all right good morning my name is Eleanor branch and I am a principal product manager in itsm I am joined by my colleague today Janet Acorn um who is a senior principal OPM in itsm as well we will be presenting an overview of Workforce optimization part of the service operations optimization story to get us started um we wanted to provide the uh live on service now overview um live on service now is a curated event series to connect service now experts and peers to help you deploy products and Achieve value for our customers faster we hope you join us again at another webinar or Meetup you can see the schedule by scanning the QR code or using the link in the chat so for housekeeping we save time at the end for Q&A so please use the Q&A button at the bottom of your screen along the way the presentation will be recorded and shared on the service now Community after the event you'll also be prompted to fill out a short survey and we appreciate all your feedback now we intend to cover uh mostly current uh Workforce optimization features but in the questions if there's any forward-looking statements that are made these are covered by our Safe Harbor notice so what are we going to share with you today we're going to first review Workforce optimization and service operations optimization what is it we're going to then go over some customer implementations and share the insights and best practices from their uh use cases and then Janet and I are going to really walk through the main modules that Workforce optimization provides in a Workforce optimization 101 coverage of Channel management schedules work scheduler coaching and learning teams and and uh then what the um integration is with service owner workspace and then we'll leave you with resources uh available to you to continue your learning so today's learning objective is that by the end of this session you'll be able to share with your customers and teams how service now makes team performance Excel we'll start with a demo of the service operations optimization solution to provide a real life example of how Workforce optimization can supercharge company performance targets it's no surprise that in Gartner's 2023 CIO report they highlighted that Relentless uncertainty and Market volatility including inflation interest rate spikes currency f fluctuations and supply chain shocks have rendered the traditional processes in our companies virtually obsolete so leading organizations are embracing these agile scenario Focus tools including AI to build strategic technology Workforce plans with upskilling and techn and retaining technology Talent across the Enterprise to meet the digital demands of their organizations to start I will be showing you the impact of service oper op a optimization solution which leverages the multi-product integration led by Workforce with process Mining and service owner workspace service operations optimization enables your organization from the bottom up to First transparently Monitor and improve key performance indicators second increase Workforce productivity with AI insights into skill gaps and schedules third streamline operational bottlenecks leveraging embedded process mining AI insights and fourth but by no no means last engage an upskill talent to support continual Improvement of your organization with great employee and customer experiences so let me introduce you to Caleb he is the manager of an IT client engineering team who are long-term veteran support experts tasked with supporting an avalanche of new technologies his VP has told him he must increase the number of incidents being closed but he'll receive no new resources feeling overwhelmed since his team frequently requires overtime already Caleb goes to his manager workspace and looks for somewhere to start he's able to view I'm sorry let me let me just check in Janet can you see my manager workspace screen sorry yes I can yes okay um fantastic so Caleb is able to go to his manager workspace and uh view how his team is perform performing he can see any open incidents that they're look that they um are waiting for them to to address any slas occurring any current training assessments approvals um and going back to improving performance he can also see that recently there's been a dramatic increase in the time it took uh for incidents to be resolved thankfully Caleb can now leverage AI insights in service now's embedded process mining capabilities to quickly find process insights and recent bottlenecks so he goes to his teams uh his team overview he's able to go and see how all of the individuals on his it engineering team are performing all of the kpis he's tracking for them any low performers and again we're focused on the increase uh in amount of time it's been taking to close incidents and so uh we'll dive into here we can see when we clicked on the number of incidents we can see the breakdown on his team we can dive into the individual incidents themselves and we can leverage this embedded process mining uh capability process analysis so here we can see the recent uh process insights so we can see there's been some quality issues some conformance issues and we can also see the variation of analysis of all the different paths that the incidents took to be resolved now coming back here Caleb zeros in on this uh incidents moving to on hold state two or more times potentially impacting the team by nine years now nine years might be an outlier but still it's it's concerning to see that this this uh possible bottleneck so in the past it would have taken Caleb weeks to come through all of these 8,000 incidents to find even one bottleneck now in less than a minute he's served up all of these different insights uh Caleb suspects a lack of the Porsche online technology skills on his team Porsche online is causing this incident moving to on hold state two or more times Porsche online is a new technology that has been uh implemented at the end of August coinciding with that increase in time uh and and decrease in incidents being resolved so going to the coaching module Caleb is able to see that yes in fact Porsche online is one of the top assigned skills over the past uh 30 days and that there is very little little expertise in this technology on his team so in so with this little expertise he sees there's a severe training Gap Caleb then goes to the learning paths and can look up the exact learning path he wants to assign to his team the Porsche online here's the Porsche online training he assigns it to all of his groups uh critical subject matter expertise Gap and because it's critical he wants his entire team to be trained by the end of next week and there we go uh Caleb is now confident his team can handle all future issues that arise with respect to porson lines once they have been taken the train TR and are fully ramped up on the new technology now taking a step back remember the embedded process mining insites um here we can see uh diving into the process mining insights on the process optimization workspace we can see all of those insights and even more we can see the variation analysis we just sted discussed on the process on the path the incidents took and we can also see additional bottleneck analysis occurring diving into the process map itself you can see again this variation that I'm that I mentioned earlier all of the different paths incidents are taking and then with respect to the multiple on hold we can dive into see what's happening here directly you can see all the different analysis IES including incident distribution with respect to this uh uh repeated on hold State you can show the records run cluster analyses run root cause analyses and apply transitions if we just want to see what's going on right here we can do that or we can also just immediately dive in and see here are all of the the incidents in that 1.200 repeatedly going on hold now taking a second to dive in deeper and do further analysis Caleb decides that what needs to be done is to improve uh um improve and streamline incident routing by Auto assigning Porsche incidents to the it engineering team this will reduce resolution Times by leveraging it engineering uh Porsche subject matter experts and eliminate customer rejections to meet these mttr targets his VP assigned him now personally I think this is one of the most transformative tools I've seen in a long time solutions that used to take teams of analysts weeks to analyze can now be done in hours not months by process owners as you've seen today Caleb now has one solution to streamline routing issues and upskill his team and this creates the competitive advantage that allows Caleb to increase incident closures by 20% when his VP asked him how he was able to so dramatically improve his team's kpis Caleb reports that he identified a skills Gap he upskilled his team to fill the Gap and he stre was able to in to streamline incident routing uh to scale addressing this new Porsche online technology he did this by leveraging clear analytics available to him on his manager workspace he was able to identify skills Gap and lack of expertise his team needed training on he was able to attack a machine learning bottleneck Insight from process mining in integration and he was able to support his team with targeted training to help them complete their work faster and easier so in summary Caleb was able to align analyze and optimize his service operations to ensure his team stays future ready and continues to Deli deliver a high quality experience for his organizational clients so with that overview of what we can do with Workforce optimization let's see how we've already uh made the world of work work better for our customers Janet thank you very much elener so deoy is one of our customers that are using Workforce optimization and and they had a real challenge they have it managers with hundreds of support Specialists internationally and business Evolution Past coid went nuts there was extreme pressure on staff and they really needed to balance workloads and improve staff utilization some areas were heavily used others not so much so they really needed something to help understand you know drive cost reductions by driving cesa up and reduce risk and increasing employee well-being and Custom customer satisfaction at the same time all while they continue to grow as an organization so as a solution what they did is they increased team productivity by automating repetitive processes they used channels and cues and things to find what are the processes that are coming in what's happening what's what's showing up too frequently they Embrace solutions to identify which areas of people had skills where were their skills gaps and be able to really improve customer satisfaction through more productive usage of of resources so in other words making sure that if there was a ticket coming in for a particular skill set even if it wasn't in the same region it could be R rerouted elsewhere to somebody who did have the skill set just meant there was a much better balance of load and so on and as a result we got Workforce optimizations enabled my team to embrace the need of many of our organizations in the past few years so great winning story from deoe on how they've made use of Workforce optimization and that's for an organization of 330,000 employees next we want to talk about a global bank and that global bank is uh using Workforce optimization in a slightly different way they're looking at coaching they have more than 300 service desk staffers and they're getting different levels of customers SAT but really they're having a struggle with workday and being able to manage those 300 service desk folks and you know understand what their performance is and so on so what they did is they've used Workforce optimization and recorded coaching conversations hundreds of conversations have been securely cataloged where they've identified whether there were one-on-one issues on absenteeism so not adhering to shifts whether there were compliance issues whether kpis were being missed and they weren't taking enough calls or enough first call resolution things like that and they have centralized recordings of those conversations and of training conversations that could be shared through others and at the core of that effort it really got rid of tedium tedious jobs that were being repeated throughout and were just essentially time wasters that were really bringing down morale and get those out of the way Al the while understanding where they truly had some performance issues and had an ability to then drill into those and provide coaching to improve them so they replaced their coaching functionality and service now was able to improve their employee experience and blow efficienc targets just out of the water so really good story from a global bank over to you elanar um go so the next customer win that also presented with us at knowledge was USI who is a major insurance company that Implement implemented that entire service operations uh solution that we just walked through in the demo so they had transferred their service desk from being um out outsourced internally and with that they needed to ramp up a team of uh it in this C case it agents um that was going to be managed to really take over the IT service desk for this major financial company um it's they were able to one of the things that were ex really exciting to hear was not only were they um able to implement the entire you know service now solution but they are able to do it by reducing costs and uh being able to manage agents schedules using intelligence Staffing um this quote that we have here with itsm Workforce optimization they're able to introduce skills in coaching to upskill their existing team as they you know on boarded everyone into being able to manage this in-house and they were able to track progress and enable staff to advance their careers because one of the things we like to highlight is that once you're able to clearly see where your team members have um expertise then you're able to recognize them for it and you're able to do it in a you know consistent data-based manner by leveraging the kpis within your manager workspace the FI final customer example um that we like to highlight is a customer that uh you may have seen at knowledge 23 we had Amazon join CJ on stage and they were able to leverage Workforce optimization across thousands of their fulfillment centers globally so that was uh like hugely impactful for a huge customer and something that we're very proud of um being able to have that level of uh positive impact for a service now customer and then finally as service now we are always using our own technology so that we can continuously improve it so our srre teams our cyber reliability engineering teams are leveraging Workforce optimization for their on call Scheduling you'll see more about that when uh later today when um um Janet walks through scheduling and then our surf uh L2 team leverages the team performance and coaching which you saw a little bit today and we'll dive in deeper uh later on perfect thank you very much so elanar was talking about where we are and now what we want to see is how both Workforce optim ization and process mining process optimization all of the other outcomes that Workforce can give you and your organization based on the current client climate rather so what are the challenges most companies have felt the impact of the headwinds here on the slide and it's inflationary pressures we're expected to do more with less you know companies are still trying to scale to meet employees where they are and have a hybrid remote work there's a surge in the volume of work to be done the skills required uh time zones that need to be covered it's it's crazy what's going on out there right and there is a labor and skill shortage so that's where we are going ahead and my apologies are you able to see my screen there elener I currently see the workforce optimization one on 101 screen I think there you go now you started sharing there we go sorry about that yeah and all of those challenges comple you know highlight the complex environment that we're working in so the technology org is in the center of that in business operations and so how do we address that it's things like you know maximizing productivity in hybrid Work World so that's going to lower the cost of doing things being able to identify the proper number of team members to address the demand so under understanding what is the demand that we're working with and schedule appropriately it's shifting to digital identifying your skills and and coverage and your gaps administering the learning and the development to make sure you've got those gaps covered right it's allowing your teams to connect with each other and provide 350 Vis 360 visibility on coverage and performance it's making sure the teams know how they're working uh together as well right and it's driving continual Improvement in Innovation by automating those redundant tasks and identifying and fixing bottlenecks Workforce is scalable for all types of Technology whether it's a traditional health desk or a service desk whether it's infrastructure Ops or it's a shared Services Group Workforce optimization allows you to manage any of those and you can do it in a phased approach you don't have to do everyone at once you don't have to be a specific level of maturity to take advantage of Workforce optimization it's about bringing in the various people pieces like the channel management the scheduling coaching and you can bring those in one at a time or all at once depending upon how much time and an ability you have to deal with organizational change management so it really allows you to harness the full value of service now platform to transform so we saw Caleb we're also looking at well in theory it's ingred as an IT manager in this case we'll probably be looking at Caleb again as an IT manager and being able to see you know what is happening performance-wise what's going on with my team where are they thrill in and understand what's happening so we have two workspaces one is ingrant the other is more for the individual team members the agents the support Specialists it's for those who work in service operations workspace so the service desks the operations groups command centers and really be able to let them see what they're working with as well and what their kpis are and what their learning is where they are on that and what's moving forward so we're going to dive into uh the AI capabilities that are at Ingrid's fingertips or in this case Caleb's fingertips so I'm going to show you manager workspace and talk through a couple of these things I'll bring the slides back later just in case we've missed anything but I'm going to go ahead and share and show you Channel and Q management so bear with me me while I switch my shared screen here I always have a hard time finding which one is shared to stop it and switch and we are going to share this screen right here and you should be able to now see channels and cues elanar can you confirm for me that's what we're looking at perfect so I am here and I am logged in as Caleb and Caleb is a manager of the um incident queue wants to know for the IT service desk what are the cues and channels so he has one Q for walk up one Q for the incident work and then a queue for Amazon connect a phone thre so we're just taking a look right now at the hued work overall so there's 349 things open in various areas right now I can take a look at it for all cues and see what we've got we've got a number of work items in the incident Q so we're going to take a look at that average weight time shows this is based on right now the Amazon connect side right how many agents do we have available what's assigned what the utilization L is and so on and so when we go ahead and we look into one of the cues which is now showing nothing bear with me henar have I missed something let me I um I don't see it we went from having agents to not having can you double check that you're logged in as Caleb I I am for sure right here is Caleb one second I'll bring up my own okay perfect sorry about that all right but we can see the cues and the agents and if I was to drill in on one of these agents who's working the incident Channel I can see Yo Anita how many things does she have she has 219 things currently assigned to her I can tell what she's got available what the work items are I can see the kpis and so on but I'm going to let oner go into that in a little more detail but bottom line I can tell what she's got what the active work is and more importantly I can see schedule so I can tell when Anita would or wouldn't be involved on a schedule so when I go to my channels I can see what's queued up what's happening we did have 37 P1 incidents so I'm not quite sure where those went at the moment and we can see the schedule when we go to the schedule tab I can see the team calendar so right now as Caleb I can see desk side support I can see it systems client engineer and the service desk and what these colors show me is it shows me for for each of the individual shifts am I overallocated in which case I'm positive or am I under allocated meaning I need to add another three resources or I'm not going to have enough to cover usual demand during this period any of the areas where I'm green I'm bang on I've got the right number of resources assigned I've got good coverage so I can tell exactly where I need to add more resources and where I don't and you you can see that across the plan I can see what the shifts are in a moment right so here are all of the active shifts and here's exactly where we are today so we have a few different shifts on but if I need to manage those shifts I can drill in and I can update the shifts and the membership if there were approvals outstanding for a shift I would be able to go in and view that but most importantly is there are forecast configurations or there were forecast configurations that you could see as to exactly what you need for your team and bear with me I'm just going to refresh to see if we are obviously getting a little bit of others working in here too because I'm not getting a refresh alanar would you be able to share yours just to show that scheduling side for a minute uh sure I'll bring up the Channel first yes perfect and I will stop sharing um let's see do you see the Amazon connect active C yes exactly you're drilled in yep all right great so here as Janet highlighted when you dive into each of the individual channels you can go into the uh records themselves so here we've leveraged the Amazon connect integration to be able to actually evaluate the performance of the service desk call as it is occurring you can see the different sentiment analysis as we go along you can play a recording of the call and then you can see the manager can see a summary of the analysis where it ended and Leverage The this information to create uh coaching assessments for their employees directly see moving to schedules one moment the joys of live environments and so would you like to start with shifts yes yeah let's take a look at shifts okay so what once again as we said you can see the active shifts and you can tell who is assigned to those shifts shifts at this time for coverage and so on you get to see that the service desk has a couple of shifts that are after hours or during weekends and you have your desk side support as well and if you go ahead if you want to drill down in to the shift we can see which shifts are active whether there's a cat sh you know who is subscribed to it how frequently that is is done and you can see the roster tab as well and we have two two rosters for this we have a primary and a secondary and that's how that particular shift is defined we go back to the schedule again I would be able to see shift approvals if there were any and do we want to take a look at forecasts there eler perfect so in this area we can tell that we had P1 incidents created and it's defining what the forecast parameters were right now it will show you the forecast config hopefully in a moment and you can refine your forecast by adjusting whether you're looking for 7 Days 14 days whatever the case may be through manual adjustments but as you can tell here's your forecast and you can pick a date range so we could say just from 1 of August till you know 15th of September and take a look at that that's our most recent activity so now we can tell really what is our forecast adjustment where are we on hitting things and you can tell there's still a fair amount of flex two and fro but you can take a look at that now and that will help identify where your optimal requirement is for actually Staffing do you want to look at details any on that okay again you're just looking on what is the configuration what are the conditions you're applying to it and in this case yeah we're looking at you know activated on uh February 14th I believe it is we're looking at s day ranges looking at five forecasts at a time and go ahead and we can go back to schedule as I said you've got the color coding to show whether you're above or Beyond how many resources you need you can actually see who is assigned where their breaks are those are the little black blogs right we can see that we've got lockme is off on family vacation so she's not going to be available you could tell if you needed coverage and you can look at a week view or a day view depending upon what level of granularity you need anything else that we would like to cover here ellanor do you well I think we've still got the second half of the workforce optimization features and integration with s so we can move on with just highlighting that there's also feature to be able to um View and track the schedule adherence of your team members to the schedule to make sure that you are not only optimizing the schedule itself but also having the right team members there at the right time excellent and we should probably look at work scheduler actually so with work scheduler you really get to have visibility into the capacity and workload of what folks have and balance resource you get to use a recommendation engine that's going to say you know based on certain types what should be assigned to [Music] whom and so what you can do is you can pick an incident and you can find out where it is and show recommended resources and then drag and drop drop that into an available area which elanar has just done and assigned this to BART BART has the capabilities recommendation knows that he had capacity so he can take it and this is used primarily for those places where you really need specialized skills capabilities so it's quite often more of a level two or level three assignment but you have that capability and you can look at the different cues as well this is showing unassigned incidents right now but you can use work schedule in in any of your cues that you've got to find I think for our the one thing to highlight about work scheduler and the schedule in general I Know Dan already mentioned but we have this assigned by location of the worker themselves and what day it is and so when you're working with our most of our customer customers have Global teams and global locations so you can make sure to that if you are located in one area of the world you're in an AMS location and you're working with an AP apj um uh system or customer request you can make sure to address it while th to the correct people with the correct skills when those people are actually working and not have there be any kind of Gap due to uh Global operations excellent excellent point Thank you elanar and we do have one question that's popped into Q&A and that was about the call in analysis where we were looking at Amazon connect as to whether or not call analysis works with Phone Solutions other than Amazon connect my understanding is that we do have CTI Integrations for other things Amazon connect is just one that we have a um integration Hub spoke right out of the box yes that's correct so the we do have the Integrations with all of the major um uh uh Channel companies the analysis itself is part of an Amazon connect so the sentiment analysis is something that comes from the Amazon technology if there is another uh um integration that has their own inbuilt sentiment then again we can we can um have that be part of the integration but this is part of the Amazon connect uh phone uh technology perfect and elanar if you want to kind of continue on and take a look at the coaching side of things that would be awesome sure I'd be happy to so with coaching earlier you saw that um the uh manager Caleb or Ingrid was able to you know track what their team is working on what their competencies are any assessments associated with them in the last um while see you know what the quality of their work has been the skill demand any overdue learning so um that is one of so this is super helpful and we get a lot of really good feedback from customers for this skills overview so here as you saw earlier especially especially if you're managing multiple teams you're able to see each individual on each team that you might manage and what their individual skills are and then see an overall summary on that um primary page the overview tab of over all of your teams is there expertise in the applications that you um need to have covered once you you know know where your team is versus where the need is uh you can assign and manage learning here's the traditional view um for service now of learning tasks um and this is also where now on the learning tab you can see the learning libraries any of the courses available and any of the paths you saw me um assign the uh Porsche online to the team earlier um but we're not just limited for these learning paths to um you know internal skills we also have Integrations with um plural site udemy um Cornerstone Etc on all of the different Technologies um and third-party learning uh LMS Integrations that you can have your team access um you can also create your own learning path um if there's currently an area of need in your in your team or in your organization without a learning path which is you know a set of courses you can create your own um pretty easily it's actually in the demo Hub uh activities that you can access after today's session so essentially with the integration of the third-party learning ma Management Systems um as well as the integration being able to do um leverage integration hub for any others as well as leverage internal knowledge bases now managers and team members can access thousands of course items from external third parties as well as create these internal courses we also um are able to I want to before I leave uh the this live demo you can also see all of the assessments on the skills tab um one thing I me forgot to mention earlier is adding these additional skills has also been Automated leveraging machine learning to recommend skills so for example once um the it engineering team has done uh currently out of the box it's like 20 successfully those 20 incidents um lock me on this team would be able to be recom would automatically be recommended for some level of expertise and that could be um that's to make it easier for managers to understand what their team members are uh good at without having to have it be self-reported um and then finally so that we understand the experience from the uh I it engineering team themselves let me go to the service operations workpace so here we can see LMI she when she locked onto her service operations workspace she can see all the incents I assigned to her any slas unassigned incidents and what's going on with her team she can see the announce ents that are pertinent to her she can see upcoming events and alerts um any quick links she needs and then everything already assigned to her she can also at the bottom see what her performance has been lately um and any assigned targets as well as her Active Learning so this overview page kind of tells her everything that's happening on her once she goes to assign work to herself here she's working on um the network bring down um and it's a you know P1 incident she can leverage this to do all of her work see all the comments associated with this incident any work notes and she can also leverage the agent assist so I'm sure sure everyone uh is aware that we've released now assist for itsm which is the next level which will leverage geni but here you can see all of the recom recommended knowledgebase information to help her resolve this quicker and faster she also can see any uh hear the recommended actions any record information she can uh reach out for experts that are on call um any on call escalations associated with this any attachments and additional information and uh if applicable any playbooks associated with this incident um so really everything that she needs is all in one location with respect to the learning she can go to her learning module see her Active Learning see any completed tax tasks recently any skills she's associated with and she can also discover what additional learning is recommended within the company so it's she can either browse the full catalog as you saw earlier she can leverage the recommended learning items and she can also see what's popular in their Organization for example if a new technology came out maybe a large number of individuals are now getting ramped up to understand it she can see that this might be important for her to um understand how it works and take that learning and she can also see what's newly available to her so earlier we saw um Caleb assign uh the Porsche online training so taking training is as easy as this you can just click on the course you see the date you be begin the first course and then once it's complete you mark it complete move on to the next and so on and so on taking each item so you can see it's complete taking each of these items and once it complete it'll say that she's completed the Porsche online training and that recommend her for that skill additionally under learning as I mentioned there were the Integrations with uh the thirdparty LMS systems so you can also go and take those courses as easy as that there's just the link and she can finish it and then she can again come back and say she's completed the learning and then finally but importantly uh you can see here's the schedules module she can also uh view her shift schedule by just clicking it from her homepage and there she can see her schedule she's on vacation as Janet mentioned the team schedule do any shift signups view her time off requests any shift swap requests and any approvals after she's uh um requested them so all of that is available to uh lockme just at her single location for work for resolving incidents for her service desk work so with that integration to manage your workspace let me take us back to the um overview deck and Janet just to confirm can you see the deck I can indeed perfect so we will be uh reviewing each item uh that you you've seen But I just want to um move before we do that I also want to provide everyone a sneak peek into what's coming up in November so stepping back for a second today what you've heard is all of the items that can be um improved all the kpi targets can that can be achieved leveraging manager workspace and having all the work uh available for the service agents in one location at their workspace but as all of us do our work we also know that when we do our work and we do our work well all all everyone wants uh recognition and recognition for employees enables companies to tie your team memb motivations Beyond monetary reward and make each team member part of your company's larger Mission so today's World employees expect to be appreciated by their peers and Leadership when they go the extra mile as in the example where you know a team that already does overtime has been assigned to cover a new uh a new technology without expertise and with the Advent of hybrid work culture it's been super hard for teams to or even harder for teams to collaborate and individuals this can cause individuals to get disengaged so with the applaud peer-to-peer recognition um the workforce optimization team is targeting reinforcing uh recognition to good work to create a motiv motivated work force workplaces with high employee satisfaction scores are known to recognize and reward employees appropriately so applaud enables peer-to-peer recognition from both the service owner workspace and the manager workspace managers can now incentivize improving agent performance and skills through public recognition of achievements and expertise and they can build healthy collaborative and empowered teams excellent so as you saw in our demo Workforce optimization for itm is a solution for both the it manager and the team members alike but there's just a few of the workflows that you can execute on on Workforce optimization in in the manager workspace we have the channels module which we talked about it's built on top of a advanced work assignment and can be used to manage high volume level one service desk managing incidents interactions Etc and really helps to assign work to tier one agents since the decision is automated using AWA as a manager you can view and monitor the incidents and interactions coming in through the channels and help to understand be able to jump into conversations and escalations to help your team members the scheduling module allows managers to ensure that they have coverage as they need it around the clock you can create and publish shifts so your team managers members can know their shifts they can know their branks you can manage on call Scheduling because it's integrated with our on call Scheduling app and on top of that you can manage time off requests the shifts shift swap requests and model demand scenarios so you can understand if you have a new product coming up or something about to be released that's big things like our service now release times you're going to want an increased demand as people start to test out those new features and you can increase that the work schedule module allows you to manage and assign all different types of work and allows a human to make that decision based on sensitivity complexity maybe you've got VIP items in there that should be assigned quicker than others and it's really good for level two or level three service desks that manage multiple types of work need to balance between Project work and task based work and so on and then the teams module allows you to set your primary kpis and manage the bottlenecks and understand what's happening against it you can drill into your child kpis and view the source records you can create and track performance targets and have a real 360 degree view of the agent's workplace Pro shared both across Workforce optimization and the service operations workspace so that the manager can see it and the employee can see exactly what's happening you can also have additional managers so if you have team leads you can give them access to understand how teams are performing so that they can help with balancing the workload as well and last but not least is the coaching module where we saw how the manager is able to manage skills and learning on the team and have a centralized view of the skills of all of your team members so you can understand if there's a new Gap when there's new Services coming on what might need to be assigned you know so you can do coaching assessments for real proactive response to to people having areas in support of different products and then managing learning uh as well so that you can drive New Concepts new learning paths you can upscale your teams to cover those gaps that you've identified so those are the main things really you're talking about maximizing productivity by managing and assigning the work in the work schedule module all on the manager workspace closing your talent and skills Gap through skills capabilities learning coaching um and connecting with distributed teams by pushing skill review requests in the service operation workspace allowing people to deal with their own scheduling uh shift preferences and teams and elanar you want to talk about our service operations workspace as a recap would love to thank you um so and then all of the work that you're tracking on on U the manager workspace with Workforce optimization you have that direct connection with your agent or team member themselves in their surface operations workspace where you saw where they can view their schedules they can manage their time off and shift swap requests so it's a you know direct direct iteration and including um automation of of the shift preferences from the team members themselves and they can see their 360 view of their work their schedule their skills their training their performance the for their Performance Management aligned with manager workspace um they can view their targets when they get assigned again as as happens if the whole team has a a new kpi Target to meet they'll be able to see it right there or if they individually have a new kpi Target and they can request that any skill that they have be recognized by their manager from their workspace for learning they can manage their learning tasks they can leverage the um learning paths take any courses either internally or or leveraging the external third-party LMS course items they can do what's key to their core to their work any learning associated with their work as well as self-guided learning for areas that may interest them and uh you know engage them to invest in their careers and then finally what we didn't get to see um was how a lot of these core capabilities kind of critical to communication with the manager can be done from the mobile app where they can view their schedule submit time off requests and approve shift shift swap requests so with that let me leave you with the workforce optimization itsm resources available on community we have uh overview data sheet we have a podcasts we have overview videos YouTube channel and then deep dived into a lot of the um additional items especially focused on the machine learning capabilities with demand forecast um or work schedu or um recommended uh user Etc all of Workforce optimization is available as part as an add-on to itsm Pro or as part of the itm Enterprise thank you all very very much and thank you elener thanks Janet have a great day bye everyone