---
sourceDocument: Zurich ServiceNow AI Platform Administration
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/platform-administration

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich ServiceNow AI Platform Administration

ft:clusterId :

    - platadm

bundleId :

    - platadm

workflow :

    - Platform


---

# Metrics

# Metrics {#ariaid-title1}

* Release version: Zurich
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

A metric measures and evaluates the effectiveness of IT service management
processes.

For example, a metric could measure the effectiveness of the incident resolution process by
calculating how long it takes to resolve an incident.

A metric can often be easily obtained from the data. To find the number of incidents created
today, a report counts the number of incidents in the incident table with a Created date of
today. However, metrics must be gathered as data is updated. For example, determining how long
an incident was assigned to a certain group requires collecting information about assignment
changes and calculating the duration of each assignment.

The Metric plugin provides an easy, declarative way of defining metrics. Once defined, the
data for the metric is gathered, and instances of the metric are calculated and stored.
For example, the "Assigned to Duration"
metric measures the amount of time an incident is assigned to an individual. To define this
metric, you create a metric definition of the type "Field value duration" and select the
"Assigned to" field from the Incident table. A metric instance is created for each incident
assignment showing its duration. Reporting on the duration of incident assignments becomes
easy.

You can report on a metric by using a [Working with database views for reporting](https://www.servicenow.com/docs/7o6ByLwpjtaSopOAS9XVZg "A database view defines table joins for reporting purposes.") that
links the metric to the table on which it is defined.

To install the Metric Definition plugin (com.glide.metrics), navigate to System DefinitionPlugins, search for Metric Definition, and click Install.

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