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 ...
Within ServiceNow, we have an abundance of data across every facet of the platform; Incident Records, Catalog Tasks, HR Cases, Ideas, etc. From this data, users and customers will - without a doubt - want to see it presented in a clean format that no...
Hi Folks! We are looking for people to join remote feedback sessions about a future tool called Formula Builder. We are interested in learning about the types of formulas you would like incorporated in this low-code tool. We would love to hear from a...
Hi everyone! We all want to create dashboards that visualize data in a great looking, but still clear and understandable way. The standard color schemes are good for this, but sometimes you want your dashboard to stand out or just have a different lo...
Articles, Blogs, Videos, Podcasts, Share projects - Experiences from the field Hi there, Where it comes down to advanced reporting, quickly Performance Analytics jumps in mind. Though ServiceNow out-of-the-box also comes with this nice - free - f...
A massive frustration of mine, and of many others it seems (see This Idea) is that sharing Reports on a dashboard is a major hassle. I've built a UI action, from the Dashboard Properties page, that will force a sync between the sharing permissions fo...
Microsoft Power BI is one of the most advanced business intelligence solutions that makes data integration possible for businesses. All that’s needed to take full advantage of this solution’s reporting and analytics potential is to integrate tools th...
To save time, users want to open an email on their phone and quickly see if they need to look more at an issue or if they can move on. By default, ServiceNow attaches reports (whether sent as a PDF or PNG) to emails when emailing a scheduled report...
Click on the topic for a quick recap, including recording the session and your reference presentation. This YouTube playlist includes all of our previously recorded Platform Analytics Academy sessions. Enjoy! 2025 - Platform Analytics Academy Sess...
I recommend bookmarking this article so that you are automatically notified by email when changes are made by me.If you miss any content, please leave it as a comment and I will add it to this article. Table of Contents What is Platform Analytics?...
Did you know that you can clear out the "Recent Selections" that appears up on the reference fields? On the reference qualifier fields, Recent selections are shown. If you wish not to show some of those recent selections on the list, please follow th...
I often receive questions on how to combine 2 reports of give extra visual layers to a report and the answer is always "Have you tried configuring the report structure?"This little button here... This handy little feature allows you to,Add a drill...
What is User Experience Analytics? The ServiceNow ® User Experience Analytics application provides dashboard views for monitoring usage analytics of your Next Experience wen applications as well as Virtual Agent, ServiceNow mobile, and Service Porta...
This article will no longer be updated as the topic is now deprecated and scheduled for removal from ServiceNow's capability portfolio.Please refer to my article about Platform Analytics, which now includes all reporting and analysis capabilities un...
As of this writing, with or without Performance Analytics enabled, ServiceNow doesn't come preconfigured to measure Incident First Reply Time (the amount of time it takes an agent to write the first public comment). Prior to migrating to ServiceNow, ...
Breakdown Matrix Vs Breakdown Relation Vs Breakdown Rollup in Performance Analytics In this article we will be deep diving in breakdowns and looking at different use cases and variety of breakdowns you can create withing ServiceNow Performance analy...
Problem:- Recently i found that there is an issue with activation of flow. When you click on activate button in subflow, there is a blank screen appearing . Generally its publish button, but activate button appears on subflow. Resolution:- Clea...
The attachments to this post list all of the out-of-the-box KPIs provided within Performance Analytics content packs. Be sure to download the correct version for your instance.
I recommend bookmarking this article so that you are automatically notified by email when changes are made by me.If you miss any content, please leave it as a comment and I will add it to this article. Table of Contents What is Automation Discover...
Welcome, and congratulations on getting started with Performance Analytics! This series of articles will help you activate and configure Performance Analytics in your ServiceNow instance. The articles will also help you start analyzing the collected ...
Thomas_Davis
ServiceNow
Steph Morillo
Lisa Latour
