ServiceNow Benchmarks give you instant visibility into your IT Service Management key performance indicators (KPIs) and trends as well as comparative insights relative to industry averages of your peers. It enables you to contrast your performance with recognized industry standards or peer groups so you can make meaningful decisions based on solid data about what is working well and where improvements can be made. Although Benchmarks has been available solely through the HI Service Portal, it's now included in your instance in Jakarta!
Advantages of Using Benchmarks in Jakarta
The perks of using Benchmarks through your Jakarta instance are:
Continued improvement and advanced functionality in the Jakarta instance, while no further features will be incorporated in the HI Service Portal version.
Matching your implementation and the ability to change KPI definitions to match customizations.
The Benchmarks dashboard is in Service Portal, which also makes it mobile friendly.
16 KPIs (13 ITSM, 3 ITOM) are available in Jakarta vs. 6 KPIs through the HI Service Portal version. (For detailed information about the available KPIs and data information, see the product documentation topic Benchmark KPIs.)
- Ability to enable and disable specific KPIs.
Downloading of KPI reports.
Email notifications when new aggregate monthly data is available.
Integration with Performance Analytics for daily data collection and extensive details on KPI data.
Benchmarks on Jakarta FAQs
Do I need a Performance Analytics premium license to see Benchmarks data?
No. Benchmarks collection and visualization is built on the Performance Analytics complimentary offering that is available to all customers starting from the Geneva release.
When would I see the latest monthly data in my instance?
Data for the latest month is made available for customer instance download starting from the 12th of every month.
I just deployed ServiceNow. Can I participate in Benchmarks?
Yes, you can opt-in to Benchmarks at any time. However, it may take 1-2 months before you can see all the data on your KPIs.
Why is my opt-in to Benchmarks not allowed?
Opt-in to Benchmarks is allowed only from production instances. It is currently not available for:
- Express customers
- Federal customers
- Customers with on-premise instances
- Managed Service Providers (MSPs) and MSP Managed Instances
Can I use Benchmarks without enabling Service Portal?
No. Service Portal is a required prerequisite in order to see the Benchmarks dashboard.
Why can I not see Benchmarks on HI once I am opted-in from an instance?
Benchmarks on HI is disabled once you opt-in from an instance because the in-product Benchmarks data has all the KPIs from HI benchmarks plus new KPIs and an additional feature set.
Why do I see partial data on some KPIs?
Check your Benchmarks PA collection job status. The Data Collection Job log includes errors and warnings that might have affected data collection.
What if I do not want to participate in all Benchmarks KPIs?
KPIs are disabled by default, and you can enable or disable KPIs at any time. For information about enabling and disabling individual KPIs, see the product documentation topic Enable a benchmark KPI.
Benchmarks Resources
For more information about Benchmarks in Jakarta, check out these resources:
- Benchmarks overview product documentation topic
- Benchmarks troubleshooting product documentation topic
- Customize benchmark KPI conditions product documentation topic
- ServiceNow Benchmarks: Jakarta/HI Service Portal (KB0596715) KB article
- ITSM Benchmarking and Performance Analytics Knowledge 17 presentation
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