Review ITSM artifacts

  • Release version: Australia
  • Updated March 12, 2026
  • 3 minutes to read

    • The Data Collection app contains a pre-build data metric structure for the ServiceNow Performance/Platform Analytics application.

    Performance/Platform analytics

    The content pack comes with the following artifact types. For configuring the process, Group Type is the group classification for the User Administration - Groups.

    Table 1. Performance/Platform Analytics artifact types
    Artifact type Description
    Indicator Source Captures the basic data sets and commits them to the working memory of the platform to provide the foundation for the calculations. This is also called a data cube.
    Automated Indicator Basic calculation definition on the indicator source data set, potentially with additional filter conditions that you apply before making the calculation.
    Manual Indicator Metric for which there is no data set within the platform. Requires you to manually add a data point.
    Formula Indicator A more comprehensive calculation, such as % and ratio calculations that require multiple automated indicator data points for the calculation.
    Data Collection Jobs Schedule on which the automated data collection will run.
    Widgets Configuration for the UI visualization of an indicator.
    Dashboard Display of a collection of widgets on a pane. This dashboard contains two tabs. One tab contains widgets showing quarterly values, and the other contains widgets showing monthly values.

    Artifacts by type

    The app contains the following artifacts for each of the above specified types.

    Table 2. Artifacts by type
    Artifact type Description
    Indicator Source Impact VM - Changes Closed This Month
    Indicator Source Impact VM - Group Members
    Indicator Source Impact VM – Active Users
    Indicator Source Impact VM - Incidents Closed This Month
    Indicator Source Impact VM - Outage Ended on This Month
    Indicator Source Impact VM - Requested Items Closed This Month
    Indicator Source Impact VM - Requests Fulfilled in the This Month
    Automated Impact VM - ITSM - Mean Time to Restore - Unplanned Outages (hrs)
    Automated Impact VM - ITSM - Average Time to Close an Incident (hrs)
    Automated Impact VM - Number of Closed Incident Originating from Phonecalls
    Automated Impact VM - Average Time to Close a Request (hrs)
    Automated Impact VM - Number of Closed Standard Changes
    Automated Impact VM - ITSM - # of Tier 2+ Agents
    Automated Impact VM - # of Unplanned Outages This Month
    Automated Impact VM - ITSM - Average Time To Close a Change in Hours
    Automated Impact VM - ITSM - # of Tier 1 Agents
    Automated Impact VM - # Requested Items Closed This Month
    Automated Impact VM - # of Requests Fulfilled This Month
    Automated Impact VM - ITSM - # of L1 Incidents Closed This Month
    Automated Impact VM - # of Changes Closed This Month
    Automated Impact VM - ITSM - # of L2+ Incidents Closed This Month
    Automated Impact VM - ITSM - # of Incidents Closed This Month
    Automated Impact VM - # Automated Requested Items Closed This Month
    Automated Impact VM - ITSM - Number of Active Users
    Manual Impact VM - Legacy ITSM Systems Annual Run-Rate
    Formula Impact VM - ITSM - Ratio of Incidents Closed per Tier 2+ Service Desk Agent This Month
    Formula Impact VM - % of Requested Items Fuflfilled that were Automated This Month
    Formula Impact VM - % of Changes that are Standard Closed This Month
    Formula Impact VM - % of Closed Incidents Originating from Phone Call This Month
    Formula Impact VM – ITSM - Ratio of Incidents Closed per Tier 1 Service Desk Agent This Month
    Data Collection Job Impact VM – ITSM - Monthly Data Collection
    Data Collection Job Impact VM – ITSM – Historical Data Collection
    Widget % Closed Changes that were Standard
    Widget % Closed Incidents Originating from Phone Call
    Widget % of Fulfilled Requested Items that were Automated
    Widget Average Time to Close a Change (hrs)
    Widget Average Time to Close a Request (hrs)
    Widget Average Time to Close an Incident (hrs)
    Widget Legacy ITSM System Monthly Run-Rate
    Widget Mean Time to Restore Unplanned Outages (hrs)
    Widget Number of Changes Closed
    Widget Number of Incidents Closed
    Widget Number of Incidents Closed at Tier 1
    Widget Number of Requests Fulfilled
    Widget Number of Tier 2+ Incidents Closed
    Widget Number of Unplanned Outages
    Widget Ratio of Closed Incident per Tier 2+ Agent
    Widget Ratio of Closed Incidents per Tier 1 Service Desk Agent
    Widget Number of Active Users
    Dashboard Impact VM - ITSM
    Group Type Tier 1
    Group Type Tier 2+