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Configuring skills

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Configuring skills

Create skills, identify the type of skill level it belongs to and associate skill levels for each type to define skills for your users consistently across your organization. For example, you can add French as a skill, language as the skill level type, and familiar, proficient, and expert as the skill levels.

Identify all skills you currently have and would need across your organization to begin implementing skills. For example, if you are using Customer Service, you may have agents who have Java as a technical skill and you may need agents who have experience in network administration. If you are using Human Resources, you may have employees who have coaching as a skill and you may need employees who can get new hires on board.

Associate each skill you have identified with a skill level type. For example, you can associate Java with programming as the skill level type and coaching with leadership as the skill level type.

Define skill levels for each type you have identified. As an example, you can use familiar, proficient, and expert as skill levels for the Java skill level type and beginner, intermediate, and advanced as the skill levels for the coaching skill level type.

Define skill taxonomy

Organize related skills into categories and subcategories so that you can manage skills and create reports quickly and efficiently.

Before you begin

Role required: skill_admin

About this task

A skill category can contain parent and child categories that together create a category hierarchy. You can add skills to the lowest category in the hierarchy.
You can build your skill taxonomy from scratch or use the sample data provided with your application.
Figure 1. Skill Taxonomy
Skill Taxonomy

Procedure

  1. Navigate to Skills > Skill Taxonomy.
  2. In the Skills Categories list, click New.
  3. In the Name field, enter a unique name for the category.
  4. (Optional) In the Parent field, select a parent category.
  5. Right-click the form header and click Save.
    The category is added to the Category Hierarchy.
  6. Do one of the following:
    To addDo this
    Subcategories
    • In the Child Categories related list, click New.
    • In the Name field, enter a unique name for the category.
    Skills
    • Enable the Add Skills check box.
    • Right-click the form header and click Save.
    • In the Skills related list, click New.
    • In the Name field, enter the name of the skill.
  7. Click Submit.

Create skill categories using sample data

Onboard your team quickly using the skill taxonomy framework provided with your application.

Before you begin

Role required: skill_admin

About this task

The sample data provides 150 records that you can use to get started with to build your skill taxonomy.

Procedure

  1. Activate the Skills Library Data for Skills Management (com.snc.skills_management.seed_data) plugin.
  2. Navigate to Skills > Skill Taxonomy.
  3. In the Skill Categories list, review each category and set the Add skills field to true for all skill categories you want to add to your application.

Define a skill level type

Define skill levels (for example, beginner, intermediate, advanced) for different skill level types (for example, a language or an IT certification) and then associate skill levels to users and define skill levels and types required for tasks.

Before you begin

Role required: skill_admin or admin

Procedure

  1. Identify skill level types.

    You can group skills that belong to the same category into a skill level type. For example, you could use language as the skill level type if Japanese and French are defined as skills. Take an inventory of every type of skill your organization needs.

  2. Add skill level types, define skill levels, and associate them with a skill level type.
    After you add a skill level type, you can define different levels for that type of skill. For example, if you add language as a type of skill, you can associate familiar, proficient, and expert as skill levels. When you select French, for example, as a skill for a user, you will be able to define the user's skill level for French as either familiar, proficient, or expert.
    1. Navigate to Skills > Skill Level Types.
    2. Click New.
    3. Enter a name and description for the skill level type and then right-click the form and click Save.
    4. To associate skill levels with this skill type, add a name and value for the skill level.
      The value is used to measure skill gaps. For example, if you give a value of 10 for a skill level defined as proficient and a value of 25 for a skill level defined as expert, when you create a skill report to measure gaps, you will see a value of 15 as a measure for the skill gap.
  3. Click Submit.

Example

The example below shows a system administrator creating the skill level type Language, adding the skill level Proficient to that type and associating a value for the level.

Skill Level Type

Add a skill

Create skills to specify the competencies of your users and associate them with sub skills, users, and configuration items.

Before you begin

Role required: skill_admin or admin

Procedure

  1. Identify skills.

    Take an inventory of all skills you currently have and would need across your organization. For example, if you are using Customer Service, you may have agents who have Java as a technical skill and you may need agents who have experience in network administration. If you are using Human Resources, you may have employees who have coaching as a skill and you may need employees who can get new hires on board.

  2. Add skills.

    You can associate each skill with other skills, users, or configuration items. You can assign users to tasks or projects, or identify employees with specific skills using these associations.

    1. Navigate to Skills > All Skills.
    2. Click New.
    3. Enter a name and description for the skill and then right-click the form and click Save.
    4. To associate sub skills to the skill, click the Contains Skills tab and create a new skill or add an existing skill.
      The sub skill is automatically inherited by the user or group that contains the associated skill.
    5. To specify skills for users, click the Users tab and create a new user for the skill or add existing users.
    6. To associate the skill with configuration items, click the Model tab and add one or more configuration items.
  3. Click Update.
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