Supplier Lifecycle Operations analytics on the CBS dashboard
Summarize
Summary of Supplier Lifecycle Operations analytics on the CBS dashboard
The Supplier Lifecycle Operations tab within the Core Business Suite (CBS) Analytics dashboard provides ServiceNow customers with critical insights into supplier request cases. It helps managers monitor open case volumes, track resolution trends, and evaluate staffing effectiveness to better manage supplier-related workflows.
Show less
Today's snapshot
This section offers a real-time view of open supplier lifecycle cases and their assignment status. It enables you to quickly assess workload distribution and identify triage gaps or staffing shortages. The key metrics include:
- Total open cases: The current number of supplier lifecycle cases that remain open.
- Cases unassigned: Open cases not yet assigned to agents, signaling urgent attention needed.
- Cases assigned: Open cases currently assigned to agents.
Performance trends
This section tracks case volume, resolution rates, and self-service effectiveness over customizable date ranges, enabling you to identify trends and bottlenecks and measure the impact of process improvements. Key metrics include:
- Total cases created: Number of supplier lifecycle cases initiated during the selected period, with comparisons to prior periods.
- Total cases resolved: Number of cases resolved in the selected timeframe.
- Self solved using KB: Cases resolved through employee self-service using knowledge base articles without agent intervention, measured within 24 hours of data consumption.
- Mean time to resolve: Average days taken to resolve cases over the selected period.
- Total cases created by case type: Visualization of case volume segmented by specific supplier lifecycle case types, such as supplier support requests, information changes, user enrollment, general inquiries, and more.
Practical benefits for ServiceNow customers
By leveraging these analytics, you can monitor supplier request handling efficiency, detect workload imbalances early, optimize staffing allocation, and enhance self-service capabilities. The analytics empower proactive management of supplier lifecycle processes, supporting timely resolution and improved supplier engagement.
The Supplier Lifecycle Operations tab on the Core Business Suite Analytics dashboard tracks open case volume and resolution trends for supplier requests, helping managers monitor supplier activity and identify staffing gaps.
Today's snapshot
The Today's snapshot section tracks open case volume and current assignment status at a point in time. Use this section to assess workload distribution, spot triage gaps, and determine whether staffing coverage is meeting current demand. Unassigned cases are the signal to act on first.
| Metric | Description |
|---|---|
| Total open cases | Total number of supplier lifecycle cases currently open. Example value: 21. |
| Cases unassigned | Number of open supplier lifecycle cases not yet assigned to an agent. Example value: 7. |
| Cases assigned | Number of open supplier lifecycle cases currently assigned to an agent. Example value: 14. |
Performance trends
The Performance trends section tracks case volume, resolution rates, and self-service deflection over a selected period. Use this section to identify trends, spot emerging bottlenecks, and evaluate whether process changes are having an effect. Adjust the date range filter to compare periods and surface patterns that a daily snapshot does not show.
| Metric | Description |
|---|---|
| Total cases created | Total number of supplier lifecycle cases created in the selected date range, with a comparison to the previous period. Example value: 33 cases created (up 33 from the previous period, March 28 – April 26). |
| Total cases resolved | Total number of supplier lifecycle cases resolved in the selected date range. Example value: 3 cases resolved. |
| Self solved using KB | Number of supplier lifecycle cases resolved by employees using knowledge base articles, without agent involvement, and raising a service request 24 hours from consuming the data. Example value: 6 (up 6 from the previous period). |
| Mean time to resolve | Average number of days to resolve a supplier lifecycle case over the selected period. Example value: 7.0 days (average for April 27 – May 26). |
| Total cases created by case type | A chart showing case volume broken down by supplier lifecycle case type. Case types include: Supplier support request, Supplier information change request, Enroll new supplier user, General inquiry, Supplier issue, Account access request, Request supplier contact, Offboard supplier contact, Primary contact elevation, and Update default supplier. |