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What are your Platform Performance KPIs?

Coriolan
Tera Contributor

‎04-10-2024 03:33 AM

Hi everyone,

 

I am curious on how, you, administrators, make your annual report on your platform performances and what are the KPIs you use.
Please shoot your answers!
_________
Bonjour à tous,

 

Quels KPIs utilisez-vous pour évaluer annuellement les performances de votre plateforme ServiceNow? Comment présenteriez-vous cela dans un rapport annuel?
Toutes les suggestions seront les bienvenues! 

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Astik Thombare
Tera Sage
Tera Sage

‎04-10-2024 10:45 AM

Hi @Coriolan ,

 

Here's a breakdown on how you, as an administrator, can build your annual ServiceNow platform performance report and the key performance indicators (KPIs) to track:

 

 

KPIs for ServiceNow Performance:

  • Incident Management:
    • Average Resolution Time (ART): Measures how long it takes to resolve incidents.
    • First Call Resolution (FCR): Tracks the percentage of incidents resolved on the first contact.
    • Incident Volume by Category: Identifies prevalent incident types and potential areas for improvement.
  • Change Management:
    • Change Lead Time: Measures the time taken to complete a change request.
    • Change Rejection Rate: Tracks the percentage of rejected changes, indicating potential approval process bottlenecks.
  • Problem Management:
    • Problem Resolution Time: Measures the time taken to resolve identified problems.
    • Number of Repeat Incidents: Identifies recurring issues requiring root cause analysis.
  • Service Catalog:
    • Self-Service Adoption Rate: Tracks the percentage of users resolving issues independently.
    • Fulfillment Time for Service Requests: Measures the time taken to fulfill service requests.
  • User Satisfaction:
    • Customer Satisfaction (CSAT) Scores: Measures user satisfaction with ServiceNow functionalities.
    • Number of Resolved vs. Unresolved Tickets: Indicates the effectiveness of incident and request resolution.

Building Your Report:

  1. Define Your Audience: Tailor the report to their needs (e.g., technical details for IT leadership, high-level overview for executives).
  2. Data Collection: Utilize ServiceNow Performance Analytics or custom reports to gather KPI data for the past year. Consider year-over-year comparisons to showcase progress.
  3. Visualization: Present data through charts, graphs, and tables to enhance readability and highlight trends.
  4. Analysis and Insights: Interpret the data to explain trends, identify areas for improvement, and showcase the platform's value to the organization.
  5. Recommendations: Suggest concrete actions based on your analysis to optimize platform usage and improve performance.

 

Additional Tips:

  • Include success stories showcasing how ServiceNow has benefited specific departments or projects.
  • Briefly mention any platform upgrades or customizations implemented during the year.
  • Conclude with a call to action, outlining plans for future optimizations.

By following these steps , you can create a comprehensive annual report that effectively communicates your platform's performance and its impact on your organization.

 

If my response proves useful, please indicate its helpfulness by selecting "Accept as Solution" and " Helpful." This action benefits both the community and me.

 

Thanks,

Astik