Platform Analytics articles

Out-of-the-Box Key Performance Indicators

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.

Automation Discovery || Knowledge & Troubleshooting Resources

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...

Getting Started With Performance Analytics: Activate

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 ...

Introducing Automation Discovery, find ITSM automation opportunities in your data fast! (Part 2)

Welcome to Part 2 of a two-part series on Automation Discovery. In this article I’ll walk you through the installation and creation of your first Automation Discovery report. If you missed Part 1, read that first and come back here. Installing Automa...

Create Map Sources and Reports

Hi Community, ServiceNow's Reporting feature might always amaze you with new possibilities. One of another amazing feature is Map Reports. You can show a World map on a Report and then display Incidents or CIs related to the specific countries. Furth...

Interlocked Category/Subcategory Custom Interactive Filters

INTRODUCTION I want to share a pair of custom interactive filter templates that I've made for Incident Category & Subcategory. The cool part is not that these filter category & subcategory. That's boring. What's cool is that these interlock with each...

Understanding How and When SLAs Are Calculated, and How It Might Affect Your Reports

SLA Recalculations Have you ever viewed an SLA record, only to have the values for elapsed percentage and time suddenly increase by multiple units? Or have you ever refreshed a list of SLA:s, without seeing the values of elapsed time change at al...

2024 - Platform Analytics Academy Sessions

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! 2024 - Platform Analytics Academy Sess...

How to save time with Report Sources

We all have those customers, you know, the ones with 10 reports that have a very small difference, but at its core is the same data. Maybe that customer is you, and you are tired of re-creating the same data over and over. Maybe you have a group of r...

Platform: Performance Analytics || Knowledge & Troubleshooting Resources

This article will no longer be updated as the topic is deprecated and continued under the umbrella of Platform Analytics. Table of Contents What is Performance Analytics?Trainings & CoursesArticles & Blog PostsVideos & PodcastsTroubleshooting My ...

Generate Report for Incidents handled or touched by your team even after reassignment

Hola Community, This question has been asked multiple times on the community and is always quite confusing. Although, it is OOB, we tend to make it complicated. In this video, we will see how can we pull a report of the incidents that are handled by ...

Now Intelligence for Dummies

Product Marketing just released a dummies book for Now Intelligence. It has a great overview of the use cases for Virtual Agent, Predictive Intelligence, and Performance Analytics. You can download the PDF here.

2023 - Platform Analytics Academy Sessions

Click on the topic for a quick recap, including recording the session and your reference presentation. You can check out all of our previously recorded Platform Analytics Academy sessions via this YouTube playlist. Enjoy! 2023 - Platform Analyti...

Actionable Analytics for Front Line Fulfillers

I recently saw a tweet from Dan Grady about "actionable analytics" and it made me think about a recent dashboarding experience. I was tasked with re-designing the dashboard for our front line staff-service desk employees, who work in a high-pace, hig...

How to Hide/Show Dashboard Breakdown Filter for Specific Tabs

Dashboards can contain both Performance Analytics widgets as well as reporting widgets. With PA, your indicators should have a fair number of useful breakdowns. To empower users to gain a better understanding of the information presented, as well as ...

Platform: Service Level Management || Knowledge & Troubleshooting Resources

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 Service Level Manag...

San-Diego Upgrade- How to manage Homepage deprecation, and convert a homepage to a Dashboard.

Problem statement - San Diego release end users may not be able to access homepages. Solution- Please be informed in advance that from the San Diego release, support for homepage functionality is being phased out so all the homepage needs to be conve...

Share reports in bulk || Multiple groups & Multiple users at once

The enhanced version of this utility can be found here. Use case: 1. Our delivery manager created 50+ reports for himself and now leaving the organization. These reports are now to be shared with the new delivery manager. 2. We are onboarding a new...

Using an in-built ServiceNow approximation for measuring the load times of slow dashboard charts

Everyone who ever had to investigate the reason for slow dashboard charts probably knows about the Report Stats overview page under 'report_stats.list'. It is a good way to check how often a chart was loaded and how much time it took to fetch the dat...

Performance Analytics Data Collection – Frequently asked questions

This article is a collection of frequently asked questions around Performance Analytics data collector. We’ll expand the list over time, so check back frequently. Feel free to post your own questions in the comments section following the article. Ke...