Key Features

• Shift and Group Management: Shift admins create shift and group templates, assign roles, and define escalation triggers. Shift managers create shifts, manage membership, and design escalation processes.
• Roster Member Capabilities: View on-call schedules and team members, specify availability and preferred contact methods, submit time-off requests, and refer coverage to others.
• Time-off and Coverage Management: Shift managers review and approve or reject time-off requests, resolve schedule gaps, and provide coverage as needed.
• Escalation Policies and Notifications: Create custom escalation trigger rules and configure notification preferences for teams using multiple communication channels such as Slack, Microsoft Teams, mobile push, SMS, and voice messages.
• Reporting and Performance Tracking: Shift managers can view escalation, group, and performance reports to monitor team effectiveness.

Practical Benefits for ServiceNow Customers

• Streamlined Scheduling: Efficiently create and manage shifts, rotations, and responder levels within Service Operations Workspace.
• Improved Communication: Utilize multiple delivery channels for notifications to ensure timely on-call escalations and acknowledgments.
• Enhanced Team Collaboration: Enable roster members to manage availability and time-off requests, facilitating better shift coverage and reduced scheduling conflicts.
• Customizable Escalation Processes: Tailor escalation rules and paths to match organizational needs, improving issue resolution workflows.
• Administrative Control and Visibility: Managers gain comprehensive tools to oversee scheduling, coverage, and team performance reports.