Performance Analytics Explanation

I tried to explain Performance Analytics in my own Words

How to Create a Historical Report Based on Assignment Group Changes on the Incident Table

The following may help if you would require a report that tracks assignment group changes via the incident table. Having a historical view of Assignment Group changes can help a team or organization s...

How to measure the accuracy of your sentiment analysis results?

Sentiment analysis capabilities would seem to have come a long way in last two years – but is still far from perfect. No matter what sentiment API providers (IBM, Google, Azure) do you use, it’s impor...

DIY NPS KPI Part 1

* Part 2 is up - you can find it here Introduced in a 2003 article in the Harvard Business Review, NPS or Net Promoter Score has quickly become the gold standard for organizations to evaluate the loya...

Performance Analytics - Bulk Target loading

I recently was contacted by a customer who was having issues getting a large number of targets into ServiceNow Performance Analytics. He understood the process, but the difficulty he was experiencing ...

Text Analytics on a Catalog Variable

In a previous article, I discussed the business value of using Text Analytics against data captured from a Generic Catalog Request, and that article was written from the basis that the actual informat...

Showing Dashboards on Wall Mounted Displays

Overview In many support offices, there are areas with large monitors on the wall showing off key metrics. What better way to demonstrate to visitors that you are on top of your workload and ensure yo...

3 Steps to Create Reports Directly from an External Excel Spreadsheet

Although unknown to many, the capability exists within SeviceNow to create a report based directly on data from an external spreadsheet file -- for example such as a spreadsheet created in the Microso...

Creating a report based on more than one Dataset (multiple datasets)

A question or request that Customer Support commonly receives from our users is whether there is a way to create a report that will display data from two or more datasets. The answer to this question,...

Getting Started with Performance Analytics Spotlight

Interested in Performance Analytics Spotlight but not sure how to get started? Check out this video for step-by-step guidance!

Tracking and Reporting on Dashboard Usage in ServiceNow

Overview Being able to understand your users is critical in order to meet their needs. By leveraging the power of the Now Platform, we can easily track our users' behaviors and adjust our solutions to...

Leveraging Time Series in Performance Analytics

Almost everyone now is walking around with a watch, phone, or fitness tracker that keeps tabs on how many steps they walked each day. These devices all collect and save your measurements on a minute b...

Troubleshooting Issues with Scheduled Reports

Scheduling a report is a great way to automate its distribution. Sharing the Scheduled reports can be distributed in PDF, CSV, or XLS format. Graphical reports can be distributed in PNG or PDF format....

Quantifying the Value of Performance Analytics -- Request Fulfillment

One of the things that’s always tough is to quantify the value added by an analysis tool. When used correctly, tools like ServiceNow’s Performance Analytics can result in savings of anywhere from thou...