KPIs stands for key performance indicators. Use KPIs for quantifiable measures of performance over time. ServiceNow's KPI groups within Digital Portfolio Management (DPM) provide a structured framework for evaluating and measuring various aspects of organizational performance. These KPI groups help to assess the effectiveness and efficiency of portfolios, services, and applications. They’re also easy to configure on the platform.
DPM offers multiple KPI groups of various types that you can use straight away. They include:
- Performance snapshot
- Portfolio success metrics
- Service metrics
- Service CSAT
- Business application performance
- Incidents
- Outages and availability
- Changes
- Problems
- Catalog activity
- Service health
- Service impact
- Alert trends
- Availability insights
You can also create new KPI groups to best suit your reporting and analysis requirements. You can check out this documentation on how to configure KPI groups using a specific example.
Then all you need to do is map the KPI groups to the entities you wish to measure. There are various types to support different levels of reporting. For example, a Service portfolio type KPI group is mapped to a service portfolio, whereas a Service type KPI group is mapped to a service.
DPM comes with the following types:
- Service Portfolio
- Taxonomy node
- Enterprise portfolio
- Enterprise taxonomy node
- Service
- Offering
- Business application
- Application service
When you map a KPI group of type Service Portfolio, all of the child taxonomy nodes, services, and offerings inherit those KPIs. This allows you to track key metrics at each level of the portfolio to identify top performing services, assist in root cause analysis, and improve decision making.
TIP: The PA indicators in a KPI group need to have the appropriate breakdowns based on the type of KPI group. For example, a KPI group of type Service Portfolio needs to have the breakdowns of service portfolio, taxonomy node, service, and offering. DPM comes with all these breakdowns - you just need to map them if you decide to create your own KPIs.
Check out this documentation for more information on how to map a KPI group.
If you're interested in learning more, you can also check out these KPI group overview videos:
Practitioner video (Use KPI groups)
DPM Admin video (Configure KPI groups)
By leveraging KPI groups, organizations gain valuable insights into the performance of their portfolios, enabling data-driven decision-making and continuous improvement in the service and application portfolio management processes.
As always, we look forward to your feedback.
Caitlin Morse
ITSM Product Manager
Digital Portfolio Management | Service Builder | Service Portfolio Management
