Skill Recommendation components in Workforce Optimization for ITSM
Summarize
Summary of Skill Recommendation components in Workforce Optimization for ITSM
Workforce Optimization for ITSM leverages roles, tables, properties, and scheduled jobs to facilitate skill recommendations for IT service management. This functionality enhances agents' ability to resolve incidents by predicting necessary skills based on historical data.
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Key Features
- Roles:
- Skill Recommendation User: Allows viewing of skill recommendation tables.
- Skill Recommendation Admin: Provides rights to edit skill recommendation properties.
- Properties: Configurable settings found under Skill Recommendation > Configuration that govern the behavior of skill recommendations, including enabling/disabling recommendations and setting thresholds for predictions.
- Scheduled Job: Automates the skill prediction process, running daily to analyze closed incidents and recommend relevant skills for open incidents.
- Data Tables:
- User Predicted Skill: Tracks how often skills are predicted for users, with a retention policy for outdated predictions.
- Task Predicted Skill: Records predicted skills for various incident types, with old entries automatically purged.
Key Outcomes
By utilizing the skill recommendation features, ServiceNow customers can enhance incident resolution efficiency. Agents receive tailored skill recommendations based on supervised and unsupervised learning, which improves their performance and reduces resolution times. The automation of skill prediction ensures that agents are always equipped with relevant skills, ultimately leading to improved service delivery and customer satisfaction.
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] |
|