Exploring On-call Scheduling in Service Operations Workspace
Summarize
Summary of Exploring On-call Scheduling in Service Operations Workspace
On-Call Scheduling in Service Operations Workspace ensures that support teams are always available to address issues promptly by managing shifts, rotations, and escalation policies. It enables you to define schedules, escalate notifications within groups, and identify the current contact for escalations. Both individual team members and managers can access and manage schedules, shifts, and escalations directly within the Workspace.
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How On-Call Scheduling Works
- Shift administrators create shift and group templates, assign roles, and configure escalation rules.
- Shift managers create shifts, manage membership, design escalation processes, approve or reject time-off requests, and address coverage gaps.
- Roster members view their schedules, specify availability and preferred contact methods, submit time-off requests, and receive notifications and reminders.
- Notifications for escalations are delivered via multiple channels, prompting acknowledgments or conference requests.
- Managers can generate reports on escalations, group performance, and on-call activities.
Key Features and Benefits
- Shift and Schedule Management: Create and edit shifts, assign members, set rotations, and manage shift preferences.
- Time-Off and Coverage Handling: Manage time-off requests, resolve schedule gaps, and assign extra time for shift members.
- Escalation Policies: Build custom escalation triggers and paths using templates tailored to your needs.
- Notification Preferences: Configure notification settings for entire teams and individual members through various channels including Slack, Microsoft Teams, SMS, voice messages, and mobile push notifications.
- Role-Based Access: Different roles such as shift admin, shift manager, rota admin, and admin have specific permissions to manage schedules, escalations, and preferences effectively.
Practical Use for ServiceNow Customers
This capability allows your support teams to maintain continuous coverage, improve response times, and streamline communication during incidents and escalations. By leveraging customizable escalation rules and multi-channel notifications, you ensure critical issues are promptly addressed by the right personnel. Managers gain visibility into schedules and performance, enabling proactive management of resources and team availability.
Next Steps
Access On-Call Scheduling features through the Service Operations Workspace under the Schedules and Teams menus. Assign appropriate roles to users to enable shift and escalation management. Configure notification channels based on your team’s communication preferences to optimize responsiveness.
On-Call Scheduling ensures that dedicated support team members are always available to resolve issues as they arise. You can set up on-call schedules, roster rotations, and escalation policies, escalate notifications for a group, and determine the current contact for an escalation.
You can access your shifts and schedules within Service Operations Workspace using Schedules options.
Managers can also use the Teams menu to perform all the administrative tasks.
See On-Call Scheduling in Service Operations Workspace for more details.
On-Call Scheduling in Service Operations Workspace workflow
- Shift admin creates shift and group templates.
- Shift admin assigns role and configures escalation trigger rules. See Roles in Service Operations Workspace for ITSM and Assigning On-Call Scheduling roles
- The shift manager creates a shift and add or delete members to the shift.
- Shift manager designs the entire escalation process for the new shift.
- Roster member views their on-call schedules and find out who the other members on their shift are.
- Roster member can specify their availability and preferred contact methods from the methods set up by Shift admin.
- Roster members can submit a time-off request and refer another member of the group to cover the shift.
- Roster members views the roster and escalation details for a shift.
- Roster members view on-call reports and receive reminders.
- The shift manager approves or rejects the time-off requests.
- Shift manager reviews the on-call schedules for their groups for any gaps and time-off requests.
- Shift manager provides, replace, or delete coverage and time-off requests.
- Roster members receive on-call escalation notifications to acknowledge tasks or conference requests.
- Shift manager views escalation, group, and performance reports of their on-call teams.
On-Call Scheduling benefits
| Benefit | Feature | Users |
|---|---|---|
| Create a new shift, assign members to the shift, set the shift preferences like rotations and responder levels. | Create and edit shift in Service Operations Workspace | itil, rota_manager (Shift Manager) |
|
Manage your shift by accepting or rejecting time-off requests. Resolve gaps and conflicts by providing coverage. Assign extra-time to the members to the shift. |
Manage shifts in service operation workspace | itil, rota_manager (Shift Manager), rota_admin |
|
Create your own escalation policies and path. On-Call Scheduling allows you to create an escalation trigger rule using the templates available, based on your requirement. |
Escalation triggers and policies | itil, rota_manager (Shift Manager), rota_admin, admin |
| Create and edit Notification preferences for an entire team. | Edit On-call team preference using Teams menu | itil, rota_manager (Shift Manager), rota_admin |
|
Use any one of the multiple channels such as Slack, Microsoft Teams, mobile push messages, SMS, and voice messages to set as the preferred contact method for receiving notifications. |
Manage delivery channels To configure delivery channels, see:
|
rota_admin, admin |