Coaching overview

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read

    • After you enable Coaching, you can set up roles and groups, define coaching opportunities, create training material, and start assessing and coaching employees. The Coach and Trainee dashboards provide useful overviews to manage and measure results.

    Note:
    For detailed information on how to get started with Coaching, see Coaching and the Coaching demo.

    Initial Coaching setup

    Once you have enabled Coaching, set up the application by assigning user roles, configuring coaching opportunities and creating training content.
    1. Set up Coaching roles and groups
    2. Define trigger conditions for a coaching opportunity
    3. Identify learning content and a virtual coach
    4. Set up surveys

    Workflow of Coaching roles

    An employee with the Coaching trainee role is in need of coaching at a critical moment in a process.

    An administrator with the Coaching admin role is in charge of setting up coaching opportunities, learning content, virtual coaches, and surveys used in the coaching process.

    A manager, or coach, with the Coaching coach role is a subject matter expert of a process and is responsible for providing coaching to an employee, or trainee.

    Coaching dashboards

    Use Coaching dashboards to manage and measure results in a simplified view.

    Identifying coaching opportunities

    Coaching opportunities can be found in many tasks that occur throughout your environment.
    • Writing better work notes when service desk escalates incidents to a second level.
    • Correctly setting affected configuration items when the service desk works on incidents.
    • Using the correct naming convention for admin in update sets.
    • Coaching during the onboarding and the warranty period of a new application.
    • Correctly reassigning a case to another user with pertinent information in comments.
    • Engaging a user on closed records when non-positive feedback is received through surveys.
    • Spot-checking a user on quality control.
    • Helping to guide project managers in projects.
    • Improving knowledge article quality when knowledge articles are attached to resolved incidents.

    Common ITSM assessment triggers

    You can define activities that occur when trainees work through an ITSM process, such as resolving an incident, as assessment triggers.

    Table Assessment triggers
    Incident Moment of first response
    Categorization and prioritization
    Reassignment
    Proposal of solution to the customer
    Problem Definition of the Problem statement
    Writing the Known Error
    Writing the Workaround
    Root Cause analysis
    Root Cause confirmation
    How can this issue be avoided?
    Change Categorization and prioritization
    Implementation description
    Risk analysis
    Impact analysis
    Approval
    Implementation
    Post implementation review

    Integration with other applications

    Coaching opportunities, coaching assessments, and assigned training in Coaching are integrated with these applications.
    • Continual Improvement Management
      One example of a coaching opportunity with CIM would be to use improvement initiatives to set up external training tasks.
      Note:
      The Continual Improvement Management (com.sn_cim) plugin must be active to create an improvement initiative. Continual Improvement Management requires a separate subscription and must be activated by ServiceNow personnel.
    • Skills Management

      In a coaching assessment, you can assess trainee skills to identify gaps so the trainee can be coached to acquire new skills or to enhance their existing skill level.

    • Knowledge management

      You can assign knowledge articles as assigned training.