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ServiceNow
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Welcome to ServiceNow® Are you ready to start your Platform Analytics implementation journey? This guide gives you valuable information you can share with your team, including proven guidance and links to key resources—all designed to set you on the path to success. While this guide is primarily designed for ServiceNow platform owners, it also contains useful information if you have a different role in your organization. Let’s get started! |
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Guide Overview Here’s an overview of the topics we will cover in the guide:
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Start by familiarizing yourself with Platform Analytics focuses on two key Platform products, Performance Analytics and Reporting, which come with many features that can help you put the power of data into the hands of stakeholders and subject matter experts who are responsible for successful service delivery and take action easily with the latest data at your fingertips. You can get an high-level overview of these features in the Performance Analytics data sheet and Reporting product documentation. The box on the right will also tell you how you can benefit from using Platform Analytics products in your organization. If you’re wondering how to get Performance Analytics and Reporting, they are available with the Now Platform: Deliver workflows that connect people, functions, and systems with the platform of platforms for digital business. (product page) (data sheet) This Performance Analytics (PA) Fundamentals course will help you learn the best practices for using and administering the premium ServiceNow Performance Analytics application. If you are new to ServiceNow, we also strongly recommend that you take this very short Get Started with the Now Platform course to learn the platform basics. If you want a deeper dive into using the Now Platform, a longer ServiceNow Fundamentals course is also available.
Identify your desired business outcomes Before you start to implement Platform Analytics, it’s critical to have a clear vision of what you want to accomplish. Platform Analytics products allow you to deliver many positive business outcomes, and you can achieve all of this over time. However, by deciding which outcomes are most important for your organization and agreeing on them with your stakeholders, you can set clear expectations and tailor your initial implementation to realize these goals.
For example, your goals might include gaining efficiency, improving service quality, or increasing the speed of delivery and simplifying processes. That means achieving SLAs and increasing critical services availability, which can be driven by ensuring consistent SLAs aligned with strategic imperatives and very specific KPIs. If you’re not sure where to start and which KPIs will help you achieve these goals, here are some examples to consider:
Aside from having specific KPIs, it is also helpful to identify business objectives based on stakeholder roles as shown in the table below:
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Benefits of Performance Analytics:
Benefits of Reporting:
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Chart a path to implementation If you have chosen to work with a ServiceNow partner or ServiceNow Expert Services for your implementation, it’s important to clearly communicate the business outcomes you want to achieve and agree on a well-structured roadmap to attain these goals. If you need guidance on successfully engaging with an implementation partner, this workbook is an excellent starting point. To accelerate time to value and reduce risk, make sure that your partner uses Now Create, ServiceNow’s library of more than 700 leading implementation practices. We also recommend you use Now Create if you are self-implementing, as it provides a wealth of assets designed to guide you to success. If you want to work with a partner but haven’t selected one yet, check out our Partner Finder or talk to your ServiceNow account representative about ServiceNow Expert Services. We can also work with your chosen partner to infuse our expertise into your implementation through our ServiceNow Assure service offering. For those of you who have purchased ServiceNow Impact services you will have ServiceNow experts and resources at your fingertips to help you through your implementation of Platform Analytics and achieving your goals. If you do not have a ServiceNow Impact package, consider how having dedicated resources, discounted training, and jumpstart services can help you get the most out of your ServiceNow investment. Read more here. |
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Self-implementation Build your team’s skills If you are planning to self-implement, you need to give your platform team the skills they need to succeed. The best way of doing this is to become a certified ServiceNow professional. We offer several certification paths for different roles on your team. Check out the links below:
Make your implementation smooth and easy For a comprehensive implementation process framework that is proven to scale to the largest, most complex global deployments, check out our Success Packs on Now Create. Success Packs tailor our core Now Create methodology consisting of more than 700 leading practices to deliver business outcomes aligned with specific product sets. Here’s the Success Pack for Platform Analytics:
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Pro Tip Stick to out-of-the-box ServiceNow functionality wherever possible. This Performance Analytics Deployment Guide provides implementation steps to achieve a prescribed set of Performance Analytics outcomes. |
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Prepare for organizational change To successfully deploy Platform Analytics, you need your business to understand and use Platform Analytics and recognize its benefits. To do this, you need to communicate what’s changing and why to both your end users and service desk agents. You also need to ensure that your agents are trained on ServiceNow Platform Analytics. This webpage provides detailed guidance on how to plan for organizational change. If you need help creating a winning communications plan, this communications plan template also provides useful advice. The following courses are a great starting point for training your agents and other Platform Analytics process users: |
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Bookmark these resources! ServiceNow Customer Success Center -- The CSC is a one-stop shop that gives you instant access to proven methodologies, leading practices, and expert insights and advice. NowSupport -- You can get technical issues resolved quickly by contacting our team comprised of ServiceNow employees with deep product knowledge and real-world experience. Read more here on how to use support. |
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