Available Platform Analytics Solutions

  • Release version: Australia
  • Updated March 12, 2026
  • 4 minutes to read
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    Summary of Available Platform Analytics Solutions

    ServiceNow offers a variety of Platform Analytics Solutions tailored to different Performance Analytics entitlements. These solutions include dashboards and Performance Analytics components designed to enhance the value of specific ServiceNow products. While the solutions themselves are provided at no extra charge, the underlying applications require appropriate licensing. Activation of these solutions depends on the Performance Analytics entitlement that your organization holds.

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    Available Solutions by Entitlement

    • General Performance Analytics Solutions: Available with any paid Performance Analytics entitlement and include Configuration Management (CMDB), Guided Tours dashboard, Knowledge Management, and Service Desk Chat.
    • Application Portfolio Management (APM): Include solutions for change request, problem management, financial management (including Customer Service and Field Service Management), and the Project Portfolio Suite with Financials, which replaces the older Project Portfolio Suite starting in New York release.
    • Customer Service Solutions: Provide dashboards and preconfigured indicators for Change Management, Communities, Customer Service (including advanced management), Case Management, Major Issue Management, Agent Chat, and Advanced Work Assignment for Customer Service Management (CSM).
    • IT Service Management (ITSM) Solutions: Include Incident Management (with default content available in a complimentary trial), Incident SLA, ITSM Dashboards, Major Incident Management, Problem Management, and Self-Service Analytics for Customer Service.
    • Governance, Risk, and Compliance (GRC): Requires activation of the GRC Performance Analytics Premium Integration plugin followed by Audit Management, Policy and Compliance Management, and Risk Management Solutions.
    • Human Resource Management: Contains Content Analytics, Employee Document Management, Human Resources Scoped Apps, and Lifecycle Events Scoped App. Note that the unscoped HR solution is deprecated and requires contacting Customer Support for activation.
    • Business Management, Financial Management, and Service Strategy: Solutions include Financial Management (various modules), Essential SaFE, Financial Services Operations, and Project Portfolio Suite with Financials.
    • IT Operations Management (ITOM): Solutions for Discovery, Event Management, Operational Intelligence, and Service Mapping.
    • Project Portfolio Management: The Project Portfolio Suite with Financials replaces the older Project Portfolio Suite from New York release onward, including Time Card Management dashboards.
    • Security Incident and Vulnerability Response: Available via ServiceNow Store, these solutions support Security Incident Response and Vulnerability Response analytics.
    • Software Asset Management: Activatable when holding the Software Asset Management Professional entitlement, providing specialized analytics.

    Additional Features and Notes

    • Self-Service Analytics Widgets: Customers with Self-Service Analytics can add widgets to dashboards or Service Portals by activating the Self-Service Analytics PA plugin and related data collection jobs. Customer Service Management customers have access to a tailored Self-Service Analytics Solution with additional indicators and dashboards.
    • ITSM Dashboards: The ITSM Dashboards plugin activates core ITSM analytics solutions such as Change Management, Problem Management, Incident SLA, Major Incident Management, and Fixed Costs, along with additional dashboards.
    • Deprecated Solutions: The Virtual Agent content pack has been deprecated since the Quebec release and replaced by the Conversational Analytics Dashboard.

    Practical Benefits for ServiceNow Customers

    By leveraging Platform Analytics Solutions, customers can gain comprehensive insights into various ServiceNow product areas through prebuilt dashboards and Performance Analytics components. These solutions enable improved decision-making, performance tracking, and operational efficiency without additional costs beyond the required licensing for underlying applications. Activating the appropriate solutions aligned with your Performance Analytics entitlements ensures you maximize the analytics capabilities within your ServiceNow environment.

    The following Platform Analytics Solutions are available for their corresponding ServiceNow Performance Analytics entitlements. The solutions are at no extra charge, but the underlying applications require appropriate licensing.

    Platform Analytics Solutions provide dashboards and underlying Performance Analytics components. These dashboards leverage Performance Analytics to create greater value for the product each Platform Analytics Solution supports.

    General Performance Analytics Solutions

    Activate the following Performance Analytics Solutions with any paid-for Performance Analytics entitlement.

    Performance Analytics Solutions for APM

    Activate the following Solutions when you have the Performance Analytics for APM entitlement.
    • Application Portfolio Management and Change Management (com.snc.pa.apm.change_request)
    • Application Portfolio Management and Problem Management (com.snc.pa.apm.problem)
    • Financial Management (com.snc.pa.fm)
    • Financial Management for Customer Service (com.snc.pa.fm.csm)
    • Financial Management for Field Service Management (com.snc.pa.fm.fsm)
    • Financial Management for Financial Planning (com.snc.pa.financial_planning)
    • Project Portfolio Suite with Financials (com.snc.financial_planning_pmo) Starting in New York, this solution replaces the Project Portfolio Suite (com.snc.pa.ppm) Solution. It includes dashboards for Time Card Management.

    Performance Analytics for Customer Service Solutions

    Activate the following Solutions when you have the Performance Analytics for Customer Service entitlement.

    Performance Analytics for Governance, Risk, and Compliance Solutions

    When you have the Performance Analytics for GRC entitlement, first activate the GRC: Performance Analytics Premium Integration plugin. Then activate the following Solutions:

    Performance Analytics for Human Resource Management Solutions

    Activate the following Solutions when you have the Performance Analytics for Human Resource Management entitlement:

    Performance Analytics for Business Management, Financial Management, and Service Strategy Solutions

    Activate the following solutions if you have an entitlement to Performance Analytics for Business Management, Performance Analytics for Financial Management, or Performance Analytics for Service Strategy:

    Performance Analytics for ITOM Solutions

    Activate the following Solutions when you have the Performance Analytics for IT Operations Suite or Performance Analytics for IT Operations Management entitlements:

    Performance Analytics for Project Portfolio Management Solutions

    Activate the following Solutions when you have the Performance Analytics for Project Portfolio Management entitlement, Project Portfolio Suite with Financials (com.snc.financial_planning_pmo). Starting in New York, this solution replaces the Project Portfolio Suite (com.snc.pa.ppm) Solution. It includes dashboards for Time Card Management.

    Performance Analytics for Security Incident and Vulnerability Response Solutions

    Activate the following Solutions when you have the Performance Analytics for Security Incident Response entitlement:

    Performance Analytics for Service Management Solutions

    Activate the following Solutions when you have the Performance Analytics for Service Management entitlement:

    Performance Analytics for Software Asset Management Solutions

    Activate the following Solutions when you have the Performance Analytics for Service Management entitlement, Software Asset Management Professional (com.snc.pa.samp).

    Adding Self-Service Analytics widgets to a dashboard or Service Portal

    If you have Self-Service Analytics activated on an instance, you can add Self-Service analytics widgets to your Performance Analytics dashboards or a Service Portal. To obtain a ready-made set of indicators and breakdowns, activate the Self-Service Analytics PA (com.snc.pa.self_service_analytics) plugin. Find the Self-Service indicators through the Performance Analytics Admin Console, then create widgets and add them to your dashboard or portal. Also activate the [SSA] Self-Service Analytics data collection job.
    Note:
    Customer Service Management customers can install the Platform Analytics Solution for Self-Service Analytics for Customer Service. This Solution contains additional Customer Service-specific indicators and breakdowns as well as widgets and a dashboard. For more information, see Self-Service Analytics for Customer Service.

    ITSM Dashboard solutions

    The ITSM Dashboards plugin (com.snc.pa.itsm_dashboards) activates the following solutions, along with a set of additional dashboards: