View Maintenance Management metrics
Summarize
Summary of View Maintenance Management metrics
The Maintenance Management dashboard in ServiceNow provides valuable insights into maintenance cases, trends, and compliance with maintenance plans. It helps you optimize your maintenance workflows, reduce unplanned maintenance activities, and control related costs by enabling effective planning and tracking of preventive and corrective maintenance.
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Prerequisites for Accessing the Dashboard
- Workplace Central application must be installed.
- Workplace Maintenance Management (snwsdmaintenance) application must be installed.
- A maintenance plan must be created and published, which can be done via the Preventative Maintenance option in Workplace Central.
- The Performance Analytics plugin (com.snc.pa) must be installed, along with Performance Analytics premium entitlement.
- Valid ServiceNow entitlements are required for Workplace Central, Workplace Maintenance Management, and their associated store applications.
- Run the scheduled job "Workplace Maintenance Case Historical Data Collection" once before first use to gather historical data for the dashboard.
Accessing the Dashboard
You need either the snwsdmaintenance.manager or snwsdmaint.admin role to access the dashboard. You can navigate to it via:
- All > Workplace Central > Workplace Central
- Workspaces > Workplace Central
Then select the Maintenance Management tab.
Key Scorecards and Their Practical Use
- Planned Maintenance Percentage (PMP): Shows the ratio of time spent on planned preventive maintenance vs total maintenance time. A higher value indicates effective planning and reduced unplanned work.
- Planned Maintenance Compliance (PMC): Displays the percentage of preventive maintenance cases completed on schedule, indicating adherence to maintenance plans.
- Mean Time to Repair (MTR): Average time to close maintenance cases; lower values reflect efficient maintenance processes and skilled teams.
- Number of Open Cases: Total open maintenance cases; a lower number suggests effective maintenance execution and resolution.
Reports and Their Benefits
- Corrective vs Preventive Maintenance Case Trend: Tracks trends to help identify inefficient assets or planning gaps.
- Average Age of Maintenance Cases: Helps evaluate maintenance efficiency and identify bottlenecks or aging assets to target for improvement.
- Planned Maintenance Percentage Trend: Monitors the proportion of planned maintenance over time to detect increases in unplanned activities and enable corrective actions.
- Planned Maintenance Compliance Trend: Shows adherence trends to maintenance schedules, helping to pinpoint and address causes for delays or inconsistencies.
Indicators and Configuration
The dashboard uses specific indicator groups and indicators related to maintenance case counts and ages to populate widgets. Customers can customize and add new indicators to tailor analytics to their needs. Guidance on working with indicators is available in the Performance Analytics fundamentals documentation.
Next Steps for ServiceNow Customers
- Ensure all prerequisite applications and plugins are installed and properly licensed.
- Create and publish maintenance plans to generate meaningful data for analysis.
- Run the historical data collection job to initialize dashboard data.
- Use the dashboard’s scorecards and reports to monitor maintenance effectiveness, identify areas for improvement, and optimize asset management.
- Customize indicators as needed to align analytics with your specific maintenance goals.
Use the Maintenance Management dashboard to get an insight into maintenance cases, their trends, and maintenance plan compliance. These insights enable you to create an efficient maintenance plan to improve workflows and reduce maintenance activities and their related costs.
Prerequisites for accessing the View Maintenance Management dashboard
- Ensure that the Workplace Central application is installed. For more information, see Install Workplace Central
- Ensure that the Workplace Maintenance Management (sn_wsd_maintenance) application is installed. For more information, see Install Workplace Maintenance Management.
- Create and publish a maintenance plan. For more information, see Create and publish maintenance plans and Workplace maintenance cases.
You can also create a maintenance plan record by using the Preventative Maintenance option on the Workplace central home page. Navigate to . Select the Preventative Maintenance icon (
) on the context side bar to create a maintenance plan. - Ensure that the plugin Performance Analytics (com.snc.pa) is installed and that you have the Performance Analytics premium entitlement. For more information, see Install Performance Analytics Content Pack for Agile 2.0
- Ensure that the Workplace Central, Workplace Maintenance Management applications and all of their associated store applications have valid ServiceNow entitlements. For more information, see Get entitlement for a ServiceNow product or application.
- Run the Workplace Maintenance Case Historical Data Collection job before viewing the dashboard for the first time. For more information, see Run the scheduled job for the Maintenance Management dashboard.
Accessing the dashboard
To access the Maintenance Management dashboard, you must have the sn_wsd_maintenance.manager or sn_wsd_maint.admin role.
- Access the dashboard using one of the following navigation paths:
- .
- Select the Maintenance Management tab.
Scorecards
The following default scorecards are available on the dashboard. To see the list of records, select the related card.
- PMP (Planned Maintenance Percentage)
- Shows the percentage of planned days spent for preventive cases vs the total planned days for both preventive and corrective maintenance cases. A high percentage value indicates that more time is being spent in planned maintenance activities rather than unplanned activities.
- PMC (Planned Maintenance Compliance)
Shows the percentage of the total number of preventive maintenance cases completed vs the total number of preventive maintenance cases. A high percentage value indicates that maintenance activities are completed as per schedule.
- MTR (Mean time to repair)
Shows the average time taken to close a maintenance case. A low value indicates that the processes for maintenance and the necessary skills to handle them are effective.
- Number of open cases
Shows the total number of open cases. A low number of open cases indicates your maintenance plan and resolution processes are effective.
Reports
The following default reports are available on the dashboard. Select the card to see the list of records.
- Corrective vs preventive maintenance case trend
Displays the trend of corrective and preventive maintenance cases.
- Average age of maintenance cases
Displays the average age of corrective and preventive maintenance cases.
- Planned maintenance percentage trend
Displays the percentage trend for the total number of days spent on preventive cases versus the total number of planned days for both preventive and corrective maintenance cases.
- Planned Maintenance Compliance trend
Displays the percentage trend of the total number of preventive maintenance cases completed versus the total number of preventive maintenance cases.
Indicators
| Indicator group name | Indicators |
|---|---|
| Workplace.Maintenance.Case.Closed |
|
| Workplace.Maintenance.Case.Opened |
|
You can also add new indicators. For more information on how to work with indicators, see Configure Performance Analytics fundamentals.