How do you report on Demand Management Metrics?

[michaeljhiemstr]

What type of Demand Management metrics are you tracking and how are you doing it? I am working on developing our Demand setup and have been given a few requests for different metrics to report on but at first glance not sure SN can do it. Below is a short list that I am trying to wrap my brain around. New to ServiceNow so may there is an easy way to tackle these?

• How long does it take to get from Draft to Submitted? Time
• How long does it take to get from Submitted to Qualified?
• How long does it take to get from Qualified to Approved or Rejected?
• Total Time to process a Demand
• # of demands processed (Qualified/Approved) in specified time period

Any insight you can provide is greatly appreciated.

[ITSMgal]

HI Michael.

There is an easy way to track the duration of state changes using Metrics.

This is done OOB for Incident Management. You can read more about it here:

http://wiki.servicenow.com/index.php?title=Metric_Definition_Support#gsc.tab=0

[michaeljhiemstr · Accepted solution]

Thank you Emily.

I was able to create the metric and can see it recording instances for when the state is changed on the Demand. Trying to work through the Database view portion now and I seem to have created a view but the content is not what I expected. Going to continue playing with it. Thank you for the link it has definitely helped me move forward.

[michaeljhiemstr]

Just as a follow up I was able to get the right information to show. Had to edit which fields to display on the database view and I was then able to create the report. Thank you for your assistance Emily!