Contents IT Service Management Previous Topic Next Topic Coaching overview Subscribe Log in to subscribe to topics and get notified when content changes. ... SAVE AS PDF Selected Topic Topic & Subtopics All Topics in Contents Share 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. Set up Coaching roles and groups Define a coaching moment Identify learning content and a virtual coach Set up surveys 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. Coaching Dashboard Trainee Dashboard 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 Reassignment 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 Approval Implementation 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 ManagementIn 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 ManagementYou can assign KB articles as recommended learning for the coaching opportunity. Domain separation and CoachingThis is an overview of domain separation and Coaching. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can then control several aspects of this separation, including which users can see and access data. On this page Send Feedback Previous Topic Next Topic
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. Set up Coaching roles and groups Define a coaching moment Identify learning content and a virtual coach Set up surveys 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. Coaching Dashboard Trainee Dashboard 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 Reassignment 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 Approval Implementation 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 ManagementIn 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 ManagementYou can assign KB articles as recommended learning for the coaching opportunity. Domain separation and CoachingThis is an overview of domain separation and Coaching. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can then control several aspects of this separation, including which users can see and access data.
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. Set up Coaching roles and groups Define a coaching moment Identify learning content and a virtual coach Set up surveys 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. Coaching Dashboard Trainee Dashboard 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 Reassignment 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 Approval Implementation 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 ManagementIn 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 ManagementYou can assign KB articles as recommended learning for the coaching opportunity. Domain separation and CoachingThis is an overview of domain separation and Coaching. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can then control several aspects of this separation, including which users can see and access data.
