Daily Active Users (DAU) and Monthly Active Users (MAU) is pretty standard metric for SaaS products, like ServiceNow. Does anyone know a way to track this in ServiceNow?

[lee47]

Daily Active Users (DAU) and Monthly Active Users (MAU) is pretty standard metric for SaaS products, like ServiceNow.   Does anyone know of a way to track this in ServiceNow?

I'm looking to track how often users engage with our ServiceNow instance. For example, do they login once a month, or do they engage with the system multiple times per day.   I want to measure user engagement and identify teams or individuals who rarely, or never, login.   This could be used to ask those teams why they are not using the system and help with improving the customer experience and/or making improvements to the processes.

Thanks for any help or direction on this.

[kevinlenienweav]

Hi Lee,

You could in its simplest form create a report based on the "last_login_time" field on the sys_user table. This would allow you to at-least see users how have not logged in for some specifiable time frame.

There are more complicated methods you could employ for tracking a users activity while logged in, using business rules or ui scripts to maintain an activity record or field somewhere.

Users transactions are also captured in the transactions table, so you could use that as some form of metric as well. It really all depends on how far down you want to go with a report like this.

-Kevin Leinenweaver

[lee47]

Thanks Kevin.

I'll look into implementing your suggestions.

I've found there is built in report "Usage by ServiceNow Applications" that tells you the number of accesses (views or operations performed) for each application, grouped by month. If I can drill down into who users are, then this should get me the data I'm looking for.