Exploring On-Call Scheduling

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Exploring On-Call Scheduling

    The On-Call Scheduling application enables organizations to ensure that dedicated support team members are available to address issues promptly. It automates the assignment of incidents to the appropriate team member based on a hierarchical duty roster, thereby alleviating administrative burdens on resource managers and enhancing collaboration among process owners and support managers.

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    Key Features

    • Shift Management: Shift admins can create shift and group templates and configure escalation trigger rules.
    • Roster Management: Roster members can view schedules, specify availability, submit time-off requests, and check roster details.
    • Notifications: Utilize multiple communication channels (Slack, Microsoft Teams, SMS, etc.) for receiving on-call notifications.
    • Reporting: Generate various reports, including escalation, shift, and performance reports for improved oversight.
    • Mobile Access: Use the Mobile agent to manage scheduling tasks on the go.

    Key Outcomes

    By implementing On-Call Scheduling, organizations can expect reduced mean time to resolve (MTTR) issues, streamlined shift and escalation process management, and improved communication among team members. The application supports better resource allocation and facilitates timely responses to incidents, ultimately enhancing operational efficiency.

    The On-Call Scheduling application helps you ensure that dedicated support team members are available to resolve issues as they arise. Learn more about On-Call Scheduling and the benefits it can provide for the different user roles in your organization.

    On-Call Scheduling overview

    On-Call Scheduling provides a way to determine which member of a user group is available to work on a task.

    On-Call Scheduling finds the right person to assign an incident to, by rotation through a hierarchy of duty rosters. The automated process relieves the administrative burden on resource managers and makes it easy for the incident managers to bring the right resources to the table when needed.

    On-Call Scheduling can be used by process owners and support managers who want to collaborate more effectively. On-Call Scheduling simplifies the manual shift maintenance and administration efforts while improving the mean time to resolve (MTTR) efficiencies.

    On-Call Scheduling workflow

    The various members of an organisation use On-Call Scheduling to work together. See a sample end-to-end workflow:Infographic for on-call scheduling workflow. For the text description, refer to the workflow steps that follow.
    1. Shift admin creates shift and group templates.
    2. Shift admin assigns role and configures escalation trigger rules.
    3. The shift manager creates a shift and add or delete members to the shift.
    4. Shift manager designs the entire escalation process for the new shift.
    5. Roster member views their on-call schedules and find out who the other members on their shift are.
    6. Roster member can specify their availability and preferred contact methods from the methods set up by Shift admin.
    7. Roster members can submit a time-off request and refer another member of the group to cover the shift.
    8. Roster members views the roster and escalation details for a shift.
    9. Roster members view on-call reports and receive reminders.
    10. The shift manager approves or rejects the time-off requests.
    11. Shift manager reviews the on-call schedules for their groups for any gaps and time-off requests.
    12. Shift manager provides, replace, or delete coverage and time-off requests.
    13. Roster members receive on-call escalation notifications to acknowledge tasks or conference requests.
    14. Shift manager views escalation, group, and performance reports of their on-call teams.

    On-Call Scheduling benefits

    Benefit Feature Users

    Use the calendar to view or select a shift. You can set a day, week, or month view as your preference. The calendar also allows you to set your preferred start day of the week.

    		 View my On-Call calendar on my calendar app itil, rota_manager

    Create your own escalation policies and path. On-Call Scheduling allows you to create an escalation trigger rule using the templates available, based on your requirement.

    		 Designing an escalation process itil, rota_manager, rota_admin

    Use any one of the multiple channels such as Slack, Microsoft Teams, mobile push messages, SMS, and voice messages to set as the preferred contact method for receiving notifications.

    		 Configure my availability and contact preferences itil, rota_manager, rota_admin, admin
    Generate escalation reports, shift reports, and performance reports. Viewing On-Call Scheduling reports itil, rota_manager, rota_admin
    Access the performance reports that are available for premium dashboard users. Viewing the Performance reports for escalations premium dashboard user

    Download and use the Mobile agent to perform all these activities on the go.

    		 Getting started with the On-Call Scheduling mobile app itil, rota_manager