Indicator targets and thresholds in KPI Details
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Summary of Indicator targets and thresholds in KPI Details
This content explains how ServiceNow Performance Analytics customers can useindicator targetsandthresholdswithin KPI Details to monitor and manage performance goals. Targets represent desired scores to achieve by a certain date, while thresholds define normal score ranges and trigger alerts when scores exceed those ranges.
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Indicator Targets
- Types: Targets can be personal (visible only to the creator) or global (visible to all users).
- Visualization: Personal targets appear as light lines, global targets as dark lines in KPI Details and Analytics Hub.
- Dashboard integration: Global targets can appear in time series and single score visualizations and generate proactive analytics insights alerts.
- Tracking status: KPI Details display target status as On track, Off track, or Too early to track based on forecasted gap between target and score.
- Review dates: Once a target's review date passes, status updates to Met or Not met, showing final score rather than gap.
- Multiple targets: Expired targets remain visible alongside current targets; new targets can be set with percentage improvements or absolute values.
Indicator Thresholds
- Types: Thresholds can also be personal (light grey dotted line) or global (dark grey dotted line).
- Alerts: When thresholds are triggered, email notifications are sent and messages are available directly in KPI Details.
- Visualization: Global thresholds appear in time series visualizations and dashboards can alert users with insights cards.
Key Functionalities in KPI Details
- Create and manage targets: Set targets for specific breakdown elements and time series aggregations starting from a chosen date, with optional review dates.
- Edit targets retroactively: Modify existing targets from their start dates, and apply bulk changes to multiple targets simultaneously.
- Manage thresholds: Add, modify, or delete personal and global thresholds based on user roles.
- Multi-element targeting: Assign targets to multiple breakdown elements at once, supporting improvements relative to baselines.
- Responsibility: Users assigned as responsible for KPIs can track progress and adjust targets as needed.
Practical Benefits for ServiceNow Customers
By leveraging indicator targets and thresholds in KPI Details, customers can effectively set measurable goals, monitor performance trends, and receive timely alerts on deviations. This enables proactive decision-making and continuous improvement aligned with organizational objectives. The integration with dashboards and forecast capabilities helps teams stay informed and on track with performance expectations.
Targets are goals your organization wants to achieve. They show the difference between the desired and actual scores of an indicator on a certain date. Thresholds define a normal range of scores for an indicator and alert you when certain events occurs, like when a score reaches an all-time high.
Indicator targets
A target can be personal or global. A personal target is visible only to the user that created it and appears as a light line. A global target is visible to all users and appears as a dark line. Because you cannot share a personal target, it appears only in KPI Details and the Analytics Hub. Global targets can also appear in time series and single score data visualizations. Dashboards can alert viewers to events related to targets through proactive analytics insights cards.
Indicator thresholds
When a threshold is triggered, the instance generates an email notification. This message is associated with the indicator and the message is directly available via KPI Details.
A threshold can be personal or global. A personal threshold is visible only to the user that created it. It appears as a light grey dotted line. A global threshold is visible to all users and appears as a dark grey dotted line. Because you cannot share a personal threshold, it appears only in KPI Details. Global thresholds can also appear in time series data visualizations. Dashboards can alert viewers to events related to thresholds through proactive analytics insights cards.
KPI Details with current target
In the following example, one target has been set on the indicator. That target was set on 1 October, with a review date of 6 November. On 31 October, the score was 169. The gap on 15 March is calculated as Target value
- Score on selected date. The gap is therefore 51, or 23.2%.
The card for the target in the Targets panel shows a different gap value. This gap is equal to
Target value - Forecast score on the review date. If you enable
Forecast in the Chart Options, you can see how this gap is
calculated more clearly. In the following example, you see that the forecast score for the
review date is 29 and the target is 30. The gap on the tile accordingly is one.
An icon displays the status as On track, Off track, or Too early to track. This icon appears on both the chart and the Targets panel. The status is based on the predicted gap between target and score on the review date. Because the projected score is better than the target, the On track icon is displayed. Had it been worse than the target, the Off track icon would be displayed. If there hadn't been enough data to predict whether the target would be met, the Too early to track icon would be displayed.
KPI Details with past target
When a target reaches its review date, it becomes known whether it has been met. The On Track, Off track, and Too early to track icons no longer apply. Instead, either a Met or a Not met icon is displayed. In the following example, the indicator met its target on the review date by a margin of two. On the card, the Gap information is replaced by the final score on the review date. This score is visible regardless of which date is chosen on the chart. The chart still displays the gap between the score and the target on the selected date.
Past and current targets
When a target reaches its review date, it is no longer active. Usually you want a new target to take effect. When you add a new target, the expired targets are still visible, both in the chart and on cards. Here, a new target is added to the indicator after the target from the previous example has expired. This target is based on a 10% improvement to the previous target, as described in Create a target in KPI Details. The chart shows information about whichever target is in effect on the selected date.