K24 - NOW Learning - Performance Analytics Fundamentals (PAF)

[xianoh]

Welcome to Performance Analytics Fundamentals (PAF) at Knowledge24 Now Learning Pre Conference Training!

We will be using this forum to: 

• Connect – You are welcome to introduce yourself using the COMMENT button and share your role within your organization and what you hope to get from this learning experience.
• Ask and answer questions - Please post comments or questions here using the COMMENT button. Classroom staff will respond to the best of their ability.
• Share resources – Let us share resources and links that will be valuable for future reference.
• •  

NOTE: Now Learning staff will stop monitoring this article on May 24.

[xianoh]

LAB LINKS IN INKLING

As mentioned in our K24 Pre-Con Class, you do not need to follow along in your Inkling Book. 

Your E-book will look different from the Instructor's version - yours is a participant guide. 

But you DO NEED to open your Inkling site or app to the following Labs. 

Here are the Lab Links (you must have an Inkling Account) - open in another browser, monitor or tablet.  

LABS

Lab 1.1 

Lab 2.1 

Lab 3.1 

Lab 4.1 

Lab 5.1 

Lab 5.2 

Lab 6.1 

Lab 6.2 

Lab 7.1 

Lab 7.2 

Lab 7.3 

Lab 8.1 

Lab 8.2 

[gmccullough]

Gary McCullough

Worked on the ServiceNow Instance for our company since 2012. We started with Berlin and went directly to Calgary on Go-Live. I provided ServiceNow Development and management part time and was made full time in 2016.

[KellyB052587280]

Hello - I'm Kelly Browne I for Kelly Services based in Detroit. I am the technical platform lead for Kelly. Let's connect linkedin.com/in/kellyabrowne/

[Venjamin]

Introductions: My name is Steven Holland, and I'm a senior admin / developer with Kemper Insurance I've been working with the platform as an admin for about 6 or 7 years now, and a developer for about 3. 

I am fairly reasonably versed in using basic analytics and reporting, but I keep getting stymied by doing larger, more complex data draws and KPIs / metrics based on what PA is capable of.

As far as hobbies, I'm a writer, and I play card (Magic the Gathering, Flesh and Blood, etc.) and video games in my off time when I'm not writing. 

[Melissa Barnes]

Hello! 

Melissa Barnes - I'm the manager of a team of awesome ServiceNow developers, Platform Owner, and the ITSM Manager at CoBank.  Although headquartered in Colorado, the "Co" stands for COoperative as we are a bank-of-banks in the Farm Credit System.  We are very focused on being good stewards of our charter in the US, so I'm always looking to see how are we doing and how can we do better, so excited to apply the 'practice' to the PA tooling.

-Melissa (mbarnes@cobank.com

[Lys Davila]

Hi all,

Lys Davila I'm the ServiceNow Admin for New Jersey Resources in New Jersey, this is my second year at Knowledge and I'm very excited. Outside my ServiceNow world I like to run and exercise. I love cats I have a big cat family of 6!

Looking forward to meet everyone!

[xianoh]

LAB INSTANCE - Reservation Link

Student Instance Reservation URL: https://clabs.link/paf-may-3689

[RebeccaD]

Introduction: 

Rebecca Dolan, administrative manager for in-house developers, work with stakeholders and collect requirements. We are focusing on putting more databases in ServiceNow, reconciling systems and refreshing business processes. Understanding more of the Performance Analytics will help us evaluate the paths we are on and want to take.

For hobbies I like vintage things - decor, fashion and dishes. 

[xianoh]

Reservation code: JRQBG

[smc0170]

Hi everyone,

My name is Steve Cohen, and I'm with the University of Notre Dame team here at K24. We've been live on HR Service Delivery for the last year and a half, and I'm looking forward to learning how we can visualize and tell the story of how impactful this platform has been for how we interact with our faculty and staff on campus. 

[dgodkin]

Hi!

Daryl Godkin - Manager of Infrastructure & Operations at Manitoba Hydro (power utility in Canada). One of my responsibilities is the IT Service Desk for all our employees.  We're just deploying ServiceNow (less than 6 months in), so I'm hoping to understand how best to use the built-in reporting capabilities for our success.

[xianoh]

FULL LAB RESERVATION LINK -https://paf-may-3689-001-instructor.lab.service-now.com/sp?id=instance_reservation

[Jesse17]

Good morning!

Jessica Jones - Director of IT @ Telaid Industries, Inc. headquartered in southeastern CT

We are a smaller company so our SN developers report directly to me and I frequently also wear admin and architect hats.
We've been on Service Now for 5 yrs and I have done plenty of reporting/dashboarding but no PA as of yet.  We have one trained PA admin so I'm here to make sure he has some back up!

A most recent adventure of mine was attending a tour of a waste management incinerator with my kids' scouts organization, fascinating what we don't know about the handling of our trash!

Looking forward to a fun conference! 

[JasmineP]

Hi! I'm excited to learn from this class! I've helped our IT group install our CSM module (writing Epics and Stories!) for our department at Rutgers University-NJ. It's my 2nd Knowledge conference but first time with the Now Learning class training.

[VanManz]

Hello! I'm Vanessa Manzanares, Systems Analyst for Nordstrom, remote worker in Colorado. We just went live with HRSD in February. There is so much to learn! I'm very excited to gain some more skills through this course. I love to travel and read. Wishing you a great time while at Knowledge24. Viva Las Vegas 🙂

vanessa.manzanares@nordstrom.com

[Shelly Laubert]

Performance Analytics Roles:  https://docs.servicenow.com/bundle/washingtondc-now-intelligence/page/use/performance-analytics/refe...

[Shelly Laubert]

www.kpilibrary.com

[gmccullough]

This one is for all Base System Roles: https://delekus.service-now.com/now/nav/ui/classic/params/target/sys_user_role_list.do%3Fsysparm_que... 

[Shelly Laubert]

Performance Analytics Content Packs (prepackaged solutions for products):  https://docs.servicenow.com/search?personalize=true&q=content%20packs%20Performance%20analytics

[Shelly Laubert]

This is the PA Learning Path. There are many free courses that cover finer points, like Next Experience (the wave of the future): https://nowlearning.servicenow.com/lxp/en/now-intelligence/performance-analytics-pa-application-spec...

[jbehrmann]

Hey Team.  My name is Jon Behrmann.  I am a power user on the platform and have been working in the platform for 10 years.  I manage the procurement efforts for the State of Utah for the technology division.  I am excited to be here.  If you want to connect with me to collaborate my email is jbehrmann@utah.gov.  

[SK Chand Basha]

Time to rock and roll, let's kick it into high gear!

[xianoh]

Inkling Support -https://support.inkling.com/hc/en-us

[Ted Kraje]

Hello!  I'm Ted Kraje, Director, Enterprise Applications at OrthoVirginia, an ambulatory clinic orthopedic practice with 35 sites across the state of Virginia.  I'm a certified ServiceNow system administrator, been using ServiceNow for 5 years now.  We've implemented ITSM (incident, problem, change, service catalog, service portal) and PPM (project, enhancement).  We use Knowledge Bases, IT Asset Management, Maintenance Tasks, Timecards, Reports/Dashboards, and some custom applications for Onboarding/Offboarding and other smaller business processes.  We are investigating PA, Demand Management, ITOM, and leveraging AI for things like AI chatbots.

[Jessica Hall]

Hello!
I'm Jessica Hall, ITSM Engineer at School Employees Retirement of Ohio (SERS). I've been working with ServiceNow for 7 years and have been the ServiceNow Admin & platform owner for the last 5 years. We use ITSM, SPM, & ITOM. 
We are planning to upgrade from ITSM Standard to ITSM Pro & implement PA this summer. I'm hoping to get a solid foundation of PA prior to starting that implementation project.

[KoheiKatayama]

Certification Available at K24
https://servicenow.swoogo.com/knowledge24certification/5464966

[TMM]

Greetings

I am Tina Busch, Senior Manager of 11 Service Desk agents providing remote IT Technical Support to ~ 28K teachers and users across the US. We transitioned from Connet Wise to Service Now as our ticketing system in 2022. My biggest challenges have been capturing and reporting performance analytics with the OOB product. I am hoping this course will help me improve my data mining and reporting skills.

Fun facts: I am a boat captain, private pilot, and split residency between Madison, WI (Midwest) and Cape Coral, FL (SW) depending on the weather. 🙂

[Jay Landry]

HI, Jay Landry  Global IT Operations Manager with Laitram.   Our biggest division is Intralox and they make modular plastic conveyor belts.  

https://www.youtube.com/watch?v=tqLYhhV7u7Y

I am jealous of the folks that have a "team" of servicenow resources.  We have 1 full time "product owner/developer" and working to get an intern and full time resource trained.   As with most, gathering a lot of data in the system and wanting to learn how to make full use of that data. 

On the hobby side, getting into woodworking.    Built this castle for my granddaughter for Christmas

[Shelly Laubert]

Some of the finer details for Data Collection:  https://docs.servicenow.com/bundle/washingtondc-now-intelligence/page/use/performance-analytics/task...

[KellyB052587280]

Real life use case for one of our BUs: 

Our biggest issue is that we need to get a count of all cases that the payroll teams worked on, so even if we worked them and then escalated to another group.  So far I am unable to see the cases that have been escalated somewhere else if I do not have access to that group, they fall off of my report.  Also when I run the report I see what it looks like at that time and many changes could have happened during the day.  So I don’t think I’m capturing all of the cases that would have been worked on by us. 

[Tom Dunnam]

ServiceNow Docs - Roles for Performance Analytics:

https://docs.servicenow.com/bundle/washingtondc-now-intelligence/page/use/performance-analytics/refe...

[xianoh]

On behalf of Tom, Shelly, Jenn, Kohei, and all of us at ServiceNow:

THANK YOU For your patience, enthusiasm, feedback, and participation!  

I wanted to take a moment and thank you all for a great few days of learning – I really enjoyed being your instructor and getting the chance to share some ServiceNow know how, swap a few stories, and answer as many questions as I could in our time together. It has been a real pleasure. 

While I know your head is probably swimming right now with all that we covered, your journey is just beginning.  Over the next few days I predict you will suddenly have many more questions or realize there was something you really wanted to ask this week and did not.  This is understandable – the platform can go pretty deep if you want it to and we’ve explored just a fraction of that iceberg (though if we’ve done our job well and adhered to Pareto’s Principal, that fraction of core information will get you pretty far), and I want to assure you that the answers you’re looking for will be there for when you need them. 

So I am going to close the loop we started way back when the initial email came out to you and give you some resources you can use to start the next part of your ServiceNow powered transformation.  

Below you will find a collection of links to documentation, common practices and use cases, related tools or plugins, odds and ends I’ve personally found useful in my own ServiceNow experience, and a few links I’ve curated for this class based on our discussions this week.

You’ll also find links to your local SNUGs (ServiceNow User Groups) and a few other useful community connections.

I hope you’ll keep in touch and let me know where your transformation takes you; I know I will see many of you again in a future course.  

Don’t forget about providing feedback in the Knowledge 2024 app. 

Lab instances expire May 17, 2024 at 5PM PST,  but no worries, you can get/use your developer’s instance.  

Thanks again everyone for a great class. 

Christian

*****************************GOODIE BAG*********************************

Remember if you forget how to request a free personal developer instance.  Here it is again.  ServiceNow's Developer Portal–. There is also some training material on that site that you can looking at in addition to going back of the material we covered in this class and the labs we did. 

Another reminder about -  ServiceNow's Community – that is our forum to ask and answer any question, follow blogs, vlogs and podcasts of not only ServiceNow employees but from our user group. There are user and special interest groups you can join (I listed a couple below). As well as information regarding different events – everything from Webinars, on demand videos, NowForms (which are one day user conferences) and our official annual User Conference Knowledge

Get involved with our ServiceNow User Groups or SNUGs – great place to meeting and network with other customers, consulters and administrators here are some links:

Find a User group near you: https://community.servicenow.com/community/user-groups

Find a Special Interest Group: https://community.servicenow.com/community/special-interest-groups

If you are a ServiceNow Partner: Partner Portal Customer Resource Page

If you are a Customer:  Customer Champion Enablement Portal

Before you start creating your next utility, script, or application check out the Store and Share sites:

ServiceNow Share

ServiceNow Store 

Useful things about Update Sets and Salesforce Integration:

Add data and attachments to Update Set Utility 

Update Set Copy/Move 

ServiceNow / Salesforce Incident Integration

Looking for inspiration? ServiceNow AppShowcase

The ServiceNow “wiki” is now found at: https://docs.servicenow.com/

YouTube as a lot of great video’s you can subscribe to:

YouTube - ServiceNow Inc

YouTube - ServiceNow NOWSupport

YouTube - ServiceNow ShowMeNow

YouTube - Other ServiceNow Training Channels

YouTube NOW Community

ServiceNow TechNow walk through creating a new application 

Misc Useful Browser Based Tools for SN Dev

ServiceNow Style Guides

https://www.getpostman.com/ (a handy API testing tool)

Getting started with the REST APIs (Getting started with the REST APIs)

NewRocket's ServicePortals 

Some Useful Self-Paced Developer Materials

Build the NeedIt Application

Service Portal Self Pace Training

Don’t forget about NOW Learning and all the resources available to you.  

Also check out ServiceNow Guru it is an older website by a former ServiceNow person but still has some fantastic information, Cheat Sheets, how-to’s, reusable scrips, etc

Hope to see some of you in the PA Advanced Class or any other class. Don't forget about getting certified and maybe see some of you at the other sessions and events at K24!

You can find me on LinkedIn 

Sincerely, 

Christian

Christian Oh

Christian Oh | Principal Technical Trainer

ServiceNow

 - Works for you |www.servicenow.com 

P: 703-507-4375 | Email: christian.oh@servicenow.com 

[xianoh]

What's captured on an update set. 

[xianoh]

[Shelly Laubert]

Learn more:

• Refer to Service Now documentation for a complete overview of Next Experience
• Delve into a wide range of resources using the Platform Analytics Enablement Toolkit.
• View Next Experience articles on the community at the Next Experience Center of Excellence.
• Review answers to common questions in the community. See Getting Started with Next Experience UI FAQs.

[Shelly Laubert]

Migration Tool Resources:

See Platform Analytics Migration Center landing page to get started.

For a deeper dive on the migration tool, see the following Platform Analytics Academy sessions:

Platform Analytics Academy - March 20th, 2024 - Platform Analytics Migration Center

Platform Analytics Academy - Nov 1st, 2023 - Move Analytics Content from CoreUI to Next Experience

For more information on cleaning up your environment ahead of using the Migration Tool, see the following Platform Analytics Academy session:

Platform Analytics Academy - Nov 15th, 2023 - Platform Analytics "Housekeeping Solutions“ 

[Shelly Laubert]

Recommended Sessions at K24

[xianoh]

Please Don't Forget To Fill Out the Survey 

You would have received a survey from ServiceNow Training (taco@servicenow.com)

Feedback is a gift. 

Thanks for you time, attention, affection, participation and questions. 

Sincerely,

Christian, Tom, Shelly, Jen and Kohei

[Jesse17]

@xianoh Thank you again for a great session, there was an OCM video you showed that was fantastic.  I believe you may have said that one wasn't available for sharing but figured it was worth asking - if you can share it I would love to bring it to my leadership.  Thanks again!