Setting up Teams in Workforce Optimization for ITSM

Organize your teams into assignment groups and create reports for those groups so that you can gain visibility into the team's performance.

Important:

If you have enabled the Team Performance (sn_team_perf) plugin from the ServiceNow Store, you must make sure that you have upgraded the following plugins to latest version of the store release for the Tokyo family release:

• Workforce Optimization for ITSM Configurable Workspace (sn_wfo_cfg_itsm).
• Workforce Optimization Configurable Workspace Core (sn_wfo_cfg_ws).

For more information, see Activate Workforce Optimization for ITSM.

• Add a system property to set default date range in Workforce Optimization for ITSM
  Add a system property to set the default date range in the configurable Workforce Optimization for ITSM application.
• Create KPI groups to monitor team performance
  Create key performance indicator (KPI) groups with the KPIs that matter most to your teams. When you associate your KPI groups with assignment groups, you can monitor your team's performance.
• Copy a KPI group
  Copy an existing KPI group. In the copied KPI group, everything, including the KPI threshold, gets copied except the assignment group mapping. You can modify the copied KPI group according to your requirement.
• Create a threshold for each KPI in a KPI group
  Create a threshold for each KPI in a KPI group to monitor the indicator status and analyze your team’s performance. Define the threshold with upper- and lower-limit values to assess team performance for each indicator.
• Add managers to a KPI assignment group
  Assign one or more managers to each KPI assignment group so that they can gain visibility into the group and monitor the team's performance.