(eBook) Now on Now: How Performance Analytics gives us visibility and control

[Tom Pacyk]

It’s more than a sound bite. It’s the foundation of business success. Yes, goals and plans are critical. But unless you can measure your business performance, how do you know your plan is working? You don’t. There’s no way to see your progress—or even to know if you’ve set the right goals.

That’s why ServiceNow® Performance Analytics is so important. It delivers 360° visibility of your business performance against your strategic, operational, and individual objectives—how you have performed in the past, how you are performing now, and how you are likely to perform in future. That gives you actionable insights— so you can tackle issues and identify opportunities as soon as they start to appear.

At ServiceNow, Performance Analytics ensures quality and drives continuous improvement across our business—whether that’s in customer service, development, professional services, or our internal IT support. It’s a crucial part of our digital transformation journey.

In this eBook, we take a deeper look at one of these areas—customer service. We'll share some key challenges, how we solved them, and the bene ts we’ve seen. We hope that our own experience provides practical insights into how you can use Performance Analytics to transform your own business.