View Maintenance Management metrics

  • Release version: Australia
  • Updated March 25, 2026
  • 4 minutes to read
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    Summary of View Maintenance Management metrics

    The Maintenance Management dashboard in ServiceNow provides valuable insights into maintenance cases, trends, and compliance with maintenance plans. These insights help you create efficient maintenance plans to optimize workflows, reduce maintenance activities, and lower related costs.

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    Prerequisites

    • Ensure the Workplace Central and Workplace Maintenance Management (snwsdmaintenance) applications are installed.
    • Create and publish a maintenance plan, either through the Preventative Maintenance option on the Workplace Central homepage or by following the maintenance plan creation process.
    • Install the Performance Analytics plugin (com.snc.pa) and have the Performance Analytics premium entitlement.
    • Verify that all Workplace Central and Maintenance Management applications and related store apps have valid ServiceNow entitlements.
    • Run the Workplace Maintenance Case Historical Data Collection scheduled job before first accessing the dashboard to collect historical data.

    Accessing the Dashboard

    Users must have the snwsdmaintenance.manager or snwsdmaint.admin roles. Access paths include:

    • All > Workplace Central > Workplace Central
    • Workspaces > Workplace Central

    Then select the Maintenance Management tab.

    Key Features

    Scorecards

    • Planned Maintenance Percentage (PMP): Percentage of planned days spent on preventive maintenance versus total maintenance days. Higher values indicate more time spent on planned versus unplanned maintenance.
    • Planned Maintenance Compliance (PMC): Percentage of preventive maintenance cases completed on schedule. Higher values indicate better adherence to planned maintenance.
    • Mean Time to Repair (MTR): Average time taken to close a maintenance case. Lower values indicate more efficient maintenance processes.
    • Number of Open Cases: Total number of open maintenance cases. Fewer open cases suggest effective maintenance planning and resolution.

    Reports

    • Corrective vs Preventive Maintenance Case Trend: Tracks trends to evaluate planning efficiency and identify assets for retirement or replacement.
    • Average Age of Maintenance Cases: Shows average age of cases to help identify inefficiencies and bottlenecks in maintenance processes.
    • Planned Maintenance Percentage Trend: Tracks percentage trend of days spent on preventive maintenance to spot unplanned activity issues.
    • Planned Maintenance Compliance Trend: Displays compliance trends to detect deviations from planned maintenance and improve on-time completion.

    Indicators

    The dashboard uses predefined indicator groups tracking counts and age sums of maintenance cases (preventive, corrective, open, closed). You can add new indicators as needed to customize performance analytics for your maintenance operations.

    Operational Guidance

    Run the Workplace Maintenance Case Historical Data Collection scheduled job to populate the dashboard with data from the past year. This enables accurate trend analysis and performance measurement.

    Related Resources

    • View metrics for Space Optimization and Lease Administration.
    • Manage Workplace Dashboards and Occupancy Dashboard for comprehensive workplace management insight.

    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 All > Workplace Central. Select the Preventative Maintenance icon (Preventative Maintenance icon on the context side bar to create a maintenance plan.) 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
    • 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:
      • All > Workplace Central > Workplace Central.
      • Workspaces > Workplace Central
    • Select the Maintenance Management tab.
    Workplace Analytics Maintenance Management dashboard

    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.
    Calculation:

    Planned Maintenance Percentage = (Total number of days taken to complete all preventive maintenance cases for a duration / Total number of days taken to complete all maintenance cases for the duration) X 100

    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.

    Calculation:

    Planned Maintenance Compliance = (Number of preventive maintenance cases completed/ Total preventive maintenance cases) X 100

    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.

    Calculation:

    Mean time to repair = Average age of all the maintenance cases / Total number of maintenance cases

    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.

    Calculation:

    Total number of preventive and corrective maintenance cases that are not in closed complete, closed incomplete, or canceled state.

    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.

    Benefits:

    Analyze the trend to understand the efficiency of planning and identify any assets that must be retired or replaced.

    Average age of maintenance cases

    Displays the average age of corrective and preventive maintenance cases.

    Benefits:

    Analyze the trend to understand the efficiency of maintenance services and identify the process or assets that cause the increase in the age of maintenance cases. Take steps to reduce the age of cases.

    Formula:
    • Average age of corrective maintenance cases = [Sum of ages for all the corrective cases/Total number or maintenance cases]
    • Average age of preventive maintenance cases = [Sum of ages for all the preventive cases/Total number or 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.

    Benefits:

    Analyze the trend to identify problem areas that cause unplanned activities or corrective cases. Modify the process or replace or retire the assets to avoid unplanned activities.

    Formula:

    Planned maintenance percentage trend = (Total number of planned maintenance days / Total number of maintenance days) X 100

    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.

    Benefits:

    Analyze the Planned Maintenance Compliance trend to identify issues that lead to deviation from the plan. Take steps to improve processes that causes inconsistent on-time completion.

    Calculation:

    Planned Maintenance Compliance trend = [Number of completed preventive maintenance cases/ Total preventive maintenance cases] X 100

    Indicators

    The indicator groups and indicators listed in the following table are used for populating the widgets in the dashboard.
    Table 1. Indicators and indicator groups
    Indicator group name Indicators
    Workplace.Maintenance.Case.Closed
    • Workplace Maintenance Case Closed Age Sum Hours
    • Workplace Maintenance Case Closed Corrective Age Sum Hours
    • Workplace Maintenance Case Closed Corrective Count
    • Workplace Maintenance Case Closed Preventive Age Sum Hours
    • Workplace Maintenance Case Closed Preventive Count
    Workplace.Maintenance.Case.Opened
    • Number of corrective cases
    • Number of open cases
    • Number of preventive cases
    • Workplace Maintenance Case Opened Preventive Closed Complete Count

    You can also add new indicators. For more information on how to work with indicators, see Configure Performance Analytics fundamentals.