Value of ServiceNow User Experience Analytics

[dipak_thakor]

It would be useful to know, how users interact with your ServiceNow instance be it the portal, custom application. Knowing how users interact with your ServiceNow applications, allows you to improve those apps based on the user interactions. Be it development or an advisory and guidance capacity, knowing this really allows you to focus and improve in those areas, targeting time and resources where they are needed. This is where ServiceNow User Experience Analytics. 

What is User Experience Analytics

The ServiceNow User Experience Analytics application enables you to monitor how users interact with your ServiceNow Core UI, Next Experience, Mobile, and Service Portal applications, allowing product managers and applications owners to gain insight into usage and adoption.

Improve usage and adoption of Service Apps

1. Visualize metrics and interactions through a comprehensive dashboard.
2. Monitor key performance indicators (KPIs) for user adoption.
3. Understand user experience and create more intuitive user journeys.
4. Optimize operational KPIs to improve user experience and drive adoption.

How to get started?

An admin can configure which ServiceNow applications to track in the User Experience Analytics application as well as user tracking consent policies. For Next Experience and Core UI, application tracking is enabled by default. On Service Portal, User Experience Analytics, requires enabling. 

Please note that User Experience Analytics plugin (com.glide.appsee) is activated by default in the Now Platform in new and upgraded instances and is NOT supported for on-prem instances.

For further information, please see the servicenow docs site here...