This video is an overview of workforce optimization for ITSM
Workforce optimization for ITSM helps managers and teams
maximize productivity, connect globally distributed teams,
and close the talent and skill gaps by providing.
Advanced omni-channel routing
Shift scheduling with team member shift sign-up
Demand forecast.
Work scheduler.
Skills management with skills-based routing
Performance management with Process Optimization
Coaching with Learning.
ServiceNow Voice to deflect incidents
And the Mobile app to request and approve schedule changes
Now let’s follow along as Ingrid Menard, an IT Service Desk Manager, changes the way she and her team get work done.
When she starts her day, she needs to see a real-time assessment of her team and their workload demand.
On the Manager Landing page, we see a high-level view of all our team’s work.
Channel Management gives us a real-time look at channel-specific metrics and details of our teams,
including ongoing work, queues, and team member availability.
Using ServiceNow Voice, we can integrate any third-party telephony service to deflect incidents.
In our example, we’re using Amazon Connect.
We can monitor the chat queues and messages in real-time,
as well as coach team members on their interactions and view sentiment analysis.
With Scheduling we create work and on-call shifts,
as well as update our teams’ schedules with a view of staffing coverage.
Here we create a new schedule for the morning shift.
We empower our teams to sign up for work shifts based on their availability and preference.
Team members can manage their own schedules by requesting time off for on-call or work shifts,
and swap shifts with their peers from the team calendar.
They can also sign up for their preferred shifts.
Managers can swap team members’ shifts without going through the approval process.
Team members and managers can do this in the workspace, or through the ITSM Mobile Agents app.
And with Virtual agent, they can automate their time-off requests.
Using demand forecast.
We can plan the number of team members we need to staff our IT service desk.
The Create Forecast Configuration helps us anticipate staffing needs based on historical data.
We can get a visualization of forecast parameters that we’ve modified,
and then fine-tune them for better accuracy around the number of resources needed for proper schedule coverage.
If you manage teams that work on multiple types of work items,
such as incidents and change tasks,
you can assign or reassign work to your team members based on their skills, capacity,
work complexity, and availability using Work scheduler.
The Teams application is a window into the profiles and skills of our teams.
The key performance indicators, or KPIs, that we define show our team’s performance and efficiency.
Here we can set targets for our team members to improve the quality of their performance.
Team member profiles provide their individual stats,
Assignment groups.
Other team members.
Technical skills and more.
Team members can then view those performance targets
on their landing page in the service operations workspace.
When you integrate with process optimization, you can get insights
into the processes of your workforce and find areas that you can optimize.
We can use skill-based routing to assign skills to work items based on rules.
The work items are then automatically assigned
to the right team members based on those skills.
Coaching with Learning helps us address our teams’ skill gaps.
Team members complete internal or external courses to master the needed skills.
Using service operations workspace
team members can browse and self enroll into course items and learning paths.
Team members can also find personalized learning recommended to them.
On the skills tab.
We can manage all our team's skills and proficiencies using the skill matrix.
We can also start a skill review process for our groups or specific team members
so that they can review and update their existing skills
or add new ones.
Predictive intelligence can recommend skills for team members.
So, Workforce Optimization for ITSM
combines the tools that IT Service managers and team members need in one intuitive product,
making it easier to adapt to ever-changing technology
while providing a great service experience.
For more information,
see our product documentation or knowledge base.
Or ask a question in the ServiceNow community.