Business KPIs tracking with Outcomes Insights

The Outcome Insights page provides a cross-product view of all the outcomes you are currently tracking, using standard outcomes.

Performance Recap

The Performance recap ranks your outcomes by their change from the previous period, showing which are improving fastest and which are declining fastest. You can view which outcomes are improving fastest and which are declining fastest, for a quick way to identify where to focus.

Each row shows an outcome's success metric, unit, direction, product, previous and current values, and the percentage change between periods. Only outcomes with data for both the current and previous periods are included, ensuring the comparison is valid and consistent.

To adjust the trend period, use the monthly toggle. The table heading updates to reflect your selection.

Insights

The Insights section displays each outcome with a monthly trend chart and classification fields, helping you understand performance drivers and relevant capabilities. Each outcome row includes the outcome name, success metric, trend summary, monthly trend chart, metric direction, objective, product line, and value driver. This view shows you both how each outcome is trending and what's driving that performance.

Each outcome also displays the ServiceNow capabilities relevant to it, along with their current adoption status. This helps you identify what is already delivering value and what could be activated to improve performance. A Review tab is available alongside the Capabilities tab for additional context.

Filter trends by monthly or quarterly periods to track how your objectives and outcomes are performing.

• Incremental value: The value of the improvements realized during the year after implementing the ServiceNow platform.
• Overall value: The overall, comprehensive value that the ServiceNow platform has brought to your organization during the year.