On-call Scheduling in Service Operations Workspace
Summarize
Summary of On-call Scheduling in Service Operations Workspace
On-Call Scheduling in Service Operations Workspace ensures that support teams have dedicated members available to address incidents as they arise. It enables setting up on-call schedules, managing roster rotations, defining escalation policies, and identifying current contacts for escalations. Users can access and manage shifts and schedules directly within the workspace, while managers handle administrative tasks such as approvals and coverage management using the Teams menu.
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On-Call Scheduling Workflow
- Shift Admin: Creates shift and group templates, assigns roles, and configures escalation rules.
- Shift Manager: Creates shifts, manages members, designs escalation processes, approves time-off requests, and manages coverage.
- Roster Members: View schedules, specify availability and preferred contact methods, submit time-off requests, request coverage, and receive escalation notifications and reminders.
- Shift Manager Reporting: Monitors escalations, group performance, and shift details to ensure coverage and resolve gaps.
Key Features and Benefits
- Shift Management: Create and edit shifts with preferences like rotations and responder levels; manage time-off and assign extra time.
- Escalation Policies: Define custom escalation triggers and paths using templates tailored to organizational needs.
- Notification Preferences: Configure notification settings for entire teams, including multiple communication channels.
- Multi-Channel Notifications: Supports Slack, Microsoft Teams, mobile push notifications, SMS, and voice messages as contact methods.
User Roles
The main roles involved include:
- Shift Manager (itil, rotamanager): Oversees shift creation, member assignment, escalation design, and time-off management.
- Shift Admin (rotaadmin): Manages escalation policies and delivery channel configurations.
- Administrators (admin): Configure delivery channels and perform advanced administrative tasks.
- Roster Members: Participate in shifts, manage availability, and respond to notifications.
Practical Application for ServiceNow Customers
ServiceNow customers can leverage On-Call Scheduling within Service Operations Workspace to streamline support team availability, ensuring timely incident resolution. By configuring shifts, escalation paths, and notification preferences, organizations improve responsiveness and accountability. Managers gain visibility into coverage gaps and performance, while team members have clear visibility into their assignments and communication preferences.
On-Call Scheduling ensures that dedicated support team members are always available to resolve issues as they arise. You can set up on-call schedules, roster rotations, and escalation policies, escalate notifications for a group, and determine the current contact for an escalation.
You can access your shifts and schedules within Service Operations Workspace using Schedules options.
Managers can also use the Teams menu to perform all the administrative tasks.
See On-Call Scheduling in Service Operations Workspace for more details.
On-Call Scheduling in Service Operations Workspace workflow
- Shift admin creates shift and group templates.
- Shift admin assigns role and configures escalation trigger rules. See Roles in Service Operations Workspace for ITSM and Assigning On-Call Scheduling roles
- The shift manager creates a shift and add or delete members to the shift.
- Shift manager designs the entire escalation process for the new shift.
- Roster member views their on-call schedules and find out who the other members on their shift are.
- Roster member can specify their availability and preferred contact methods from the methods set up by Shift admin.
- Roster members can submit a time-off request and refer another member of the group to cover the shift.
- Roster members views the roster and escalation details for a shift.
- Roster members view on-call reports and receive reminders.
- The shift manager approves or rejects the time-off requests.
- Shift manager reviews the on-call schedules for their groups for any gaps and time-off requests.
- Shift manager provides, replace, or delete coverage and time-off requests.
- Roster members receive on-call escalation notifications to acknowledge tasks or conference requests.
- Shift manager views escalation, group, and performance reports of their on-call teams.
On-Call Scheduling benefits
| Benefit | Feature | Users |
|---|---|---|
| Create a new shift, assign members to the shift, set the shift preferences like rotations and responder levels. | Create and edit shift in Service Operations Workspace | itil, rota_manager (Shift Manager) |
|
Manage your shift by accepting or rejecting time-off requests. Resolve gaps and conflicts by providing coverage. Assign extra-time to the members to the shift. |
Manage shifts in service operation workspace | itil, rota_manager (Shift Manager), rota_admin |
|
Create your own escalation policies and path. On-Call Scheduling allows you to create an escalation trigger rule using the templates available, based on your requirement. |
Escalation triggers and policies | itil, rota_manager (Shift Manager), rota_admin, admin |
| Create and edit Notification preferences for an entire team. | Edit On-call team preference using Teams menu | itil, rota_manager (Shift Manager), rota_admin |
|
Use any one of the multiple channels such as Slack, Microsoft Teams, mobile push messages, SMS, and voice messages to set as the preferred contact method for receiving notifications. |
Edit delivery channel To configure delivery channels, see:
|
rota_admin, admin |