Examining indicators with KPI Details

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Examining Indicators with KPI Details

    The KPI Details feature allows users to explore key performance indicators (KPIs) by analyzing forecasts, trends, targets, and thresholds. Customers can filter data by breakdown elements and use time series aggregations to gain insights into their KPIs.

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    Key Features

    • Header: Displays the indicator name, selected date, score, target value, and performance status. Real-time score visibility is adjustable via a clock icon.
    • Indicator Chart: Visual representation of the indicator with options for date range selection and time series aggregation. Users can view associated records for selected dates.
    • Sidebar Controls: Allows filtering by breakdowns, viewing KPI Signals, and setting targets or thresholds.
    • Process Analysis: A button for launching Process Mining analysis on the selected indicator.
    • More Actions Menu: Access to the indicator record and scoresheet, along with options to view contributing indicators for formula-based KPIs.
    • Chart Options: Customization of visual aspects of indicators, which persist per user for each specific indicator.

    Key Outcomes

    Utilizing the KPI Details feature enables ServiceNow customers to effectively monitor performance, make data-driven decisions, and take appropriate actions based on real-time insights and historical trends. This functionality supports targeted analysis and enhances overall operational efficiency.

    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:KPI Details page showing the header, visualization, and sidebar sections

    Header

    The header contains the name of the indicator, a date selector (default: last data collection), and the score on that date. Data snapshots indicators are identified with a badge. 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 Real-time scores icon turned off. This icon is transparent when real-time scores are disabled and solid when they are enabled Real time icon when real time is activated. 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.

    Warning:
    Real-time scores can differ per viewer and differ from collected scores. Real-time scores are taken directly from the relevant facts tables. Therefore, the Access Control Lists (ACL) of those facts tables determine the real-time scores that each logged-in user sees.

    Indicator chart

    The indicator chart shows:
    • 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. For Industrial Connected Workforce (ICW) indicators, this date range can be in shifts or production days.
    • 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. (Does not apply to Industrial Connected Workforce indicators.)
    • The Show records toggle, which shows you the records associated with the indicator score on the selected date. For more information, see Show, compare, create, and edit records in KPI Details.
    Warning:
    In some cases, when you collect second-level breakdowns, the score and the number of records do not agree. When these values do not agree, the score is correct. For more details and an example, see KB0748969.
    Important:
    Records are not listed for the "Unmatched" breakdown element when you select it in the filter.

    Sidebar

    Use the sidebar controls to:

    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.

    More actions menu

    You also have a More actions menu More actions menu icon that gives you access to the indicator record and scoresheet. For more information, see Access indicator record or scoresheet from KPI Details.