How to determine if ServiceNow slowness is caused by the platform or the user's network?

[KaueC]

Hi everyone,

We are investigating cases where users report slowness while using ServiceNow, and we would like to determine whether the issue is related to the ServiceNow platform or to an external factor, such as network latency, packet loss, VPN, proxy, etc.

We found the "Browser Response Time" feature, which provides metrics such as:

• Response Time
• Network Time
• Server Time
• Browser Time
• DOM Processing

For example, we have a transaction with:

• Response: 3326 ms
• Network: 75 ms
• Server: 1963 ms
• Browser: 1288 ms

Our questions are:

1. Can the "Network Time" metric be used to identify or indicate network-related problems experienced by the end user?
2. Is Browser Response Time available for all ServiceNow interfaces/pages, or are there limitations depending on the UI or type of transaction?
3. Is there any ServiceNow out-of-the-box feature, table, metric, or dashboard that can help determine whether a user's slowness was caused by:
   - ServiceNow server/application processing;
   - Database processing;
   - Browser/client-side processing;
   - Network connectivity between the user and the ServiceNow instance?
4. What would be the recommended approach to correlate a user's reported issue (user + timestamp) with ServiceNow performance data?

We also have network monitoring data available through Splunk, including packet loss and other network metrics. Our goal is to correlate the ServiceNow transaction/performance data with the network data to help identify the root cause of reported slowness.

Any recommendations or best practices would be greatly appreciated.

Thank you!