Configuring groups in Workforce Optimization for ITSM
Summarize
Summary of Configuring groups in Workforce Optimization for ITSM
Workforce Optimization for ITSM allows managers to effectively manage and optimize their workforce from a central location. Configuring teams as groups is essential for routing work, scheduling, training, and analyzing workforce metrics. Proper setup ensures that team members can view their schedules and participate in relevant activities.
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Planning for Implementation
- Identify Your Teams: Define the distinct teams within your organization that need management. These will be set up as groups in the User Groups table.
- Assign Primary Assignment Groups: Each team member must have one primary assignment group for visibility into schedules and team activities. This is crucial for accessing the Schedules module.
- Add Managers: Assign a direct manager to each group and consider adding additional managers for visibility who do not directly oversee the group.
Key Outcomes
By properly configuring groups, managers can streamline workforce management, ensure team members have the necessary access to their schedules and performance metrics, and enhance overall operational efficiency within the ITSM environment.
As a manager, you can manage and optimize your entire workforce using Workforce Optimization for ITSM from one central location. Organizing your teams, for example, different levels of employees in your organizational chart, into groups is the foundation on which Workforce Optimization for ITSM operates.
Therefore, after you set up your teams as groups in Workforce Optimization for ITSM, as a manager, you can route work, set up schedules, train your teams, and analyze all aspects of your workforce from one location.
Planning for your Workforce Optimization for ITSM implementation
- Identify your teams
Define the different teams within your organizations that you want to manage. Each of these teams will be configured as a group in the User Groups [sys_user_group] table. When a user logs into Workforce Optimization for ITSM, the workspace will only display the logged-in user's teams and information related to those teams.
- Assign a primary assignment group for each member of your team
A team member can belong to multiple groups but you must identify one group identified as the primary group for each team member and assign it to them. This determines which assignment group's team calendar that the team member can view in the Schedules module in Service Operations Workspace and also determines activities such as coaching and approvals. For more information on setting a primary assignment group, see Assign a primary assignment group for each agent.
The image below shows a representation of assigning a primary group to a team member who belongs to more than one group.
- Add a manager to each group
Each team must have a manager assigned. This manager is someone who would directly oversee the team.
- Add additional managers to each group
For each group that you create, you can also add managers who don’t directly manage the group but need visibility into those groups. These managers are known as additional managers.
If you have three teams in different regions and the first team is in Americas (AMS), the second one is in Asia-Pacific (APJ) and the third one is in Europe, the Middle East, and Africa (EMEA), you must create an assignment group for each one of them and also associate each team member to one of the groups as their primary assignment group. You can also associate more managers to a team although they may not directly manage that team. These managers are referred to as additional managers who have visibility into the what the team does.