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Episode 60: Workforce Optimization for ITSM
Manage episode 305253571 series 2318117
Content provided by ServiceNow Community TechBytes and ServiceNow Community. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by ServiceNow Community TechBytes and ServiceNow Community or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://player.fm/legal.
In this episode, product manager Niki Patel talks about the Workforce Optimization application for IT service managers, including some new features for the Rome release to help companies take full advantage of today’s distributed workforce. This episode covers:
- What is Workforce Optimization?
- Flexible scheduling and on-call
- Forecasting agent demand
- Performance Analytics and KPIs for individual agents
- Using external learning resources for agents
For more information, see:
- Product documentation: Workforce Optimization for ITSM
- Community blog: Workforce Optimization for ITSM - Rome features
- Community article: Managing on-call and normal workshifts in Workforce Optimization for ITSM
- Community article: Driving Employee Engagement and Upskilling the Workforce through Coaching With Learning
Your feedback helps us serve you better! Did you find this podcast helpful? Please leave us a comment to tell us why or why not.
Subscribe to iTunes
See omnystudio.com/listener for privacy information.
77 episodes
Share
Manage episode 305253571 series 2318117
Content provided by ServiceNow Community TechBytes and ServiceNow Community. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by ServiceNow Community TechBytes and ServiceNow Community or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://player.fm/legal.
In this episode, product manager Niki Patel talks about the Workforce Optimization application for IT service managers, including some new features for the Rome release to help companies take full advantage of today’s distributed workforce. This episode covers:
- What is Workforce Optimization?
- Flexible scheduling and on-call
- Forecasting agent demand
- Performance Analytics and KPIs for individual agents
- Using external learning resources for agents
For more information, see:
- Product documentation: Workforce Optimization for ITSM
- Community blog: Workforce Optimization for ITSM - Rome features
- Community article: Managing on-call and normal workshifts in Workforce Optimization for ITSM
- Community article: Driving Employee Engagement and Upskilling the Workforce through Coaching With Learning
Your feedback helps us serve you better! Did you find this podcast helpful? Please leave us a comment to tell us why or why not.
Subscribe to iTunes
See omnystudio.com/listener for privacy information.
77 episodes
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Similar to ServiceNow TechBytes
Show notes are at https://stevelitchfield.com/sshow/chat.html
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