Servicenow KPI

[AdnanA241018654]

I need to create the KPI's.

Please let me know the best way to do this, My current version is Dev is Zuric and Prod is Aust.

Please share the KB's or any kind of resource related to this, if its not available then please let me know the way to achieve these.

Thank you in advance 

Service Measurement	Measurement Calculation	Measurement Window	Measurement Tool	Minimum Service Level	Expected Service Level
Incident Resolution Time – P1	(the number of P1 Incidents created in ITSM that are Restored and marked “Resolved” in ITSM within four hours during the Measurement Window) / (the number of P1 Incidents created during the Measurement Window) × 100	Monthly	SNOW	>=60.00%	>=63.33%
Incident Resolution Time – P2	(the number of P2 Incidents created in ITSM that are Restored and marked “Resolved” in ITSM within 12 hours during the Measurement Window) / (the number of P2 Incidents created during the Measurement Window) × 100	Monthly	SNOW	>=62.50%	>=67.12%
End User Satisfaction	(the sum of all numeric responses during the Measurement Window) / ((the number of responses during the Measurement Window) × (5)) × 100	Monthly	SNOW	>=81.83%	>=85.43%
Change-Induced Incident Rate P1/P2	(the number of production changes that result in a P1 or P2 Incident within seven calendar days during the Measurement Window) / (the number of production changes implemented during the Measurement Window) × 100	Monthly	SNOW	<=0.50%	<=0.25%