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My library Knowledge Sources To Go is very popular, but it was intended mainly as a thematically grouped guide to standard sources and was provided by me as a PDF file. For certain topics, however, there is so much content that I can no longer include it in that document, as it cannot continue to grow forever.
For this reason, I have decided to handle such topics in individual community articles like this one instead.
What is Workforce Optimization?
ServiceNow Workforce Optimization (WFO) develops high-performing service teams by optimizing schedules and work assignments, providing near real-time visibility into incoming work items, and providing the skills they need to succeed - all in one workspace. It’s a solution for managers, leads, and agents which improves the quality and efficiency of service teams and increases team satisfaction.
WFO is a centralized solution that enables managers to manage, monitor, and mentor their agents. Monitor incoming work items across multiple channels, including phone with our Voice app. Obtain visibility into team’s performance and set performance targets for your teams and agents. Leverage historical data to predict and recommend skills for agents, and use queues to route work assignments based on an agent assigned groups, capacity, presence, and skills set. Managers can monitor agent interactions, provide feedback using assessments, and create opportunities to coach and train teams. Agents can also provide feedback on the effectiveness of the coaching they received.
Entry point to the official product information pages.
Entry point to the official product documentation
Summarized overview in one PDF file.
Provides detailed guidance on the way that ServiceNow intends the process to-be.
Trainings & Courses
n/a
Articles & Blog Posts
2021-09-23 by @Apoorv Mehta
Driving Employee Engagement and Upskilling the Workforce through Coaching With Learning
One of the latest offerings in the Rome release is the new and revamped Coaching application, part of the ITSM Professional offering. Coaching with Learning, available on the AppStore, combines the power of coaching opportunities, assessments, and virtual coaches with an enriched library of learning content from internal and external learning management systems (LMS) using the enterprise service management learning integration framework.
2021-09-24 by @robertorobles
Managing on-call and normal workshifts in Workforce Optimization for ITSM
In the Rome release, Agent managers can now manage and view on-call shifts and normal work shifts in Workforce Optimization for ITSM with our latest integration with the On-call application. This allows managers, who manage a team of agents that work across on-call and normal work shifts, to view the team schedule in one, centralized place.
Videos & Podcasts
2021-08-05 by ServiceNow Community
ServiceNow Workforce Optimization & Advanced Work Assignment Overview
Join us for an in depth overview of ServiceNow Workforce Optimization for Customer Service Management and the synergy created with Advanced Work Assignment (AWA). We then cover and demo the five major modules for Workforce Optimization including: Channel and Queue management, Scheduling & Forecasting, Adherence, Team Performance, and Coaching.
2021-10-22, by ServiceNow
Workforce Optimization for ITSM
In this TechBytes episode, product manager Niki Patel talks about the Workforce Optimization application for IT service managers, including some new features for the Rome release to help companies take full advantage of today’s distributed workforce.
2022-09-07, by ServiceNow
Reskill and upskill your teams using Workforce Optimization
The Coaching module in Workforce Optimization for ITSM will allow you to:
- View all the skills across all the teams and team members you manage
- Obtain a baseline of the skills on your team and manage learning using automated workflows between Manager Workspace and Service Operations Workspace
- Approve or reject proactive upskilling recommendations via Predictive Intelligence
- Leverage learning to fill skill gaps
2022-09-07, by ServiceNow
Schedule work and upskill your team using Workforce Optimization for ITSM
Leverage Workforce Optimization for ITSM to schedule the right work to the right person with the right skills, reskill the team to meet work item demands of today, and optimize team operations to maximize productivity. Workforce Optimization for ITSM is the one-stop shop for any IT manager that wants to increase Customer Satisfaction and Employee Satisfaction KPIs. Take a look with this feature overview video!
2022-09-07, by ServiceNow
Manage quality of interactions using Workforce Optimization
Manage the quality of interactions between your IT team members and the requestor to drive a higher CSAT. With Workforce Optimization for ITSM you will be able to:
- Provide direct feedback via coaching assessments on the quality of the interactions in the interaction record
- Enable bi-directional feedback by empowering the IT team member to provide feedback on the effectiveness of coaching
- View sentiment analysis for phone conversations via out-of-the-box Amazon Connect integration
- Leverage out-of-the-box Quality KPI and view trends by team member
- Administer learning and skills via coaching assessments
2022-09-07, by ServiceNow
Administer learning to reskill your teams in Workforce Optimization
In Workforce Optimization for ITSM, you can use the Coaching module to reskill and upskill your teams to meet the digital demands of today. As an IT Manager, in the Coaching module, you will be able to:
- Leverage internally created content and 3rd party content to administer learning
- Import content from 3rd party Learning Management Systems, such as Pluralsight, Udemy, Cornerstone (out of the box integrations)
- Create Learning Paths to administer complex skills or to ramp up a new joiner on the team
- Assign course items or learning paths and track until completion
As an IT Team Member, you will be able to do the following in Service Operations Workspace:
- View learning assigned to you by your manager in the Learning module
- Track completion of learning tasks assigned to you
Troubleshooting
