Here are some examples of why certain KPIs in ServiceNow might only apply to one breakdown:
1. KPI: Average Resolution Time\
- Applicable Breakdown: Assignment Group
Example: Breaking down the average resolution time by "Assignment Group" helps identify which teams are performing efficiently or lagging.
- Not Suitable for: Category
Applying a breakdown by "Category" (e.g., "Incident Type") might not provide actionable insights for team-level performance.
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2. KPI: Number of Open Incidents
- Applicable Breakdown: Priority
Example: Breaking down open incidents by "Priority" (e.g., P1, P2) helps in understanding the urgency levels across incidents.
- Not Suitable for: Assignment Group and Category together
Combining multiple breakdowns like "Assignment Group" and "Category" could lead to excessive data segmentation, which may be hard to interpret and could hurt performance.
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3. KPI: SLA Breach Rate
- Applicable Breakdown: SLA Definition
Example: Breaking SLA breaches by "SLA Definition" (e.g., Resolution SLA, Response SLA) identifies specific SLA issues.
- Not Suitable for: Caller Department
A breakdown by "Caller Department" may not provide granular details relevant to SLA definitions and might result in irrelevant data.
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4. KPI: Customer Satisfaction Score (CSAT)
- Applicable Breakdown: Location
Example: Breaking CSAT scores by "Location" helps identify geographic trends in satisfaction.
- Not Suitable for: Assignment Group
Using "Assignment Group" as a breakdown might not link directly to customer feedback since satisfaction could be tied to external factors.
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5. KPI: Change Success Rate
- Applicable Breakdown: Change Type
Example: Breaking down success rates by "Change Type" (e.g., Standard, Emergency, Normal) provides actionable insights for process improvements.
- Not Suitable for: Change Priority
"Change Priority" (e.g., Critical, High) might not directly relate to success rate trends and could result in scattered data.
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