--- sourceDocument: Brazil Platform Analytics sourceDocumentLink: https://www.servicenow.com/docs/r/now-intelligence Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil Platform Analytics ft:clusterId : - par bundleId : - par workflow : - Platform --- # Concepts # Performance Analytics concepts {#ariaid-title1} Release version: Brazil Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 5 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 Performance Analytics concepts Performance Analytics in ServiceNow provides a structured way to measure, analyze, and forecast business performance through key metrics called indicators (KPIs). It is integral to multiple applications, including Benchmarks, and centers on capturing data snapshots and scores over time to help track organizational activities and services. This functionality is accessible through various interfaces such as the Analytics Hub, KPI Details, and dashboards, enabling practical insights and decision-making. Show full answer Show less ## Key Features * **Indicators (KPIs):** Define performance measures captured regularly from business services, activities, or organizational behaviors. Indicators combine data sets and aggregation methods, and their scores can be automatically generated from record sets, manually entered, or calculated from other indicators. Indicators can be organized into thematic groups for better management. * **Breakdowns and Elements:** Allow grouping or filtering indicator scores by qualitative attributes like Priority or Assignment Group. Breakdowns may be automated, manual, or external, with elements sourced accordingly. Users can apply up to two levels of breakdown to analyze data with finer granularity. * **Data Collector:** Automates the capture of periodic snapshots of process tables into Scores and Snapshots tables, with scheduling aligned to indicator source frequencies. This engine supports both automatic and manual data collection jobs, including historical data collection. * **Aggregation:** Supports summarizing indicator scores over time using statistical functions, either configured in indicators or applied dynamically in Analytics Hub or widgets as time series functions. * **Breakdown Mappings and Sources:** Define how breakdowns relate to indicator sources, either via direct field mappings or scripted queries. Breakdown sources specify unique breakdown elements from tables, views, or bucket groups, allowing focused and relevant segmentations. * **Bucket Groups:** Enable recategorization of data into discrete buckets for use as breakdowns, facilitating customized grouping of values for more meaningful analysis. * **Indicator Sources:** Represent filtered data sets from tables or database views that define the records used to generate indicator scores. Multiple indicators can share the same source, ensuring synchronized data collection. * **Snapshots:** Capture the exact records associated with automated indicator scores at collection time, supporting detailed record-level analysis and intersecting breakdowns. * **Spotlight Feature:** Highlights important records that might otherwise be overlooked, enhancing focus on critical data points. * **Complimentary Performance Analytics:** A limited version included in the base ServiceNow system for Incident Management, allowing customers to explore core capabilities before subscribing to the full Performance Analytics product. ## Practical Benefits for ServiceNow Customers * Enables continuous performance tracking and trend forecasting through regularly collected, reliable data. * Facilitates detailed analysis by segmenting data with breakdowns, improving understanding of performance drivers. * Automates data collection to maintain up-to-date insights with minimal manual effort. * Supports customized aggregation and visualization of metrics to align with business needs and reporting preferences. * Provides record-level transparency via snapshots and spotlighting, aiding in root cause analysis and operational improvements. * Allows customers to start with a complimentary version for Incident Management and scale to full Performance Analytics functionality as needed. Performance Analytics uses terms and concepts that can differ from industry norms due to the unique nature of the ServiceNow platform. Note: Performance Analytics is used by other applications, such as Benchmarks. The information below describes the core Performance Analytics functionality. For information about other applications that use Performance Analytics, refer to the documentation for those applications. Performance Analytics includes the following concepts and components: ## Key components {#c_PerformanceAnalytics__section_d5w_fkh_bhb} [Indicators](https://www.servicenow.com/docs/GhJjeaJI2jen9ZgH~3JFiA "Indicators (KPIs) define a performance measurement taken at regular intervals of a business service, an activity, or organizational behavior. These performance measurements result in a series of indicator scores over time.") : (KPIs) define a performance measurement taken at regular intervals of a business service, an activity, or organizational behavior. These performance measurements result in a series of indicator scores over time. Businesses track these scores to measure current conditions and to forecast trends. Technically, an indicator combines a data set and a data aggregate, such as Count, along with optional conditions. Key characteristics of indicators include: * Indicator scores can be generated automatically from a set of records defined in an [indicator source](https://www.servicenow.com/docs/SAYEkH1d7Qjsj7I4aT4WVg#gloss-indicator-source "Defines sets of records from a ServiceNow table or database view that have a common characteristic, for example, that the Priority field value is critical. Indicators use indicator sources to calculate scores. Indicator scores are KPI values. Indicator sources specify a table, filtering conditions, and the frequency for collecting data."), entered manually, or calculated from other indicators. * Indicator scores can be viewed or analyzed in Platform Analytics data visualizations and KPI Details. In the Core UI, view them in the Analytics Hub or in widgets on dashboards. {#c_PerformanceAnalytics__ul_indicator-key-char} For convenience, you can organize indicators thematically into an indicator group. Synonyms: Metrics, business metrics, KPIs {#c_PerformanceAnalytics__ph_indicator-synonyms} [Breakdowns and elements](https://www.servicenow.com/docs/RKjOchuUyEk5AfdPCy2MqA "Breakdowns enable you to group or filter indicator scores by a qualitative attribute such as Priority, Category, or Assignment Group. You can apply a breakdown on the Analytics Hub, in KPI Details, and on dashboards.") : enable you to group or filter indicator scores by a qualitative attribute such as Priority, Category, or Assignment Group. You can apply a breakdown on the Analytics Hub, in KPI Details, and on dashboards. For example, you can look at the Number of Open Changes by Assignment Group. Or you can see the Number of New Changes by Priority.{#c_PerformanceAnalytics__ph_breakdown-example} The values for each breakdown are called breakdown elements. For example, the Priority breakdown may have the elements Critical, High, and Low. Breakdowns are categorized as automated, manual, or external, depending on where these elements come from. Automated breakdown elements are specified in breakdown sources. Manual breakdowns have their elements entered manually to define an organization. Lastly, an external breakdown specifies the JDBC data source and SQL statement for retrieving breakdown elements.{#c_PerformanceAnalytics__ph_breakdown-scope} You cannot apply more than two levels of breakdown to an indicator. {#c_PerformanceAnalytics__ph_breakdown-def} : Synonyms: dimensions, drill-downs{#c_PerformanceAnalytics__ph_breakdown-synonyms} [Data collector](https://www.servicenow.com/docs/eYdYtpoLwI227gPn2rGuuw "Performance Analytics uses data collection jobs to collect and clean scores and snapshots. You can also set indicator scores manually.") : is the engine that takes periodic snapshots of your process tables and stores them in the Scores and Snapshots tables. You can set up data collector jobs to run automatically according to a schedule. Usually set a job schedule to match the frequency in the indicator source. One job usually generates scores for multiple indicators that use the same indicator source. You can also set up jobs that run manually, such as historical jobs, which you run only when collecting data for a new indicator.{#c_PerformanceAnalytics__ph_data-collector-def} {#c_PerformanceAnalytics__dl_pa-terms} ## Other concepts {#c_PerformanceAnalytics__section_cwf_jkh_bhb} Aggregate/Aggregation : can refer to either of the following functions: * The Performance Analytics function of aggregating, or collecting, indicator scores over time. The indicator configuration includes the frequency with which indicator scores are collected. * Statistical functions applied to collected indicator scores over a time period. For example, you can apply a 3-month SUM to indicator scores. Aggregation functions can be added either in the indicator form or later in the the Analytics Hub or widget. Aggregation functions in the Analytics Hub or widget are named time series.{#c_PerformanceAnalytics__ph_aggregator-def-time-series} {#c_PerformanceAnalytics__ul_eqr_chm_2bb} [Breakdown mappings](https://www.servicenow.com/docs/qJZ2dvRRNxgQi3KWh2f5dQ "Select which breakdowns to assign to an indicator. Map which field on the indicator source references the breakdown source. If no appropriate field is available, specify a script to associate the indicator and breakdown sources.") : specify the relationships, or 'map,' breakdowns to indicator sources. A breakdown mapping either specifies a field on the indicator source or specifies a script that queries the indicator source. The latter is sometimes called a scripted breakdown mapping, and a breakdown with such a mapping is called a scripted breakdown. [Breakdown sources](https://www.servicenow.com/docs/xhAwrYD80X_vEaUv8lr4Vw "Specify a facts table to serve as a data source for breakdowns. External data is supported via Workflow Data Fabric tables. Apply conditions to specify the elements for this breakdown source.") : specify which unique values, called breakdown elements, a breakdown contains. A breakdown source is defined as a set of records from a table (including Workflow Data Fabric) or database view or as a bucket group. External data is supported via Workflow Data Fabric tables. Multiple breakdowns can use the same breakdown source. For example, instead of seeing ALL assignment groups for the Number of Open Changes indicator, you can limit the element list to just those groups that are part of the change process by configuring the Breakdown Source. {#c_PerformanceAnalytics__ph_bkdown-source-def-rest} [Bucket groups](https://www.servicenow.com/docs/7OIuZPdkIMt0ipvB1_aJzw#c_BucketGroups "Bucket groups are used to recategorize data so it can be used as a breakdown, for example by grouping a range of values into discrete buckets."){#c_PerformanceAnalytics__dt_bucket-groups} : are used to recategorize data so it can be used as a breakdown, for example by grouping a range of values into discrete buckets. To work with a bucket group, create a breakdown source that uses Bucket \[pa_buckets\] as the facts table and specifies the bucket group in a condition. If a breakdown built on this source uses a breakdown mapping with a script, the breakdown groups the values that the script returns into buckets. If the breakdown mapping specifies a field instead of using a script, the breakdown groups the values of the mapped field into buckets.{#c_PerformanceAnalytics__p_bucket-group-usecases} In the data architecture, bucket groups are defined in Bucket Group \[pa_bucket_groups\] records and buckets in Bucket \[pa_buckets\] records. Each Bucket \[pa_buckets\] record contains a Bucket Group field that is a reference to a Bucket Group \[pa_bucket_groups\] record. {#c_PerformanceAnalytics__p_bucket-group-arch} Day : A day in Performance Analytics is always defined as 24 hours. Performance Analytics does not use the concept of 'business days.' [Indicator sources](https://www.servicenow.com/docs/HWCk9BXOtKxdttXoQ5FC4g#c_IndicatorSources "Indicator sources are data sets consisting of filtered records from one table or database view.") : are data sets consisting of filtered records from one table or database view. An indicator source configuration specifies a table, such as Incident \[incident\], conditions for filtering records from that table, and a frequency that you base on the conditions. Supported tables include database views and Workflow Data Fabric tables. An indicator source cannot specify a rotated table. Multiple indicators can use the same indicator source. Data collection jobs query the database once for each indicator source. Thus, all indicators that use the same indicator source get data from the same point in time. Typically, an indicator tracks the situation on a certain date. The indicator source conditions usually include a date-related filter, such as \[Opened\]\[on\]\[Today\]. Indicators collected less frequently might specify a larger date range, such as \[Closed\]\[on\]\[This month\]. {#c_PerformanceAnalytics__p_indicator-source-conditions} Scripted breakdown : is a breakdown that uses a script to query the indicator source as its breakdown mapping. Snapshots : are the lists of records (sys_ids) that are collected at the time that the scores for those records are collected. A snapshot is made only for automated indicators with Collect records selected. The snapshot/list of records can be retrieved in the Analytics Hub or KPI Details.{#c_PerformanceAnalytics__p_snapshot-def-ds} Snapshots are kept for the main indicator and for first-level breakdowns. Second-level breakdown snapshots are derived as an intersection of the two first-level breakdown snapshot lists. {#c_PerformanceAnalytics__p_snapshot-def-1st-2nd-bkdowns} * **[Put a Spotlight on records](https://www.servicenow.com/docs/zUAWERJ4OYr1~Lu0WX6wvw)** Use the Spotlight feature to illuminate records that you might overlook. * **[Try out Complimentary Performance Analytics for Incident Management](https://www.servicenow.com/docs/mVm_5RLf3aHi7hkRs5CIww)** Complimentary Performance Analytics for Incident Management is a limited version of Performance Analytics that is included in the base system, enabling you to become familiar with the functionality. Subscribe to Performance Analytics for complete functionality.