Scheduling in Workforce Optimization for ITSM

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

    • Learn how you can plan shifts with automatically staggered break times for your agents to manage their schedule effectively in Workforce Optimization for ITSM. Publish schedules for the next scheduling period to get a snapshot of which agent is lined up to solve issues for that time period.

    Shift planning

    Manage the scheduling for your organization from a central location. Use On-Call Scheduling with Workforce Optimization for ITSM to have dedicated team members to resolve issues as they arise.

    The image provides a high-level overview of the Scheduling application.

    Scheduling overview

    The image provides a high-level overview of the tasks schedulers and agents can perform on the calendar.

    Schedule calendar

    As a shift planning administrator, you can:
    • Create shifts to make sure you have team coverage for the required span of time.
    • Add breaks to the shifts that automatically stagger agent availability for those shifts.
    • Preview the schedule and make necessary changes before publishing it to your agents.
    • Access the schedule of all of your teams from one location.
    As a shift planning agent, you can:
    • Look up your schedule and request time off when required.
    • Swap your shift with one of your peers.

    Getting started with Scheduling in Workforce Optimization for ITSM

    Easily find the tasks that you must complete in the Scheduling module.
    Table 1. Scheduling
    Benefit User Finding tasks to complete in Scheduling
    Activate Scheduling in Workforce Optimization for ITSM. admin Activate Scheduling
    Refer to the roles, system properties, and more used in Scheduling and Schedule adherence. Any scheduling role Understand components used in Scheduling in Workforce Optimization for ITSM
    Configure event categories, access for event types and more. Scheduling admin Set up Scheduling in Workforce Optimization for ITSM
    Manage your workforce efficiently by planning your teams' shifts and schedule plans. You can also plan and manage schedules and staffing needs across your teams from one location. Scheduling manager Schedule your teams' work in Workforce Optimization for ITSM
    Understand how Schedule adherence works. Any role Understand Schedule adherence in Workforce Optimization for ITSM
    Evaluate if your agents are adhering to their schedules and fine-tune your staffing requirements based on their adherence. Scheduling manager Monitor schedule adherence of your agents
    Predict resources based on historical data. Scheduling admin Demand Forecast in Workforce Optimization for ITSM