Using Skills Management

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Using Skills Management

    The Skills Management dashboard in ServiceNow Yokohama release helps organizations analyze skill competencies, identify skill gaps, and plan targeted coaching or training. It enables skill managers to match users and teams with the right skills for tasks and projects, ensuring efficient work assignments based on skill proficiency.

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    Accessible via Skills > Dashboard, the dashboard offers comprehensive reports including skill competencies of users, skill requirements of tasks, and organizational skill gaps. Reports can be filtered by skill category for focused insights.

    Key Features

    • Skills Matrix: Multi-level pivot table to view user competencies by group or skill.
    • Top 10 Skills Used: Bar chart highlighting frequently used skills and their users over the last six months.
    • Tasks Associated with Skills: Bar chart showing tasks linked to specific skills.
    • Users with Skills: Bar chart displaying the number of users assigned skills per category.
    • Skills in Category: Bar chart showing total skills available in a selected category.
    • List of User Skills: A list detailing each skill and the count of users possessing it.

    Benefits for ServiceNow Customers

    • Build and manage teams aligned with organizational skill requirements.
    • Gain visibility into employee skill levels and track proficiency trends over time.
    • Identify skill gaps to develop targeted learning programs and coaching strategies.
    • Optimize project assignments by matching user skills with task requirements.
    • Evaluate and improve how skills contribute to solving business needs.

    Use the Skills Management dashboard to analyze trends in assessing skill gaps in your organization and plan for coaching or training of your employees based on needs. Identify users and teams who have the right skills to work on tasks and projects.

    The Skills Management dashboard provides comprehensive reports on skill competencies of users, the tasks that require those skills, and skill gaps you can address to fulfill your organizational needs.

    You can access the dashboard by navigating to Skills > Dashboard.

    Figure 1. Overview and Skill Matrix tab
    Skills Matrix
    Figure 2. Skill Taxonomy

    You can filter these reports based on the skill category and view reports for each category.

    Skill Taxonomy

    End user and roles

    End user and goal Required role
    As a skill manager, you can:
    • Build your teams based on the skill set your organization needs.
    • Have visibility into skill competencies of employees.
    • Analyze skill gaps and plan for coaching or training of your employees based on the needs.
    • Identify users who have a specific skill or belong to specific skill categories.
    • Track skill proficiencies of users over time.
    • Identify key skills being used in solving your business needs and the users with those skills.
    • Build learning programs based on skill strengths, weaknesses, preferences, gaps, and risks identified for your organization.
    • Build teams based on skills you need to complete projects.
    • Evaluate how effectively users solve business needs using their skill competencies and provide feedback to implement improvements.
    • Review how efficiently work assignments are made based on skill levels.
    • Match user skills with skills needed to complete work items and assign projects to teams based on those skills.
    		 skill_manager

    Data visualizations

    Title Type Description
    Skills Matrix Multi-level pivot table representing skills matrix

    Multi-level pivot table
    • View competencies for all users in a particular group.
    • View the competency of all users for a particular skill in a group.
    Top 10 skills used in the last six months Bar chart representing top 10 skills used in the last six months

    Bar chart

    		 Identify the top 10 skills that are in use and which users have those skills.
    Tasks associated with skills Bar chart representing number of tasks with skills assigned to them

    Bar chart

    		 View the number of tasks that have skills assigned to them. The example report shows data for the last six months.
    Users with Skills Bar chart representing users with skills

    Bar chart

    		 View the total number of users with skills assigned in each skill category.
    Skills in Category Bar chart representing the total number of skills in a selected category

    Bar chart

    		 View the total number of skills in the selected category.
    List of user skills Number of users available for each skill

    List of skills with total count of users for each skill

    		 View number of users available for each skill.