Exploring Workforce Optimization for ITSM

Use Workforce Optimization for ITSM to optimize your workforce and manage your teams efficiently. Coach your teams so that they gain the skills that let you address the demands from your customers. Efficiently schedule your teams work to provide better coverage with integrated channel management.

Workforce Optimization for ITSM overview

As a manager, you can monitor the demand for agents and skills in your organization to resolve issues. Assess agent skills, identify areas where they need improvement and provide training to enhance their skills set. Track your teams performance, and manage the schedule of all agents in your assignment group—all from a unified location.

As an agent, you can manage your own schedule, access the schedules of your peers and request time off or shift swaps.

To plan for your Workforce Optimization for ITSM implementation, see Getting started with Workforce Optimization for ITSM.

Workforce Optimization for ITSM workflow

The image displays the manager workflow between the different modules in Workforce Optimization for ITSM. Each of these modules can be used independently or together in the application.

Channel Management

Monitor your team in real time and jump in to help when there’s a need.

Using this application, you can also:

• Route work to specific groups based on agent skills
• Review real-time performance as the team is actively working on tasks across channels
• Monitor pending work items in a queue

Scheduling

Access the calendar of your teams to know which agents are scheduled for coverage and which agents have taken time off.

Using the application, you can also:

• Assign agents to shifts
• Define break time
• Preview and publish team schedule
• Approve agent time-off or shift-swap requests

Work scheduler

Plan your teams' work and assign work items based on their skills, availability, capacity, and time zone.

Using the application, you can also:

• View your teams' shifts, events, and work assignments
• Assign or reassign work items from a central location
• Use matching rules to rank team members
• Add criteria for matching rules to assign work items based on the rules

Teams

Monitor performance trends for your teams using KPI groups. Create a set of KPIs and apply them to all groups within a team and assess team performance from one location.

Using the application, you can also:

• Identify all the teams that you manage as well as the ones you have visibility into
• Analyze KPIs that are crucial for your team
• Drill into agents within each team and monitor their performance
• Access the profile of each agent to view details such as their manager, peers, and assignment groups
• Drill down into the skills for each agent or recommend them for coaching

Coaching and Skills Assessment

Enhance the quality of work done by your agents using Coaching. Use Predictive Intelligence to recommend skills based on issues the agents have resolved. Create coaching opportunities based on the recommendation and train the agents to acquire those skills.

Using this application, you can also:

• Automate the scoring, grading, and assessment of agent skills
• Use coaching opportunities to create assessments
• Track training assigned to agents based on their assessments
• Analyze the skill gap and recommend training

Getting started with Workforce Optimization for ITSM

Easily find tasks that you must complete in a module in Workforce Optimization for ITSM.