How to automate performance metrics measurement in ServiceNow?

[anishkuti]

As part of a transition from a legacy Application to ServiceNow, we are receiving feedback from Service Desk agents around UI and response time performance. To objectively assess and improve performance, we have identified a set of metrics and are currently comparing them against the legacy system.

At the moment, these metrics are being measured manually for a single user session, which does not provide a consolidated or statistically meaningful view across agents, roles, or time windows. We want to automate the capture of these metrics in ServiceNow and report on them at scale.

The metrics we are looking to measure include:

• Average validation time (e.g., attachment ,case validation..implemented in a UI script)
• Average time to load landing page / customer details
• Average response time to load next page after clicking Next (No Fault Found flow)
• Average response time to load next page (Full Diagnostics flow)
• Average load time to create a case / incident
• Average time to move to the next step in Playbooks / Guided workflows
• Average time to close an interaction

Questions:

1. Does ServiceNow provide any OOTB capabilities (e.g., Digital Experience Monitoring, Performance Analytics, Playbook analytics) that can be used to capture these metrics automatically?
2. Which of the above metrics can be captured OOTB, and which would typically require custom instrumentation (client scripts, UI actions, event logging, etc.)?
3. Is there any tools which can be installed and used in the serviceNow platform to capture these sort of metrices.

Any guidance, references, or real‑world implementation examples would be greatly appreciated.

Thanks in advance!

[PradeepReddyA]

Hi @anishkuti 

Refer to this documentation User Experience Analytics which answers most of your questions

https://www.servicenow.com/docs/r/xanadu/now-intelligence/user-experience-analytics/use-user-exp-ana...