--- sourceDocument: Brazil IT Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/it-service-management Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil IT Service Management ft:clusterId : - itsm bundleId : - itsm workflow : - Technology --- # Explore # Exploring Benchmarks {#ariaid-title1} Release version: Brazil Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Exploring Benchmarks The ServiceNow Benchmarks application enables IT Service Management (ITSM) customers to gain comparative insights by securely collecting daily data from their instances and aggregating it into monthly global benchmark reports. These benchmarks provide visibility into key performance indicators (KPIs) relative to industry averages, top performers, and peer groups defined by industry, user size, and geographical region. Show full answer Show less Data collection is automated through Performance Analytics, with monthly uploads and aggregation occurring mid-month. Customers receive email notifications when new benchmark data is available. The program is opt-in and available to nearly all ServiceNow production instances, excluding Express, federal, and on-premise customers. Managed Service Providers (MSPs) have exclusive access to MSP-specific aggregate data. ## Key Features * Access to KPIs from ServiceNow applications including ITSM, ITOM, and Security Operations, with the ability to customize KPI definitions. * A mobile-friendly Benchmarks dashboard in Service Portal that supports filtering by industry, user size, and geographical region for relevant comparisons. * Percentile rankings to indicate your standing within peer groups and dynamic monthly recommendation candidates to improve KPI performance. * Integration with Performance Analytics for daily data collection and detailed KPI drill-down. * Role-based access controls to limit data visibility based on product categories. * Monthly downloadable KPI reports in PDF format and automated email notifications for data availability. * The Benchmark Scheduler (bm.scheduler) user is added automatically to support data collection. ## Benefits * **Global anonymity:** Benchmark data is aggregated anonymously to protect company information while allowing internal access to organizational data. * **Industry comparison:** Filter benchmarks by industry, ServiceNow user size, or region for targeted insights. Industry classification uses standard industry codes; user size is based on active ServiceNow users. * **Trend analysis:** View current and six months of historical KPI data to identify service delivery trends and improvement areas. * **Dynamic recommendations:** Receive monthly, data-driven suggestions to enhance KPI performance that reflect the latest benchmark data. * **Regular reporting:** Monthly refreshed benchmark reports support continuous monitoring and can be easily shared within your organization. ## Practical Considerations for ServiceNow Customers To participate, customers must opt in from their production instance. Changes to KPI configurations require one to two months of data collection before reflecting in benchmark results. The program is designed to help you measure your service management effectiveness against peers and industry leaders, identify areas for improvement, and track progress over time through actionable insights and recommendations. Use Benchmarks for ITSM to get a comparative insight relative to industry averages of your peers and to the industry top performers. With Benchmarks get a quick visibility into your key performance indicators (KPIs) and trends. The ServiceNow Benchmarks application securely collects daily data on your instance and then aggregates the data into monthly global benchmark reports. Performance Analytics collects daily data on customer instances. The data from the previous month is uploaded at the beginning of the following month via a scheduled job. If there are any errors, there are multiple retries. This video provides an overview of how you can get started with Benchmarks.
During the month the data is uploaded, the data is aggregated and monthly results (your instance results, global results, and your ranking) are downloaded to the customer instance mid month. Monthly recommendation candidates are provided that you can implement to help improve your KPI performance. An email notification is sent when the global data is available. ServiceNow has over 2850 customers that have opted into the Benchmarks program. All ServiceNow customers are allowed to participate in the Benchmarks program by opting in from their ServiceNow production instance, except: * Express customers * Federal customers * Customers with on-premise instances {#exploring-benchmarks__ul_eqz_x2c_v1b} Note: You must have a production instance to opt into the Benchmarks program. Managed Service Providers (MSPs) and MSP-managed instances are supported and have exclusive access to global MSP aggregate score data. All instances will support the following benchmarks that can be downloaded for comparison in the Benchmarks dashboard: * Global, which applies to all customers * Industry category * User size, based on active user count * Companies in your industry category and those that are of similar size to your company * Geographical regions {#exploring-benchmarks__ul_hc5_zqp_hvb} Note: * These benchmarks aren't calculated using MSP data. * Along with the above Benchmarks, you will also receive the top performers in each of these categories. * Changing KPI configuration within the month requires one to two months of data collection before your monthly values reflect that change. * The Benchmark Scheduler (bm.scheduler) user is added with Benchmarks. It's required for Benchmarks data collection. {#exploring-benchmarks__ul_dyc_m44_3xb} ## Key features {#exploring-benchmarks__section_fzz_kzm_fzb} * Available KPIs from other ServiceNow applications such as ITSM, ITOM, Security Operations. For more information, see Benchmark KPIs. * Ability to change KPI definitions to match customizations. * Benchmarks dashboard in Service Portal (mobile friendly). * Ability to download KPI reports. * Ability to filter data based on the following parameters: * Industry, number of users, or geographical region. * Companies in your industry category and of similar user size. {#exploring-benchmarks__ul_n1t_ycf_lvb} * Email notification when new aggregate monthly data is available. * Percentile ranking to indicate your standing within your participating peer group. * Recommendation candidates with guided setup to help improve KPI performance. * Product category-based roles to limit data access. * Integration with Performance Analytics for daily data collection and drill-down on KPI data. {#exploring-benchmarks__ul_cgs_yxf_kz} Figure 1. Benchmarks dashboard ## Benchmarks benefits {#exploring-benchmarks__section_b4x_4bb_wyb} {#exploring-benchmarks__table_hgn_5wx_szb__entry__2} | Benefit | Description | |-|-| | Global anonymity | Viewers in your organization have access benchmarks for your organization, however the global benchmarks are anonymous, and don't include any company information. | | Industry comparison | Using the Compare with drop-down in the Benchmarks dashboard, you can filter the benchmarks results by industry, ServiceNow user size, or geographical region to make the results more relevant to your organization. * Industry is determined based on the standard industry code in the account record for the company. * Number of users is determined by the number of ServiceNow active users within the company, so you can compare your company to similar-sized ServiceNow implementations to gain insight about your company. * Region is determined based on the Region field in the company table. {#exploring-benchmarks__ul_ign_5wx_szb}If a filter category includes fewer than 20 participants, the corresponding data is shown in the Other category. | | Trends | You can see the results of all published KPIs as well as the previous six months of history. You can then use the trend data to measure and report on service delivery progress over a period of time to determine what is working well and what needs improvement. | | Recommendations | Data is analyzed and recommendation candidates are provided to help improve the performance of your KPIs. All recommendations are dynamic and are updated monthly, based on data from the previous month. | | Reports | Benchmarks reports get refreshed monthly, which can be downloaded in PDF format. An email notification is sent to the customer when new data is available. | [Table 1. Benefits] {#exploring-benchmarks__table_hgn_5wx_szb}