Measuring matters: A KPI North-Star and Platform teams ServiceNow AI

[Nayan ArchX]

Measuring Matters: Build Your ServiceNow AI Platform KPI North Star

ServiceNow AI platform teams thrive when velocity, stability, and continuous improvement align under a single North Star KPI dashboard. This guide walks you through creating one using Performance Analytics for actionable insights.

Step 1: Define KPIs

Pick one North Star per pillar:

• Velocity: Stories per sprint (DevOps > Agile Development).

• Stability: Change failure rate (Change Management table).

• Continuous: Automation coverage % (Flow Designer metrics).

Navigate to Performance Analytics > Indicators > New to create automated indicators for each.

Step 2: Build the Dashboard

Log in to your instance. Go to Dashboards > New Dashboard. Name it "AI Platform North Star."

Add widgets:

• Bar chart for velocity (filter by AI apps).

• Gauge for stability (<5% target red).

• Trend line for continuous improvement.

Set interactive filters for teams/releases.

Step 3: Automate & Review

Configure daily jobs under System Definition > Scheduled Jobs. Share with platform roles.

Review bi-weekly: If velocity spikes but stability dips, prioritize fixes. Use thresholds to trigger alerts.

This setup gives teams a unified view, fostering decisions that scale AI reliably. Start today—your PDI instance awaits. 

Resources:

1. https://www.servicenow.com/community/servicenow-ai-platform-forum/article-how-to-create-dashboards-i...
2. https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/success/playbook/perf...
3. https://www.servicenow.com/community/servicenow-ai-platform-articles/how-to-create-servicenow-dashbo...
4. https://www.servicenow.com/community/platform-analytics-forum/how-to-get-a-scrum-team-velocity-chart...p/1243535 
5. https://www.servicenow.com/community/servicenow-ai-platform-articles/servicenow-dashboards-and-repor...
6. https://www.servicenow.com/community/itom-articles/creating-kpis-for-servicenow-aiops-part-1/ta-p/23...
7. http://www.servicenow.com/docs/r/washingtondc/platform-administration/platform-performance/c_Perform...
8. https://www.servicenow.com/community/training-and-certifications/servicenow-dashboards-and-reports-f...

[Mark Manders]

So you don't know, that's what you are saying? Thanks for acknowledging that. 

If you post something and someone asks a question on it, be prepared to answer the question, or tell them that you don't know. That's the problem with AI generated garbage. People posting it, simply don't know what they are posting.