Skills Matrix for Technicians
The idea would be to have a set of defined Skills that the company is interested in (eg. Cisco CCNA, Citrix CCA, etc) and allow technicians to fill this out as part of their preferences page
I have seen this done in SharePoint and it would make sense to have that information in ServiceDesk Plus.
The data to be collected would be years of experience and formal certification status. A competency score can then be calculated based on these two fields.
This should be done as an automatic report and can assist with planning of training, identify skills gaps and later on utilised in request routing logic.
Topic Participants
Andrei
ServiceDesk Plus
Steve Mannix
RCPSC
alagarraja a