Exploring On-Call Scheduling
Summarize
Summary of Exploring On-Call Scheduling
The On-Call Scheduling application in ServiceNow helps organizations ensure that support team members are available to address issues promptly. It automates the process of assigning incidents by rotating through a hierarchy of duty rosters, reducing administrative burdens on resource managers and improving collaboration between process owners and support managers. This automation streamlines shift management and enhances mean time to resolve (MTTR) efficiencies.
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Workflow
The On-Call Scheduling workflow involves multiple roles working together:
- Shift Admin: Creates shift and group templates, assigns roles, and configures escalation trigger rules.
- Shift Manager: Creates shifts, manages members, designs escalation processes, reviews schedules for gaps, and handles time-off requests and coverage.
- Roster Members: View schedules and team members, set availability and preferred contact methods, submit time-off requests, and receive escalation notifications.
Shift managers approve or reject time-off requests and manage coverage, while all roles can access on-call reports and receive reminders. Escalation notifications prompt roster members to acknowledge tasks or conference requests.
Benefits and Features
- Flexible Calendar Views: Users can view shifts by day, week, or month and set preferred start days.
- Customizable Escalation Policies: Users can create escalation rules using templates tailored to their needs.
- Multiple Notification Channels: Supports Slack, Microsoft Teams, mobile push, SMS, and voice messages for notifications.
- Availability and Contact Preferences: Users configure how and when they are contacted during shifts.
- Comprehensive Reporting: Generate escalation, shift, and performance reports, with premium dashboards for advanced insights.
- Mobile Access: Use the On-Call Scheduling mobile app to manage activities on the go.
Capabilities
The application features a new on-call scheduling engine that enhances functionality and user experience, supporting diverse user roles such as itil, rotamanager, rotaadmin, and admins to efficiently manage on-call duties and escalations.
The On-Call Scheduling application helps you ensure that dedicated support team members are available to resolve issues as they arise. Learn more about On-Call Scheduling and the benefits it can provide for the different user roles in your organization.
On-Call Scheduling overview
On-Call Scheduling provides a way to determine which member of a user group is available to work on a task.
On-Call Scheduling finds the right person to assign an incident to, by rotation through a hierarchy of duty rosters. The automated process relieves the administrative burden on resource managers and makes it easy for the incident managers to bring the right resources to the table when needed.
On-Call Scheduling can be used by process owners and support managers who want to collaborate more effectively. On-Call Scheduling simplifies the manual shift maintenance and administration efforts while improving the mean time to resolve (MTTR) efficiencies.
On-Call Scheduling workflow
- Shift admin creates shift and group templates.
- Shift admin assigns role and configures escalation trigger rules.
- 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 |
|---|---|---|
Use the calendar to view or select a shift. You can set a day, week, or month view as your preference. The calendar also allows you to set your preferred start day of the week. |
View my On-Call calendar on my calendar app | itil, rota_manager |
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. |
Designing an escalation process | itil, rota_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. |
Configure my availability and contact preferences | itil, rota_manager, rota_admin, admin |
| Generate escalation reports, shift reports, and performance reports. | Viewing On-Call Scheduling reports | itil, rota_manager, rota_admin |
| Access the performance reports that are available for premium dashboard users. | Legacy: Viewing the Performance reports for escalations | premium dashboard user |
Download and use the Mobile agent to perform all these activities on the go. |
Getting started with the On-Call Scheduling mobile app | itil, rota_manager |