HI

[basha shaik]

Hi All,

Do you guys know how to activete the KPI's so the data can be collected and displayed on the IT Agent Dashboard? The IT Agent dashboard doesn't show anything right now.

[Tanushree Maiti]

Hi @basha shaik 

To enable and view KPIs in ServiceNow's Platform Analytics, you must have the Performance Analytics (PA) plugin activated and possess specific access levels. The primary roles required for managing or contributing to KPIs are pa_admin, pa_power_user, or pa_contributor

Each ITSM process has a content pack which is a collection of predefined dashboards, visualizations, indicators (KPI). There are 

• Performance Analytics - Content Pack - Change Management, 
• Performance Analytics - Content Pack - Problem Management, 
• Performance Analytics - Content Pack - Incident SLA Management, etc.

It is distributed by plugins, and it is possible to install as a package.

Next You follow the step from here: https://dev.to/mkrcma/servicenow-activating-performance-analytics-itsm-dashboards-3bif

Refer: Configure KPI and metrics preferences