Threshold / Baseline Reporting for Incidents/Tasks/Requests

[adamrauh]

Hi All,

I am looking for a way (outside of Performance Analytics) to show various thresholds/baselines, etc. in reporting of the common ITSM table (Incident/Tasks/Requests, etc.).

We recently started looking at various best practices and industry standards reports, so for example I would like a way to show if our incident response time is X (say, 24 minutes on email), that in the same graph show where that is in relation to a set industry standard Y (say, 18 minutes on email).   Then we can use trending to evaluate how good or bad we're doing over time.

There would be many cases of how we'd want to compare various things, I'm more just looking how to establish and show static baselines or thresholds in reports.

Thx,
A

[Deepa Srivastav]

Hi Adam please check below links,

http://wiki.servicenow.com/index.php?title=Metric_Definition_Support#gsc.tab=0

KPI Reports - ServiceNow Wiki

Hit like, Helpful or Correct depending on the impact of the response

[mrswann]

it seems like you need a reference table to store the Y values

I don't know that without PA you can report on two data sources at once or if it is OOB in geneva / helsinki . in which case you may need to create a view.

you could then do a time series with the two values to show the X as "real" values as the Y as a target

are you trying to show it per day or week or month ? the ref table could be excessive but it seems like 1 option