Examining indicators with KPI Details
Summarize
Summary of Examining indicators with KPI Details
The KPI Details feature in ServiceNow enables you to explore the underlying data behind your key performance indicators (KPIs). It provides tools to apply forecasts, trends, targets, and thresholds, as well as filtering by breakdown elements and applying time series aggregations. This detailed view helps you better understand indicator performance and make informed decisions.
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Key Features
- Header Section: Displays the indicator name, a date selector (defaulting to the last data collection), and the KPI score on that date. It shows absolute and percentage changes compared to the previous score, with color-coded cues to indicate improvement or decline based on whether the KPI aims to maximize or minimize.
- Real-time Scores: When enabled, you can toggle to view real-time KPI scores directly from facts tables, which may differ per user due to access controls.
- Targets and Forecasts: If targets are set, the header shows target values and gaps from actual scores. A badge indicates if the indicator is on track to meet the target by the review date.
- Indicator Chart: Presents a time series graph of the KPI, with options to pick date ranges, select time series aggregations (e.g., by quarter with AVG or SUM), and toggle viewing associated records for a selected date.
- Filters Sidebar: Allows filtering by breakdown and element, viewing KPI Signals, and setting indicator targets or thresholds.
- Process Analysis: Provides a button to launch Process Mining analysis related to the indicator for deeper operational insights.
- Contributing Indicators: For formula-based indicators, you can view and open contributing indicators within KPI Details.
- Record Management: Enables viewing, comparing, and editing individual records that contribute to the KPI score, enhancing data accuracy and traceability.
- Chart Options: Customize visualization aspects such as analysis type, time series, and chart type. These preferences persist per user for each indicator.
Important Considerations
- Real-time scores can vary between users due to Access Control Lists on facts tables.
- When second-level breakdowns are collected, the KPI score may not always match the number of records; in such cases, the score is correct.
- Records for the "Unmatched" breakdown element are not listed when filtered.
Benefits for ServiceNow Customers
KPI Details equips you with comprehensive tools to analyze and interpret your KPI data effectively. You can monitor performance trends, assess progress against targets, and drill down into contributing data for validation and improvement. This capability supports data-driven decision-making and continuous performance management within your ServiceNow environment.
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, 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 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.