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My library Knowledge Sources To Go is very popular, but it was intended mainly as a thematically grouped guide to standard sources and was provided by me as a PDF file. For certain topics, however, there is so much content that I can no longer include it in that document, as it cannot continue to grow forever.
For this reason, I have decided to handle such topics in individual community articles like this one instead.
What is Performance Analytics?
Performance Analytics is an in-platform process optimization solution to create management dashboards, report on KPIs and metrics, and answer key business questions to help increase quality and reduce the costs of service delivery.
Entry point to the official product information pages
Entry point to the official product documentation
Summarized overview in one PDF file
Product Architecture Blueprint
Build a performance Management approach for ServiceNow
Trainings & Courses
First steps with Performance Analytics
In this course you will learn the basic concepts of Performance Analytics and train them in a real scenario.
Articles & Blog Posts
Leveraging Time Series in Performance Analytics
There may come the need for a Performance Analytics Administrator to clear or purge the data from certain tables in the Performance Analytics system. This article will describe and detail some of the methods that can be used to clear such data. Caution should be exercised, of course, as these deletions are irreversible operations.
Measuring Incident Reassignments to the Service Desk (or any other group) in Performance Analytics
Our Service Desk is the frontline of our IT support operation. Customers contact them, they solve the Incidents they can at the point of contact, and they route the rest to other internal teams. Sometimes, though, those internal teams reassign their own Incidents to the Service Desk, which subverts the intended flow and places an undue burden on the Service Desk (who already experience by far the highest volume of Incidents in the organization). To help tackle this problem, we wanted to be able to:
- See which internal teams were reassigning their Incidents to the Service Desk
- Rank those teams by the volume of their reassignments
- Drill-Down to examine individual Incidents in order to better understand why they were reassigned
Clearing Performance Analytics Score data
There may come the need for a Performance Analytics Administrator to clear or purge the data from certain tables in the Performance Analytics system. This article will describe and detail some of the methods that can be used to clear such data. Caution should be exercised, of course, as these deletions are irreversible operations.
Performance Analytics and Table Rotation
Table Rotation can sometimes have unexpected results in conjunction with Performance Analytics. This article will describe the cause of some of these discrepancies.
Configuring the Performance Analytics Table Cleaner
This article will describe the steps that can be used to modify some configuration of the objects and processes that control the cleaning of these Performance Analytics score records.
Videos & Podcasts
Series of videos about all aspects of Platform Analytics.
2020-02-05 by GlideFast Consulting
Performance Analytics (PA) in ServiceNow
David Tapia of GlideFast Consulting explains Performance Analytics (PA) in ServiceNow in this Share the Wealth session.
2021-04-19 by ServiceNow Support
Build a performance management approach for ServiceNow
This video provides an overview of performance management and outlines the steps for defining and communicating KPIs
2022-03-18 by ServiceNow Community
How to activate and configure ServiceNow Performance Analytics
Customers that have ServiceNow Performance Analytics have a leg up on everyone else. Connect with experts who explain what this integrated process optimization tool can do for your business - and how you can get up and running fast.
2022-04-15 by ServiceNow Community
Get started using Performance Analytics - how to use the out of the box dashboards
You’ve activated the ServiceNow Performance Analytics plugin! Now, learn how you can tap into hundreds of predefined KPIs and out-of-the-box dashboards to get the quick insights you need for smarter, more efficient IT service delivery.
2023-03-09 by ServiceNow Community
What's New in Utah for Platform Analytics
In this Platform Analytics Academy session we discussed and demoed new Platform Analytics features in the Utah release. This session had some really great content and very engaging Q&A.
2023-03-24 by ServiceNow Community
Utah Next Experience Analytics - Ask the Experts
In this Platform Analytics Academy session we held a "Ask the Experts" session for Utah - Next Experience Analytics. Take a look at the video below to gain better insights in Next Experience Analytics.
2023-08-24 by ServiceNow Community
What's New in Vancouver Platform Analytics
In this Platform Analytics Academy session, we discussed and demoed What's New in Vancouver as it relates to Platform Analytics. This is an opportunity for you as the customer to see what is Vancouver to be prepared for Platform Analytics in our Vancouver release. If you are interested in the Platform Analytics for the Vancouver release, then you will want to check out this session.
2023-09-07 by ServiceNow Community
Platform Analytics to the Next Level
In our Platform Analytics Academy session, we offered a sneak peek into the future of Platform Analytics. Soon, we'll launch the Next Analytics Experience, a unified platform that combines all the valuable features you've seen separately, along with exciting new additions in the upcoming W&X release. Many of you joined those sessions to discover what was coming, the benefits it brought, training opportunities, and how to prepare for the journey ahead. We hope you didn't miss out and were part of this exciting journey with us! Check out the recording to hear about it all.
2023-11-02 by ServiceNow Community
Move Analytics Content from CoreUI to Next Experience
In this Platform Analytics Academy session, we explored the advantages of transitioning from CoreUI Analytics to a single unified Analytics Experience. We dove into enhanced features, streamlined processes, and improved data visualization. Embrace this evolution for better decision-making and deeper insights.
2024-02-22 by ServiceNow Community
What's New in Washington "Platform Analytics"
This session offered a comprehensive overview, including live demos, to showcase the new features and improvements that came with the Washington release. It was a great opportunity to gain insights and prepare yourself for the next advancements in your ServiceNow experience.
Troubleshooting
Known Error Portal
Pre-configured filter for the respective topic. Remove the query string or modify the filters on the left side if you want to narrow down the search results in a different way.
Selected Articles
No data shown for a particular indicator in Performance Analytics (KB0547461)
No data shown for a particular breakdown in Performance Analytics (KB0547462)
Properties limiting the number of Indicator records and Breakdown elements appearing on a Scoresheet (KB0676295)
Data Collection Job log Warning > Snapshot within this range is older than the maximum age, based on... (KB0676295)
Performance Analytics job is running very slow and it is taking very long time to execute (KB0779045)
Unable to create new indicator records with licensed Performance Analytics (KB0792422)
