Example for using teams in Workforce Optimization for ITSM

Understand how you can manage your teams from a single location using an example.

A manager of IT Service Desk directly manages 3 teams. They are an additional manager of other teams that they have visibility into although they don't directly report to them.

To analyze team performance, the manager:

1. Organizes the teams into groups called assignment groups. The teams either directly report to the manager or the manager may have visibility into team performance.
2. Creates a KPI group with a set of indicators that matter most to measure the performance of their assignment groups.
3. Adds all assignment groups that use the set of KPIs to the KPI group.

With this set up, the manager can effectively analyze the performance of the teams grouped by KPI groups.

The manager can set up and use Teams by performing the following steps:

1. Create a KPI group
2. Add KPIs to that group
3. Add managers to assignment groups
4. Add assignment groups to the KPI group
5. Associate multiple KPI groups with one or more assignment groups.
6. Drill down into a KPI, agent, or an incident to analyze performance

Get an overview of how you can analyze team performance in this video.

For detailed information on how to setup and use Teams, see Teams.