Defining Skills


Overview

Tasks

Included with

Tivoli Service Desk

Overview

Skills

Skills indicate the areas of special knowledge and experience for each of your help desk analysts or groups of analysts. You describe skills by using the same SCIM hierarchy and problem types that are used to describe calls and problems. For more information, see Maintaining the SCIM hierarchy and Maintaining Problem Types.

Skill-based problem transfer

To enable help desk analysts to transfer problems to analysts experienced in a particular kind of problem, you need to do two things:

Add Skill dialog box

Use the Add Skill dialog box to define skills for users and groups. For more information, see Defining a skill.

To access the Add Skill dialog box:

  1. Do one of the following:
  2. Below Skills, choose Add.
    Result: The Add Skill dialog box appears.

Tasks

Defining a skill

Describe skills by using the same SCIM hierarchy and problem types used to describe calls and problems.

Only a system selection is required to define a user or group skill. Tivoli Service Desk assumes help desk analysts or groups are experts in all components at any levels that are left empty.

Example: If you select Software as the system and leave the remaining levels empty, this indicates the help desk analyst or group can be expected to solve all software problems. If you select Software as a system and Notes as a component, this indicates the analyst is an expert on Lotus Notes software.

To define a skill:

  1. In the Add Skill dialog box, from the System, Component, Item, Module and Problem Type lists, make selections that describe a kind of problem the help desk analyst or group is experienced in solving.
  2. Choose OK.
    Result: The skill is added to the Skills list in the dialog box where you chose Add to begin defining the skill.