Hi Denise,
You've received some good replies already, but I wanted to provide some additional resources. I'm part of the PA and Reporting product team.
If you are looking for a starting point for training, we have a great (free!) Performance Analytics Essentials self-paced class. It takes around 90 minutes to complete, and provides an excellent overview of what PA is and how it works.
In addition to what has already been shared, I highly recommend starting from the Performance measurement and analytics section of the Customer Success Center. If the entire workbook seems daunting, just the FAQ link (2 page document) is a great starter.
Since you want to look at this as a program, I also recommend our white paper on Governance in Performance Analytics and Dashboards. It provides good practice guidance based on real-world customer experience.
I also want to clarify that it is possible to get historical scores on past data, with some important caveats. PA scores are intended to be driven by dates within records, as opposed to field state changes. For example, to identify which incidents were open on a given day, the OOTB condition look like this:
When PA collects scores for a day, the day being collected replaces "Today" in the above condition. This means I can look back historically and get an accurate count of the number of open incidents from any previous day. The caveat is for some breakdowns of this score. Say you want to know the count of open incidents broken out by assignment group. The assignment group count is not reliable if I collect scores today for incidents open last month, as the assignment group has very likely changed on several incidents over time. But the main count of the number of open incidents should remain accurate.
I hope this helps get you started! Please reach out to your ServiceNow account team if you'd like additional guidance!
Dan Kane
