Benchmarks release notes

  • Release version: Yokohama
  • Updated January 30, 2025
  • 1 minute to read

    • The ServiceNow® Benchmarks application gives you instant visibility into your key performance indicators (KPIs) and trends. Benchmarks was enhanced and updated in the Yokohama release.

    Benchmarks highlights for the Yokohama release

    1. Experience the new Key Performance Indicator (KPI) for Now Assist under Productivity moments per user of ITSM Benchmarks to understand the benefits of Now Assist features like Knowledge Article generation.
    2. Benchmark the all new HRSM indicator to help evaluate the performance in comparison to your peers.

    See for more information.

    Important:
    Benchmarks is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.

    New in the Yokohama release

    • The new KPI Knowledge Articles created using Now Assist is added to Productivity moments. This primary indicator shows how many knowledge base articles are created using Now Assist in a given period of time.
    • Leverage benchmarking for HRSM indicators to evaluate your performance in comparison to your peers.
    • New KPIs are added to the Call deflection - percentage. These new KPIs help you understand the number of Incidents that are created using Proactive Engagement and Digital End-User Experience self service.
    • New KPI is added to the self-solved percentage. This new KPI shares the number of times the issue is resolved using the Digital End-User Experience self service channels like Desktop Assistant, Now Assist panel, and Employee portal.

    Activation information

    Benchmarks is a ServiceNow AI Platform feature that is active by default. The new Benchmarks dashboard is automatically installed with Yokohama and is available from the ServiceNow Store.

    Related ServiceNow applications and features

    Performance Analytics (Indicator data sources)
    The ServiceNow® Performance Analytics application is an in-platform solution that enables organizations to create management dashboards, report on KPIs and metrics, and answer key business questions to help increase quality and reduce the costs of service delivery.
    Success Dashboard
    The ServiceNow® Success Dashboard enables the leadership team and process owners to gain insights into the performance of their ServiceNow® IT Service Management (ITSM) implementation using the KPIs defined by the ServiceNow AI Platform®.
    Use the ServiceNow® Continual Improvement Management application to request improvement opportunities and implement phases and tasks to meet performance goals, track progress, and measure success.
    The ServiceNow® Strategic Portfolio Management application enables you to align work with business goals to deliver products and services in a way that supports your strategic priorities.