---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/it-service-management

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Overview

# Coaching overview {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 min. de leitura

After you enable Coaching, you can set up roles and groups, define
coaching opportunities, create training material, and start assessing and coaching employees. The
Coach and Trainee dashboards provide useful overviews to manage and measure results.  
Nota:  
For detailed information on how to get started with Coaching, see [Coaching](https://servicenow-prod.fluidtopics.net/UNQuTEoynnzThD9UwtDhGw "Use ServiceNow Coaching to monitor your teams' performance and coach your employees to improve their skill set.") and the [Coaching demo](https://www.servicenow.com/community/itsm-blog/servicenow-coaching-module-demo/ba-p/2332545).

## Initial Coaching setup {#coaching-overview__section_ypd_fzc_gfb}

Once you have enabled Coaching, set up the application by assigning user roles, configuring coaching opportunities and creating training content.

1. Set up Coaching [roles](https://servicenow-prod.fluidtopics.net/TKYkHflSj_P~LhOPe8Jinw "Assign Coaching roles to specify what different users can see and do.") and groups
2. [Define trigger conditions for a coaching opportunity](https://servicenow-prod.fluidtopics.net/1~gZIRKnXVf7ZI~h~dEWsA "Use the Coaching Opportunity form to define a critical moment in a process on which a user can be coached. A coaching opportunity consists of the relationship between a process that can be improved, and coaches and trainees.")
3. [Identify
   learning content and a virtual coach](https://servicenow-prod.fluidtopics.net/W8B4qYa6mgB~VNAgHZ9idA "Define filters and add course items for automated virtual coaching. When a coaching assessment is triggered, the course items are automatically attached to the assessment.")
4. Set up [surveys](https://servicenow-prod.fluidtopics.net/NQ46MUGmLD7S3eGRphCpxw "To take full advantage of Coaching, configure the Coaching application and set up surveys.")
{#coaching-overview__ul_sgw_nbd_gfb}

## Workflow of Coaching roles {#coaching-overview__section_cpl_nzc_gfb}

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

An administrator with the Coaching admin role is in charge of setting up coaching
opportunities, learning content, virtual coaches, 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 {#coaching-overview__section_yml_kb3_tfb}

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

* [Coaching
  Dashboard](https://servicenow-prod.fluidtopics.net/0tgNvMYvwg7p4oLkMTuBdw "A manager, or coach, is a subject matter expert of a process and is responsible for providing coaching to an employee, or trainee. Use the Coach Dashboard to manage and measure the effectiveness of your coaching.")
* [Trainee Dashboard](https://servicenow-prod.fluidtopics.net/SQm0PGL9ikHoaw3phRLxsg "Employees, or trainees, are assessed on work they have done that has triggered a coaching opportunity. Once assessed, the trainee is assigned training by the coach. Use the Trainee Dashboard to manage your assessments and track results.")
{#coaching-overview__ul_wlb_pb3_tfb}

## Identifying coaching opportunities {#coaching-overview__section_h3z_3bd_gfb}

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 affected configuration items 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 with pertinent information in comments.
* Engaging a user on closed records when non-positive feedback is received through surveys.
* Spot-checking a user on quality control.
* Helping to guide project managers in projects.
* Improving knowledge article quality when knowledge articles are attached to resolved incidents.
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## Common ITSM assessment triggers {#coaching-overview__section_b5h_3cd_gfb}

You can define activities that occur when trainees work through an ITSM process, such as
resolving an incident, as assessment triggers.
{#coaching-overview__table_ntw_lcd_gfb__entry__2}

| Table | Assessment triggers |
|-|-|
| Incident | Moment of first response |
| Incident | Categorization and prioritization |
| Incident | Reassignment |
| Incident | Proposal of solution to the customer |
| Problem | Definition of the Problem statement |
| Problem | Writing the Known Error |
| Problem | Writing the Workaround |
| Problem | Root Cause analysis |
| Problem | Root Cause confirmation |
| Problem | How can this issue be avoided? |
| Change | Categorization and prioritization |
| Change | Implementation description |
| Change | Risk analysis |
| Change | Impact analysis |
| Change | Approval |
| Change | Implementation |
| Change | Post implementation review |
[ ]

{#coaching-overview__table_ntw_lcd_gfb}

## Integration with other applications {#coaching-overview__section_epg_wf3_tfb}

Coaching opportunities, coaching assessments, and assigned training in Coaching are integrated with these applications.

* [Continual Improvement Management](https://servicenow-prod.fluidtopics.net/Dghf6r4l_ydfRWFvw0cJWw "Use the ServiceNow Continual Improvement Management (CIM) application to request improvement opportunities, and implement phases and tasks to meet performance goals, track progress, and measure success.")  
  One example of a coaching opportunity with CIM would be to use improvement initiatives to set up external training tasks.  
  Nota:  
  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](https://www.servicenow.com/docs/access?context=skills-management&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US)

  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](https://www.servicenow.com/docs/access?context=create-knowledge-article&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US)

  You can assign knowledge articles as assigned training.
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* **[Domain separation and Coaching](https://servicenow-prod.fluidtopics.net/mitXwzt9QcV2uG1wZ8hgqQ)**   
  Domain separation is supported in Coaching. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.