Resource assignments and RUN activities

[Hamza EL JIRARI]

Hello,

I am exploring the resource assignments feature, how can we manage ITSM tasks (RUN activities) with resource assignments ? We receive hundreds of tickets per day, it is not feasible to create resource assignment ticket by ticket manually. Actually we are managing this on resource plans by creating "RUN" Projects where we create resource plans, when we have an ITSM task we link it to the right "RUN" project depending on attributes on the ticket, then we swap on the time card the ticket with the "RUN" project so we can pull the right resource plan (we store also the ticket on time card). Like that we have a perfect idea of the actual costs vs planned costs, it works very well.  Is there a similar mechanism in place or planned ? 

[Mark Manders]

The problem is that resource management works perfectly for work you can plan (like projects or normal changes). You can't plan request fulfillment, incidents or problems. You are depending on things going wrong or users creating requests. Especially with hundreds of tickets, I think your current setup will work if you have resources planned for picking up this ad hoc work (where you run the risk that they don't directly have work to do). 

Hours are written on tasks in ServiceNow, so it would be good to create a roll up to some kind of 'unplannable work'.

[Hamza EL JIRARI]

Hello,

What we plan for RUN is a capacity, here is our process : Two time a year we plan (forecast) our run activities for example we say for SAP it will be 100 person days of RUN, for ServiceNow 60 and so on.

We materialize that on ServicNow through resource plans on the RUN projects, if we take the above example we will have one resource plan on the SAP "RUN" project and one resource plan on ServiceNow "RUN" project.

The complicated part is that while we can plan a capacity for run activities, linking it with the actual tickets is the tough part, i explained on my first post how we manage it, it works well with our custom logic with resource plans.

My problem is that since resource plans will be deprecated i want to know if something is planned for run activities with resource assignments ?

Capacity / resource management is incomplete if you dont take into account RUN activities, for our case it represents more than 60% of our activities.

NB : All our resource plan are on groups.

Br,

Hamza.

[Mark Manders]

Where did you hear that resource plans are going to be deprecated? I checked on the Washington docs and they are fully explained, without any mention of deprecation and on the preliminary Xanadu release notes, they are also only mentioned (nothing about deprecation). 
But no matter the case: you can still make sure all your run activities are part of projects you create just for this functionality.

[Hamza EL JIRARI]

Hello,

In this video of ServiceNow they mention that at 18:10 that resource plans will be depracated on the future.

https://www.youtube.com/watch?v=6nZEUZWzKto

BR,

Hamza.