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.

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