Using Skills Management

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Using Skills Management

    The Skills Management dashboard in ServiceNow Zurich release enables organizations to analyze skill competencies and gaps across users and teams. It helps plan coaching, training, and team-building efforts by providing detailed insights into the skills required for tasks and projects. Accessible viaSkills > Dashboard, the dashboard offers comprehensive reports and visualizations to support skill-based workforce planning and project assignment.

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    Key Features

    • Skill Gap Analysis: Identify and analyze skill gaps to plan targeted coaching or training for employees.
    • Skill Competency Tracking: Monitor skill proficiency of users over time and assess how effectively skills are applied to business needs.
    • Team and User Identification: Locate users and teams with specific skills or within skill categories to optimize task and project assignments.
    • Skill-Based Team Building: Build teams based on required skills to improve project outcomes and align workforce capabilities with organizational needs.
    • Learning Program Development: Develop training initiatives based on identified strengths, weaknesses, and gaps in skills.
    • Feedback and Improvement: Evaluate user effectiveness in applying skills to business needs and provide actionable feedback.
    • Visualization Tools: Interactive reports including skill matrices, top skills usage, task associations, and user counts by skill category.

    Practical Use and Benefits

    As a skill manager, you gain visibility into the skill landscape of your organization, enabling data-driven decisions for workforce development and project staffing. The dashboard’s multi-level pivot tables and bar charts allow you to:

    • View competencies of users within groups or for specific skills.
    • Identify the top 10 skills actively used in recent months and the users possessing those skills.
    • Understand the number of tasks linked to various skills to prioritize skill development.
    • Track the distribution of user skills across categories to ensure adequate coverage.
    • Match user skill profiles with project requirements to optimize assignments and improve efficiency.

    Overall, Skills Management empowers ServiceNow customers to strategically address skill shortages, enhance employee development, and improve project success through effective skill utilization.

    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 skill manager, you can:
    • Build your teams based on the skill 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 Multi-level pivot table representing skills matrix

    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 Bar chart representing top 10 skills used in the last six months

    Bar chart

    		 Identify the top 10 skills that are in use and which users have those skills.
    Tasks associated with skills Bar chart representing number of tasks with skills assigned to them

    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 Bar chart representing users with skills

    Bar chart

    		 View the total number of users with skills assigned in each skill category.
    Skills in Category Bar chart representing the total number of skills in a selected category

    Bar chart

    		 View the total number of skills in the selected category.
    List of user skills Number of users available for each skill

    List of skills with total count of users for each skill

    		 View number of users available for each skill.