Performance Analytics for Incidents

[Community Alums]

Hello, How are you using Performance Analytics for Incidents? PS. What's the difference (technical view) between Performance Analystics and normal Reporting module available OOTB?

[Brad Tilton]

Hi Rafael,

The biggest difference between PA and OOB Reporting is that PA allows you to aggregate data over time, whereas reporting is showing the current state of the records only.

Performance Analytics and Reporting

The nice thing is that Performance Analytics for Incidents is available for free OOB so you can get a handle on the difference and decide whether you want to purchase the full PA suite.

[Chuck Tomasi · Accepted solution]

Hi Rafael,

Most customers are using PA for incident management with OOB indicators to determine where they can improve the process. Some have gone further and added additional leading and lagging indicators for additional information. For example, how many times has an incident been escalated from L1 support to L2 support over the last month? Is this trend increasing or decreasing? Once you know that, you can start to look at root causes like staff turnover, training, new technologies implemented, etc.

Technically, reporting is a current view of how the data is today based on live data. It represents the live data. In some cases, that's too late to do anything about.

Performance Analytics takes snapshots to save meta data (scores) that you define. Using this information you can start to gain insights to how your data is changing over time and where you can make performance optimizations based on decision points (or indicators.) You define the indicator sources, indicators, of what data you want to see and breakdowns (e.g. by category, assignment group, etc) how you want to see it.

Let me know if you need more detail than that.

https://docs.servicenow.com/bundle/helsinki-performance-analytics-and-reporting

[zyatiko]

Hi Chuck,

Could you please specify what exactly is meant by 'PA aggregates data over time'? I've read my eyes off, trying to figure out the difference between PA and standard reporting. And so far, no distinctive answer..

I realize that PA collects data and visualizes it. I get the idea that this process is continious, but here's what I stumble upon:

With PA, we can see, for example, how the number of open incidents changes through time. But I can make that same report with SN reporting. A line chart report that would show me how this number changed over days, weeks, months, years. Or a pie chart report could show the number of incidents open this month grouped by priority (for instance). In this case, the data in the report would always be updated. So where's the difference then, if I can see the same data and how it's changing?

I also see that there is a possibility to set thresholds and targets in PA, that PA's scorecards and widgets are probably more interactive that usual reports. I know that PA has the possibility to make forecasts. There also seems to be a structured collection of KPIs in PA (unlike in reporting). But maybe there is something else that makes PA really different from reporting?

Sorry for being the gazzillion's person asking the same thing about PA. I just can't seem to grasp it all. Even after watching numerous videos and reading SN documentation and articles on it..

Thank you!

[Uncle Rob]

Hey Ann,

Standard reporting will only show you only what hte data looks like now.   Performance Analytics will essentially take snapshots and summaries over time.
So lets say you're comparing the number of tickets in all the states.   Today, with OOB reporting, you only know that information across all tickets TODAY.
With Performance Analytics you would know what it was at every interval (typically days).

This is how you're going to find out if your performance indicators are actually improving over time.   You're measuring the KPI's and then saving the record of their measurement.

That help at all?