Using Skills Management

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Using Skills Management

    The Skills Management dashboard in ServiceNow allows organizations to analyze skill gaps, plan for employee coaching or training, and identify users and teams with the necessary skills for tasks and projects. Access the dashboard via Skills > Dashboard to gain insights into skill competencies, task requirements, and areas for improvement.

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    Key Features

    • Skill Gap Analysis: Assess skill gaps and plan training based on organizational needs.
    • Team Building: Create teams based on required skill sets for projects.
    • Skill Tracking: Monitor skill proficiencies of users over time and identify key skills for business needs.
    • Learning Programs: Develop tailored learning initiatives based on identified strengths, weaknesses, and gaps.
    • Data Visualizations: Utilize various reports, including a Skills Matrix, bar charts for top skills, tasks assigned to skills, and user skill listings.

    Key Outcomes

    By leveraging the Skills Management dashboard, organizations can:

    • Enhance visibility into employee skill competencies.
    • Match user skills to project requirements effectively.
    • Evaluate and improve the efficiency of work assignments based on skill levels.
    • Generate actionable insights to optimize team capabilities and meet business objectives.

    Use the Skills Management dashboard to analyze trends in assessing skill gaps in your organization and plan for coaching or training of your employees based on needs. Identify users and teams who have the right skills to work on tasks and projects.

    The Skills Management dashboard provides comprehensive reports on skill competencies of users, the tasks that require those skills, and skill gaps you can address to fulfill your organizational needs.

    You can access the dashboard by navigating to Skills > Dashboard.

    Figure 1. Overview and Skill Matrix tab
    Skills Matrix
    Figure 2. Skill Taxonomy

    You can filter these reports based on the skill category and view reports for each category.

    Skill Taxonomy

    End user and roles

    End user and goal Required role
    As a s skills manager, you can:
    • Build your teams based on the skills set your organization needs.
    • Have visibility into skill competencies of employees.
    • Analyze skill gaps and plan for coaching or training of your employees based on the needs.
    • Identify users who have a specific skill or belong to specific skill categories.
    • Track skill proficiencies of users over time.
    • Identify key skills being used in solving your business needs and the users with those skills.
    • Build learning programs based on skill strengths, weaknesses, preferences, gaps, and risks identified for your organization.
    • Build teams based on skills you need to complete projects.
    • Evaluate how effectively users solve business needs using their skill competencies and provide feedback to implement improvements.
    • Review how efficiently work assignments are made based on skill levels.
    • Match user skills with skills needed to complete work items and assign projects to teams based on those skills.
    skill_manager

    Data visualizations

    Title Type Description
    Skills Matrix Data visualization pivot table type - large

    Multi-level pivot table

    • View competencies for all users in a particular group.
    • View the competency of all users for a particular skill in a group.
    Top 10 skills used in the last six months Data visualization column type - large

    Bar chart

    Identify the top 10 skills that are in use and which users have those skills.
    Tasks associated with skills Data visualization column type - large

    Bar chart

    View the number of tasks that have skills assigned to them. The example report shows data for the last six months.
    Users with Skills Data visualization column type - large

    Bar chart

    View the total number of users with skills assigned in each skill category.
    Skills in Category Data visualization column type - large

    Bar chart

    View the total number of skills in the selected category.
    List of user skills Data visualization list type - largeList of skills with total count of users for each skill View number of users available for each skill.