This video is an overview of the Coaching with 
Learning application in Workforce Optimization   for ITSM. The manager workspace enables managers 
to maintain their team's schedules, monitor team   performance, and coach their team members. In 
this video we'll show you how you can use the   coaching application in Workforce Optimization 
for ITSM to regularly assess the skill gaps of   team members and assign suitable training to fill 
those gaps. To assess these gaps we can start by   reviewing our team's skills and the skill level 
the user has for each skill in the skill matrix.   Team members can acquire new skills by completing 
assigned courses and learning paths. In our example,   most of our team members don't have any Linux 
or Unix server skills. To fill this skill gap   we need to assign courses or learning paths to 
these team members. Use coaching with learning to   train your teams by having them complete course 
items and learning paths. When they complete them   that skill will be added to their skill set.
In the coaching with learning application you   have courses also called course items which come 
from your internal organization or external ones.   These items are individual training units you 
define. An internal course may consist of a KB   article, a URL, like a link to a YouTube or Vimeo 
video, or freeform content like a document. You   can also assign courses from external training 
sites, like Udemy, Pluralsight, and Cornerstone. When you create the course, you select 
the course catalog. Course catalogs are   available for all users in the company 
or for a particular group, like sales and   marketing only. The coaching admin defines 
who can add courses to a specific catalog   so managers can create courses only in 
the course catalogs where they have can   contribute access. Only users with read access 
for a catalog can access the courses. The   default catalog in the base system provides 
read access to all employees in the company. You can also add learning 
paths to a course catalog. Users complete multiple courses 
to achieve a specific skill level. When a new user joins, they must complete multiple 
courses as part of onboarding and existing agents   may also need to take multiple courses to gain 
the skills they need to start a new project.   It can get cumbersome for managers to assign 
and track all these courses for every agent   and some of these courses need to be taken in 
a specific order to get the most out of them   further complicating the process. Simplify 
the process by using learning paths, which   are collections of related courses about 
a specific topic that help consolidate and   organize this process in one place. Managers 
can create a learning path in just four steps. For the first step, we define the information 
for the path and select the course catalog. In the second step we add the courses 
that need to be part of this path.   In the third step, we can review the information 
and put the courses in the correct order. In the fourth and final step, we can preview   how the learning path will appear 
to the agent and then publish it.   Managers assign a course or learning path to 
a team member using learning tasks. [Music]   Managers and agents can track 
progress in the learning tasks section   and overall team progress appears in analytics 
related to learning on the overview page.   Instead of searching course catalogs every time 
they want to assign a course or learning path to   an agent, managers can create learning libraries 
and add the courses they frequently assign for   quick reference. Managers can also define 
applicable groups at the library level to make it   even simpler to find appropriate courses for their 
teams. So, managers can use coaching with learning   to continually assess their team's skill gaps 
and upskill or reskill their teams to increase   their efficiency and engagement and improve 
employee satisfaction. For more information,   see our product documentation or knowledge base 
or ask a question in the ServiceNow community. [Music]