This video is an overview of Workforce Optimization for ITSM.
IT Service Teams are constantly shifting between multiple applications and products to get their work done.
Scheduling, training and reporting are all time-consuming activities that require a lot of attention.
For this, managers need to be actively engaged with their teams.
Whether it's helping to solve a problem or coach an agent,...
... managers have a lot of responsibilities.
Workforce Optimization for ITSM helps managers and teams respond to the changing demand and service expectations they face daily,...
by using advanced omni-channel routing,...
... shift scheduling with on-call...
... demand forecast...
... skill-based routing...
... performance management...
... and Coaching with learning.
ServiceNow Voice helps deflect incidents.
And with the mobile app, agents and managers can conveniently request and approve schedule changes.
Now we'll show you how one IT Service Desk Manager is changing the way she and her team get work done.
Ingrid Menard is the manager of a support team.
When she starts her day, she needs to see a real-time assessment of her team and the workload demand they’re facing.
In order to prioritize their work, ...
... she can see the most critical items and access the landing pages, based on their roles.
On the Manager Landing page, she can see a high-level view of all her team’s work.
Users can access landing pages that are relevant to their roles.
Channel Management gives her a real-time look at channel-specific metrics and details of her teams.
She can also view the details of ongoing work,...
... queues, and agent availability.
Ingrid can integrate any third-party telephony service, like Amazon Connect, using ServiceNow Voice to deflect incidents.
She can monitor the chat queues and messages in real-time,...
... as well as, coach agents on their interactions.
She can also review call recordings, transcripts, and sentiment analysis.
Scheduling lets her create work and on-call shifts, and update agent schedules with a view of staffing coverage.
She can also Filter staff alignment based on assignment groups and shift plans.
Agents 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.
Managers can swap agents shifts without going through the approval process.
They can do this in the workspace, or through the ITSM Mobile Agents app.
And with Virtual agent, they can automate their time-off requests.
This way their manager doesn’t have to manually adjust their schedules.
Demand Forecast lets Ingrid plan the number of agents she needs to staff her IT service desk.
The Create Forecast Configuration lets her anticipate staffing needs based on historical data.
She can get a visualization of forecast parameters that she's modified and fine-tune them for better accuracy.
The Teams application is a window into the profiles of her teams.
KPI’s that she defines show her team’s performance and efficiency.
Here she can set targets for her agents to improve quality of performance.
Agent profiles provide their individual stats, assignment groups, team members, technical skills, and more.
Ingrid can use skill-based routing to assign skills to work items based on rules.
The work items are then automatically assigned to the right agents based on those skills.
The Skills Overview page lets Ingrid see how many skills are assigned to users and tasks,..
... as well as the number of experts for particular skills, and the overall skill coverage of her teams.
Coaching lets Ingrid monitor and coach her team to improve the quality of their work.
She can track and compare skills that are most in demand...
... and assign them to agents or groups to learn those skills.
With Coaching with Learning, she can assign course items from internal repositories...
... or from external learning platforms like Pluralsight, Cornerstone, or Udemy.
Now she can train the agents with the skills they need to succeed.
She can organize related course items into learning catalogs and monitor agent activities using learning tasks.
On the skills tab, she can manage all her team’s skills and proficiencies using the Skill Matrix.
Predictive Intelligence makes skill recommendations to automate the maintenance of her team’s skills.
Additionally, Predictive Intelligence recommends skills if agents have worked on an incident that requires a skill they don’t have.
This automation of Skills Management helps her see the skill coverage across her teams.
Workforce Optimization for ITSM combines the tools that IT Service managers and agents need in one intuitive product.
This makes it lots easier to adapt to ever-changing technology while providing a great service experience.
For more information, see our product documentation, knowledge base, or podcast.
Or ask a question in the ServiceNow Community.