Skill Recommendation components in Workforce Optimization for ITSM
Summarize
Summary of Skill Recommendation components in Workforce Optimization for ITSM
Workforce Optimization for ITSM leverages skill recommendation components to enhance incident resolution by predicting necessary skills for agents. This system involves roles for administration, tables for data storage, configurable properties, and scheduled jobs to facilitate skill recommendations, ensuring efficient handling of incidents.
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Key Features
- Roles:
- Skill Recommendation User: Allows viewing of skill recommendation tables.
- Skill Recommendation Admin: Grants rights to edit skill recommendation properties.
- Properties:
- Enable skill recommendation: Activate this for recommending skills (default: true).
- Max supervised skills: Set the maximum number of skills predicted using supervised learning for each incident (default: 3).
- Max unsupervised skills: Set the maximum number of skills predicted using unsupervised learning for each incident (default: 3).
- Number of similar incidents: Determine how many resolved incidents to consider for predicting skills (default: 15).
- User predicted skill threshold: Set the prediction threshold for skills recommended to agents (default: 20).
- Solution definitions: Customize Predictive Intelligence solution definitions for supervised and unsupervised learning.
- Scheduled Job: A daily job that runs at 1 AM to predict skills based on closed incidents from the previous day, enhancing the accuracy of recommendations for open incidents.
Key Outcomes
By utilizing these components, ServiceNow customers can optimize incident resolution processes, ensure agents are equipped with the necessary skills, and continually improve service delivery through tailored skill recommendations. The system's configuration allows for a responsive and adaptive workforce capable of addressing varying incident complexities effectively.
Workforce Optimization for ITSM uses roles to administer skill recommendation, tables to store skill data, and properties to modify default behavior, and scheduled job to recommend skills in configurable Workforce Optimization for ITSM.
Roles
| Role title [name] | Description | Contains roles |
|---|---|---|
| Skill Recommendation User [sn_sre.user] | Grants rights to view skill recommendation tables. | wfo.user |
| Skill Recommendation Admin [sn_sre.admin] | Grants administrative rights to edit the properties for skill recommendation. |
|
Properties
Navigate to to configure these properties.
| Property | Description |
|---|---|
Enable skill recommendation. sn_sre.enable_skill_recommendation |
Enable this property to start recommending skills for agents.
|
Maximum number of skills to predict based on supervised learning. sn_sre.max_supervised_skills |
Using supervised learning, the maximum number of skills to predict for each
incident ordered by confidence of prediction.
|
Maximum number of skills to predict based on supervised learning. sn_sre.max_unsupervised_skills |
Using unsupervised learning, the maximum number of skills to predict for each
incident ordered by confidence of prediction.
|
Number of resolved similar tasks to use for predicting skills. sn_sre.number_of_similar_incidents |
The number of resolved similar incidents to use to predict skills using
supervised learning, ordered by confidence of prediction, to resolve similar types
of incidents.
|
Number of times Predictive Intelligence must predict the same skill for an agent before recommending it for the agent. sn_sre.user_predicted_skill_threshold |
The number of times Predictive Intelligence must predict the same skill for
an agent before recommending the skill for the agent.
|
Similarity solution definition to recommend skills from similar incidents. sn_sre.unsupervised_solution_definition_for_incidents |
Name of the Predictive Intelligence solution definition used for predicting
skills to resolve incidents using unsupervised learning. If you have created your
own solution definition, you can replace the default one with the one you have
created.
|
Similarity solution definition to recommend skills for incidents. sn_sre.supervised_solution_definition_for_incidents |
Name of the Predictive Intelligence solution definition used for predicting
skills to resolve incidents using supervised learning. If you have created your
own solution definition, you can replace the default one with the one you have
created.
|
Scheduled job
| Scheduled job | Description |
|---|---|
| Start skill prediction | Runs the job every day at 1 AM on all incidents that were closed the previous day. Recommends the skills used to close the incidents to resolve similar open incidents. |
Tables
| Table | Description |
|---|---|
| User Predicted Skill [sn_sre_user_predicted_skill] |
|
| Task Predicted Skill [sn_sre_task_predicted_skill] |
|