Examining indicators with KPI Details
Summarize
Summary of Examining indicators with KPI Details
The KPI Details feature in ServiceNow enables customers to explore in-depth information behind key performance indicators (KPIs). Users can apply forecasts, trends, targets, thresholds, and filter data by breakdown elements or time series aggregations. This empowers customers to analyze indicator performance comprehensively and make data-driven decisions.
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Key Features
- Header Section: Displays the indicator name, date selector (defaulting to the last data collection), and score with absolute and percentage changes from the previous score. Visual cues indicate if the score is improving or worsening based on maximize/minimize settings. Real-time scores can be toggled when enabled, though they may differ by user due to access controls. Targets and gaps to targets are also displayed, including badges showing whether the indicator is on or off track.
- Indicator Chart: Provides a time series graph of the KPI with a date range picker, aggregation selector (e.g., by quarter), and a toggle to show underlying records for each data point. Users can click points to drill into details. Note that scores are authoritative if discrepancies occur between scores and record counts.
- Sidebar Controls: Allow filtering by breakdown and elements, viewing KPI Signals, and setting indicator targets or thresholds for enhanced analysis and monitoring.
- Process Analysis: A button to launch Process Mining analysis directly from KPI Details to explore process-related insights linked to the indicator.
- More Actions Menu: Provides quick access to the indicator record and scoresheet for further management and review.
- Formula Indicators: When viewing formula-based KPIs, customers can list and access contributing indicators within KPI Details for transparency and deeper analysis.
- Record Management: Users can view, create, edit, compare, and export records underlying an indicator score, supporting detailed data validation and reporting.
- Chart Options: Customize visualization aspects such as analysis methods, time series types, and chart formats. User preferences persist per indicator.
- Time Aggregation: Aggregate indicator data over discrete intervals using AVG or SUM functions combined with time periods (e.g., by quarter) to identify trends and patterns.
- Filter by Breakdown Elements: Apply filters to refine indicator data analysis based on specific breakdown elements, enhancing targeted insights.
Practical Benefits for ServiceNow Customers
By leveraging KPI Details, ServiceNow customers can gain a granular understanding of indicator performance over time, track progress against targets, and identify areas requiring attention. The ability to view real-time and historical scores, customize visualizations, and manage underlying records supports informed decision-making and continuous improvement. Integration with Process Mining and KPI Signals further enriches analysis capabilities, making KPI Details a comprehensive tool for performance management.
The KPI Details feature enables you to delve into the information behind your key performance indicators. Apply forecasts, trends, targets, and thresholds. Filter by breakdown element or apply time series aggregations.
KPI Details has several sections:
Header
The header contains the name of the indicator, a date selector (default: last data collection), and the score on that date. The absolute and percentage differences between that score and the previously collected score are shown. If the indicator has Maximize or Minimize set, the color of the score and the score change direction arrow indicates whether the score is improving or getting worse.
The date selector uses whatever calendar the indicator uses.
If real-time scores are enabled for the indicator, select in the header whether to view them, using the clock icon 
. This icon is transparent when real-time scores are disabled and solid when they are enabled 
. For more information, see Real-time scores.
If a target is set for the selected date, the header shows the target value and the gap between the score on that date and the target, in both absolute and percentage terms. If both target and forecast are shown, as set in Chart options in KPI Details, a badge shows whether the indicator is on track or off track to meet the target by the review date.
Indicator chart
- The Chart options menu. For more information, see Chart options in KPI Details.
- A date picker to choose the date range of the information in the chart.
- A time series graphic representation of the indicator over time. Click on a point in the graph to see the details for that date.
- A time series aggregation selector. For more information, see Select time aggregation in KPI Details.
- The Show records toggle, which shows you the records associated with the indicator score on the selected date. For more information, see Show, compare, create, and edit records in KPI Details.
Sidebar
- Filter by breakdown and element
. - View KPI Signals for the indicator (
). See KPI Signals. - Set an indicator target or threshold(
). See Indicator targets and thresholds in KPI Details.
Process analysis
Besides these three sections, a Run process analysis button lets you launch a Process Mining analysis on the indicator. For more information, see Process Mining.
More actions menu
You also have a More actions menu 
that gives you access to the indicator record and scoresheet. For more information, see Access indicator record or scoresheet from KPI Details.