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Irene5
ServiceNow Employee
ServiceNow Employee

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Introduction 

Collaborative Work Management (CWM) is designed to transform how teams work together by providing a customizable central hub for task tracking and documentation. The value of CWM lies in its ability to streamline collaboration, enhance visibility across teams, and improve productivity by ensuring that work is tracked, organized, and completed efficiently. Success with CWM is measured by how well teams adopt the tool and leverage its features to improve the flow of work across the organization. 

 

To help you track the adoption and usage of CWM, we’ve created a sample dashboard with key performance indicators (KPIs). We built a dashboard that you can import and then customize, which you can download from this post. These metrics allow you to monitor critical aspects such as task completion rates, overdue tasks, and overall usage of spaces, boards, and documents. Use this dashboard to quickly assess how CWM is being adopted and where further improvements can be made, ensuring that teams maximize the value of the tool. 

 

Key CWM business outcomes 

The table below outlines common business outcomes for Collaborative Work Management along with specific objectives that help support these outcomes. Review how each outcome aligns with your organization’s business goals. Create a ranked list of outcomes that are most important to your success and share these with stakeholders to ensure alignment on priorities. Then, map these outcomes to your CWM roadmap. Prioritizing key outcomes enables quicker time to value and prevents spreading efforts too thin across multiple initiatives. 

 

CWM Business Outcomes 

CWM Business Objectives 

Increase Team Collaboration Efficiency 

  • Simplify cross-functional collaboration through shared spaces, boards, and documents 
  • Improve real-time communication and information sharing 
  • Streamline task management and ensure accountability 

Increase Work Delivery Speeds 

  • Use collaborative boards and spaces to track progress of work and deliver faster 
  • Increase visibility into work status, reducing project delays     

Improve Task Completion Rates 

  • Provide clarity on task ownership and deadlines through transparent task tracking 
  • Automate task notifications and reminders to improve timely completion 

Streamline Repeatable Business Processes 

  • Leverage best practice templates 
  • Easily find and reference past work 

 

 

CWM key performance indicators 

The sample CWM dashboard provides an at-a-glance view of these KPIs, offering a comprehensive picture of how effectively your teams are collaborating and managing work. Aggregated across the instance, the dashboard ensures that these metrics capture performance trends across all spaces, allowing leadership to understand how well CWM is being adopted across the organization. 

 

By leveraging these insights, you can continuously improve collaborative work processes and drive your organization toward its business goals. 

 

Below are the KPIs included in the dashboard. Your organization should set its own targets based on organization size and how CWM is being used. These metrics can be applied across different business outcomes to track progress and demonstrate value. Choose the KPIs that best align with your prioritized outcomes.  

 

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CWM Key Performance Indicators 

Measurement Target 

Number of spaces created in the past 30 days 

Tracks the adoption and usage of collaborative work environments 

Number of boards created in the past 30 days 

Reflects increased engagement in task and project management 

Number of tasks created in the past 30 days 

Measures the volume of work managed through the CWM platform 

Number of docs created in the past 30 days 

Shows engagement in knowledge sharing and document collaboration 

Number of active automations 

Shows use of CWM to increase efficiency 

Number of templates by type 

Demonstrates use of CWM to reduce manual work and increase consistency 

Percentage of tasks completed 

Monitors overall team productivity and task fulfillment rate 

Percentage of tasks overdue 

Identifies bottlenecks or inefficiencies in task completion and helps focus on areas of improvement 

 

 Download the instructions and sample dashboard attached at the end of this article to get started!

Version history
Last update:
‎12-18-2024 01:37 PM
Updated by:
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