KPI’s for ServiceNow Platform Owners

[ARScheuvront]

I’m curious how other organizations are measuring success at the platform owner level.

As a ServiceNow Platform Owner, what KPI’s or metrics do you actively track to understand platform health, maturity, and value?

Some areas I’m especially interested in:

• Platform health and performance
  Uptime, usage trends, technical debt, upgrade readiness

• Adoption and experience
  Workspace or Virtual Agent usage, feature adoption, self service success, user satisfaction

• Governance and quality
  Customization vs OOB, data quality, configuration compliance, backlog health

• Delivery and demand
  Intake volume, time to value, demand vs capacity, delivery predictability

• Operational efficiency
  Incident trends, automation impact, deflection rates, cost avoidance

In addition to what you track, I’d love to understand a bit of the how:

• What reporting or dashboards are you using to surface these KPI’s?
• How do you show where the platform is falling behind or at risk?
• What trends or indicators have actually helped drive action or leadership conversations?

Bonus points if you support multiple product teams or a Scrum team and have found KPI’s and reporting that scale well.

Looking forward to learning from the community.

[Tanushree Maiti]

Hi @ARScheuvront 

Check this :

Measuring Success with ServiceNow: Key Metrics, Reporting Strategies, and Value Measurement

Measuring ServiceNow Governance Success

[ARScheuvront]

Thanks, I've looked at both of those.  I'm just curious what teams are actually doing that resonates with their leaders.  I think all of those are great ideas. 

[Tony K]

I don't think you'll find one source to answer all your questions, but a combination of several places. First I think it's important to identify what matters to your company and what will they do with the data. Doesn't pay to dig up a bunch of metrics if no one is interested in them. 

If you are in impact customer, you can get metrics there about health, adoption, value, etc.

The user experience dashboards might also help you when you talk about adoption, usage, etc. you'll know who is using apps, for how long, do they come back etc. 

If you have Performance Analytics, there are KPI's already defined that you can investigate as well.