this video is an overview of Workforce optimization for itsm Workforce optimization for itsm helps managers and teams maximize productivity connect globally distributed teams and close the talent and skill gaps by providing Advanced omni-channel routing shift scheduling with Team membership sign up demand forecast work scheduler skills management with skills-based routing Performance Management with process optimization coaching with learning servicenow voice to deflect incidents and the mobile app to request and approve schedule changes now let's follow along as Ingrid Menard an I.T service desk manager changes the way she and her team get work done when she starts her day she needs to view a real-time assessment of her team and their workload demand on the manager landing page we see a high level view of all our team's work Channel management gives us a real-time look at Channel specific metrics and details of our teams including ongoing work Hughes and team member availability using servicenow voice we can integrate any third-party telephony service to deflect incidents in our example we're using Amazon connect we can monitor the chat cues and messages in real time as well as coach team members on their interactions and view sentiment analysis with scheduling we create work and on-call shifts as well as update our team's schedules with a view of Staffing coverage here we create a new schedule for the morning shift we Empower our teams to sign up for work shifts based on their availability and preference team members can manage their own schedules by requesting time off for on-call or work shifts and swap ships with their peers from the team calendar they can also sign up for their preferred shifts managers can swap team members shifts without going through the approval process team members and managers can do this in the workspace or through the itsm mobile agents app and with virtual agent they can automate their time off requests using demand forecast we can plan the number of team members we need to staff Our IT service desk the create forecast configuration helps us anticipate staffing needs based on historical data we can get a visualization of forecast parameters that we've modified and then fine-tune them for better accuracy around the number of resources needed for proper schedule coverage if you manage teams that work on multiple types of work items such as incidents and change tasks you can assign or reassign work to your team members based on their skills capacity work complexity and availability using work scheduler the team's application is a window into the profiles and skills of our teams the key performance indicators or kpis that we Define show our team's performance and efficiency here we can set targets for our team members to improve the quality of their performance team member profiles provide their individual stats assignment groups other team members technical skills and more team members can then view those performance Targets on their landing page in the service operations workspace when you integrate with process optimization you can get insights into the processes of your Workforce and find areas that you could optimize we can use skill based routing to assign skills to work items based on rules the work items are then automatically assigned to the right team members based on those skills coaching with learning helps us address our team's skill gaps team members complete internal or external courses to master the needed skills using service operations workspace team members can browse and self-enroll into course items and learning paths team members can also find personalized learning recommended to them on the skills tab we can manage all our team's skills and proficiencies using the skill Matrix we can also start a skill review process for our groups or specific team members so that they can review and update their existing skills or add new ones predictive intelligence can recommend skills for team members so Workforce optimization for itsm combines the tools that Aid Service managers and team members need in one intuitive product making it easier to adapt to ever-changing technology while providing a great service experience for more information see our product documentation or knowledge base or ask a question in the servicenow community