Abstract: In accordance with one embodiment of the present disclosure, a method for managing a service includes monitoring, by one or more agents, the use of one or more tools by one or more workers. Each worker can have one or more assigned tasks corresponding to a service. In this example, metrics are collected corresponding to the monitored use of the tools by the workers. The metrics can be analyzed by a service analysis engine. In some embodiments, the service analysis engine may be embodied in computer-readable medium. In some cases, a report can be generated by the service analysis engine, which report can be based at least in part on the analyzed metrics. At least a portion of the report can be communicated to at least one worker.