Measure Service Operations Workspace utilization

[jayantchauhan]

Is there any existing metrics or can we develop a KPI to measure Service Operations Workspace utilization (users/transactions/chats or incident handled) in platform analytics or any other way?

The requirement is the measure the adoption rate based on the number of agents in IT and how many are using SOW against Classis UI

if not, can this metrics be developed?

[Maik Skoddow]

Hi @jayantchauhan 

the metrics you are looking for can be found at the platform feature "User Experience Analytics". Please refer to my page https://www.servicenow.com/community/now-platform-articles/platform-user-experience-analytics-knowle...a-p/2396378

Maik

[jayantchauhan]

Hi Miak,

Thanks for sharing the input however this is not exactly what I am looking for. So for example I want to see how many users/agents used SOW ITSM in March 2025 vs April 2025

[Maik Skoddow]

Hi @jayantchauhan 

Why fo you think this is not helpful?

User Experience Analytics (UX Analytics) in ServiceNow provides dashboards and reports that track user interactions, sessions, and active user counts across Next Experience applications, including workspaces like Service Operations Workspace. This tool enables you to visualize user adoption and engagement trends over time, with breakdowns by day, week, or month.

Step-by-Step Process

1. Access User Experience Analytics

• Ensure the User Experience Analytics plugin is activated. Access is typically managed by ServiceNow administrators

2. Select the Relevant Application

• In the UX Analytics homepage, locate the list of tracked applications.

• Find and select the entry corresponding to the Service Operations Workspace. Each tracked application is listed separately, and statistics are application-specific

3. Set the Date Range and Grouping

• The dashboard allows you to set a date range for your analysis. By default, this is the last 30 days, but you can customize it to cover multiple months or a specific monthly period

• Use the grouping options to view data by month. UX Analytics dashboards let you switch between daily, weekly, and monthly breakdowns, making it easy to analyze trends over different periods

4. View Active User Metrics

• In the overview panel, you will see metrics such as:

  • Number of active users

  • Number of sessions

  • Average sessions per user

  • Trend lines for users and sessions, which can be grouped by month6

• "Active users" are counted based on unique user identifiers (hashed for privacy) within the selected period, ensuring users are not double-counted if they use multiple devices or browsers

Maik

[lora785frink]

Hello,

it's absolutely possible to develop a KPI to measure Service Operations Workspace (SOW) utilization versus Classic UI. There may not be an out-of-the-box metric available in all platforms (like ServiceNow or similar), but you can build a custom metric or KPI using platform analytics, usage logs, or performance analytics.

Best regard,

lora