If your organization uses Catalog Items to only produce Requested Items, then measuring usage is straightforward (group a count of Requested Item records by the Item field). Our organization, though, uses the Service Catalog to produce many other typ...
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...
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...
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...
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 ...
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 ...
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.
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...
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...
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 ...
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...
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...
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...
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...
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...
Governance in Performance Analytics and Dashboards UPDATED - Summer 2024 Like any other service management process or program, analytics requires certain tasks to be completed. A critical part of any program is determining answers to these questions:...
Hi folks, if you're working with Predictive Intelligence in Quebec and missed K21 you'll want to check out the newly posted K21 Predictive Intelligence Lab. I've updated the content to include the latest improvements in Quebec including using the Fl...
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 the Virtual Agent?T...
This Article will cover published reports. How to identify the amount of published reports within a instance and how to unpublish several of these in one action. Background and Use Case When working with reports in ServiceNow, users with roles: repor...
This article will no longer be updated as the topic is now deprecated.Please refer to my article about Platform Analytics, which now includes all reporting and analysis capabilities under one roof. Table of Contents What is Reporting?Trainings & C...
Thomas_Davis
ServiceNow
Steph Morillo
Lisa Latour
