View Maintenance Management metrics

  • Release version: Zurich
  • Updated March 25, 2026
  • 4 minutes to read
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    Summary of View Maintenance Management metrics

    The Maintenance Management dashboard in ServiceNow provides valuable insights into maintenance cases, trends, and compliance with maintenance plans. These insights help you optimize maintenance workflows, reduce unplanned maintenance activities, and control related costs effectively.

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    Prerequisites

    • Install the Workplace Central and Workplace Maintenance Management (snwsdmaintenance) applications.
    • Create and publish a maintenance plan through the Workplace Central home page or the Preventative Maintenance option.
    • Ensure the Performance Analytics (com.snc.pa) plugin is installed with the required premium entitlement.
    • Run the Workplace Maintenance Case Historical Data Collection scheduled job before first accessing the dashboard to gather historical data.
    • Verify valid ServiceNow entitlements for Workplace Central, Workplace Maintenance Management, and associated applications.

    Accessing the Dashboard

    You must have the snwsdmaintenance.manager or snwsdmaint.admin role. Access it via:

    • All > Workplace Central > Workplace Central
    • Workspaces > Workplace Central

    Then select the Maintenance Management tab.

    Key Features

    Scorecards

    • Planned Maintenance Percentage (PMP): Percentage of time spent on preventive maintenance versus total maintenance time. Higher values indicate more planned maintenance.
    • Planned Maintenance Compliance (PMC): Percentage of preventive maintenance cases completed on schedule. Higher values reflect adherence to maintenance plans.
    • Mean Time to Repair (MTR): Average time taken to close maintenance cases. Lower values indicate efficient maintenance processes.
    • Number of Open Cases: Total maintenance cases still open. Fewer open cases suggest effective maintenance management.

    Reports

    • Corrective vs Preventive Maintenance Case Trend: Visualizes trends in maintenance types to assess planning effectiveness and asset health.
    • Average Age of Maintenance Cases: Tracks the average duration of open maintenance cases to identify bottlenecks or problematic assets.
    • Planned Maintenance Percentage Trend: Shows trends in planned maintenance activities, helping identify causes of unplanned work.
    • Planned Maintenance Compliance Trend: Monitors adherence to scheduled maintenance over time to spot inconsistencies.

    Indicators

    The dashboard uses several predefined indicator groups and indicators to populate widgets, such as counts and durations of open and closed maintenance cases, segmented by corrective and preventive types. You can add custom indicators as needed to tailor the dashboard to your organizational requirements.

    Operational Guidance

    To ensure accurate and insightful data, run the Workplace Maintenance Case Historical Data Collection scheduled job regularly. This job collects historical data essential for dashboard analytics.

    Benefits for ServiceNow Customers

    • Gain visibility into maintenance operations and compliance with plans.
    • Identify opportunities to reduce unplanned maintenance and associated costs.
    • Improve maintenance workflows through data-driven insights.
    • Monitor the effectiveness of maintenance teams and processes via key performance indicators.

    Use the Maintenance Management dashboard to get an insight into maintenance cases, their trends, and maintenance plan compliance. These insights enable you to create an efficient maintenance plan to improve workflows and reduce maintenance activities and their related costs.

    Prerequisites for accessing the View Maintenance Management dashboard

    • Ensure that the Workplace Central application is installed. For more information, see Install Workplace Central
    • Ensure that the Workplace Maintenance Management (sn_wsd_maintenance) application is installed. For more information, see Install Workplace Maintenance Management.
    • Create and publish a maintenance plan. For more information, see Create and publish maintenance plans and Workplace maintenance cases.

      You can also create a maintenance plan record by using the Preventative Maintenance option on the Workplace central home page. Navigate to All > Workplace Central. Select the Preventative Maintenance icon (Preventative Maintenance icon on the context side bar to create a maintenance plan.) on the context side bar to create a maintenance plan.

    • Ensure that the plugin Performance Analytics (com.snc.pa) is installed and that you have the Performance Analytics premium entitlement. For more information, see
    • Ensure that the Workplace Central, Workplace Maintenance Management applications and all of their associated store applications have valid ServiceNow entitlements. For more information, see Get entitlement for a ServiceNow product or application.
    • Run the Workplace Maintenance Case Historical Data Collection job before viewing the dashboard for the first time. For more information, see Run the scheduled job for the Maintenance Management dashboard.

    Accessing the dashboard

    To access the Maintenance Management dashboard, you must have the sn_wsd_maintenance.manager or sn_wsd_maint.admin role.

    • Access the dashboard using one of the following navigation paths:
      • All > Workplace Central > Workplace Central.
      • Workspaces > Workplace Central
    • Select the Maintenance Management tab.
    Workplace Analytics Maintenance Management dashboard

    Scorecards

    The following default scorecards are available on the dashboard. To see the list of records, select the related card.

    PMP (Planned Maintenance Percentage)
    Shows the percentage of planned days spent for preventive cases vs the total planned days for both preventive and corrective maintenance cases. A high percentage value indicates that more time is being spent in planned maintenance activities rather than unplanned activities.
    Calculation:

    Planned Maintenance Percentage = (Total number of days taken to complete all preventive maintenance cases for a duration / Total number of days taken to complete all maintenance cases for the duration) X 100

    PMC (Planned Maintenance Compliance)

    Shows the percentage of the total number of preventive maintenance cases completed vs the total number of preventive maintenance cases. A high percentage value indicates that maintenance activities are completed as per schedule.

    Calculation:

    Planned Maintenance Compliance = (Number of preventive maintenance cases completed/ Total preventive maintenance cases) X 100

    MTR (Mean time to repair)

    Shows the average time taken to close a maintenance case. A low value indicates that the processes for maintenance and the necessary skills to handle them are effective.

    Calculation:

    Mean time to repair = Average age of all the maintenance cases / Total number of maintenance cases

    Number of open cases

    Shows the total number of open cases. A low number of open cases indicates your maintenance plan and resolution processes are effective.

    Calculation:

    Total number of preventive and corrective maintenance cases that are not in closed complete, closed incomplete, or canceled state.

    Reports

    The following default reports are available on the dashboard. Select the card to see the list of records.

    Corrective vs preventive maintenance case trend

    Displays the trend of corrective and preventive maintenance cases.

    Benefits:

    Analyze the trend to understand the efficiency of planning and identify any assets that must be retired or replaced.

    Average age of maintenance cases

    Displays the average age of corrective and preventive maintenance cases.

    Benefits:

    Analyze the trend to understand the efficiency of maintenance services and identify the process or assets that cause the increase in the age of maintenance cases. Take steps to reduce the age of cases.

    Formula:
    • Average age of corrective maintenance cases = [Sum of ages for all the corrective cases/Total number or maintenance cases]
    • Average age of preventive maintenance cases = [Sum of ages for all the preventive cases/Total number or maintenance cases]
    Planned maintenance percentage trend

    Displays the percentage trend for the total number of days spent on preventive cases versus the total number of planned days for both preventive and corrective maintenance cases.

    Benefits:

    Analyze the trend to identify problem areas that cause unplanned activities or corrective cases. Modify the process or replace or retire the assets to avoid unplanned activities.

    Formula:

    Planned maintenance percentage trend = (Total number of planned maintenance days / Total number of maintenance days) X 100

    Planned Maintenance Compliance trend

    Displays the percentage trend of the total number of preventive maintenance cases completed versus the total number of preventive maintenance cases.

    Benefits:

    Analyze the Planned Maintenance Compliance trend to identify issues that lead to deviation from the plan. Take steps to improve processes that causes inconsistent on-time completion.

    Calculation:

    Planned Maintenance Compliance trend = [Number of completed preventive maintenance cases/ Total preventive maintenance cases] X 100

    Indicators

    The indicator groups and indicators listed in the following table are used for populating the widgets in the dashboard.
    Table 1. Indicators and indicator groups
    Indicator group name Indicators
    Workplace.Maintenance.Case.Closed
    • Workplace Maintenance Case Closed Age Sum Hours
    • Workplace Maintenance Case Closed Corrective Age Sum Hours
    • Workplace Maintenance Case Closed Corrective Count
    • Workplace Maintenance Case Closed Preventive Age Sum Hours
    • Workplace Maintenance Case Closed Preventive Count
    Workplace.Maintenance.Case.Opened
    • Number of corrective cases
    • Number of open cases
    • Number of preventive cases
    • Workplace Maintenance Case Opened Preventive Closed Complete Count

    You can also add new indicators. For more information on how to work with indicators, see .