWM now helps teams bring their entire backlog into one source of truth. With AI-powered import of tasks and stories, teams can lift structured data from spreadsheets, documents, and other work tools directly into CWM Boards.
Together, these intelligent capabilities help teams save time, reduce manual effort, and drive better outcomes. Whether you are onboarding a new team, drafting new content, reviewing documents, planning a sprint, or collaborating across time zones, ServiceNow Otto for CWM keeps you informed, aligned, and efficient.
Spaces:
- Manage planned and ad-hoc work using personal and shared Spaces
- Create unlimited Boards and Docs to plan work
- Organize Boards and Docs into folders
- Invite members and groups from across teams to collaborate
Boards:
- Organize tasks using flexible Board views (List, Gantt, Kanban, Sprint planning, and Dashboard)
- Create custom columns for any ServiceNow tasks present on a Board
- Bulk import backlog content into CWM Boards from spreadsheets, files exported from other work management tools, PDFs, documents, and images
- Create tasks from documents such as PDFs, Word docs, and images and open prompt and add the tasks to the Board
- Create custom CWM task types to tailor work items to your team's specific processes and workflows
- Add automations to tasks to save time and improve efficiency in delivery
- Connect Boards to Strategic Planning Workspace for prioritization, roadmap, and goals
- Connect Boards to Enterprise Agile Workspace to manage dependencies across teams and Agile Release Trains (ARTs)
Docs:
- Create rich-text docs to manage multiple types of documentation
- Insert images and tables
- Tag users inline in the Doc
- Real-time collab - see in real time who is currently viewing or working on a Doc using live user presence
- Reference any ServiceNow task tables or task fields to connect work across teams
- Display dynamic updates of the ServiceNow task fields mentioned in the Docs.
- Add inline comments directly on selected text within a Doc page. Add a HTML link or mention teammates in a comment to trigger a targeted notification containing the Doc name and page name.
Connected work and Strategic Portfolio Management (SPM) apps integration:
- Centralize work by bringing task types like incidents, change requests, problems, and other tasks from multiple ServiceNow apps into a CWM Board
- Plan and manage connected work using the Sprint planning view or flexible workflows in List, Gantt, or Kanban view
- Update status, assignee, and details in real time directly from the Board
- Enable, disable, refresh, or remove connected work item types as requirements change
- Manage up to 10 different connected work types in one Board
- Connect a goal in Strategic Planning Workspace to a CWM Board
- Connect an ART or Agile Team in Enterprise Agile Workspace to a CWM Board
- Connect projects in SPM with CWM Boards.
Templates for Boards and Docs:
- Ensure consistent format and structure across Boards and Docs for the same business process or workflow
- Apply templates to new or existing Boards and Docs
- Save Boards or Doc pages as templates
- Manage all templates in the Template Center
- Share templates with the team or keep them private
My Work:
- Keep track of all tasks assigned to you in any ServiceNow application.
- Identify tasks that are high priority or overdue using different widgets and visualizations
- Filter the dashboard to show task types such as CWM tasks, incidents, or stories from a specific date range
- Task types supported for display: any ServiceNow task type, including CWM tasks, Project Workspace tasks, demand tasks, RIDAC tasks, Agile stories, scrum tasks, incidents, change requests and catalog requests
- Track any Additional Assignee tasks with a quick system property change
Board views:
- Save Board display preferences as personal or shared views
- Create shared views for the team so that all the team members consuming the data have the same experience
- Create multiple views for the same Board so that you can display data in a way that suits your audience
- Quickly switch between views to avoid manually updating display preferences each time the audience changes
- Update view preferences any time to adapt to changing processes
CWM dashboards:
- Dashboard view is one of the views available on a CWM Board, alongside List, Gantt, Kanban, and Sprint planning
- Visualize task progress, priorities, and assignments without opening individual records
- Every Board comes with preconfigured Team progress and Team sprint 6racker dashboards that teams can duplicate and build on, skipping the work of starting from scratch
- Flexible widgets – bar, pie charts, score dials, and sprint burndown/burnup/velocity widgets are provided out of the box, with the option to add custom widgets to any custom column data source in the Board
- Every dashboard is visible to all Board members, with multiple dashboards supported per Board
- Copy a direct link to any dashboard, with built-in access requests for teammates who need permission
Export Board and Doc:
- Exporting the List view of a Board to Excel or CSV format so that you can share with external stakeholders, and prepare for analysis or presentations
- The exported CSV or Excel file doesn't retain the hierarchy of the CWM tasks from the List view
- Export pages of CWM Docs as PDF files so that you can share documentation via email with multiple teams or with stakeholders who don’t have access to CWM
ServiceNow Otto for CWM capabilities:
- AI import of tasks and stories into CWM Boards: Bulk import tasks and stories into CWM Boards from spreadsheets, files exported from other work management tools, PDFs, documents, and images with tabular data
- Doc summarization: Quickly summarize CWM Docs to understand key insights, making document reviews faster and more effective. You can also elaborate or shorten content, ensuring that your Doc pages are always tailored to the right level of detail
- Task generation from Docs: Save time and manual effort by letting ServiceNow Otto for CWM analyze your Doc content and automatically generate and add detailed CWM tasks to your CWM Boards
- Draft content from scratch in Docs: Generate content directly in CWM Docs using ServiceNow Otto for CWM without switching to external AI tools
- Generate and paraphrase acceptance criteria of a story: While creating a story, use ServiceNow Otto to generate acceptance criteria based on the story's short description and description. The generated acceptance criteria can also be elaborated or shortened as needed
- Generate scrum tasks using AI: Generate scrum tasks for a story from the Australia release onwards
- Generate formula with AI: Using the available columns, generate formulas to perform calculations. This supports all math and string functions supported by the ServiceNow AI Platform's Formula API
- Create actionable CWM tasks or stories from any document files or open prompt: Generate tasks for a Board by describing the work in a natural-language prompt or by uploading a document. AI analyzes the input to propose a list of candidate tasks for you to review and select before adding them to the Board
- Create child tasks from any CWM task types in the List view: Use AI to generate subtasks for a large or complex task based on the task's short description and description, reducing manual work breakdown effort
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- Automatically convert external documents, meeting notes, and natural-language prompts into structured, actionable tasks CWM tasks.
- Keep Project Workspace and CWM tasks synchronized in both directions, with statuses, dates, and comments updating in real time across platforms.
- View epics and other connected work across Boards natively within CWM in one view, with AI-assisted filtering for relevant results.
- Build multiple customizable dashboards per Board with real-time charts, scores, and widgets to track delivery health at a glance.
- Instantly break any CWM task into smaller, assignable child tasks with a single click, eliminating manual task drafting.
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Other Requirements:- CWM AI user role
- AI Lens user role
- CWM Dashboards - For the Sprint Burn Up and Sprint Burn Down charts, users must first activate the CWM Daily Sprint Data Collection scheduled job and set the Run as and Run as tz field values on the job. Once the job starts, data will be collected daily for active sprints.