going uh do need to put up this Safe Harbor notice slide due to a variety of factors any future functionality that we describe or show as part of this Workshop is not a guarantee that it will be available so I'll let you read through that all right today's session is part of the live on service now a curated event series to connect you with service now experts and peers that can help you deploy your products and Achieve value faster uh we hope you can join us again at another webinar or 360 exchange and you can see the schedule by scanning this QR code or there should be a a link coming into the chat that you can use as well so strongly suggest that you take a look at those future events and try to sign up uh for as as many as you can give another second to scan the QR code all right few house keep keeping items uh so we've saved some time about 15 minutes at the end for uh Q&A however uh we would ask that if you do have any questions during the course of this Workshop that you ask them using the Q&A functionality uh within Zoom um and uh use that as oppe to the chat uh the Q&A works much better um so uh yeah please feel free to do that during the course of this session we have several of my colleagues are on and can answer those questions uh during the course of the workshop but then again uh we will have 15 minutes at the end uh just dedicated to Q&A this presentation will be recorded and shared on the service now community so if you want to go back and see anything it will be available on the community site you'll be getting a link for that or if you have any colleagues that were not able to attend today that you wanted to share this with uh you will be able to do that and then once the event is over there will be a survey that you'll be uh getting as soon as you exit the webinar um we strongly suggest that you you fill out that survey we really love to get your feedback not only you know what went well but what made uh have not gone what what uh you may want to seen more of or other things that we may have missed during the presentation that you would have loved to see so we definitely appreciate your feedback just to improve our future events uh so uh please fill out that survey if you can all right just a few things about me like I said my name is Rob Ericson I'm a principal product success manager in our strategic portfolio management business unit uh and I've been with service now for about 10 years primarily in the SPM space uh doing implementations then I supported our sales team and now I'm working in product success working to help customers with their SPM Journey so really happy to be uh with you today all right so before we get started with a with the workshop I do have a couple of poll questions that I wanted to put out there so uh Luis if you're able to launch that poll um first uh have you implemented or are you implementing any type of resource or capacity management so we'll give you a minute or so to answer that survey right pretty good participation all right we've gone for about 40 seconds let's go ahead and end the poll and share and pretty strong um response about half of you are current implemented and currently using that's great news uh we've got about 12% that are currently implementing but not yet in use on 36 plan to implement for that one one person with no plans to implement hopefully you still get some value out of today's session and maybe we can we can change your mind all right so uh let see so let's um move on we've got a second poll question kind of uh caring over from the first for those who have implemented or are implementing what are you using so uh we've got our kind of our classic service now Resource Management that uses resource plans and the allocation workbench uh we've got the new Resource Management Service now that we'll be really focusing on today uh that is around resource assignments and the resource management workspace and then there's always the possibility of that you've got other tools or you're not currently implementing so let's give you a little bit of time for to answer that particular poll question all right let's go ahead and end the poll thanks for everyone who answered all right so we can see 65% are currently using the classic Resource Management so that's uh that's good we will be talking a little bit about migration later today you'll see that in the agenda um we've got about 15% using the the new Resource Management with resource assignments and the resource management workspace and then uh about 20% either using some other tool or not implementing Resource Management so thanks very much for the information that's very good to know on all right so let's keep going so here's our agenda for today uh we're going to be talking about the value of resource management in service now not just Resource Management as a whole but specifically in service now where you can get value out of it uh we're going to be discussing the concept of planning attributes and why they are very important in your resource management Journey uh we'll be identifying some of the key personas who are going to be using resource management and then we're going to show in some demos how they're going to use that within the new service now Resource Management we'll be discussing the concept of costs of resources and how they're calculated within service now then we'll cover tracking actuals for both time and costs and then as I mentioned we're going to have 15 minutes that are going to be solely dedicated to Q&A at the end of the session all right so let's talk about Resource Management so why why would you want to implement it so concept is that you have work to do and you need to find the people that are going to do it and this includes any future work for forecasting resources or current work to make sure you have someone that you can assign tasks because you can have the greatest plans in the world but without the resources to work on them those plans are really not going to go anywhere so obviously you need some method to be able to get resources to do your work now then along with that there's a concept of capacity planning so that can be thought of as the supply and demand problem first you have to figure out what the supply of resources are and what relevant attributes the workforce has and what their availability is then you need to figure out the demand by estimating the effort required to complete the work that has been planned so once you have those two sides of the story you need to find a balance you can compare the two plan the work and adjust the workforce of the work plans according accordingly to ensure that the work will get done and so that's capacity planning and in addition to solving issues of over allocation you might also identify areas of underallocation as you might have resources that do not have enough work because that can also be an issue as that's going to create unrealized potential of what those resources could be doing so your resource optimization might include moving workaround or if you have uh or when you don't have any flexibility with your resources or it might involve hiring new employees bringing in contractors or potentially even retraining existing staff especially those who might be under allocated to fill all of those gaps so that's really in a nutshell what capacity plan is let's talk about service now resource and capacity management specifically so it's going to be built in it's or it has been built in the next experience so the next experience is a more responsive modern interface which we're investing with heavily at a platform level and every new release we're having providing new functionality with the with the next experience uh for those of you who are on our classic resource management and sound like several of you on our call are doing that we will be spending a few minutes later to talk about the migration path from from the classic Resource Management to this new Resource Management it also this new Resource Management Works hand inand with our other strategic planning or strategic portfolio management workspaces that have also been built in the next experience so there are these Persona based workspaces that we have but user so the users are not really expected to jump from workspace to workspace they have uh a one primary workspace that they would typically be working in and we'll be focusing more on these personas later in the workshop and then uh going back to our Safe Harbor slide we do have future functionality plan to integrate this new Resource Management with the upcoming scenario planning in strategic planning workspace uh for that scenario planning the MVP release is currently slated for August uh however resource management will not be in that initial release but longterm it will be where you'll be able to create what if scenarios of moving items around or adding resources see what impact that will have on your portfolio plans from a resource and capacity perspective so like I said that's future functionality but I'm really excited about it so I just wanted to make sure we mention it and that's one of the reasons why we kind of built this new uh resourcing capacity is to be able to support some of the more longer term um functionality that we want to build within the platform all right so a few key terms we're going to be going over today uh we'll be talking about a few different workspaces our strategic planning workspace that's typically used for things uh like road maps and prioritization but there were there is also now a capacity planning section that's part of strategic planning workspace in addition some of our personas can use the strategic planning workspace to actually add resource assignments to their work uh we'll go through the project workspace is really what the the project manager will be using to identify resources and and make assignments and then the resource management workspace this is a new workspace for the resource manager Persona where they can assign or reassign resources approve resources and uh determine user capacity issues right a couple other terms planning attributes and this is going to be something we're going to be spending a fair amount of time on today to talk about um things like groups roles or skills or other attributes that can be used to basically identify the resources that are part of your organization we'll mention resource status we actually have a whole flowchart of the different statuses that are available in in resource management and how those would be used we will talk about the concept of effort type so within your organization you may be using hours or you may want to use FTE or person days those are all supported within this Resource Management solution and we'll be talking about inflight assessments briefly um these are resource assignments that already have actual time entered against them and so as you may need to make adjustments to those there's going to be a slight difference of how you deal with those versus assignments that do not have any time loged against them all right so let's talk a bit about Resource Management methodologies I think this is very important within your organization to identify the one or more methodologies that you are using for managing your resources first off is decentralized we have a lot of our customers that give the full responsibility of resource management to to the work owners especially if they're early along in their maturity path with Resource Management uh this is very streamlined as you don't need to go through approval process and it's really just your work owners that are responsible for managing those resources but there is definitely the potential for collisions with resources when you have this kind of methodology and so it really is up to those work owners to work together if they find collisions within the resources that they need and to help to to find ways to prioritize what needs to to uh to go first then we have the the concept of a partially centralized Resource Management methodology uh this is where organizations can have an approval step for the resource manager so your work owners may be requesting named resources but a resource manager is ultimately the person who can decide whether those resources are approved or not approved and they become the Arbiter uh of the resources when there are collisions the next me methodology is a centralized Resource Management that's really more responsibility for the resource manager um in those cases the work owner is not allowed to choose the named resource they'll be uh selecting a set of attributes that they need to get their work done but then the resource manager would be the one that would be responsible for actually choosing the named resource and providing that resource to the work owners to get their work done and then we have it fully centralized now you notice in the color shading the items in green are currently supported in service now uh the item in yellow that's fully centralized is not currently supported in the in the resource management workspace but it will be coming later this year uh and in that methodology it really is all on the respon or all of the responsibilities on the resource manager they will see the work that it's out there the epex projects and demands and then they will be the responsible for determining what kinds of resources are needed and actually allocating those assigning those resour assigning those resources to that work uh so it's something that like I said right now the resource management workspace does not allow for that they would have to go into the specific work items to able to do that but functionality is going to be coming for that um as we get further into the workshop you're going to see that the service now resource uh management has been designed to support all of these methodologies uh the personas may just use the platform in slightly slightly different ways to align to their specific process all right so now after talking about those resource man management methodologies we have another poll question if you are using resource and capacity management what methodology or methodologies are you using or plan to use and so again so it's a little more complex we'll give you a little bit more time to read through the answers and provide provide your uh your response all right give you a few more seconds to answer that poll question all right let's go ahead and end the poll and share the results okay so uh what we can see is that about 10% are using decentralized a large percentage 42% are doing partly Central centralized and then 24% centralized so that seems to be kind of uh where the majority of the folks here on the call are using or their methodology and only about 8% fully centralized so I think that that makes sense uh from what we've uh seen and heard with some some of our customers uh that are out there all right so I did want to speak I mentioned that we wanted to show the process flow for the different resource statuses that that uh that are are out there um so this particular uh workflow is meant to support all of those previous methodologies that we we mentioned but it still remains very simple so for decentralized or fully centralized methodologies the resource status is really not important because the person making the assignment is fully responsible for that assignment but then for partially centralized where the named resource can be selected but it needs approval that pathway on the right is critical really goes to when when that assignment is made it'll go to a pending State and then it will be up to the resource manager to either approve it or reject that assignment where it would go to unapproved and then they'll be able to track all the items that are at pending to make sure if they have any approvals to make they can they can track those within the resource management workspace and determine that approval then for centralized the centralized methodology with where the work owner is requesting a type of resource and not a specific named resource the pathway on the left would be followed so the resource requestor makes the request for the resource based on those planning attributes and the resource manager then will select the specific named resource for that now in that case the state will go to pending at this point the resource manager could set it to approved if necessary but it's it's uh not particularly necessary at that point because once the named resource in that methodology is assigned they they should be you know the approval basically is assumed so again it's a very simple flow to support all the methodologies without adding unnecessary overhead and just in case there might be some questions out out there there's really not the concept of hard and soft booking in this particular uh workflow although a resource assignment could stay unassigned until the work item is approved approved and then the name resource could be added so that could be you know kind of a quasi concept of of hard and soft booking all right so let's talk about the the steps of when you're doing a resource management implementation some of the key steps that need to take place and we've identified some of these as being Resource Management Centric and others as being capacity planning Centric so first off defining that process so we just went through those different methodologies you really need to determine what is that process in in your organization is it some level combination you might have some teams that are using a more fully centralized versus some might just be using centralized versus partially centralized but you need to identify what is that process within your organization and kind of who are the personas that you're going to be using do you have a strong concept of a resource manager um who are those resource managers and uh what work are they responsible for for for managing then you need to Define and configure your planning attributes so that is again you know some some of the out of the box are group role and skill and others could potentially be defined but it should be related to your user record and we're going to talk about that talk about planning attributes a lot more and you do have to also confirm that your user data collect uh contains the correct attributes and populate those as necessary so again identifying your attributes but then making sure your users then all have those attributes so that that you can successfully select them as part of resource management or then determine their capacity or capacity management and then those other items around confirming your schedules to make sure uh that the user time that when your calculating capacity is correct typically eight hours per day but that can be adjusted you also do have to generate capacity for the resource groups uh in for their appropriate time frame in strategic planning workspace there'll be a short demo later on today showing how that's done and also you need to create potentially create operational resource assignments to block time so if users are not 100% dedicated to planned work you can block out time for operational work keep the lights on for meetings for admin or any other regular activity that's going to decrease their capacity so I think that's um something we'll go into a little bit more around blocking out work that's not specifically around this this plann projects demands and epics all right so one more poll question so if you're using resource and capacity management have you determined what planning attributes you will use and so here's a few different answers and so we did add one so if you're not quite sure what planning attributes are uh we added that that answer as well and hopefully uh if you do uh don't know what they are we'll be we'll be answering that as uh part of this Workshop all right give you a few more seconds we've got about 60% of you answered so far all right and go ahead and end the poll and it's pretty amazing we've got almost an even split between people that are confident in your planning attributes of those who have an idea but have not made a final decision those who have not determined the planning attributes yet and those of you who are not quite sure what a planning attribute is so I think that's a pretty even split and so now we'll be going in and talking about planning attributes Within service now resource and capacity management so what are some different planning attributes that are out there uh we've got the three out of the box planning attributes of groups skill and role and then here's one that's a probably a fairly common one that might be a custom planning attribute locations so I've got a few key questions when you're trying to determine your planning attributes that you really need to answer so first off what are the pools of resources that you want want to create in service now to best support your work so we have groups group is a commonly used table in service now for assignment of operational items such as incidents requests and changes so data is already often already present in your instance however you need to determine can you reuse that data those groups that have already defined in their membership can you reuse that for your planned work such as projects demands and epics you could also create groups dedicated to Resource Management but that usually involves a little a little bit more maintenance obviously if you have these uh specific groups that are just for resource management we also have the out box attributes of roles and skills uh often we get the question about what is the difference between a role or a skill so role is typically an organizational definition like I am a product success manager at service now that is my role but then a skill is more something you can do so I have a level of expertise in strategic portfolio management so that is a skill that I have so often a skill can be a subset of a role but it's not necessarily true you really need to Define if you're using those planning attributes what exactly do they mean within your organization and then obviously then as I mentioned one of the big uh benefits of this uh new resource management is a lot more flexibility into other planning attributes that you can create some examples I've seen out there are things like location even specifically country uh also things like cost center where the the organization does uses those attributes to group their their sets of users into different resource and capacity groups but one of the other big questions you have to answer is do you have the the necessary user data to be able to support those resource pools has everyone been assigned into a correct group do you have the roles defined within your organization if you want to use roles and do you have then those roles Associated to your users if you're using a you know a custom planning attribute like location uh do you have the necessary user data does everyone have a location and is that location in their in their user record what you'd want to use than to determine the the the resource pool that they you want them to be part of so those are just some key questions that you need to be able to answer uh when you're determine your planning attributes so here's a simple example of just using group as a planning attribute so if I am a resource requester and I'm trying to find my resource in this case I am looking for someone in the HR benefits team to work on my demand or project or epic and this is a very simple model of planning attributes just having one single planning attribute um it's easy to maintain but it does not get you very uh get very granular when you're trying to request the right resource so the question here is can you create an attribute that breaks those resources down into the appropriate resource pools do you have a group for every resource pool that you'd need in this example hopefully everyone in the HR benefits team can do whatever we need for our project or demand as in this planning attribute model there's really no way to distinguish between our resources in these groups all right so let's get a little more granular and we'll def find that we also have roles within our organization so we have groups and roles now one thing I wanted to mention this diagram could be drawn differently with groups inside of roles but the key concept here is that you have a combined set of planning attributes for each user all right so in this case I need to get someone from the HR benefits group but they specifically need the role of project manager I need a project manager for my project that's that works in that particular group so this makes it more likely that the resource requester is going to find the right resource to do the work need needed but but it's also going to make a smaller pool of resources so in my previous example there were a lot more people that I had if I just went to the at benefits group now it's a smaller subset of people but I'm going to hopefully find my specific resource that I need my project manager all right let's even go one level deeper in granularity and introduce the concept of skills so we've got four skills two roles two groups again you know this diagram kind of shows uh everything embedded that that it definitely could be somewhat different as far as uh how you'd want to organize it where your groups could be within roles or you could have skills by themselves in this case I'm looking for a project manager in the HR benefits team but I specifically want a project manager who is specializes in development projects so adding layers of planning attributes makes it more accurate When selecting a resource but it also shrinks that capacity pool making it more likely that Specialists will be overallocated I may only have one project manager who specializes in development projects who's in that HR benefits team so if they we need them for two or three different projects at the same time we might they might be overallocated and we might need to either move those projects or try to find some other resource that could potentially fill that that particular uh assignment so the question here is do we really want skill as a capacity attribute if our project manager are not specialized you may not want to use that planning attribute for capacity so again just you have to think a lot about the planning attributes that you're defining uh how are you going to make sure that you're fulfilling the need of getting the right resources for your project without creating these resource groupings that are so small that their capacity will run out immediately as soon as they get more than one item to work on all right just one other kind of example I wanted to show um so let's say you do you have set out group role and skill as your three planning attributes that you're going to to use you don't necessarily have to use all those planning attributes when you are identifying um the resource so we could say that I just need someone with the role and skill I really don't care what group they're in so the the question there is sometimes most a lot of organizations wouldn't necessarily allow this they wouldn't let you select basically from any group to get that role and skill but it is something that is supported within service now so if your organization allows it that can then increase basically the the resource pool um without changing the methodology and without changing the the planning attributes that you're using uh the other thing though is once you've selected a named resource it basically if you select the named resource from this particular group with this role and skill it's going to subtract from the capacity of this set of users uh and not impact the capacity of this set of users all right so I did want to then just read visit this just to to go back over these questions now that you've seen an example of different planning attributes and how they can be combined and used again just think about as you're rolling out your resource management uh how do you want to identify those planning attributes and do you have that necessary data uh there to support them all right so a few other key considerations around planning attributes so in our past solution we had some challenges with double counting capacity when a user was part of multiple groups or had um multiple other planning attributes that were combined so we've introduced the concept of a primary attribute so that means basically for each of your users um they have one group that the capacity basically uh will be counted against you can assign work to someone based on their secondary group's roles or skills but they won't be considered a member of that group when calculating the capacity for that right so we are looking at a solution that might allow customers to split capacity across attributes such as like a 50/50 split for group or 7525 but for now that's not possible so you may want to take that into consideration as you define your attributes all right uh there is a job that will automatically populate the primary group rooll endoor skill based on existing data that you have within your instance but it's only for items where you have a single entity for those attrib so if you have more than one the primary attribute would need to be manually set so if the person is a member of multiple assignment groups and you want to use group as a planning attribute you would have to Define which one of those groups is their primary group when determining their capacity the other thing is if you have a a custom planning attribute like location or cost center there must be an association between that attribute and the employee profile record or the user record uh for example location is already on the user record so that was really easy easy to add as a custom attribute which you're going to be seeing in just a moment in our demo but if you have something that's maybe a custom field that you want to use as a planning attribute that uh is not yet in the instance just make sure that you have an association between it and the employee profile record or the user record all right with that I want to go through a brief demo this is a short demo showing planning attributes for resource in capacity in our service now instance we're currently looking at the outof the-box planning attributes that have been defined if we look at the ones that are enabled for resource management there is employee type group skill and roll and then for capacity planning it's just group skill and roll we could create new planning attributes if we wish so if we wanted to add a planning attribute for location we could do that you do have to find the field and so it's going to start at the employee profile record when you're trying to add a new planning attribute so that planning attribute must either be on the employee profile record or you can do walk one level so we can look at any of the fields on the user record to have his planning attributes as well and we're going to choose location and we will save this and then there's some additional pieces that we have to identify as far as the planning attribute columns these have to be added to these specific tables for this to be able to work and and if we add capacity planning to that there's one more table that we have to have a reference field on now just to see some examples of planning attributes for specific users we can see we have group of users here that are all members of the HR benefit team as their primary research group and then each of them also has have roles defined none of them currently have skills defined here one additional thing I wanted to mention when we go back to that this view of the planning rutes you can set them to active or inactive either overall or specifically for things like resource management or capacity planning so let's say we didn't want to use skill at all we would just maybe set it to completely inactive and then we wouldn't uh it wouldn't exist as a planning attribute in our system or if maybe we wanted to use it for resource management to make assignments but we don't want to use it for calculating capacity we could just make it active for resource management and not for capacity management all right so we talked a lot about Persona or a lot about planning attributes and let's move on to the resource and capacity personas in service now so we've got really three primary sets of personas that are going to be using Resource Management within service now and this again depends on your methodology are you using any kind of centralized version in those you definitely will need a resource management if it's fully decentralized it's typically just uh your work owners and potential portfolio managers that will be using Resource Management so I think the key Point here is these different personas are typically going to be using some different workspaces in order to get their work done from a work owner owner perspective your uh demand managers your project managers and your scrum Masters they will either use uh the strategic planning workspace for demand and epic or the project workspace for projects for managing resource assignments then your resource manager will typically be using the resource management workspace and your portfolio manager when they want to see overall for their portfolio is there a capacity issue they'll be using the strategic planning workspace all right so let's start with the work owner Persona so I've identified about three different personas here uh the demand manager the scrum Master product owner or agile work and then the project manager so I didn't want to mention you can still use the classic list and form interface for creating resource assign ments especially in demands and epics you may potentially do that uh but in this particular uh Workshop we're going to be showing the um the next experience uh view so we'll be using strategic planning workspace for demands and epics one thing uh to note about epics is in the out of the boox for you often do not see the plan start and end for epics however with resource assignments these really are are needed um these fields are needed because they determine the time frame what that the resource assignment can be made so you may want to have to add that form or that I'm sorry those fields to your epic the plan start and end date to make sure that you can then uh create your resource assignments for those records and then with projects uh we're going to be using that project workspace all right so let's take a look at how those different personas would be able to add resource assignments to their work items all right this is a demonstration on how to create resource assignments for demands and epics in strategic planning workspace all right we're currently in strategic planning workspace in a portfolio plan for the HR recruiting benefits and training teams all right and what we want to do is create a new resource assignment for one of these demands so we're going to open up the prepare for next year's open enrollment demand from the prioritization tab and then we want to go to resource assignments tab we can see that there are some resource assignments that have already been requested for this particular demand but we want to request a new one for a data scientist so we're going to click on new the start and end date are going to come over as defaulted from the start and end date for that particular demand then we can choose if we have a named resource we can actually put that in the resource field or if we want to request a resource we can identify what attributes we want for that resource so we want to go to HR benefits with a role of data scientist all right then we can choose whatever type either FTE hours or person days we're going to stay with one FTE now then there's also this assignment type field which is user or group if you select group that's really more for scrum teams where you want to take a number of hours or or number of FTE and that will then evenly apply that resource assignment across those FTE so in this case we're really just want a specific user so we're going to select user as our assignment type so we'll click on Save and if we go back to our list of resource assignments we have our resource assignment or the data scientist has been created all right next what we're going to do is show how to create a resource assignment for an epic and it's very similar to demands uh you have to be in the prioritization tab uh of your portfolio plan and find your epic you want to create a resource assignment for select your resource assignments this one doesn't have any yet so we're going to click on new we're going to choose a group of the HR training team but in this case we want to evenly spread this across all members of the group so we're going to choose group as the assignment type and you'll notice these other fields are are now grade out so we have to choose our group so we're choosing the HR training team and we want it to be two FTE so we have f it by default it's going to choose the number of members that are in that group but we don't need to have those users fully dedicated to this particular epic for this time frame so instead we're going to set it two and save the record and when we go back and look at the resource assignments what it's done is it's taken that particular effort of two fds and split it amongst the five members of the HR training team okay so next we're going to take a look at how to use the project workspace so that a project manager can create resource assignments all right this is a demo for creating resource assignments for projects in the project workspace all right back in strategic planning workspace we want to go into the project workspace from one of our projects so we're going to go to the benefit analysis from the prioritization tab and select open project workspace new we could also go through the interface that from the project workspace interface all right now there's a few different ways to assign resources from within a specific project from the planning console you'll notice we have our resource plan slider set to True uh we're going to click on this top summary task and there's a way to display your summary task is to go into your gear and make sure this is over to the right if we click on that it will show us any resource assignments that have been made for the entire project and we have a few that already exist but let's say we want to create a new one here we would just want to request that we have a data scientist added to this particular project so we're going to click on ADD resource and for the group we want to do HR benefits and the role is data scientist and we're going to need that for one FTE for the duration of the project and so we just click out of that and now we have our new resource assignment that can be requested all right the next way that we're going to add a resource is for a specific phase or task within the project so let's say we just need a resource a project another project manager just for the initiation phase what we can do is click on that area uh and then choose add resource here say that we need from HR benefits we need a project manager and we can show that we need that them for one ft just for that time period now additionally if we know the name of the resource that we're going to have for a specific phase or task we can click in on the resource assignes field or doubleclick and actually call out the name of the resource so if we have Paul Martin who's a project manager we could assign him directly to that particular task and you can see that shows up in the lower pane here now if we wanted to add a full group and have the resources spread across that group evenly you could assign a group as the resource to one of these tasks so let's say we wanted the HR training team which is one of our scrum teams we could add them and what it will do is it'll take a moment but it will spr spre out across the team resource assignments associated with this group resource assignment so now we've seen how a project manager can add resource assignments via the project workspace all right so those were some demonstrations on how the work owner whether they're the project manager resource manager uh I'm sorry project manager demand manager or uh scrummaster product owner can add resource assignments to their particular work items but let's now move to the resource manager person so the resource manager is going to be using the resource management workspace and so here are a few different elements of what can be done within that workspace so you can assign one or more users uh based on their planning attributes if it's something where the work owner has requested a resource with specific attributes but not named that resource um uh you can unassign work from an overallocated uh resource you can reassign work from an overallocated resource to a different resource you can also lion item edit uh per week or month the hours within a resource assignment you can approve or unapprove items for that methodology where you just need approval from your resource manager you can do that and then future uh I think as I mentioned with the fully centralized methodology you could assign work based on the work item directly as opposed to waiting for a um a request a resource assignment to come in from the work owner the resource manager will be able to identify based on work that that they're responsible for they can they can identify the resources both from an attribute perspective um and then assign the specific name resource to those uh to those particular work items all right a few notes around inflight items within uh Resource Management workspace so so for uh something that's not yet in Flight making changes is very easy you can basically just go in and edit any of the items um the only thing that will happen if a if it's if an item is edited that's not yet in Flight it will move to pending if it had been an approved uh status but then for these inflight items you can't change the start date of an an assign of an assignment if it's already had um hours that have been uh actual hours that have been logged for that particular assignment uh and you can't change the hours for any of the time periods with actual hours but what you can do is you can still kind of extend the resource plan by changing the end date of the assignment you can change hours for future time periods if it's determined after approval that maybe you needed more hours than you initially thought for a particular resource assignment and the other uh alternative solution is just adding a new assignment for the same resources you can also do that uh again any of the these changes would cause An approved assignment to go back to pending so if it's the work owner that's making that adjustment it would go back basically to the resource manager in that um centralized or partially centralized methodology where they still need to provide approval they see those items go back depending if there were any changes but I guess the bottom line is you can still adjust these items if it if uh actual hours have already been logged to them it just is uh just a little bit more limiting than if there had been no hours locked all right so let's take a look at how the resource manager can use that Resource Management workspace this is a demo of managing Resources with the resource management workspace all right I'm in the resource management workspace as a resource manager and they're responsible for three HR teams the benefits team the training team and the recruiting team they're going to drill into the card for the HR benefits team and I did want to just mention before we kind of get too far into this those cards are completely configurable uh you can then based on uh the different users you can determine what members uh make up those cards could be by group it could be by role it could be by skill it could be a combination so if you're a resource manager responsible for mult multiple teams and you want to have a card that's uh that combines all of the different teams that you're responsible for you can do that and this will see on the on the top pan they'll see a list of all the resources where HR benefits is their primary is the primary resource Group and on the bottom pan is any unassigned work for the HR benefits team that has not yet been assigned to a named user so there are a few different things uh that a resource manager can do from this particular view first off uh we can see that there's an issue with Boyd Noah in the months of May and June he's currently overallocated so if we click on the item on the particular time period we can see what he's working on why he's overallocated and also drill in and see the specific items he's been assigned to and we want to potentially move that one of these items to another resource so we're going to take this update wellness program we can click on the tri dots and reassign that work now you could just unassign it that would make it move back down to the unassigned tasks area but in this case we're going to reassign it and we want to move that to Brandy Newman and when we move that over we can see that now he's at Green and so is Brandy I did also want to mention that um the re the folk the people that were seen as the the people that I could move that resource assignment to they have the appropriate planning attributes Associated to them for that particular work so the work had planning planning attributes Associated to it when a request was made it was initially assigned to Boyd because he was able to fulfill that but when I'm reassigning it's going to just limit it to the people that have those same attributes one of the other things a resource manager can do is if you're using a partially centralized methodology and your work owners can request named resources but not they must get approval from a resource manager to actually be able to use those uh you'll see a status uh within a particular uh resource grouping and right now it's at pending and that is because some of these resource assignments are at a pending status so if we can change those to approved what we will see is at the top of the screen once those are all approved this will move to approved thus indicating to the resource manager that if they are responsible for approving or unapproving of resource assignments their work is done if this if if the status is at approved so next we want to take a look at when your work owners can request a type of resource but actually indicate a named resource the resource manager will see those items in your unassigned tasks area and what they can do then is take one of these resource assignments and actually assign it to one or more users so let's take this particular unassigned task and say assign work and when we click on the users what it'll do is show us any of the users that have that particular um skill set or or that that set of roles or groupings that they would be uh appropriate selections for that particular work so we're going to assign it to Byron Newton click on allocate and it will now disappear from the lower Pane and it will show up here on the upper pane in a pending State and so if we still wanted to go ahead and approve we can do that as well now once you have assigned something to a user one other thing that the resource manager can do is they can make some adjustments line item editing to specific hours within a resource assignment so let's say you know for this particular resource assignment for Byron he didn't really need to have 160 hours in May but he needed to have more hours potentially later on or let's say the first couple couple of months didn't need the full ft the full number of hours so let's move this down to like 120 hours and maybe this one down to hours as well so now that will be reflected in the the overall task effort um but we can see that now we have made those those adjustments there are a few other things you can switch to a weekly view if you wish or a different view uh via fds or person days as a resource manager all right so that concludes our demo of what a resource manager can do in the resource management workspace all right so we have one other demo around this might be a resource manager responsibility it might be a team manager responsib but I did want to show how you can calculate uh basically generate Your Capacity within strategic planning workspace all right let's take a look at how you can calculate your capacity for resources in Sp spw all right I'm currently logged into strategic planning workspace and I'm going to go to my resource capacity area and this is going to show you where you've got your start month and end month of where you want to calculate your capacity and you can then select planning attributes so right now I've got the HR benefits team which I have selected the planning attributes for so you can see it has sh me all of my combinations of that particular planning attribute I've selected and any other attributes so it shows me my five different roles that exist within the HR benefits team and then it's going to show me the FTE for each of those particular roles if I wanted to just look at one particular role I could type that role in try data analyst Your Capacity and now it's just going to show me the FTE the of capacity for that specific combination of group and role now if I had not already generated this capacity there would be a button that would basically ask me to generate at the first possible time but if you already have generated capacity and you have some changes you can simply click on this regenerate capacity to then recalculate that let's say I wanted to calculate my capacity out a little bit further let's go Jan 26 to December 26 and view capacity and you'll see that I don't have any capacity to display I can simply click on generate and that will then based on the number of users within my HR benefits team with the data analyst role we will see their capacity now for 2026 all right just a couple other notes on that we don't currently have a way to automate the generation of capacity but it is definitely something we're looking at as a future functionality within service now all right so next I did want to talk a little bit about reserving capacity outside of the work-based resource assignments I think we've mentioned this earlier uh in the workshop but I just want to focus it on it a bit more so again you can create operational resource assignments to block hours or a percentage of capacity for either groups or individuals so again this is for keep the lights on operational work meetings admin time Etc because typically no user is actually 100% available for your planned work so you want to make sure to block out their time to make it a more um accurate assessment of what capacity they actually have users can still block out their time individually in their my calendar view so if they've got vacation coming up that they know of later in the year um they can basically block that time out um and they will then not see that within their their capacity calculation and then you could use schedules uh to identify how many hours users are working per week now typically you know we we kind of default to an 8 hour day or most of our schedules default to an 8 hour day they're out of the box if you have someone who might be working halftime or just some other part-time maybe 32 hours a week you can adjust their schedule so that when their C uh capacity is calculated it uses that number of hours per week as opposed to something like 40 hours a week all right uh just want to talk about reporting on capacity so there's a couple different major reports that are that are available um so your portfolio manager that Persona will typically be using the capacity planning view from strategic planning workspace to see the capacity for the work within their portfolio we'll show you basically an example of that on our next slide but there are other tables that are available for custom reporting that you can use uh so we've got some different uh aggregate tables for monthly effort and capacity and then a combination table which basically combines all of the different planning attributes so if you're trying to to report on capacity versus effort those are typically the tables that you want to use but then we have some resource aggregate tables these already exist in the classic resource management but they've been uh they continue to work within the new resource management and that's the resource aggregate weekly and resource aggregate monthly where it combines both the planned and actual data either on a weekly or monthly Aggregate and so that is if you're trying to get some um reporting on on um basically your uh planned hours versus your actual hours those are typically the tables that we would recommend using to try to create those reports then like I said here's a screenshot of the capacity planning view for so this is more the port portfolio manager perspective they have a portfolio this is the EV initiatives portfolio and they can see within that uh what are the different planning attributes that they are using so in this case it's uh group and role and then what are the planning items what is the work that actually then is consuming those uh uh that that particular capacity so we can see for this portfolio we have a few items that are in red right now and so your portfolio manager might have to work to either change dates or it might be um necessary to get additional resources to make sure all this work can be done on this time frame if they want if they can't push anything out to to future dates all right so that concludes our discussion on the different personas and how they're going to be using Resource Management uh did want to touch on data migration a little bit and so um we do have capability that's been added to be able to migrate from the current uh service now the classic Resource Management to the new Resource Management um we're not going to go into this too much uh as there is a lot of resources out there that that can kind of show this um and some of you are not currently using the the classic Resource Management so we just wanted to touch on it but there are some basically General recommendations around doing this resource uh this migration of your resource plans to Resource assignments so we'd ask that you you know review our documentation and try to follow some of these recommendations and here is the the link um so there's an overall get started guide to Resource Management that's on the community and we'll be talking about this mentioning it fur future uh further in this in this Workshop but this is the place where we're hoping that you go to when you're going through your resource management journey within service now this is going to be a great resource that's going to combine all the links to the different things like admin setup and migration and usage this particular webinar I think will probably be added to that so just all these different links that will allow you to get a head start on going through your resource management Journey so and we should be uh sharing that link in the chat as well all right so we've done our resource assignments let's say let's say they've been you know approved and so now you know one the major reasons that you might want to use resource management is to identify what are the what are going to be the costs of this labor for your for the work that needs to be done um often that's going to be a major um component to whether something is going to be approved or not uh or whether it's going to take precedence if something is too expensive it might have to be pushed out so let's talk about how labor costs are calculated within service now using Resource Management so first off uh we have a concept of a cost plan in service now so with every work item uh it will generate a cost plan uh this has been extended to epics um but it's already it's been around for with demands and projects for for a long time um so when a resource assignment record is created a cost plan record will be created with those Associated costs and these are really generated in two ways to determine what the financials are so actually so first we want to talk about how the L the cost plans are created so uh there is a UI action a button basically it's either on the financials tab in spw or the financial option within project workspace where you basically click on the button and that will create that cost plan or there is a scheduled job that can run that will generate labor costs uh from the resource assignment so you don't have to do it manually via the UI action it will happen automatically via the scheduled job that's going to run and then the variation in costs are managed by some different methods we have within service now rate models labor rate cards group rates and a default rate and I'll talk in the the next slide exactly kind of how those work all right so it's kind of a rough diagram of the order of operation of how rates are determined within the cost plans for your labor rates so first off we have this concept of a rate model it's basically a set of we call rate lines where we combine a set of planning attributes and based on those planning attributes we determine a cost so it could be a group it could be a group combined with a role it could be a group combined with a location or it could be any combination of those so this table exists you have to make sure that your work item is identified that it's using that particular rate model you can have a default rate model that will then autop populate within your work items but once it it's determined that it's going to use that rate model it looks at the resource assignment and based on the attributes that are part of that resource assignment it will check through the different rate lines and see if it can find a match uh and it will try to find the best match if there are um some items that are more flexible um like if it has let's say you have group and roll but then just a a default one for group if you have the group enroll it choose that one and we'll go through an example of like how it might choose a particular line item in just a moment now if it can't find any rate line within that rate model first it's going to take a look and is there a user or group defined within that resource assignment if it's a user that's assigned there's going to be there's another concept called a labor rate card that's in service now there's really more user specific information that you could just say you know if someone is a contractor if they have a particular role or just some definition around that user that would um that would require that they have a specific rate it will then choose that rate if it didn't find anything in the rate model then if it finds nothing in the labor rate cards or if you haven't defined anything with labor rate cards they will just go ahead and use a default Blended rate for that's that's been defined for your whole system for resources now if it was there was no user associated with the resource assignment there but there was a group on each group record in service now there's an ability to to define a blended group rate for that particular group so if it didn't find something in the in the rate model in the rate lines it would go to the group rate check for that and if there is no group rate again it would go and use the default rate model if there was no group or user at all within the resource assignment uh and it couldn't find something in the in the rate lines it would go directly to that to that uh default rate for the system all right so let's talk a little bit about rate lines and how it uses those so here's an example of a rate model you have a start and end date so you can have time periods that you define for these rate lines so maybe either you know the cost of a resource a type of resource is going to go up later on this year you can basically identify that in your rate lines you can then have different planning attributes in this case it's different criteria such as the group role and location and then based on that combination it can have a specific rate now you can also make something you don't have to use all of your attributes Within These rate lines but you do have to make sure that you set uh if it's not if it's saying any like any location in this case you have to make sure it has an all s that would be captured so if we have a assignment that's going for dbas and someone who has a a role of a DBA that they would get this particular rate regardless of what their location is all right so we'll take a look at a specific one here uh this is a little bit dated that the data is a little bit old but it should uh still qualify so we have a resource assignment that's going to happen between May and August of 2019 and here are the different attributes that were that are associated with that resource assignment and so the one that it picks out is this particular line that shows because it's between May 2019 and April of 2020 it would use that particular rate line and not the rate line starting in May of 2020 and it matched our three particular attributes and so it's going to be 235 an hour for that particular resource so again just something you know if you do need to be very granular about the rates that are available for different resources and as you're creating these resource assignments making sure those rates are accurate um the rate model is I think our best way to do that otherwise if you're not particularly concerned about being that granular you may consider using labor rate cards and group rates or potentially just using that default R okay and so here's a brief demo on calculating labor costs all right this is a demonstration on how you can calculate labor costs in service now so we're going to go to our benefits analysis project where we've created some resource assignments and what we want to do is calculate the labor costs all right so one thing we want to take a look at is you can define whether the labor costs are going to be capital or operating costs based on either the overall project or the project task that they are associated to so if we look at the project here there is a field called expense type I want to take a look at and right now it's set to Opex so that means all the costs associated to the parent project would be operating at each project task level you could also set this to either Opex or capex and then any assignments Associated to that task would take on that particular uh expense type another piece that you'll want to take a look at is the rate model field so you can Define rate models within your instance uh and we're going to select one here we're going to select the group and roll rate model and save our record and so that is going to then use rate model to determine what the cost of those resources are going to be so here's an example of some rate lines that we've defined for that group and rooll rate model so we can see that there's a default rate for the HR benefits team of $100 per hour then the anyone who's has a role of data analyst will be $150 per hour anyone who is a role of data scientist would be $200 an hour so you can then Define these per group per role or whatever other planning attribute you create you can create these rate lines to determine what the rate of those users would be um if you do not have any matches within your rate lines it'll take a couple of different Pathways that we've shown uh in our slides let's go back to our project all right so we're going to go to the financials Tab and in order to then calculate your labor cost what you do is click on this generate labor cost button you can see that the cost plans are split out by resource rooll and then there's a cost type of Opex because we had set that as the expense type for our project and if you do the calculations you can see that some of the resources are more expensive than others based on that particular labor rate card that was created for them all right so that's how we would calculate costs or labor all right the next thing we want to then talk about is is how do you track actuals within your system you've created these resource assignments you've planned out the work well now you want to see that the work when the work is actually taking place how do users identify that they you know how many hours they've spent and how does that impact your actual costs so some key terms with time management this is this is what you'd be able to use to be able to uh identify the actual time and actual costs so we use time cards uh and time sheets for this and so it has its own process of you have a time sheet portal where users would typically enter their time and then you'd have approvers and different policies on who would be able to approve that time um and this would all go within you know basically they would be different time cards for each task that would go into an overall time sheet so just a few things about time management these time sheets are submitted on a weekly basis and they can be entered against a few different types of Records they could be something that's assigned to you where you're in the assigned to field for your particular time period if you have a resource assignment that is assigned to you for a time period you'll also be able to track time against that you could track time against uh other tasks things that have been assigned to your group or things like keep the lights on or meetings or adminin you can track those within the time G portal or you actually do have the ability to if there's unassigned work or work that has not specifically been assigned to you or a resource assignment but you end up working on it you can still uh add a time card for that particular set of work then it would be up to the approvers to determine whether or not you should be uh entering the time for that work and then the way the actual costs are calculated are very similar to what we just showed with calculating the costs for the planned work um it's going to be using those uh rate cards those those rate Lines within the rate models if those exist and then otherwise it could use labor rate cards or that default rate to set set how much the actual cost would be uh because a user is already always identified within a time time card um you won't have to worry about the group rates in that particular instance all right so let's take a look at a quick demo on capturing actual hours and actual labor costs this is a short demo on capturing actual hours and actual labor costs in service now we're logged in as Bonnie Neil who's one of our team members and she needs to track some time against a project that she's been working on because Bonnie has a resource assignment associated with the update wellness program that is within this week's time frame she will be able to add this to her current time sheet you can also see these any items that are assigned specifically to Bonnie or assigned to one of Bonnie's groups will show up uh within this particular view if they are there so she's going to add this to her time sheet she's going to log some hours and then she's going to go ahead and submit this particular time sheet you also notice that there is a specific resource plan Associated uh to this assignment and so that's how it's going to track the actual hours all right we're back in as our system admin and we found the time card that's currently pending approval and so we're going to go ahead and approve that and then we're going to go into the project right we'll go to the expense line area within the project and we can see the expense line that was generated from the time card that Bonnie just submitted and we can set that to processed and one of the best ways to see how the actual hours have rolled in is to go to the analytics tab of the project and scroll down to the confirmed versus actual hours and we'll see the actual hours that have been logged for Bonnie or any of the other users Associated to the project and you can also see in the this particular widget that uh you can see the allocated versus actual hours as well and the uh for for any resour resources that are working on that particular uh work item all right so I mentioned this earlier when we talked about uh migration of from the uh classic Resource Management to the new Resource Management within service now but just again want to uh to emphasize this would be your single source for information around the new Resource Management Service now this community article so I would say bookmark that link if if you are interested in resource management and go through there's a lot of material there different uh webinars we've done uh different documentation that's been done I know my colleagues have worked a lot uh Louisa tide has done a lot of work on uh some of the admin steps to set things up and also the migration path so U definitely take advantage of that particular article all right with that let's go to Q&A so I guess uh we could either answer some questions live or um people can potentially even come off mute if they want to ask their questions what do we have out there right now we do have I would say on four open questions so let me go through them okay I think I can see them too now yep go ahead oh yeah go ahead go ahe okay so we got a I have a question from Leah here uh on allocations if a resource manager adjusts an overallocated user to service Now notify the work owner uh the question is not out of the box but it could certainly be configured a notification could be very easily configured as a platform capability to be able to do that and I think we've talked about you know that might be a future functionality that we might see and then can a resource manager partially fill a resource request so um it's a little bit tricky you you can um from the workspace if you're going to partially fill what you would do um is you might need to assign to multiple users and then unassign from one of the users um because the thing is once you have that resource assignment and assignment to a user if you adjust those hours it's not splitting it out it's basically really just um uh changing the hours of that particular resource assignment so um that's something we might want to take away is like what is the best way to just partially assign um but for now um and I don't know if any of the other uh product managers on the call have have a little bit better answer yeah go ahead L Rob L here yeah if you try to assign someone there is no hours and enough the system assign what's possible uh but yeah to do the assigning without that yeah you need to do the assignment then adjust manually at the moment but yeah if you cannot like over locate more than 24 hours the system is going to block you okay in that case that's a great call yeah thanks Lou so yeah so yeah I think just to reiter said if you do yeah assign to a user that's already overallocated it will split uh the resource assignment automatically so it only will assign that user what they can do and then you would have the rest of that resource assignment uh that you would then have to assign to a different user all right uh next question is from Michelle uh and the schedule can be assigned to the user through the schedule related list on the CIS user table that's the question as the schedule field that is directly on the table is already used for on Call schedules um yes it's on the uh the user record um that on the user record the schedule field there is what you would use to define their schedule um I guess if you're already using on call um that's another very good question um not quite sure how the system is goingon to going to manage it if you already have your on call schedule hopefully those would be identical um but uh yeah is that that another that's another question um Lis or someone else one of the other product managers any idea with the with the schedule that it might be using that that on call schedule with already on their user record yeah it's not possible to have two scles at the moment uh but normally um the on call sced should cover your working hours as well I believe so as ideally to have a schedule that cover both would work but yeah you cannot have multiple schedule to the same user okay okay looks like Chris is typing an answer to this one but maybe we'll answer it live from Greg is it possible to do a roll up with actuals capacity and allocated so a senior leader could run a report seeing how things look in a certain Management Group um I believe that is possible via those uh aggregate tables um and so Chris you can correct me if I'm wrong there you you are not wrong also with the um it's either the with the August release um we are also going to on Resource Management workspace be showing and in Project workspace be showing actual and schedule in the uh lower trays or lower tray of PR workspace array of uh Resource Management workspace fantastic all right so uh next question I think B is answering it but we can answer live do the actuals from time cards and expense lines tie together the resource assignments and labor costs they do um I think right now it's using there so we mentioned that the the classic Resource Management uses resource plans so resource plans aren't actually going away with the new Resource Management uh they're being more they're more of a system record they're kind of we're kind of recommending they be hidden um but they're still kind of being used and being created automatically based on the resource assignments currently your time cards will reference those resource plans I think there is a future uh uh plan to actually make it reference the resource assignments but I think you may be able to yep August you can tie your time sheets directly to Resource assignments perfect okay all right so let's see next question is from Kevin how do you soft book specific resources when using resource assignments so we mentioned there's not really a concept of soft booking um I don't know is that something Chris did have we anything there around I think we we've kind of heard this question a few times yes so to two things on that one is the current number of states that we have based off of feedback we are absolutely open to increasing that formally and having you know a fourth state um currently without having a fourth state you would have the ability to set a flag on either a resource task or an individual assignment on a task that says some sort of like flag it for ready for review or or whatever you want so there there will be an option in November without having a formal for fourth state and we are open to adding a formal forth State down the road based off of feedback hope hopefully that makes sense and looks like Michelle uh I think you're having a specific issue so maybe um we can uh uh take that uh via answering uh in the Q&A uh mechanism maybe I just allowed Michelle to oh sure mute let's have some open conversation Michelle if you're there you just have to uh can you hear me oh y now we canar yeah so always in Resource Management on call SC schedules are generally always different than your Resource Management schedule because that's identifying the hours in the evening they're available right but they're not available for normal work they're just available for emergency situations so generally your on call schedule is always different from your resource management schedule so what we had to do with the old resource management is the schedule field that lies directly on the CIS user table that was reserved for the on call schedule and then there's a related list for schedules and that's where we applied the Resource Management schedule to the user and I'm having capacity issues so I didn't know if that was still supported or if that is no longer supported it's a very very good question um I think we need to follow up on that yeah need to follow up on that one okay all right and I'll test it too I'll try to to the primary schedule and see if it takes care of my capacity issues but um that's the only thing I have left I don't know what else it could be so okay thank you I appreciate it y all right so we gota have an anonymous attendee ask a question uh is there a way to manage out of office of a resource or should we do operational plans so in this case it's a little bit difficult like when you're trying to do your planning out during the course of the Year sometimes those out of office things are not known yet uh so like I would recommend if if you know it if it's really granular you can use the my calendar function for a specific user to mark an out of office so this can be really useful if like maybe now I already know you know in the holidays or later in the year that I'm going to be out of the office I can set that into my calendar and that would impact the your you know basically subtract from your from your availability um but if it's something that you don't know you don't know what you don't know you could just take a percentage of people's time and just uh set it to out of office using an operational plan um where they they would basically kind of just assume that a certain amount of out of office time would be taken during the course of a year now again it's not going to hit you you know it's it's not going to be granular you might lose like so for those particular weeks something where you know someone would be out of the office the the capacity might be a little bit inaccurate but at least it's setting a more reasonable uh estimation for you know kind of down the road what they truly are going to be available so if if you do block out you know maybe 5% of their time for out of office for the rest of the year that would subtract it from each time period the rest of the year so that's again like I said you know people are not going to be taking vacation every every uh every time period but at least it's going to be more accurate from an overall hours perspective um to help you estimate what you're trying to do with your with your uh with your planning all right don't see any other questions right now got a couple more minutes left if anyone has any final questions you could ask live if you'd like to be uh be on the recording or feel free to to send it in the Q&A window all right well if not I did want to throw the slide back up quickly for our future webinars and 360 exchanges um really would love to see you sign up for these and uh participate um and then uh with that I'd like to thank everybody