Using the Capacity Console

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Using the Capacity Console

    The Capacity Console in ServiceNow Yokohama release is a powerful tool for monitoring, managing, and optimizing resource capacities across territories and demand channels. It provides a clear, visual representation of capacity utilization that helps capacity planners make informed, data-driven decisions to enhance operational efficiency. To use this console, theField Service Advanced Capacity and Reservations Managementplugin must be activated.

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    Key Features

    • Comprehensive Capacity Views: Offers detailed visualizations via two main perspectives:
      • Territory View: Shows resource capacity for specific territories along with their impacted demand channels, highlighting planned, allocated, and forecasted capacities.
      • Demand Channel View: Displays demand channels with associated territories, providing insights into demand and capacity relationships.
    • Customization Options: Enables tailoring of the console to organizational terminology and needs, including:
      • Setting and customizing capacity utilization thresholds (underutilized, optimal, overutilized) and corresponding color codes.
      • Saving filter preferences for quicker access in future sessions.
      • Modifying calendar capacity data parameters to prioritize specific metrics or add new fields.
    • Advanced Filtering: Provides customizable filters such as territory, demand channel, grouping, units (hours or tasks), and thresholds to refine data views for targeted analysis.
    • Calendar Features: Allows flexible viewing of capacity data over adjustable date ranges with default week and two-week views. Note that manual refresh is needed to update calendar data after changes.

    Practical Use Cases

    • Resource Allocation: Identify underutilized territories and reassign agents to optimize resource distribution.
    • Demand Forecasting: Use the two-week calendar view to anticipate future demand and proactively adjust resources.
    • Bottleneck Resolution: Focus on overutilized territories to alleviate capacity constraints.
    • Demand Channel Analysis: Gain insights into capacity and demand from the demand channel perspective for tailored resource management.

    Benefits for ServiceNow Customers

    The Capacity Console enables real-time visibility into resource availability and capacity utilization, helping organizations quickly identify bottlenecks and adjust resources efficiently. This leads to improved operational efficiency and better alignment of resources with demand, ultimately supporting proactive capacity planning and optimized field service management.

    The Capacity Console is a tool designed for monitoring, managing, and optimizing resource capacities across territories and demand channels.

    It provides an intuitive, visual representation of capacity utilization, empowering capacity planners to make data-driven decisions and improve operational efficiency.
    Note:
    To use Capacity Console, you must activate the Field Service Advanced Capacity and Reservations management (com.snc.fsm_advanced_capacity_management) plugin. For more information, see Activate Field Service Capacity console.
    Comprehensive capacity view
    The Capacity Console offers a detailed and visual overview of capacity utilization. Key views include:
    • Territory view:
      • Displays resource capacity data for specific territories, with impacted demand channels listed underneath. For more information, see Create a Field Service territory.
      • Provides insights into planned, allocated, and forecasted capacities.
    • Demand channel view:
      • Highlights demand channels at the top, with impacted territories listed underneath. For more information, see Create a demand channel.
      • Offers visibility into demand channels and their associated capacities.
    Customizing the Capacity Console
    Tailor the Capacity Console to align with your organization’s needs.
    • Set thresholds: Define thresholds for capacity utilization quickly to identify areas needing attention. The following are the example thresholds. However, you can customize them as your business terminology and needs.
      • Underutilized: Below capacity limits.
      • Optimalutilized: Efficiently using resources.
      • Overutilized: Exceeding capacity limits.
      Note:
      You can also customize color codes and legend labels to match your business terminology and clear categorization.
    • Save filter preferences: Save your chosen filter settings for quick and easy access in future sessions.
    • Customize calendar capacity data parameters: Update the calendar to prioritize specific metrics:
      • Replace existing metrics (for example, "Used Capacity" with "Unused Capacity").
      • Add new fields using the Application Field Set: Capacity Console events fields. For more information, see Activate Field Service Capacity console.
    Refining data with the filters
    Customizable filters at the top of the console enable for tailored data views.
    • Default Filters: Preselected filters display the most relevant data for quick insights.
    • Custom Preferences: Adjust and save filters to suit specific business needs.
      • Territory filter: Focus on specific territories to understand their capacity and demand.
      • Demand channel filter: Refine data by additional parameters like demand channels.
      • Group By filter: Group data by demand channel or territory.
      • Unit filter: View capacity in terms of hours or tasks (for example, focusing on underperforming territories for a given week).
      • Advanced filter: Use thresholds to analyze data. Example, selecting UnderUtilized displays capacities below 25%.
    Calendar features
    The calendar in the Capacity Console provides flexible options to view and analyze data over time:
    • Flexible Date Ranges: Adjust calendar settings to view data for specific timeframes, enabling better planning and trend analysis.
    • Default Views:
      • Week view
      • Two-Week view
    • Manual refresh required: Actions that impact calendar data, such as changes made in the Capacity Console or platform, require a manual refresh to display the latest data.

    Use cases

    The following are a few use cases for the Capacity Console
    • Resource allocation: Identify underutilized territories using filters and reassign agents from low-demand territories to nearby high-demand territories.
    • Demand analysis: Use the Two-Week View to forecast future demand and make proactive resource adjustments to meet anticipated needs.
    • Advanced filtering: Focus on overutilized territories to resolve bottlenecks and Analyze optimally used territories to maintain efficiency.
    • Demand channel insights: Analyze capacity and demand metrics from a demand channel perspective and provide tailored data views for specific customer needs.

    Visual overview of the Capacity Console

    The following snapshot illustrates the Capacity Console, showcasing:
    • Territories (for example, Aurora and Chicago).
    • Demand channels (for example, Copper Install and Copper Repair).
    • Weekly capacity metrics, including demand, allocated capacity, and unused capacity.
    Capacity Console showing territories like Aurora and Chicago across demand channels with a week-view of capacity metrics.