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Coaching overview

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Coaching overview

Once Coaching is enabled, set up roles and groups, define coaching moments and learning, then start assessing employees and providing coaching. The Coaching Dashboard and Trainee Dashboard provide simplified views to manage and measure results.

Initial Coaching setup

Once Coaching has been enabled, set up the application by assigning user roles and configuring coaching moments and learning content.

Workflow of Coaching roles

An employee with the Coaching Trainee role is in need of coaching for a critical moment in a process.

An admin with the Coaching Admin role is in charge of setting up coaching opportunities, learning content, virtual coach, and surveys used in the coaching process.

A manager, or coach, with the Coaching Coach role is a subject matter expert of a process and is responsible for providing coaching to an employee, or trainee.

Coaching dashboards

Use Coaching dashboards to manage and measure results in a simplified view.

Identifying coaching opportunities

Coaching opportunities can be found in many tasks that occur throughout your environment.
  • Writing better work notes when service desk escalates incidents to a second level.
  • Correctly setting the affected configuration item when the service desk works on incidents.
  • Using the correct naming convention for admin in update sets.
  • Coaching during the onboarding and the warranty period of a new application.
  • Correctly reassigning a case to another user instead of reassigning blindly without adding comments.
  • Engaging a user on closed records when less positive feedback is received through surveys.
  • Spot checking a user on quality control.
  • Helping guide project managers in projects.
  • Improving knowledge article quality when knowledge articles get attached to resolved incidents.

Common ITSM coaching moments

When trainees work through an ITSM process, such as resolving an incident, those activities can be defined as coaching moments.

Table Coaching moment
Incident Moment of first response
Categorization and prioritization
Proposal of solution to the customer
Problem Definition of the Problem statement
Writing the Known Error
Writing the Workaround
Root Cause Analysis
Root Cause confirmation
How can this be avoided?
Change Categorization and prioritization
Implementation description
Risk analysis
Impact analysis
Post implementation review

Integration with other applications

Coaching opportunities, coaching assessments, and recommended learning in Coaching are integrated with these applications.
  • Continual Improvement Management (CIM)
    In a coaching opportunity, you can use improvement initiatives to set up external training tasks, for example.
    Note: The Continual Improvement Management (com.sn_cim) plugin must be active to create an improvement initiative. Continual Improvement Management requires a separate subscription and must be activated by ServiceNow personnel.
  • Skills Management

    In a coaching assessment, you can assess trainee skills to identify gaps so the trainee can be coached to acquire new skills, or to enhance their existing skill level.

  • Knowledge Management

    You can assign KB articles as recommended learning for the coaching opportunity.