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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.

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.

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 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.

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Coaching overview

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.

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 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.

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Coaching overview

Coaching overview

Initial Coaching setup

Workflow of Coaching roles

Coaching dashboards

Identifying coaching opportunities

Common ITSM coaching moments

Integration with other applications

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Coaching overview

Coaching overview

Initial Coaching setup

Workflow of Coaching roles

Coaching dashboards

Identifying coaching opportunities

Common ITSM coaching moments

Integration with other applications

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