Basic performance metrics for Incident, change, problem and request - on to the Enterprise Portfolio

[Shantharao]

Hi All,

We have enabled the Performance Analytics Plugin in our DEV instance and the client wants some basic and useful reporting on ITSM modules like Incident/problem/change/request management

I am new to the PA module, could someone help me with the ideas and implementation techniques you followed

Thanks

[Sandeep Rajput]

@Shantharao Performance Analytics already comes equipped with following dashboards.

• IT Executive dashboard

  See a high-level view across all of ITSM.

• IT Manager dashboard

  Follow the daily and weekly progress of incidents, problems, and requests for your assignment groups.

• IT Agent dashboard

  View the open incidents, problems, and requests that belong to you and your assignment groups through personalized reports. You can also see which incidents that belong to your assignment groups exceed the Spotlight threshold.

Please have a look at them and see how you can leverage the various PA reporting widgets in your case.

Source: https://docs.servicenow.com/en-US/bundle/vancouver-it-service-management/page/use/dashboards/applica...

Hope this helps.

[Riya Verma]

Hi @Shantharao ,

Hope you are ding great.

1. Identify key metrics you want to track (e.g., incident resolution time, change success rate). In ServiceNow, go to Performance Analytics > Indicators and create new indicators for each metric.

2. Breakdowns help to categorize data (e.g., by priority, category, assignment group). Go to Performance Analytics > Breakdowns and create relevant breakdowns.

3. Widgets are the visual representations of your data. Navigate to Self-Service > PA Dashboards > Create New. Add widgets using the indicators and breakdowns you've created.

4. Arrange widgets on the dashboard to provide a clear overview of the data. Configure widget settings to customize how the information is presented.

5. Set up schedules to update indicators and dashboards at regular intervals. In each widget's settings, you can define how often the data refreshes.

6. Ensure that users who need to view these reports have the necessary roles and permissions to access Performance Analytics dashboards.

7. Thoroughly test the dashboards to ensure they're displaying accurate and relevant information.

[AndersBGS]

Hi @Shantharao , 

As you are new to PA and asking for implementation techniques, I would recommend you to take the training: https://nowlearning.servicenow.com/lxp/en/pages/now-learning-get-certified?id=amap_detail&summary_id...

In relation to ideas, ServiceNow has different dashboards OOTB:

https://docs.servicenow.com/bundle/vancouver-it-service-management/page/use/dashboards/application-c...

https://docs.servicenow.com/bundle/utah-it-service-management/page/use/dashboards/application-conten...

https://docs.servicenow.com/en-US/bundle/vancouver-it-service-management/page/use/dashboards/applica...

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

best regards

Anders

[AndersBGS]

Hi @Shantharao 

If my answer has helped with your question, please mark my answer as accepted solution.

best regards

Anders