Workforce Optimization for ITSM in the Service Operations Workspace

Manage your schedule using Workforce Optimization for ITSM Scheduling in Service Operations Workspace. Use Coaching to review and complete assigned training.

Important:

You must activate the Workforce Optimization for ITSM Configurable Workspace (sn_wfo_cfg_itsm) plugin to use Workforce Optimization for ITSM for Service Operations Workspace. For more information, see Activate Workforce Optimization for ITSM.

The image below displays the agent work flow between the different modules in Workforce Optimization for ITSM.

Monitor targets set by your manager, view learning tasks that you need to complete, and keep track of upcoming items in the Service Operations Workspace landing page. For more information, see Service Operations Workspace landing page.

• Access your profile in Service Operations Workspace
  Track and monitor the real-time status of your work by accessing your profile in Service Operations Workspace. You can track how many incidents and interactions you have closed and how many you are actively working on. You can also view the roles and groups to which you belong and see information about your manager and teammates.
• Service Operations Workspace - Scheduling
  Use Service Operations Workspace to manage your schedule.
• Service Operations Workspace - Learning
  Use Service Operations Workspace Learning to review learning courses and paths and complete them.
• Review skills to add to your skill set
  Evaluate the skill proficiency for an existing skill or add a new skill and request approval to update those skills in your skill set. Get notified when your manager requests a skill review.
• Take a survey in Service Operations Workspace