K20 - LAB 1125 - Achieve Continual Service Improvement with Performance Analytics - Q&A

[anna_scheib]

This article is for questions and answers for LAB1125 - Achieve Continual Service Improvement with Performance Analytics. This lab is being presented multiple times throughout the live K20 event May 5 - 7, 2020. During the live event, post your questions in the comments of this article, and one of our lab gurus will be happy to answer it.

[martapenzo]

Welcome all, great to have you here!

Dale and I will guide you through the lab. You will learn how Performance Analytics helps you achieve Continual Service Improvement and how tailored information can assist each stakeholder in their day to day work.

We hope you like it and have a great K20.

[Dale Cheeseman]

Welcome all, really looking forward to virtually meeting you all.

Lets hope we have a great session and look forward to the K20 event !

[Ivano B]

In case you want to try the functionalities presented by Dale and showcased by Marta during the session on a developer instance here is the list of plug-ins you need to activate:

• Performance Analytics - Premium (com.snc.pa.premium)
• Virtual Agent Web Client (com.glide.cs.sn-va-web-client-app)
• Glide Virtual Agent (com.glide.cs.chatbot)
• ITSM Virtual Agent Conversations (com.snc.itsm.virtualagent)
• Predictive Intelligence (com.glide.platform_ml)
• Predictive Intelligence Reports (com.glide.platform_ml_pa)
• Continual Improvement Management (CIM) (com.sn_cim)
• Virtual Agent Analytics Dashboard (com.glide.cs.pa)
• Performance Analytics - Spotlight (com.snc.pa.spotlight)
• Performance Analytics - Spotlight - Incident Spotlight content pack (com.snc.pa.spotlight.incident)

and last but not least the KPI composer.

KPI Composer (2.0.4) (sn_kpi_composer)

https://docs.servicenow.com/bundle/orlando-performance-analytics-and-reporting/page/use/performance-...

[Prakash31]

Welcome everyone

[Jeff Currier]

Welcome Prakash

[anna_scheib]

For more details on the KPI Composer, make sure too check out our free KPI Composer Overview training on NowLearning.

[Mille Lundfald]

I asked from a different lab yesterday, and did get some answers, but not quite working for me, so I would like to get your input as well.

I would like to set up spotlight criterias for i.e. incident, requested items/ catalog tasks, change tasks, problem tasks, etc. and then arrange them by score on the same list including all task types.

As spotlight works best when set up on the extended tables, as it gives you more possibilities than if you set up criteria on the task table, but it is not possible to make a list based on the task table, as spotlight score is located on the extended tables. I cannot see a u_task_spotlight table...

Agents typically work on different task types, and this is needed to ensure requests, incidents, problems etc. are prioritized best possible.

How would you do this?

[Dan_Kane]

Millie,

You could setup spotlight against the task table, but keep in mind that it needs to be set against a PA indicator, so you need to create an indicator source and indicator based on the task table. If you were looking for open tasks, you likely need to look at incidents differently than you look at other tasks. Is the task is an incident, you'd want to set the condition based on the incident.resolved date. Other tasks could be based on the task.closed date. There are a lot of other considerations based on the different kinds of workflows and expectations around each task type. For example, you'd need the spotlight criteria to weigh the score for an incident open for 7 days differently than a RITM open for 7 days.

None of it is impossible, but it will take a good deal of fine tuning and detail to get how you want the priority of the tasks to work. But yes, you can dot-walk to get criteria from the extended tables to run against the task table.

[Adam Stout]

You could create different groups but show them all together with a view on task and spotlight group since the sys_ids found in the spotlighted records are the same in incident & task and request & task.

[Wesley Breshear]

Hello,

From the lab, on the Executive tab, there is a % Availability graph based on Business Service. How is or where is availability percentages created or stored? Which table? How is availability created within the platform or how is it triggered?

We would like to have "Uptime Availability" (%) calculated against our Business Services [cmdb_ci_service] when an 'outage' type Incident occurs against that business service. Today I have to export Customer Impact Duration Time then use Excel to calculate that value against the total time in a month. [Total Month Time - Customer Impact Duration Time] / [Tota Month Time] It would be great to know how to generate percent availability within the platform.

Thank you,
-Wesley