Exploring Collaborative Work Management

  • Release version: Xanadu
  • Updated July 31, 2025
  • 2 minutes to read

    • Learn more about Collaborative Work Management (CWM) and review the benefits it can provide for your team.

    Collaborative Work Management overview

    CWM is an industry agnostic work management tool that enables organizing and managing the tasks assigned to you and your team using collaborative Spaces. Work can be managed and value can be tracked from a single location without switching between different applications.

    With CWM, you can:
    • Collaborate in real time using shared Spaces.
    • Enable flexible ways of working for your team using customizable Boards.
    • Choose to execute planned work in Agile methodology using Sprint planning or in a custom methdology.
    • Organize and manage any type of work such as personal work tasks, team tasks, or lists of other items from a central workspace.
    • Manage all required documentation directly within a Space by creating rich-text docs that enable real-time collaboration.
    • Connect to Strategic Planning workspace where Boards can be prioritized and roadmapped in a portfolio plan.
    • Understand the value that your team's work is delivering by connecting all work on a Board to a business goal.
    • Reference any work from the ServiceNow AI Platform such as Incidents, Risks, and Issues.

    Collaborative Work Management benefits

    Benefit Feature

    Create Spaces and share with others on your team to organize and manage the team's work. Within a Space, you can create unlimited Boards to manage tasks and Docs to manage documentation for those tasks.

    Use My Space as a personal space to manage any work assigned to you.

    		 Spaces
    Configure a flexible workspace without the involvement of an admin user. Define your own workflow and organize work the way you want.
    • Create custom fields for task records.
    • Switch between List, Gantt, and Kanban views.
    • Create custom work item types.
    • Add a list of additional assignees to a task.
    		 Boards
    Boost efficiency and save time by automating processes such as sending notifications, reassigning tasks, or updating task priority when certain conditions are met. Automations

    Manage different types of documentation such as meeting notes, technical specifications, or feature requirements from a single location and avoid using multiple disconnected tools.

    • Create rich text docs and add action items to users from within and outside the team.
    • Collaborate on docs in real-time with multiple concurrent editors.
    		 Docs

    Save your preferred data views for a Board or create shared views to ensure a consistent experience across sessions and for the entire team.

    		 Board views

    Save time, reduce inconsistencies in format, and avoid creating repeatable Boards and Docs using predefined and templates.

    		 Templates for Boards and Docs
    Plan, track, and manage Stories and other work items for your teams in the Agile methodology using Sprint planning in CWM Boards. Sprint planning in CWM

    Enable a centralized view to plan and manage all work by connecting work items from across multiple ServiceNow AI Platform applications to a single CWM Board.

    		 Connected work in CWM

    Use tasks data offline to obtain insights, share with stakeholders, and prepare for analysis or presentations by exporting Boards to CSV or Microsoft Excel files.

    		 Export Board as CSV or Excel

    Use the Docs offline, and share with teams or stakeholders outside CWM by exporting Docs as PDF.

    		 Export Doc as PDF

    Prioritize and roadmap Boards in Strategic Planning workspace's portfolio plans.

    The Organization, Project Portfolio, and Strategic Investments lenses support CWM Board as a planning item.

    		 Connecting CWM with Strategic Planning or Portfolio Planning

    Add a reference to other ServiceNow AI Platform records such as Incidents, Risks, or Issues in CWM Docs.

    		 Integration with other ServiceNow AI Platform records.