IT service teams are constantly shifting between multiple applications and products to get their work done scheduling training and reporting are all time-consuming activities that require a lot of attention all the while managers are always on call for their teams whether it's helping to solve a problem or just being there to talk managers have a lot of responsibilities workforce optimization for ITSM equips managers and teams with the tools they need to respond to ever changing demand and service expectations they face daily using advanced omni-channel routing shift scheduling team performance reporting and coaching and skills management we'll show you how one IT service desk manager is changing the way she and her team get work done Ingrid Menard is the manager of a support team when she starts her day she needs to be able to see a real time assessment of her team and the workload demand they're facing in order to properly prioritize work and maximize the team's value the landing page which can be configured using the UI builder provides an informative overview of the support team and the organization from here she sees the incidents that are currently assigned to her team as well as unassigned incidents happening now gives her instant visibility into P ones incidents that have breached the service level agreement and incidents that haven't been updated in 24 hours or that are about to breach the SLA she can also see stats on organizational performance such as mean time to resolution first call resolution and customer satisfaction the channel management application gives her a configurable real-time look at channel specific metrics like resolution details SLA times customer satisfaction and other vital stats specific to the various channels that her team's support she can also view the details of ongoing work Q's an agent availability additionally she can monitor chat queues and see messages that are being exchanged in real time she can also choose to jump into certain interactions and provide helpful comments to agents without the end-user knowing scheduling lets her create and update employee schedules with visibility into staffing coverage through any given date she can create schedules to support a variety of models including 24/7 coverage and follow-the-sun agents can manage their own schedules by requesting time off and swapping shifts with their peers this empowers them and removes the burden of the manager to manually adjust their schedules the team's application provides a window into the configured profiles of various teams relevant KPIs that she defines for those teams are displayed to provide insight into their performance and efficiency more detailed views of individuals within those teams are also available to more accurately monitor the quality of service to determine what factors are contributing to positive and negative scores agent profiles provide relevant information about the agent such as their individual stats assignment groups team members technical skills and more the coaching application gives Ingrid a way to monitor the quality of the work her team is completing she can configure individual quality indicators to focus on coaching and training opportunities additionally she can track the skills that are most in-demand and compare them with the skills her teams have finally she can view and track quality score trends for each team she manages he or she can easily evaluate agent performance using embedded assessments to rate them provide feedback assign skills and train them he or she can manage all her team's skills and proficiencies from one single view using the skill matrix ongoing maintenance of her team's skills is automated with predictive intelligence and skill recommendations workforce optimization for ITSM combines the essential tools that IT service teams need into one integrated intuitive product this makes it easier to adapt to the ever-changing technology landscape while meeting the challenge of providing a great service experience for more information see our product documentation knowledgebase or podcast or ask a question in the ServiceNow community [Music]