Performance score in Digital Portfolio Management?

[Richard Lawson]

Is there no way to display performance score for services/offerings (or application and capability scores for applications) on the Digital Portfolio Management Workspace?  My understanding is that DPM is the replacement for Service Owner Workspace which is being deprecated and which had this feature, but I don't see a way to add the overall performance score to the Performance Snapshot KPI group.

Am I missing something?

[caitlinmarkham · Accepted solution]

Hi Richard!

Good question. As part of the deprecation of Service Owner Workspace, we are also deprecating the performance score as our main service reporting mechanism. The reason we are doing that is because we received customer feedback that while the idea of the performance score is useful, the implementation of it in practice is not. Namely, users have a difficult time understanding what is impacting the score, or causing the score to be yellow or red. Additionally, the performance metrics and score approach in SOW made it cumbersome and difficult to measure different indicators on different offerings, and impossible to measure different indicators on different services. We heard from customers that while there are specific metrics they want to track across all services and offerings in a portfolio (like Availability and Incidents for example), not all services can be measured using the same indicators.

Based on this feedback we are introducing KPI groups to Digital Portfolio Management, which is the replacement of Service Owner Workspace. We provide multiple OOB KPI groups, and you can create your own and map those to services and offerings, and even taxonomy nodes and portfolios, and these metrics can be reported on each level of a given portfolio, just like the performance score but with more granularity and specificity. You can learn more about KPI groups here: https://docs.servicenow.com/bundle/sandiego-it-service-management/page/product/digital-portfolio-management/concept/dpm-configure-kpi.html

If you would prefer to use the performance score, you can add the performance score as an indicator to a KPI group. You would want to add it to a KPI group that is of type=Service Portfolio and you will need to ensure the indicator includes the appropriate breakdowns. You can learn more about how to create your own KPI groups here: https://docs.servicenow.com/bundle/sandiego-it-service-management/page/product/digital-portfolio-management/task/dpm-create-kpi-groups.html

At the moment, we are using KPI groups for services. We have not implemented KPI groups for Business Applications yet. However, because DPM is built on our Next Experience you can always configure the run tab of the business applications to include the application and capability scores. 

I hope this is helpful!

Caitlin