Benefits

Data Sheet

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ServiceNow Performance Analytics

• Gain Insight to Improve Future Performance Pinpoint areas for performance improvement using key indicators, mobile-enabled scorecards, time charts, analytics, drill-downs, and dashboards.

• Establish a Single Version of Truth Share clear, up-to-date visualizations of IT performance across teams and organizations, establishing a single version of truth as the basis for objectively discussing IT service delivery and driving behavioral change.

• Realize Fast Time-to-Value Implement ServiceNow- specific business intelligence in weeks instead of months and make better use of the time and money that currently go into labor-intensive manual reporting.

The IT ChallengeIT executives need visibility into the performance of their organizations in order to improve IT performance, increase enterprise agility, and show the business value of IT. They need to determine future trends based on current and past performance of their teams and manage accordingly. Standard IT performance reports, however, fall short. Operational status reports only describe the current situation and lack historical perspective for measuring improvement or determining future trends. Manual reporting based on spreadsheets is labor-intensive, prone to errors, and insecure. Using a business intelligence (BI) tool to build a data warehouse, reporting, and analytics capability is typically a six to twelve-month project that requires a team of three to four people, licenses, servers, and continuing maintenance. Even when a complex BI product is implemented, it is not unusual to run 100 reports or more and still not have actionable information. In short, IT performance reporting and analytics is a strategic gap that must be filled for IT to be valuable to the enterprise.

The ServiceNow SolutionServiceNow® Performance Analytics is an easy-to-use, cloud-based BI application designed for reporting and analyzing performance in the ServiceNow enterprise IT cloud. The application leverages access to the world’s largest library of key performance indicators (KPIs) across IT and other business functions and comes with pre-defined KPIs for all major IT processes. Performance Analytics includes mobile-enabled scorecards that provide up-to-date trend and drill-down details, powerful analytics that deliver insight into how to improve future performance, and clear and intuitive graphical dashboards for reporting and navigating performance data. In addition, plug-and-play integration with the ServiceNow enterprise IT cloud enables rapid implementation in a matter of weeks rather than months. With ServiceNow Performance Analytics, IT executives can access the most important and current actionable information anytime and anywhere, to drive decisions and behavioral change that improve IT and enterprise performance.

Customizable dashboards showing executive-level performance index scores

Data SheetServiceNow Performance Analytics

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Largest Library of KPIsServiceNow Performance Analytics leverages the world’s largest KPI library including over 6,500 definitions for IT, sales, human resources, marketing, finance, and other business functions. IT executives can choose from hundreds of KPIs across a range of IT processes including ITIL-specific indicators. Find the right performance indicators categorized by industry, by process, or by business framework, and browse recommendations based on past interests. To facilitate fast time-to-value, ServiceNow Performance Analytics delivers out-of-the-box over 50 KPIs for all major IT processes, including Incident, Problem, Change, Configuration, Request, and Release.

Detailed, Mobile-enabled ScorecardsFor every selected KPI, ServiceNow Performance Analytics automatically creates a detailed scorecard of the KPI’s performance trend. Scorecards contain current and historical performance data and enable analysis of trends with various analytical functions. View time charts of KPIs, draw trend lines, and compare performance to targets. Drill down into time charts by looking at different break-downs which show components and their respective current values and time charts. Check the details of KPIs, including descriptions and formulas. Make annotations to KPI scorecards that post as status update- style messages to subscribers. Click on smart links to drill all the way down to the underlying operational records to work on them or to pinpoint areas that can drive performance improvement. Mark the most important indicators as key indicators so teams can focus on them for improvement. Team members can also star indicators as personal favorites. Access KPI scorecards using iPhone, iPad, and Android devices to check the latest status of KPIs and analyze their trends anytime, anywhere.

Powerful, Built-in AnalyticsServiceNow Performance Analytics includes powerful analytical functions that may be applied to KPIs, without writing a single line of code. See historical trends in time charts more clearly with moving averages, weekly and monthly averages, and trend lines. Use historical averages to set realistic targets and then view actual performance against targets. Focus on the best and worst performing indicators as well as the most declined and most improved indicators to get a sense of important future trends. Implement management by exception by setting thresholds such as all-time highs/lows or pre-defined values that automatically generate alerts. View index scores, which aggregate multiple indicators into a single score, for at-a-glance executive views of overall performance. Combine historical data and formulas to build predictive indicators or to determine what is needed to improve performance – for example, how many first line staff are needed to reduce backlog by 50% within the next three months.

Point-and-Click Graphical DashboardsPoint-and-click dashboards enable clear performance visualization and easy customization. IT executives can use pre-defined dashboards, edit them, or create new ones simply by pointing and clicking on the graphical interface. Navigation is intuitive and familiar, with dashboards accessed from within the ServiceNow interface using drop-down menus and tabs to bring up different dashboards. From a dashboard, drill down into scorecards, breakdowns, and the underlying operational records. Dashboards can be shared with groups or individuals, ensuring that there is a single version of truth that can drive behavioral change. Leverage ServiceNow access controls and use the same dashboards for many different groups or individuals, with the data in each version restricted according to user.

Plug-and-Play Business IntelligenceServiceNow Performance Analytics typically takes two to three weeks to implement. There is no need to design and build a data warehouse specific to ServiceNow, no need to build semantic layers and write reports, no need to re-engineer and integrate with the ServiceNow operational database, and no need to build indicator analytics. ServiceNow Performance Analytics is designed to be a plug-and-play product, with built-in KPIs, scorecards, analytics, and dashboards and pre-configured integration with the ServiceNow database.

View key performance data on mobile devices

Analytics based on historical performance for determining optimal staffing levels