What are Leading and Lagging indicators

[vaibhavsingh]

Hi All,

I am looking for a detail Leading and Lagging indicator list in service now. is there any detail document related to it?

How service now uses these for customer solutions?

How can it be useful individually?

Regards

Vaibhav

[aatrutten]

Hey Vaibhav,

I found this very informative article about leading and lagging indicators:

Lagging and leading indicators | KPI Library

Hope this helps you!

- Aat

[vaibhavsingh]

Hey Aat,

Thanks for the link.

I have gone through that article , of course its informative.

But i need some light for the same on how service now uses it. What are the indicators that are Leading and Lagging in here.

How service now implements them for customer satisfaction.... etc etc....

Regards

Vaibhav

[sarahbr · Accepted solution]

Hello

You can think of the lagging indicators as many of the operational   reports incidents (reporting module).   They are a snapshot at the time the report is run.   They tell you how you are doing now.  

Performance analytics would be the leading indicator.   The ability to see the past and attempt to predict the future with targets, thresholds and "snapshots" in time of past performance.   If you review the Incident PA dashboard, the incidents not updated in the last 5 days, is a nice leading indicator graph.   It will show you the pattern of incidents not updated for the last 5 days (for each day it has collected).   PA collects data on a scheduled basis so you can visualize how things were yesterday, last week, last month.       They will show the trend of improvements or (maybe not improvements).  

[vaibhavsingh]

Thank you now got an idea how it works here in Service Now.

Regards

Vaibhav