---
sourceDocument: Yokohama IT Asset Management
sourceDocumentLink: https://www.servicenow.com/docs/r/yokohama/it-asset-management

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama IT Asset Management

ft:clusterId :

    - itam

bundleId :

    - itam

workflow :

    - Technology


---

# Asset performance reports in the Enterprise Asset Workspace

# Asset performance reports in the Enterprise Asset Workspace {#ariaid-title1}

* Release version: Yokohama
* 
* Updated July 2, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 7 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 Asset performance reports in the Enterprise Asset Workspace

Enterprise Asset Management (EAM) version 9.0 and later provides asset performance reports within the Asset analytics view of the Enterprise Asset Workspace.
These reports enable organizations to monitor and analyze the operational efficiency of their enterprise assets by tracking key performance indicators (KPIs) such as asset availability, mean time between failures (MTBF), mean time to repair (MTTR), and total asset task time.
Show full answer Show less  
Tracking asset performance helps reduce unplanned downtime, improve maintenance efficiency, extend asset lifespan, optimize financial planning, and align asset operations with service level agreements (SLAs) or production schedules.

## Requirements and Configuration

* The **First Used** date on assets must be valid for accurate performance tracking; assets missing this are excluded from KPI calculations.
* KPI tracking is not applicable to pallets, consumables, or bundle assets.
* Asset KPIs are not enabled by default. To enable them, customers must:
  * Opt in specific model categories for performance tracking (parent category opt-in doesn't include child categories automatically).
  * Define operational schedules that specify asset operational hours.
  * Create asset schedules associating assets with operational schedules (default schedules apply if none defined).
* KPI calculation starts when an asset first enters the "In use" state and continues until it becomes "Retired" or "Missing."

## Calculation and Handling of KPIs

KPIs are derived from asset-related tasks and operational schedules, with data stored in the Asset availability table. Outages are recorded in the Outages table and classified as planned (maintenance/calibration) or unplanned (break-fix) outages.

Outage records start when an asset changes from "In use" to repair-related or stock states, or when relevant work orders or incidents are created, and end when the asset returns to "In use" or the tasks/incidents close.

Overlapping outages are handled to avoid double-counting downtime:

* Multiple overlapping unplanned outages merge into one outage period.
* When planned and unplanned outages overlap, the unplanned outage is prioritized for downtime calculation.

Outages propagate through asset hierarchies based on the Required field and parent-child relationships.

## Key Asset KPIs and Formulas

* **Asset availability (%)** = (Operating hours − Total planned downtime − Total unplanned downtime) ÷ (Operating hours − Total planned downtime)
* **Mean time between failures (MTBF)** = (Operating hours − Total planned downtime − Total unplanned downtime) ÷ (Total unplanned outages)
* **Mean time to repair (MTTR)** = (Total unplanned downtime) ÷ (Total unplanned outages)

Definitions include operating hours (time asset is in use within schedule), planned downtime (scheduled maintenance/calibration), unplanned downtime (repair periods and break-fix tasks), and total unplanned outages (consolidated count excluding planned outages).

## Accessing Reports and Scheduled Jobs

* Asset KPI reports are accessible via the contextual sidebar for individual assets and enterprise-wide asset task summaries.
* The Asset performance tab in the Asset analytics view shows average KPIs across tracked assets and lists contributing assets.
* Weekly scheduled jobs calculate and update KPI values:
  * **Calculate asset performance KPIs:** Runs every Saturday, updating KPIs for opted-in model categories.
  * **Calculate availability for historical data:** Optional job to compute KPIs for existing assets retrospectively.
  * **Asset availability data collection:** Runs every Sunday to compute averages and generate reports.
* KPIs consider various task types including RMA, work orders, repairs, troubleshooting, evaluations, and recalls.  
Gain insights into the overall operational efficiency of your organization's enterprise assets by using the asset performance reports available in the Asset analytics view.  
Important:  
Asset performance reports are available with Enterprise Asset Management version 9.0 and later.  
Asset performance involves assessing how effectively and efficiently assets fulfill their intended functions within an organization. The evaluation includes measuring and analyzing key performance indicators (KPIs), such as:

* Asset availability to determine when the asset is operational.
* Mean time between failures (MTBF) to measure reliability.
* Mean time to repair (MTTR) to measure repair efficiency.
* Total asset task time summary to measure the total time worked on the related tasks for an asset and its child assets.
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## Benefits of tracking asset performance {#asset-performance-reports-eam__section_gch_jbw_vfc}

Reduce unplanned downtime
:   Monitoring asset health in real-time help prevent and predict issues before they cause downtime.

Improve maintenance efficiency
:   Metrics like MTTR and MTBF help you schedule maintenance more effectively, reducing wasted time, and improving technician efficiency.

Maximize asset life and return on investment (ROI)
:   By detecting early signs of wear and tear and scheduling timely repairs, organizations can make their equipment last longer and delay the need for replacements.

Enhance financial planning
:   Insights into performance help identify models or locations that aren't performing well or have ongoing problems, guiding better investment choices.

Align operations with service levels
:   Tracking availability helps assets meet the required uptime targets set by service level agreements (SLAs), compliance standards, or production schedules.

## Considerations, requirements, and limitations {#asset-performance-reports-eam__section_k12_cfw_vfc}

* The First Used field on EAM assets must contain a valid timestamp for accurate asset performance tracking. Assets with missing or invalid First Used values are excluded from performance calculations, creating gaps in lifecycle and utilization reporting.
* Asset key performance indicators (KPIs) aren't calculated for pallets, consumable, and bundle assets.
* Asset KPIs aren't calculated by default.
* To track the asset KPIs that include Asset availability, MTBF, and MTTR, you must perform the following configurations:
  1. [Opt in to the model categories of the assets for which you want to monitor the KPIs](https://www.servicenow.com/docs/TQ3mizop27D3Rf3sFwqZkw "Monitor the performance KPIs of enterprise assets in your organization by enabling the KPI tracking for the models to which the assets belong.").  
     Note:  
     If a model category has child categories, selecting the parent category for performance tracking doesn't automatically include the child categories. You should opt in to the specific child categories you want to track.
  2. Define an operation schedule, which is a collection of schedule entries that specify the operational status and total operational duration for any entity that references the schedule. The schedule entries define calendar hours of operation within a schedule.For details, see [Create an operational schedule for enterprise assets](https://www.servicenow.com/docs/mz0uYwocsYrANH0vxNNpUA "Define the scheduled operational time, which is the duration during which the asset will be in use, by creating an operational schedule.")

     Note:  
     If an operational schedule isn't defined, the Default operation schedule is applied.
  3. [Create an Asset schedule to associate the assets with an operational schedule](https://www.servicenow.com/docs/00zm8JOYguIE5Cn86l_9bg "Create an asset schedule to map the enterprise assets to an operation schedule.").  
     Note:  
     If an asset isn't associated with an operational schedule, the Default asset schedule will be applied.
  {#asset-performance-reports-eam__ol_kjc_4bl_zfc}
* The calculation of asset KPIs for enterprise assets begins when the asset transitions to the In use state for the first time.
* KPIs are tracked until the state of the asset changes to Retired or Missing.
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## Calculation of asset KPIs {#asset-performance-reports-eam__section_p3x_xdx_vfc}

The KPIs are calculated based on the tasks associated with the asset and the operational schedule of the asset. The KPI values are stored in the Asset availability \[sn_ent_asset_availability\] table, which extends the Service
Availability table.

Performance tracking for assets that belong to a model category opted in for performance tracking begins when the asset's state changes to In use for the first time. A record is then created in the Asset Availability table with
Asset availability % set to 100. The Asset availability % value decreases when the asset experiences an outage.

Outage record creation
:   An outage record is created in the Outages \[cmdb_ci_outage\] table when:

    * The state of an asset changes from In use to any of the following:
      * In stock - Pending repair
      * In stock - Pending disposal
      * In stock - Defective
      {#asset-performance-reports-eam__ul_xtg_kyl_zfc}
    * A work order task is created
    * An incident is created

    {#asset-performance-reports-eam__ul_byv_jyl_zfc}  
    The outage record is closed when:

    * The status of the asset changes back to In use.
    * The work order task is closed.
    * The incident is closed.
    {#asset-performance-reports-eam__ul_fjw_4yl_zfc}

    The duration of the outage is calculated when the repair task is closed.
:   Classification of outages

    * Planned outage: The task type is Planned maintenance or Calibration.
    * Unplanned outage: The task type is Break-Fix.
    {#asset-performance-reports-eam__ul_brs_vyl_zfc}

Handling overlapping outages
:
    Outages can overlap due to multiple events being logged within the same time window. To maintain accurate KPI calculations, overlapping outages are handled with these rules:

    1. Overlaps between unplanned outages:
       * When multiple unplanned outages occur during overlapping time periods, they are not treated as separate outages. Instead, they are merged into a single outage to help prevent downtime from being overstated.
       * The total duration of this combined outage is calculated by merging all overlapping time intervals.
       * A sample outage calculation is here:
         1. Outage A: 10:00 AM -- 12:00 PM
         2. Outage B: 11:30 AM -- 1:00 PMResult: The resulting outage window is 10:00 AM -- 1:00 PM (a single 3-hour outage).

         {#asset-performance-reports-eam__ol_eh5_tbm_zfc}
       {#asset-performance-reports-eam__ul_vx3_sbm_zfc}
    2. Overlaps between planned and unplanned outages:
       * When a planned outage overlaps with an unplanned outage, the system prioritizes the unplanned outage. The reason is that unplanned failures have a significant impact on asset reliability and performance, and should be fully accounted for in downtime metrics.
       * The overlapping period is classified as an unplanned outage, while any remaining time is classified as a planned outage.
       * A sample outage calculation is here:
         1. Planned outage: 2:00 PM -- 4:00 PM
         2. Unplanned outage: 3:00 PM -- 5:00 PM
         3. Overlapping period: 3:00 PM -- 4:00 PM
         4. Resulting outage window: 2:00 PM -- 5:00 PM  
            Result:
            * The period from 2:00 PM to 3:00 PM is counted as planned outage time.
            * The period from 3:00 PM to 5:00 PM is counted as unplanned outage time.
            {#asset-performance-reports-eam__ul_vz5_tp5_zfc}
         {#asset-performance-reports-eam__ol_lhr_dcm_zfc}
       {#asset-performance-reports-eam__ul_m2x_qbm_zfc}
    {#asset-performance-reports-eam__ol_bhq_pbm_zfc}

Passing on outages through the asset hierarchy
:   In an asset hierarchy, outage on assets or their child assets are handled as follows:

    * If a child asset with the Required field set to true experiences an outage, its parent asset will also have the outage.
    * If a parent asset has an outage, all its child assets will also have the outage.
{#asset-performance-reports-eam__ul_q1r_f1n_zfc}  
{#asset-performance-reports-eam__table_jcy_3k5_wfc__entry__2}

| Asset KPI | Formula |
|-|-|
| Asset availability (in %) | (Operating hours - Total planned downtime - Total unplanned downtime)/(Operating hours - Total planned downtime) |
| Mean time between failures (MTBF) (in hours) | (Operating hours - Total planned downtime - Total unplanned downtime)/(Total unplanned outages) |
| Mean time to repair (MTTR) (in hours) | (Total unplanned downtime)/(Total unplanned outages) |
[Table 1. Asset KPIs]

{#asset-performance-reports-eam__table_jcy_3k5_wfc}  
Definition of the variables used in the KPI calculations is as follows:{#asset-performance-reports-eam__table_drp_cwx_vfc__entry__2}

| Variable | Definition |
|-|-|
| Operating hours | The duration from when the asset first transitioned to the In use state until the current date and time within the asset schedule. |
| Planned downtime | The duration from when the asset transitioned from the Work in progress state to the Closed complete state for work order tasks of the work types Planned Maintenance or Calibration, within the asset schedule. |
| Unplanned downtime | The duration from when the asset transitions from the In use state to any repair state, such as In stock - Pending repair, In stock - Pending disposal, or In stock - Defective, until it returns to the In use state, within the asset schedule. If there's no repair state present on the asset through a repair order or other processes, the Work in progress duration of the Breakfix work order task type is used to determine the outage duration. However, if there are overlapping durations between the repair state and the Breakfix work order tasks, the combined duration of both is considered. The asset schedule is also considered when determining the outage duration. |
| Total unplanned outages | The count of total outage records for an asset excluding planned outages accounting for overlaps. Overlapping and concurrent outages are consolidated as one outage. |
[ ]

{#asset-performance-reports-eam__table_drp_cwx_vfc}

## Accessing asset KPI reports {#asset-performance-reports-eam__section_x44_yrx_vfc}

* Contextual side bar: You can view the following reports on the contextual side bar:
  * [Asset availability and related KPIs report for an individual asset](https://www.servicenow.com/docs/NGy~QXtJP2ZP6uoMcWnuOA "Track the asset availability and related KPI values in the report to see how well an enterprise asset is performing.").
  * [Asset task time summary report for all enterprise assets](https://www.servicenow.com/docs/r7D5bMCZieb2MIcvOwMKRg "Use the Asset task time summary report to see the details of the time spent on all tasks for an asset and its child assets, grouped by task category.").
  {#asset-performance-reports-eam__ul_s2x_4fs_wfc}
* Asset performance tab on the Asset analytics view: You can view the average values of the KPIs, including Average availability, Average MTTR, and Average MTBF, for all the assets that are being tracked. Additionally, you can see a list of the assets that contributed to the calculation of these KPIs. For details, see [Asset Analytics overview for Enterprise Asset workspace](https://www.servicenow.com/docs/ytJHs6twaQG5qVkZDDzMyQ "Use the Asset Analytics view to get a detailed view of all your assets, their overall performance, and the asset total cost of ownership (TCO).").
{#asset-performance-reports-eam__ul_obh_2sx_vfc}

## Scheduled job for calculation of asset KPIs {#asset-performance-reports-eam__section_ak1_vbl_wfc}

* The Calculate asset performance KPIs scheduled weekly job runs every Saturday to calculate the KPIs for the assets that belong to the model categories opted in for performance tracking. These KPIs are then reflected in the Asset availability and related KPIs report, which displays the most recent KPI values.  
  Note:  
  To track historical KPIs for existing assets in the opted-in model categories, run the Calculate availability for historical data job. This job considers the following tasks associated with an asset to calculate the outages and KPIs:
  * RMA task
  * Work order task
  * Repair task
  * Troubleshoot task
  * Evaluate task
  * Recall task
  {#asset-performance-reports-eam__ul_awl_bfn_zfc}
* The Asset availability data collection scheduled weekly job runs every Sunday to calculate the average values of the KPIs that includes Average availability, Average MTTR, and Average MTBF. The job then generates the reports in the Asset performance tab of the Asset analytics view.
{#asset-performance-reports-eam__ul_qjh_w2m_wfc}