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.

[Paer]

Hi

• Platform health and performance
  For this I have set up an excel where I quarterly track:

  KPI Group	KPI Name
  Security	Hardening compliance score
  Security	Inactive not locked accounts
  Security	Non MFA local logins
  SN Healthscan	Manageability
  SN Healthscan	Performance
  SN Healthscan	Security
  SN Healthscan	Upgradeability
  SN Healthscan	User Experience
  SN Healthscan	Overall Health Percent
  Maintenance	Outdated Apps
  Maintenance	Errors in Log
  Maintenance	ShareLogic Errors in Log
  Maintenance	Skipped changes
  Roadmap	Employee Experience Adoption
  Roadmap	Technology Compliance Adoption
  Roadmap	Technology Services Adoption
  Roadmap	Change Throughput
  Roadmap	Workforce Effectiveness Adoption
  Roadmap	AI Based Automation Adoption
  CMDB/CSDM	CMDB Completeness
  CMDB/CSDM	CMDB Correctness
  CMDB/CSDM	CMDB Compliance
  CMDB/CSDM	CMDB feature adoption
  CMDB/CSDM	CSDM Crawl maturation
  Security	Expired X509 certificates
  Security	Quarantined files
  Usage	Active users
  Usage	Active integration accounts
  Security	Active privileged roles
  Information	ServiceNow Version
  Maintenance	Instance Storage Usage
  Maintenance	High Risk Customisations
  Maintenance	Installed applications

  I have found those very helpful to track platform health and maturation.
  I get the data from the SN Health checks, Security center, Admin Home.

• Adoption and experience
  For this, there are great stats in the standard dashboards from SN, such as "Adoption blueprints" and "CMDB Feature adoption"

• Governance and quality
  Here I would use the insights from the instance scan and Health scans

• Delivery and demand
  This is tricky. We use reports and dashboards from Agile dev 2.0 and measure throughput, client found errors, production deployment failure, state duration and amount of defects

• Operational efficiency
  For this I would look into ITSM success dashboard. This have what you are looking for OOTB with some configuration needed.
  
  Hope this helps.