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Resource Management

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Note: This article applies to Fuji and earlier releases. For more current information, see Resource Management at http://docs.servicenow.com

The ServiceNow Wiki is no longer being updated. Visit http://docs.servicenow.com for the latest product documentation.

Overview

The Resource Management application enables resource requesters, such as project managers or change managers, to create resource plans and request resources. Resource managers use the application to assign resources to tasks. The Resource Management application can be used in conjunction with any task on the ServiceNow platform, including project tasks, incidents, problems, or changes.

With the Resource Management application:

  • Resource managers can see which resources are available and which are busy at a given time.
  • Resource managers can select the resources under their control to work on their tasks, by the hour if appropriate.
  • All users can add tasks and view planned work on a calendar.
  • Project managers and resource managers can create reports on resource utilization and availability.

Resource management is available starting with the Dublin Release.

Resource Management Process

The resource plan is the key to understanding how resource management works. Any ServiceNow user with the resource_user role can be a resource requester and create a resource plan. Project managers are used as resource requesters in many examples because they typically have the resource_user role. A resource requester creates a resource plan to request user or group resources for tasks. Any type of task, such as a change request, a task in the SDLC scrum process, or a project task can be added to a resource plan. After a resource plan is submitted, a resource manager reviews the plan, allocates resources, and approves the plan. If all parties agree, the resources begin work.

A resource plan moves through the following states:

  • Planning: When a resource requester creates a resource plan, the plan is placed in the Planning state.
  • Requested: When the resource plan is ready, the resource requester requests approval and resources from the resource manager. The plan is placed in the Requested state.
  • Approved or Rejected: If the resource manager allocates resources to specific tasks and approves the plan, the plan moves to the Approved state. Alternatively, a plan can be rejected and returned to the Planning state.
  • Change: [Optional] After the plan is in the Approved state, it cannot be changed directly. To make a change, the resource requester must request a change. The plan then waits in the Change state until the resource manager approves the changes.
  • Closing Resource Plans: When the tasks associated with the plan are complete, the resource manager changes the state to Completed.

The default resource management process flow is as follows:

The default process flow for resource management

Roles

Role Title [Name] Description
Resource Manager [resource_manager] Users with this role can approve resource plans and allocate resources to tasks.
Resource User [resource_user] Users with this role can create resource plans and request resources. Project managers are typically given this role.

Menus and Modules

The following modules are included with Resource Management. The menu items that appear depend on the roles assigned to the user.

Fuji

The Resource Management application (Fuji)
  • Getting Started: read the ServiceNow Wiki page that describes the Resource Management application. (ITIL User)
  • Resources
  • Users: view a list of user resources. (Resource Manager)
  • Groups: view a list of group resources. (Resource Manager)
  • Resource Plans
  • All: view all resource plans and create new plans. (Resource Requester, Resource Manager)
  • Requested: view all resource plans in the Requested state and create new plans. (Resource Requester, Resource Manager)
  • Approved: view all resource plans in the Approved state and create new plans. (Resource Requester, Resource Manager)
  • Requested for Change: view all resource plans in the Change state and create new plans. (Resource Requester, Resource Manager)
  • Calendars
  • My Calendar: view and modify a personal calendar containing work assignments, meetings, and appointments. (ITIL User)
  • Resource Console
  • Resource Console: view all project resources and modify assignments. (Resource Manager)
  • Reports
  • Resource Reports (Monthly): view a group-based report showing utilization, availability, allocation, and capacity. (Resource Manager)
  • Resource Reports (Detail): create a group-based resource report for a specific time frame. (Resource Manager)
  • Administration
  • Resource Event Color: change color settings for different event types. (System Administrator)
  • Properties: edit configuration options for Resource Management. (System Administrator)

Versions Prior to Fuji

The Resource Management application
  • Getting Started: read the ServiceNow Wiki page that describes the Resource Management application. (ITIL User)
  • Resources
  • Users: view a list of user resources. (Resource Manager)
  • Groups: view a list of group resources. (Resource Manager)
  • Resource Plans
  • All: view all resource plans and create new plans. (Resource Requester, Resource Manager)
  • Requested: view all resource plans in the Requested state and create new plans. (Resource Requester, Resource Manager)
  • Approved: view all resource plans in the Approved state and create new plans. (Resource Requester, Resource Manager)
  • Requested for Change: view all resource plans in the Change state and create new plans. (Resource Requester, Resource Manager)
  • Calendar
  • My Calendar: view and modify a personal calendar containing work assignments, meetings, and appointments. (ITIL User)
  • Resource Console
  • Resource Console: view all project resources and modify assignments. (Resource Manager)
  • Reports
  • Resource Reports (Monthly): view a group-based report showing utilization, availability, allocation, and capacity. (Resource Manager)
  • Resource Reports (Detail): create a group-based resource report for a specific time frame. (Resource Manager)
  • Admin
  • Resource Event Color: change color settings for different event types. (System Administrator)
  • Properties: edit configuration options for Resource Management. (System Administrator)

Activating the Plugin

Administrators can activate the Resource Management plugin.

The Resource Management application can also be activated as part of the Project Portfolio Suite.