Resources Planning for Operational and Administrative Work

[tahajassim]

We have a requirements by which we need to allocate a % of the resources time on attending to the operational work of supporting the business such as Request and Incidents which vary from a resource group to another; furthermore, there are administrative activities which take part of the daily working hours such attending training by the company or business travel. Not to mention that a resource   can get sick and there are public holidays which would minimize the total number of working hours available in the week.

Ideally, when demands are created and then we create a resource plan, we would see the available hours for a resource group, provided the resources have been already made committed to other project activities.

My question how do I reflect such future allocation of the resources on non project activities such operational work by which when a user/group is being selected for resources forecast, it does takes into consideration of such future allocation.

In our company, we usually have two set of work, Change the Business which is mainly focused on growing the business and introducing new systems; and Run the Business which is mainly focused on supporting the business operation. Another type of work exist which are administrative work that is needed but no directly linked to the bottom line of IT, in other words it's not counted as part of the total efforts quota of the resources.

I am new to ServiceNow and what came to my mind is that I can create a planned task for the entire year and then create a resource plan for each resource group of the expected efforts being utilized on the operational work. I have not yet tested this, however I wanted to get the feedback of ServiceNow gurus on the subject.

Similarly, if I want to reflect planned vacations or training, where can I do that?

Thanks a lot.

Taha

[Namita Mishra]

Hello Taha, I came across this post and thought to check with you about the operational resource plans. Operational resource plan was introduced in Jakarta release. Resource manager can create an operational resource plan. Using this, they can reserve a portion of their team capacity for operational work. Operational resource plan helps the resource manager to create resource plans for generic categories (such as KTLO, admin work etc),allocate time for unplanned work, and use the remaining time for project work. Hope you are making use of operational resource plan. Thanks, Namita Mishra

[veena10]

In the OOB script include it is mentioned that, the plan type is not operational task. Please suggest to proceed further.

Thank you in advance.

[Namita Mishra]

Hello @Rae Ann Prasnicki ,

I have written an article exclusively on operational resource plan, it's need and how different values are calculated with the help of an example.

Please take out time to go through the article, trust you will find it helpful.

Article title: Operational Resource Plan - All That You Need to Know

Article can be accessed by this link.