Out of the box KPIs
Options
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
‎08-02-2017 02:27 PM
Is there a way to see all available out of the box KPIs for all applications?
Labels:
- Labels:
-
Performance Analytics
-
Reporting
2 REPLIES 2
Options
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
‎08-02-2017 02:46 PM
Here is the list of Indicators for most of the content packs:
| Name | Unit | Type | Indicator source | Package |
| % incident assignments responded in time | % | Formula | n/a | Performance Analytics - Content Pack - Incident SLA Management |
| % incidents resolved in time | % | Formula | n/a | Performance Analytics - Content Pack - Incident SLA Management |
| % new high risk changes | % | Formula | n/a | Performance Analytics - Content Pack - Change Management |
| % of cancelled requested items | % | Formula | n/a | Performance Analytics - Content Pack - Request Management (Requested Item) |
| % of changes closed before planned end date | % | Formula | n/a | Performance Analytics - Content Pack - Change Management |
| % of closed problems without any close notes | % | Formula | n/a | Performance Analytics - Content Pack - Problem Management |
| % of flagged knowledge articles | % | Formula | n/a | Performance Analytics - Content Pack - Knowledge Management |
| % of incidents closed by self-service | % | Formula | n/a | Performance Analytics |
| % of incidents not solved | % | Formula | n/a | Performance Analytics |
| % of incidents resolved by first assigned group | % | Formula | n/a | Performance Analytics |
| % of incidents resolved on same day opened | % | Formula | n/a | Performance Analytics |
| % of incidents resolved without reassignment | % | Formula | n/a | Performance Analytics |
| % of new critical incidents | % | Formula | n/a | Performance Analytics |
| % of new critical problems | % | Formula | n/a | Performance Analytics - Content Pack - Problem Management |
| % of new emergency changes | % | Formula | n/a | Performance Analytics - Content Pack - Change Management |
| % of open changes before planned end date | % | Formula | n/a | Performance Analytics - Content Pack - Change Management |
| % of open changes reassigned at least once | % | Formula | n/a | Performance Analytics - Content Pack - Change Management |
| % of open incidents not updated in last 30 days | % | Formula | n/a | Performance Analytics |
| % of open incidents not updated in last 5 days | % | Formula | n/a | Performance Analytics |
| % of open incidents reassigned at least once | % | Formula | n/a | Performance Analytics |
| % of open overdue incidents | % | Formula | n/a | Performance Analytics |
| % of open problems classified as known error | % | Formula | n/a | Performance Analytics - Content Pack - Problem Management |
| % of open problems not updated in last 30 days | % | Formula | n/a | Performance Analytics - Content Pack - Problem Management |
| % of open problems not updated in last 90 days | % | Formula | n/a | Performance Analytics - Content Pack - Problem Management |
| % of open problems with at least one incident | % | Formula | n/a | Performance Analytics - Content Pack - Problem Management |
| % of open requested items before due date | % | Formula | n/a | Performance Analytics - Content Pack - Request Management (Requested Item) |
| % of open requested items not updated in last 30 days | % | Formula | n/a | Performance Analytics - Content Pack - Request Management (Requested Item) |
| % of open requested items not updated in last 5 days | % | Formula | n/a | Performance Analytics - Content Pack - Request Management (Requested Item) |
| % of open requests before due date | % | Formula | n/a | Performance Analytics - Content Pack - Request Management (Requests) |
| % of open requests not updated in last 30 days | % | Formula | n/a | Performance Analytics - Content Pack - Request Management (Requests) |
| % of open requests not updated in last 5 days | % | Formula | n/a | Performance Analytics - Content Pack - Request Management (Requests) |
| % of problems closed on first assignment | Formula | n/a | Performance Analytics - Content Pack - Problem Management | |
| % of problems reassigned at least once | % | Formula | n/a | Performance Analytics - Content Pack - Problem Management |
| % of published articles flagged | % | Formula | n/a | Performance Analytics - Content Pack - Knowledge Management |
| % of published articles marked not useful | % | Formula | n/a | Performance Analytics - Content Pack - Knowledge Management |
| % of published articles marked useful | % | Formula | n/a | Performance Analytics - Content Pack - Knowledge Management |
| % of published articles used | % | Formula | n/a | Performance Analytics - Content Pack - Knowledge Management |
| % of published articles viewed | # | Formula | n/a | Performance Analytics - Content Pack - Knowledge Management |
| % of questions answered | % | Formula | n/a | Performance Analytics - Content Pack - Knowledge Management |
| % of rejected changes | % | Formula | n/a | Performance Analytics - Content Pack - Change Management |
| % of rejected requested items | % | Formula | n/a | Performance Analytics - Content Pack - Request Management (Requested Item) |
| % of requested items closed before due date | % | Formula | n/a | Performance Analytics - Content Pack - Request Management (Requested Item) |
| % of requests closed before due date | % | Formula | n/a | Performance Analytics - Content Pack - Request Management (Requests) |
| % of urgent changes | % | Formula | n/a | Performance Analytics - Content Pack - Change Management |
| % of use of knowledge articles viewed | % | Formula | n/a | Performance Analytics - Content Pack - Knowledge Management |
| % open and overdue incident assignments | % | Formula | n/a | Performance Analytics - Content Pack - Incident SLA Management |
| % open and overdue incidents | % | Formula | n/a | Performance Analytics - Content Pack - Incident SLA Management |
| % unsuccessful changes | % | Formula | n/a | Performance Analytics - Content Pack - Change Management |
| Average age of last update of open incidents | Days | Formula | n/a | Performance Analytics |
| Average age of open changes | Days | Formula | n/a | Performance Analytics - Content Pack - Change Management |
| Average age of open problems | Days | Formula | n/a | Performance Analytics - Content Pack - Problem Management |
| Average age of open requested items | Days | Formula | n/a | Performance Analytics - Content Pack - Request Management (Requested Item) |
| Average age of open requests | Days | Formula | n/a | Performance Analytics - Content Pack - Request Management (Requests) |
| Average age of updated since of open and overdue incidents | Days | Formula | n/a | Performance Analytics - Content Pack - Incident SLA Management |
| Average age of updated since of open changes | Days | Formula | n/a | Performance Analytics - Content Pack - Change Management |
| Average age of updated since of open problems | Days | Formula | n/a | Performance Analytics - Content Pack - Problem Management |
| Average age of updated since of open requested items | Days | Formula | n/a | Performance Analytics - Content Pack - Request Management (Requested Item) |
| Average age of updated since of open requests | Days | Formula | n/a | Performance Analytics - Content Pack - Request Management (Requests) |
| Average age open and overdue incidents | Days | Formula | n/a | Performance Analytics - Content Pack - Incident SLA Management |
| Average age open incidents | Days | Formula | n/a | Performance Analytics |
| Average article rating | Rate | Automated | Knowledge.Feedback.Rated | Performance Analytics - Content Pack - Knowledge Management |
| Average close time of changes | Days | Formula | n/a | Performance Analytics - Content Pack - Change Management |
| Average close time of incidents | Days | Formula | n/a | Performance Analytics |
| Average close time of problems | Days | Formula | n/a | Performance Analytics - Content Pack - Problem Management |
| Average close time of requested items | Days | Formula | n/a | Performance Analytics - Content Pack - Request Management (Requested Item) |
| Average close time of requests | Days | Formula | n/a | Performance Analytics - Content Pack - Request Management (Requests) |
| Average implementation time of closed changes | Days | Formula | n/a | Performance Analytics - Content Pack - Change Management |
| Average question answer count | # | Automated | Questions.Active | Performance Analytics - Content Pack - Knowledge Management |
| Average question view count | # | Automated | Questions.Active | Performance Analytics - Content Pack - Knowledge Management |
| Average re-assignment of open changes | # | Formula | n/a | Performance Analytics - Content Pack - Change Management |
| Average re-assignment of open incidents | # | Formula | n/a | Performance Analytics |
| Average re-assignment of open problems | # | Formula | n/a | Performance Analytics - Content Pack - Problem Management |
| Average re-assignment of open requested items | # | Formula | n/a | Performance Analytics - Content Pack - Request Management (Requested Item) |
| Average re-assignments of open requests | # | Formula | n/a | Performance Analytics - Content Pack - Request Management (Requests) |
| Average reassignment count of closed changes | # | Automated | Changes.Closed | Performance Analytics - Content Pack - Change Management |
| Average reassignment count of closed problems | # | Automated | Problems.Closed | Performance Analytics - Content Pack - Problem Management |
| Average reassignments of open and overdue incidents | # | Formula | n/a | Performance Analytics - Content Pack - Incident SLA Management |
| Average resolution time of resolved incidents | Days | Formula | n/a | Performance Analytics |
| Average time to publish knowledge articles | Days | Formula | n/a | Performance Analytics - Content Pack - Knowledge Management |
| Average use per knowledge article | Rate | Formula | n/a | Performance Analytics - Content Pack - Knowledge Management |
| Average view count of published articles | # | Automated | Knowledge.Article.Published | Performance Analytics - Content Pack - Knowledge Management |
| Average views per knowledge article | Rate | Formula | n/a | Performance Analytics - Content Pack - Knowledge Management |
| Change backlog growth | # | Formula | n/a | Performance Analytics - Content Pack - Change Management |
| Incident backlog growth | # | Formula | n/a | Performance Analytics |
| Number of active questions | # | Automated | Questions.Active | Performance Analytics - Content Pack - Knowledge Management |
| Number of active questions answered | # | Automated | Questions.Active | Performance Analytics - Content Pack - Knowledge Management |
| Number of changes closed before planned end date | # | Automated | Changes.Closed | Performance Analytics - Content Pack - Change Management |
| Number of closed changes | # | Automated | Changes.Closed | Performance Analytics - Content Pack - Change Management |
| Number of closed changes rejected | # | Automated | Changes.Closed | Performance Analytics - Content Pack - Change Management |
| Number of closed incidents | # | Automated | Incidents.Closed | Performance Analytics |
| Number of closed problems | # | Automated | Problems.Closed | Performance Analytics - Content Pack - Problem Management |
| Number of closed problems without close notes | # | Automated | Problems.Closed | Performance Analytics - Content Pack - Problem Management |
| Number of closed requested items | # | Automated | RequestedItems.Closed | Performance Analytics - Content Pack - Request Management (Requested Item) |
| Number of closed requested items cancelled | # | Automated | RequestedItems.Closed | Performance Analytics - Content Pack - Request Management (Requested Item) |
| Number of closed requested items rejected | # | Automated | RequestedItems.Closed | Performance Analytics - Content Pack - Request Management (Requested Item) |
| Number of closed requests | # | Automated | Requests.Closed | Performance Analytics - Content Pack - Request Management (Requests) |
| Number of flagged knowledge articles | # | Automated | Knowledge.Article.Flagged | Performance Analytics - Content Pack - Knowledge Management |
| Number of incident assignments responded to in time | # | Automated | Incidents.OLA.Resolved | Performance Analytics - Content Pack - Incident SLA Management |
| Number of incident assignments that should have been responded to in time | # | Automated | Incidents.OLA.Resolved | Performance Analytics - Content Pack - Incident SLA Management |
| Number of incidents closed by self-service | # | Automated | Incidents.Closed | Performance Analytics |
| Number of incidents deflected by knowledge | # | Automated | Incidents.Deflected | Performance Analytics - Content Pack - Knowledge Management |
| Number of incidents not solved | # | Automated | Incidents.Closed | Performance Analytics |
| Number of incidents resolved in time | # | Automated | Incidents.SLA.Resolved | Performance Analytics - Content Pack - Incident SLA Management |
| Number of incidents resolved on the same day opened | # | Automated | Incidents.Resolved | Performance Analytics |
| Number of incidents resolved that should have been resolved in time | # | Automated | Incidents.SLA.Resolved | Performance Analytics - Content Pack - Incident SLA Management |
| Number of knowledge articles | # | Automated | Knowledge.Article.Active | Performance Analytics - Content Pack - Knowledge Management |
| Number of knowledge articles used | # | Automated | Knowledge.Article.Used | Performance Analytics - Content Pack - Knowledge Management |
| Number of knowledge articles viewed | # | Automated | Knowledge.Article.Viewed | Performance Analytics - Content Pack - Knowledge Management |
| Number of new changes | # | Automated | Changes.New | Performance Analytics - Content Pack - Change Management |
| Number of new emergency changes | # | Automated | Changes.New | Performance Analytics - Content Pack - Change Management |
| Number of new incidents | # | Automated | Incidents.New | Performance Analytics |
| Number of new knowledge articles | # | Automated | Knowledge.Article.New | Performance Analytics - Content Pack - Knowledge Management |
| Number of new knowledge feedback | # | Automated | Knowledge.Feedback.New | Performance Analytics - Content Pack - Knowledge Management |
| Number of new knowledge feedback rated | # | Automated | Knowledge.Feedback.New | Performance Analytics - Content Pack - Knowledge Management |
| Number of new problems | # | Automated | Problems.New | Performance Analytics - Content Pack - Problem Management |
| Number of new requested items | # | Automated | RequestedItems.New | Performance Analytics - Content Pack - Request Management (Requested Item) |
| Number of new requests | # | Automated | Requests.New | Performance Analytics - Content Pack - Request Management (Requests) |
| Number of open and overdue incident assignments | # | Automated | Incidents.OLA.Open | Performance Analytics - Content Pack - Incident SLA Management |
| Number of open and overdue incidents | # | Automated | Incidents.SLA.Open | Performance Analytics - Content Pack - Incident SLA Management |
| Number of open changes | # | Automated | Changes.Open | Performance Analytics - Content Pack - Change Management |
| Number of open changes after planned end date | # | Automated | Changes.Open | Performance Analytics - Content Pack - Change Management |
| Number of open changes before planned end date | # | Automated | Changes.Open | Performance Analytics - Content Pack - Change Management |
| Number of open incident assignments that should be responded to in time | # | Automated | Incidents.OLA.Open | Performance Analytics - Content Pack - Incident SLA Management |
| Number of open incidents | # | Automated | Incidents.Open | Performance Analytics |
| Number of open incidents not updated in last 30 days | # | Automated | Incidents.Open | Performance Analytics |
| Number of open incidents not updated in last 5 days | # | Automated | Incidents.Open | Performance Analytics |
| Number of open incidents that should be resolved in time | # | Automated | Incidents.SLA.Open | Performance Analytics - Content Pack - Incident SLA Management |
| Number of open overdue incidents | # | Automated | Incidents.Open | Performance Analytics |
| Number of open problems | # | Automated | Problems.Open | Performance Analytics - Content Pack - Problem Management |
| Number of open problems classified as known error | # | Automated | Problems.Open | Performance Analytics - Content Pack - Problem Management |
| Number of open problems not updated in last 30 days | # | Automated | Problems.Open | Performance Analytics - Content Pack - Problem Management |
| Number of open problems not updated in last 90 days | # | Automated | Problems.Open | Performance Analytics - Content Pack - Problem Management |
| Number of open problems with at least one open incident | # | Automated | Incident.Problem.Open | Performance Analytics - Content Pack - Problem Management |
| Number of open requested items | # | Automated | RequestedItems.Open | Performance Analytics - Content Pack - Request Management (Requested Item) |
| Number of open requested items before due date | # | Automated | RequestedItems.Open | Performance Analytics - Content Pack - Request Management (Requested Item) |
| Number of open requested items not updated in last 30 days | # | Automated | RequestedItems.Open | Performance Analytics - Content Pack - Request Management (Requested Item) |
| Number of open requested items not updated in last 5 days | # | Automated | RequestedItems.Open | Performance Analytics - Content Pack - Request Management (Requested Item) |
| Number of open requests | # | Automated | Requests.Open | Performance Analytics - Content Pack - Request Management (Requests) |
| Number of open requests before due date | # | Automated | Requests.Open | Performance Analytics - Content Pack - Request Management (Requests) |
| Number of open requests not updated in last 30 days | # | Automated | Requests.Open | Performance Analytics - Content Pack - Request Management (Requests) |
| Number of open requests not updated in last 5 days | # | Automated | Requests.Open | Performance Analytics - Content Pack - Request Management (Requests) |
| Number of problems closed on first assignment | # | Automated | Problems.Closed | Performance Analytics - Content Pack - Problem Management |
| Number of published articles flagged | # | Automated | Knowledge.Article.Flagged | Performance Analytics - Content Pack - Knowledge Management |
| Number of published articles marked useful | # | Automated | Knowledge.Article.Useful | Performance Analytics - Content Pack - Knowledge Management |
| Number of published articles used | # | Automated | Knowledge.Article.Used | Performance Analytics - Content Pack - Knowledge Management |
| Number of published articles viewed | # | Automated | Knowledge.Article.Viewed | Performance Analytics - Content Pack - Knowledge Management |
| Number of published knowledge articles | # | Automated | Knowledge.Article.Published | Performance Analytics - Content Pack - Knowledge Management |
| Number of published knowledge articles marked not useful | # | Automated | Knowledge.Article.Not Useful | Performance Analytics - Content Pack - Knowledge Management |
| Number of reassigned open changes | # | Automated | Changes.Open | Performance Analytics - Content Pack - Change Management |
| Number of reassigned open incidents | # | Automated | Incidents.Open | Performance Analytics |
| Number of reassigned open problems | # | Automated | Problems.Open | Performance Analytics - Content Pack - Problem Management |
| Number of related incidents in closed problems | # | Automated | Problems.Closed | Performance Analytics - Content Pack - Problem Management |
| Number of related incidents in open problems | # | Automated | Problems.Open | Performance Analytics - Content Pack - Problem Management |
| Number of requested items closed before due date | # | Automated | RequestedItems.Closed | Performance Analytics - Content Pack - Request Management (Requested Item) |
| Number of requests closed before due date | # | Automated | Requests.Closed | Performance Analytics - Content Pack - Request Management (Requests) |
| Number of resolved incidents | # | Automated | Incidents.Resolved | Performance Analytics |
| Number of resolved incidents by first assigned group | # | Automated | Incidents.Resolved | Performance Analytics |
| Number of unique users viewing knowledge articles | # | Automated | Knowledge.Article.Viewed | Performance Analytics - Content Pack - Knowledge Management |
| Number of unsuccessful changes | # | Automated | Changes.Closed | Performance Analytics - Content Pack - Change Management |
| Problem backlog growth | # | Formula | n/a | Performance Analytics - Content Pack - Problem Management |
| Requested items backlog growth | # | Formula | n/a | Performance Analytics - Content Pack - Request Management (Requested Item) |
| Requests backlog growth | # | Formula | n/a | Performance Analytics - Content Pack - Request Management (Requests) |
| Sum of rating of new knowledge feedback | # | Automated | Knowledge.Feedback.Rated | Performance Analytics - Content Pack - Knowledge Management |
| Sum use count of published knowledge articles | # | Automated | Knowledge.Article.Published | Performance Analytics - Content Pack - Knowledge Management |
| Sum view count of published knowledge articles | # | Automated | Knowledge.Article.Published | Performance Analytics - Content Pack - Knowledge Management |
| Summed age of last update of open incidents | Hours | Automated | Incidents.Open | Performance Analytics |
| Summed age of open and overdue incidents | Hours | Automated | Incidents.SLA.Open | Performance Analytics - Content Pack - Incident SLA Management |
| Summed age of open changes | Hours | Automated | Changes.Open | Performance Analytics - Content Pack - Change Management |
| Summed age of open incidents | Hours | Automated | Incidents.Open | Performance Analytics |
| Summed age of open problems | Hours | Automated | Problems.Open | Performance Analytics - Content Pack - Problem Management |
| Summed age of open requested item | Hours | Automated | RequestedItems.Open | Performance Analytics - Content Pack - Request Management (Requested Item) |
| Summed age of open requests | Hours | Automated | Requests.Open | Performance Analytics - Content Pack - Request Management (Requests) |
| Summed age of updated since of open and overdue incidents | Hours | Automated | Incidents.SLA.Open | Performance Analytics - Content Pack - Incident SLA Management |
| Summed age of updated since of open changes | Hours | Automated | Changes.Open | Performance Analytics - Content Pack - Change Management |
| Summed age of updated since of open problems | Hours | Automated | Problems.Open | Performance Analytics - Content Pack - Problem Management |
| Summed age of updated since of open requested item | Hours | Automated | RequestedItems.Open | Performance Analytics - Content Pack - Request Management (Requested Item) |
| Summed age of updated since of open requests | Hours | Automated | Requests.Open | Performance Analytics - Content Pack - Request Management (Requests) |
| Summed duration of closed changes | Hours | Automated | Changes.Closed | Performance Analytics - Content Pack - Change Management |
| Summed duration of closed incidents | Hours | Automated | Incidents.Closed | Performance Analytics |
| Summed duration of closed problems | Hours | Automated | Problems.Closed | Performance Analytics - Content Pack - Problem Management |
| Summed duration of closed requested items | Hours | Automated | RequestedItems.Closed | Performance Analytics - Content Pack - Request Management (Requested Item) |
| Summed duration of closed requests | Hours | Automated | Requests.Closed | Performance Analytics - Content Pack - Request Management (Requests) |
| Summed duration of published articles | Hours | Automated | Knowledge.Article.Published | Performance Analytics - Content Pack - Knowledge Management |
| Summed duration of resolved incidents | Hours | Automated | Incidents.Resolved | Performance Analytics |
| Summed implementation time closed changes | Days | Automated | Changes.Closed | Performance Analytics - Content Pack - Change Management |
| Summed re-assignment of open changes | # | Automated | Changes.Open | Performance Analytics - Content Pack - Change Management |
| Summed re-assignment of open incidents | # | Automated | Incidents.Open | Performance Analytics |
| Summed re-assignment of open problems | # | Automated | Problems.Open | Performance Analytics - Content Pack - Problem Management |
| Summed re-assignment of open requested item | # | Automated | RequestedItems.Open | Performance Analytics - Content Pack - Request Management (Requested Item) |
| Summed re-assignments of open requests | # | Automated | Requests.Open | Performance Analytics - Content Pack - Request Management (Requests) |
| Summed reassignments of open and overdue incidents | # | Automated | Incidents.SLA.Open | Performance Analytics - Content Pack - Incident SLA Management |
| Total rating of published knowledge articles | # | Automated | Knowledge.Article.Published | Performance Analytics - Content Pack - Knowledge Management |
Options
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
‎08-03-2017 08:59 AM
And generally, if you just want to see the list currently available to you, for example if you have the basic Performance Analytics that's included with ServiceNow, but aren't paying for Premium, or if you don't have some of the content packs installed, then you can see the KPIs you currently have available by looking in:
Performance Analytics -> Automated Indicators
and
Performance Analytics -> Formula Indicators
