KAR needed standardized metrics to deliver consistent support and drive IT service improvement
KAR was relying on manual processes to measure service performance. Individual teams would laboriously extract and analyze their own data, creating significant overhead and delays. This disconnected approach also created trust issues, since everyone was looking at the data from different angles.
Jason Hagen, Process Manager at KAR, explains, “We had no centralized ownership of metrics, so there was no consistency. For example, we had multiple ways of defining when an incident was resolved or closed. That’s a major issue—when people don’t trust data, they won’t act on it. And, when we tried to pull everything together, we ended up with a 90-page PowerPoint presentation that was weeks out of date and hard to understand. You can’t deliver consistent support or drive service improvement that way.”
KAR uses ServiceNow Performance Analytics to establish clear, unambiguous metrics
KAR chose ServiceNow® Performance Analytics to automatically calculate consistent, standardized metrics using ServiceNow operational data. Not only has this created a consistent data foundation, it has also reduced KAR’s metric maintenance efforts by an impressive 94%. And, because of Performance Analytics’ flexibility, it’s just as easy to add new metrics.
According to Jason, “Creating consistent metrics is critical. It lets you build a common language across your organization—whether you’re talking about executives, service managers, IT leaders, or frontline IT staff. People now collaborate instead of working in silos. That shared understanding lets you optimize your services by setting unambiguous objectives, driving aligned actions, and accurately measuring your results.”
KAR creates single pane of glass for IT executives, managers, and staff
For KAR, creating executive visibility was a top priority. “Once you get your executives on board, everyone else falls into line. ServiceNow Performance Analytics is great for that. It simplifies and demystifies data, so that anyone can understand. Not everyone is an analyst, and with ServiceNow Performance Analytics, you don’t have to be,” says Jason.