Operationalize workforce effectiveness and processes blueprint
Select this adoption blueprint to increase the effectiveness and efficiency of your workforce processes.
주:
The applications recommended within a blueprint may include, but aren’t limited to, the following applications. Factors like entitlements and other instance dependencies can cause the number of recommended applications to
vary.
| Track | Recommended applications | Description | Roles installed | Additional resources |
|---|---|---|---|---|
| Enhance the experience | Advanced Work Assignment | Use Advanced Work Assignment to automatically assign work items to your qualified agents, based on their availability, capacity, and optionally, skills. | Roles installed with Advanced Work Assignment | Advanced Work Assignment (AWA) overview (video) |
| Enhance the experience | Agent Forecast | Set the minimum or maximum number of agents required per hour so that you always have the desired staffing coverage. | sn_agent_forecast_admin | Agent Forecast overview (video) |
| Optimize the functionality | Coaching | Use Coaching to monitor the performance of your team and coach your employees to improve their skill set. | Roles installed with Coaching | Coaching support |
| Build a foundation | Continual Improvement Management | Use Continual Improvement Management to request improvement opportunities, and implement phases and tasks to meet performance goals, track progress, and measure success. | Roles installed with Continual Improvement Management (CIM) | Continual Improvement Management (CIM) support |
| Add advanced features | Process Mining content pack | Use ITSM Process Mining to quickly analyze and optimize your business processes. | sm_cim_requestor or admin | |
| Build a foundation | Skill Determination | Define conditions for incidents or interactions and add skills required for those conditions using skill determination rules. | skill_admin or admin | Skill Determination overview (video) |
| Enhance the experience | Skills Management | Use Skills Management to associate skills with individual users or groups and assign them to tasks or projects. You can also assess the skills needed for your organization, identify gaps, and implement effective plans for hiring or training of your teams. | Roles installed with Skills Management | Skills Management (ServiceNow Community) |
| Add advanced features | Getting started with Workforce Optimization for ITSM | Use Workforce Optimization for ITSM to manage and maintain the productivity of your workforce from a single location. | Roles installed with Workforce Optimization for ITSM | Workforce Optimization for ITSM overview (video) |