Skill Recommendation components in Workforce Optimization for ITSM
Summarize
Summary of Skill Recommendation components in Workforce Optimization for ITSM
The Skill Recommendation components in Workforce Optimization for ITSM are designed to enhance the skill prediction capabilities for IT service management agents. Utilizing various roles, properties, and scheduled jobs, this feature aims to streamline incident resolution by recommending relevant skills based on historical data and predictive intelligence.
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Key Features
- Roles:
- Skill Recommendation User: Grants access to view skill recommendation tables.
- Skill Recommendation Admin: Provides administrative rights to modify skill recommendation properties.
- Properties: Configurable settings include:
- Enable skill recommendation: Activate skill recommendations for agents (default: true).
- Maximum skills to predict (supervised/unsupervised): Set the limits for predicted skills per incident (default: 3).
- Resolved incidents for skill prediction: Number of similar incidents used for predictions (default: 15).
- User skill prediction threshold: Defines how many times a skill must be predicted before recommending it to an agent (default: 20).
- Solution definitions: Customizable Predictive Intelligence solutions for skill predictions (default values provided).
- Scheduled Job:
- Runs daily at 1 AM to analyze closed incidents from the previous day, recommending skills for similar open incidents.
- Tables:
- User Predicted Skill: Tracks how many times a skill has been predicted for a user, with automatic deletion of old data.
- Task Predicted Skill: Stores predicted skills for various incident types, with older data also subject to deletion.
Key Outcomes
By implementing these components, ServiceNow customers can expect improved efficiency in incident resolution through accurate skill recommendations, enhancing agent performance and reducing resolution times. The ability to customize properties and roles allows organizations to tailor the skill recommendation system to their unique operational needs.
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] |
|