Is Performance Analytics Enough?

Been getting a lot of questions about the need for complex reporting environments (data warehouses & 3rd party tools) and whether or not PA is "enough". Decided to make a primer for how PA fits into h...

Joy of Reporting Series: Using the Relative Operator

Latest in my Joy of Reporting series. This series is designed to distribute to your ServiceNow users, to empower them to build their own awesome reports, or better articulate their needs. This episode...

DIY NPS KPI Part 2 - PA Content Build Out

DIY NPS KPI’s Part 2 - Performance Analytics Build Out Welcome back! In part one we walked through the steps to configure your system to send out a new survey enabling you to track NPS score. If you h...

Analytics Hub: the new all-in-one place for Performance Analytics data exploration and analysis

Learn more about Analytics Hub, the new all-in-one place for exploration and analysis of Performance Analytics data. Now it's even easier manage targets and thresholds, and explore breakdown combinati...

Joy of Reporting Series: The Trend Operator

It's sometimes necessary to select or filter records based on specific times, days, weeks, months, quarters, or years. In those cases the Trend operator in condition builder is your only option. This ...

New self paced training material about Time Series Widgets and Dashboard Administration

Have you seen the new training classes about Dashboard Usage Administration and on using Time Series widgets? These are both pretty quick to go through (~30-60 minutes each) and packed with great mate...

Joy of Reporting Series: Reporting with Related Record Conditions

First in a new series on ServiceNow reporting. In this session we talk about scenarios when your conditions are dependent on a records related to the table you're reporting on. How many Incidents have...

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...