Skills Management in Workforce Optimization for ITSM

Manage skills for your teams from a central location. Analyze skill data and assess the skills that you need for your organization. Use Predictive Intelligence to recommend skills for your team.

Note: As an admin, you can add sample data to get started building your skill taxonomy using the Skills Library Data for Skills Management (com.snc.skills_management.seed_data) plugin. You must have the Workforce Optimization for ITSM Configurable Workspace plugin (sn_wfo_cfg_itsm) installed. For more information on downloading skills sample data, see Create skill categories using sample data.

• Setting up skill prediction in Workforce Optimization for ITSM
  Collect skill data based on skills agents have used for incident resolution. Use supervised learning to recommend these skills for agents to resolve similar open incidents. You can also find patterns in how skills are used for incident resolution and use unsupervised learning to recommend skills for agents.
• Adding skills to agents' skill set in Workforce Optimization for ITSM
  Analyze all skills and the levels for each skill that your agents have from one location.
• Initiate a skill review for teams or groups
  Start a skill review process for your groups or specific team members so that they can review and update their existing skills or to add new skills. Provide a due date for them to complete the skill review.
• Approve or reject a skill review request
  Review skills when your team updates their skill proficiencies and requests approval. You can approve or reject each of those skills. The skills that you approve are added to the agent's profile.
• Routing work based on skills in Workforce Optimization for ITSM
  Route work to your teams based on skills, schedule your teams' work, and train your teams to enhance their skills set using Workforce Optimization for ITSM.
• Skill review request components in Workforce Optimization for ITSM
  Workforce Optimization for ITSM installs roles and enables notifications when you install the application.
• Skill Recommendation components in Workforce Optimization for ITSM
  Workforce Optimization for ITSM uses roles to administer skill recommendation, tables to store skill data, and properties to modify default behavior, and scheduled job to recommend skills in configurable Workforce Optimization for ITSM.

Parent Topic:Workforce Optimization for ITSM