K20 - LAB 1127 - Get Started with Performance Analytics - Q&A

[anna_scheib]

This article is for questions and answers for LAB 1127 - Get Started 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.

[april_mcgehee]

Welcome Everyone,

I am April McGehee from the Now Intelligence Product Management Team and excited to be co-presenting this course with my partner Chris Steinke. 

After taking this course, you should have a foundational understanding of how to build and design dashboards and leverage out-of-box KPIs using ServiceNow Performance Analytics. 

See you there,

April

[ChrisSteinke2]

Hi everyone. I hope you will find this lab interesting and valuable. Please post your questions here and our team will get them answered.

For general information on the basic setup, activation and administration of Performance Analytics, please check out this page on the Community:

Performance Analytics: Getting Started - ServiceNow Community

For deeper learning and ongoing Q&A opportunities, check out the regularly scheduled Office Hours:

Performance Analytics Office Hours

Lastly, check out this post, which aggregates all Performance Analytics Community content. You can find it all here:

Performance Analytics Articles & Blogs

Regards,

Chris

[Suzanne Jones1]

Does PA include PPM or will we address how to use tables in PPM?  Wondering what the differences are between ITSM and ITBM?  thanks!

[Greg83]

Is PA available for the HR Service Delivery app?  I see this is more geared toward Incidents!

[Eddy_Chan]

Yes. There's pre-built PA content pack for ITBM.

[Suzanne Smith]

Hi Greg, YES! 

For details, see https://docs.servicenow.com/bundle/orlando-hr-service-delivery/page/product/human-resources/concept/....

Let me know if you have more questions.

Suzanne

[anna_scheib]

Hi Suzanne, we do have a content pack for PPM that tracks effectiveness of projects, portfolios, project tasks, etc. PA works the same at the core, the differences are in the specific KPIs addressing ITBM vs ITSM process use cases.

[Erich Zirnhelt]

Performance Analytics for Business Management, Financial Management, and Service Strategy Solutions is a good place to start!

[shawn_durrani]

Hi Suzanne, hopefully I am understanding your question properly. 

Performance Analytics (PA) is available included with certain application bundles or across the whole platform (license wise).  In terms of what applications PA supports, as a native part of the platform it can be leveraged on almost any data contained in the platform.  

If your question is about the differences in our products, this page might be a good starting point for understanding which applications are included in each suite (For example, what is in ITBM): https://www.servicenow.com/products-by-category.html

Hopefully that helps? 

[Eddy_Chan]

Refer to docs for the indicators available. https://docs.servicenow.com/bundle/orlando-performance-analytics-and-reporting/page/use/dashboards/c...

[Josh39]

I noticed that one of the demo dashboards showed a widget with availability (99.9%). How can PA be used to display Business Service Availability trended over time? What are the dependent components required to use PA for availability? 

[ChrisSteinke2]

Hi Josh. ServiceNow has a table called Service Availability (service_availability) which works in conjunction with Service definitions, schedules and outage records to calculate availability. Client's sometimes use external monitoring systems, but Service Availability is how it is done in ServiceNow. Assuming you are a current client, if you would like to learn more I recommend reaching out to your current account Solution Consultant and Account Executive. If you don't know who that is or are not a current client please let me know and I can provide more info. 

[Erich Zirnhelt]

If you want to see all the other content pack options (not just ITSM), check out this list on the docs site.

[luke_miller]

Hi Josh,

ServiceNow tracks Business services which can be a single or multiple application services. We can then leverage any of our out of the box KPI's, as an example service outage, service availability to display that data. Couple of things to be across:

CSDM (Commons Service Data Model) this is how we determine our structure of services.

https://community.servicenow.com/community?id=community_article&sys_id=f54be0f7db984c146064eeb5ca961...

Service Owner Workspace - This is where we can add our KPI's as either as single API or an aggregation of KPI's to display a visual representation of everything in relation to that business service.

https://docs.servicenow.com/bundle/orlando-it-service-management/page/product/service-portfolio-mana...

Of course these can be all displayed in the dashabord's that we are creating as well.

[Josh39]

Hi Chris, this is very helpful. It looks like the service_availability table is a part of Service Portfolio Management, which is not currently activated at my organization. I appreciate the info!

[anna_scheib]

Related to the widgets that April just demoed, we do have a 6-part eLearning that addresses all the different widget types and how to configure and use them - Performance Analytics Widgets Series

[Josh39]

Thanks Luke! The Service Owner Workspace appears to be exactly what we're looking for! Once our service mapping is in order, we can hopefully start leveraging this functionality. 

[Community Alums]

Hi,

Please refer attached and help me in understanding:

on what bases values are calculated here?

How are they calculated?

Thank you!

[Erich Zirnhelt]

Hi - was there supposed to be something attached?  I do not have enough context to help.

[Suzanne Jones1]

Great session - thank you!

[anna_scheib]

They are statistical calculations using the currently displayed data in the Analytics Hub. 

[Kerry Wasmuth]

Should we be using the Global scope to create new indicators or should they be created under a specific application scope?

[Erich Zirnhelt]

Ah - you are asking about the Statistics on the Analytics Hub.

They follow the selected time period.

[Robert Ninness]

Hi,

These values are calculated using the current scores view. The Change value, for example, is calculated by taking the difference between the first and last score in the current view.

If you use the navigator, or date picker to expand the date range these values will update based on the new set of scores in view.

[hanshornstein]

Thank you to everyone who took part in the Tuesday session for this lab. We hope you enjoy the rest of your Digital K20 experience!

[april_mcgehee]

You always want to create them in those App scopes @Kerry Wasmuth! They won't be able to be accessed otherwise.

Here's a great post https://community.servicenow.com/community?id=community_article&sys_id=6b46eb5cdb9d3b0422e0fb2439961....

[Erich Zirnhelt]

Some asked in the Zoom chat about development in a subprod versus prod.  Generally the short answer is it depends 😉 

However, you can get some good guidance about overall governance in this recording of an office hours session some time back

[april_mcgehee]

You generally want to create them in the same App scopes as the data you are working with @Kerry Wasmuth!  Some data is not scoped, so it's less of an issue, and those can be global.

[John Felini]

How do you attend?  I cannot find the zoom link today.  

[Tanya Stobbe]

Hi John! Is this listed on your agenda? Here's the link!

https://events.servicenow.com/widget/servicenow/knowledge2020/knowledgecatalog/session/1587489006895...

[John Felini]

I have it Favorited, but it appears it is full.  Is it not possible to attend the zoom meeting even if I do not have an instance?  

[Tanya Stobbe]

Hey John. There would be a different session for each lab. Here is a direct link: 

There is still space in this session, and you should be able to reserve a lab as well. We're still doing introductions. Please let me know if you can't enter!

[John Felini]

Thank you!  I am in the meeting now.  

[Tanya Stobbe]

Great!

Here's a link to the guidebook: 

And to reserve an instance: 

[Ketan Shah]

Can you provide a link to the lab for Advanced reporting (LAB1141c)?  The class is full, but I would like to do the labs while I have access to the instance with this lab.

[martapenzo]

Hi Ketan Shah, feel free to follow the status and availability of the Advance reporting lab in this article: https://community.servicenow.com/community?id=community_article&sys_id=973ac1b8dba05810414eeeb5ca961...

[Dhruv Gupta1]

Great session. Had fun and learnt a lot too. #K20 #PARocks

[HR Rajashekar]

Hi Team,

I would like to know more on Analytical HUb, options and sum/Avg calculation.

Kindly help me to lget the lab links.

[anna_scheib]

Here are couple of places to look to get started - 

ServiceNow docs: Analytics Hub

NowLearning Free training (broader overview but touches on the Analytics Hub): Performance Analytics Essentials

[Suzanne Smith]

Welcome to all joining the Thursday, May 7th Getting Started With Performance Analytics Lab. Glad to have you here!

Here are important links for the class:

• Student Instance Registration link: https://clabs.link/lab1127-216
• Student Instance Name/Password: admin/lab1127-381#K20
• Lab Guide: https://tinyurl.com/k20-lab1127-guide

[Patrick78]

Chris' examples of IT Executive and Incident Process Owner/Manager dashboards was fantastic. What's the possibility of getting some screenshots of those so we can "sell" what's possible with PA? They are great examples of where we want to go!

Thank you... great intro Chris, with fantastic context on data, measures, BI, and KPIs in general.

[Suzanne Smith]

Patrick, the slide deck from this session should be available in the ServiceNow Community shortly (next week or so). The class content, lab guidebook, and student lab instances will all be available in the near future as well as a free, on-demand course on NowLearning.service-now.com.

[Patrick78]

Hi Suzanne. At the end of the slides, Chris did a demo and showed an example dashboard that's already configured for a mature organization. That won't be in the slides or other static materials. Possible to get a couple of screenshots of those 2-3 dashboards to use as examples? If the Zoom class is recorded, I can do it myself on a replay.

Thanks,

[Jeff Negley1]

On Exercise 3, Step 6, I do not appear to have the "% of open incidents reassigned at least once" indicator in my lab instance. Is there something I can do to continue the lab?

[Suzanne Smith]

Hi Patrick, I just checked with Chris and he said, yes, that will be included 🙂

[digitalDork]

How do you reset the breakdown again for the 2nd exercise?

[Jeff Negley1]

I see it now, not sure why I couldn't find it before.

[anna_scheib]

You can just click the X next to the breakdown element to clear the filter. You can also open the Element dropdown and clear it from there.

[anna_scheib]

To learn more about all the different widget types that April is showing, check out the Performance Analytics Widgets Series training on NowLearning - covers all the different widget types and how to configure and use them.

[toshitbhatt]

Can data collection happen least for a day? Can we do it on hourly basis?