Measuring success in your ITSM deployment and how Success Dashboards can help
Performance measurement and analytics is a key part in ensuring your business is operating effectively and efficiently. There are four simple recommendations to consider :-
Measure outcomes from a business perspective
The customer vision and strategy at the enterprise level should drive the business objectives which represent an intended result. These business objectives need to be linked to outcomes that have solutions with measurable performance indicators (metrics).
Minimize the number of key business objectives
In the cascade from vision to objectives to outcomes to metrics it is important that the flow is maintained, and each level is consistent with one another. One way to do this is minimizing the number of key business objectives to those which directly relate to the vision and strategy. In practice it might be necessary to breakdown a business objective so that it is clear and unambiguous to the business stakeholders.
Avoid measuring things just because you can
The ability to measure things using modern systems is almost unbounded but that doesn’t make those measures informative and valuable. It is important to focus on key performance indicators that when taken together give an overall picture of your business. Therefore, avoid falling into the trap of measuring what you can as this won’t necessarily give you the business perspective.
Separate the operational reporting from analytical reporting
There are 2 key types of measures that need to be considered
- Analytical reporting
- Operational reporting
They serve different purposes where analytical reporting gives a view into trends over time supporting the strategic and planning functions of senior management, whereas operational reporting supports the company's day-to-day functions focusing on a more granular view of current activity.
Success Dashboard
To help deliver those recommendations Success Dashboard focuses on measuring a small set of operational reporting outcomes: -
- Self-Solve Percentage
- Call Deflection
- Structured Tickets Efficiency
- Productivity
Drill down capabilities are provided into the corresponding key performance indicators (KPIs). These KPIs demonstrate if the process is achieving the objectives in an efficient and effective manner.
Success Dashboard provides this for both IT and HR dependent on the capabilities deployed at the customer.
In summary, the Success Dashboard empowers customers with
- Clear insight into the value of ServiceNow implementation
- Easily communication and presentation of insights to executive/senior level leaders
- Making improvement plans and maximizing the value they get from ITSM investment
This video gives a brief overview of Success Dashboard and workshop guidance in Success Dashboard Workshop Presentation
For insights also see How to view the end-to-end user interaction as a single journey and the products required to be impl...
Looking at these outcomes we can see how they relate to the employee experience:-
From this it is apparent that the Success Dashboard is weighted around outcomes indicating performance at the start of experience.
Looking at an overview of the primary indicators and the contributing indicators we can see how they relate to each other and the desired trend. Note that the primary indicators cannot be modified but customers can add their own indicators or remove the contributing indicators shipped by ServiceNow together with the contextual help cards for KPIs.
Performance Overview
Service Quality
Supporting Performance Measurements and Analytics Capabilities
Benchmarks
Benchmarks application gives you instant visibility into your key performance indicators (KPIs) and trends, as well as comparative insight relative to industry averages of your peers. From Tokyo the Benchmark indicators can be shown on Success Dashboards
For more information :-
Getting started with Benchmarks
Intro into Benchmarks - Platform Analytics Academy - February 9th, 2022
ITSM Dashboards
The ITSM Dashboards, available to any ITSM customer, providing a restricted version of Performance Analytics targeting key performance indicators for ITSM, including :-
- Change Management (com.snc.pa.change)
- Problem Management (com.snc.pa.problem)
- Incident SLA (com.snc.pa.sla)
- Major Incident Management (com.snc.pa.incident.mim)
- Spotlight - Incident Spotlight Content Pack (com.snc.pa.spotlight.incident)
Note: For Performance Analytics Spotlight solutions, see Analytics and Reporting Spotlight solutions.
More information from docs on ITSM Dashboards
CEO / CIO Dashboards
These are available on Store as part of ServiceNow Innovation lab
