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3 weeks ago
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% |
Solved! Go to Solution.
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3 weeks ago
ServiceNow Platform Analytics is the tool we can use to accomplish the KPIs listed on the Excel sheet.
The best way to approach the implementation of these KPIs is to follow the steps outlined in the description of the standard implementation of Platform Analytics process below.
Implementation Steps
1. Indicator Source Creation
Create Indicator Source for the required table, KPI filters, and data conditions.
2. Automated Indicator – Numerator
Create an Automated Indicator to calculate the number of records which meet the criteria for success of the KPI.
3. Automated Indicator – Denominator
Create an Automated Indicator to compute the total number of records for which the measurement applies within the Measurement Window.
4. Formula Indicator Creation
Create a Formula Indicator to compute the final KPI with the Numerator and Denominator.
5. Daily Data Collection Job
Configure the job to collect KPI scores within the defined Measurement Window.
6. Historical Data Collection Job
Configure the job to collect KPI scores for the history period required.
Example: P1 Incidents Resolved Within 4 Hours (%)
The following demonstrates the steps required for the KPI of “P1 Incidents Resolved Within 4 Hours (%)”
Automated Indicator – Numerator
Number of P1 Incidents created within the Measurement Window and resolved within 4 hours.
Automated Indicator – Denominator
Number of P1 Incidents created within the Measurement Window.
Formula Indicator
(Number of P1 Incidents Resolved Within 4 Hours ÷ Number of P1 Incidents Created) x 100
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3 weeks ago
ServiceNow Platform Analytics is the tool we can use to accomplish the KPIs listed on the Excel sheet.
The best way to approach the implementation of these KPIs is to follow the steps outlined in the description of the standard implementation of Platform Analytics process below.
Implementation Steps
1. Indicator Source Creation
Create Indicator Source for the required table, KPI filters, and data conditions.
2. Automated Indicator – Numerator
Create an Automated Indicator to calculate the number of records which meet the criteria for success of the KPI.
3. Automated Indicator – Denominator
Create an Automated Indicator to compute the total number of records for which the measurement applies within the Measurement Window.
4. Formula Indicator Creation
Create a Formula Indicator to compute the final KPI with the Numerator and Denominator.
5. Daily Data Collection Job
Configure the job to collect KPI scores within the defined Measurement Window.
6. Historical Data Collection Job
Configure the job to collect KPI scores for the history period required.
Example: P1 Incidents Resolved Within 4 Hours (%)
The following demonstrates the steps required for the KPI of “P1 Incidents Resolved Within 4 Hours (%)”
Automated Indicator – Numerator
Number of P1 Incidents created within the Measurement Window and resolved within 4 hours.
Automated Indicator – Denominator
Number of P1 Incidents created within the Measurement Window.
Formula Indicator
(Number of P1 Incidents Resolved Within 4 Hours ÷ Number of P1 Incidents Created) x 100
https://www.servicenow.com/docs/r/now-intelligence/performance-analytics/t_CreateAnAutomatedIndicato...
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3 weeks ago
ServiceNow Platform Analytics is the tool we can use to accomplish the KPIs listed on the Excel sheet.
The best way to approach the implementation of these KPIs is to follow the steps outlined in the description of the standard implementation of Platform Analytics process below.
Implementation Steps
1. Indicator Source Creation
Create Indicator Source for the required table, KPI filters, and data conditions.
2. Automated Indicator – Numerator
Create an Automated Indicator to calculate the number of records which meet the criteria for success of the KPI.
3. Automated Indicator – Denominator
Create an Automated Indicator to compute the total number of records for which the measurement applies within the Measurement Window.
4. Formula Indicator Creation
Create a Formula Indicator to compute the final KPI with the Numerator and Denominator.
5. Daily Data Collection Job
Configure the job to collect KPI scores within the defined Measurement Window.
6. Historical Data Collection Job
Configure the job to collect KPI scores for the history period required.
Example: P1 Incidents Resolved Within 4 Hours (%)
The following demonstrates the steps required for the KPI of “P1 Incidents Resolved Within 4 Hours (%)”
Automated Indicator – Numerator
Number of P1 Incidents created within the Measurement Window and resolved within 4 hours.
Automated Indicator – Denominator
Number of P1 Incidents created within the Measurement Window.
Formula Indicator
(Number of P1 Incidents Resolved Within 4 Hours ÷ Number of P1 Incidents Created) x 100
https://www.servicenow.com/docs/r/now-intelligence/performance-analytics/t_CreateAnAutomatedIndicato...
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3 weeks ago
ServiceNow Platform Analytics is the tool we can use to accomplish the KPIs listed on the Excel sheet.
The best way to approach the implementation of these KPIs is to follow the steps outlined in the description of the standard implementation of Platform Analytics process below.
Implementation Steps
1. Indicator Source Creation
Create Indicator Source for the required table, KPI filters, and data conditions.
2. Automated Indicator – Numerator
Create an Automated Indicator to calculate the number of records which meet the criteria for success of the KPI.
3. Automated Indicator – Denominator
Create an Automated Indicator to compute the total number of records for which the measurement applies within the Measurement Window.
4. Formula Indicator Creation
Create a Formula Indicator to compute the final KPI with the Numerator and Denominator.
5. Daily Data Collection Job
Configure the job to collect KPI scores within the defined Measurement Window.
6. Historical Data Collection Job
Configure the job to collect KPI scores for the history period required.
Example: P1 Incidents Resolved Within 4 Hours (%)
The following demonstrates the steps required for the KPI of “P1 Incidents Resolved Within 4 Hours (%)”
Automated Indicator – Numerator
Number of P1 Incidents created within the Measurement Window and resolved within 4 hours.
Automated Indicator – Denominator
Number of P1 Incidents created within the Measurement Window.
Formula Indicator
(Number of P1 Incidents Resolved Within 4 Hours ÷ Number of P1 Incidents Created) x 100
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3 weeks ago
Thank you so much
