Available Platform Analytics Solutions

  • Release version: Zurich
  • Updated July 31, 2025
  • 4 minutes to read
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    Summary of Available Platform Analytics Solutions

    ServiceNow offers a range of Platform Analytics Solutions that deliver dashboards and Performance Analytics components tailored to different product areas. These solutions are available at no additional charge but require appropriate licensing for the underlying applications. They enable customers to leverage Performance Analytics to gain actionable insights and improve operational efficiency across various domains.

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    General Performance Analytics Solutions

    • Available with any paid Performance Analytics entitlement.
    • Includes dashboards for Configuration Management (CMDB), Guided Tours, Knowledge Management, and Service Desk Chat.

    Solutions by Specific Entitlements

    Activation depends on specific Performance Analytics entitlements, enabling targeted insights:

    • Application Portfolio Management (APM): Dashboards for change, problem management, and financial management including customer service, field service management, and financial planning.
    • Customer Service: Comprehensive dashboards covering change management, communities, customer service (basic and advanced), case management, major issue management, agent chat, and advanced work assignment.
    • IT Service Management (ITSM): Dashboards for incident management, incident SLA, major incident management, problem management, and ITSM overview dashboards. Incident management content is available by default for trial use.
    • Governance, Risk, and Compliance (GRC): Requires activation of the GRC Performance Analytics Premium Integration plugin, then audit, policy, compliance, and risk management solutions can be activated.
    • Human Resource Management: Includes content analytics and employee document management within scoped HR applications. The unscoped HR solution is deprecated and requires contacting support for activation.
    • Business and Financial Management: Solutions for Agile 2.0, Essential SAFe, financial management variants, financial services operations, and project portfolio management with financials (noting that the Project Portfolio Suite with Financials replaces the older Project Portfolio Suite starting in New York release).
    • IT Operations Management (ITOM): Solutions include discovery, event management, operational intelligence, and service mapping analytics.
    • Project Portfolio Management: Activation of the Project Portfolio Suite with Financials solution, which replaces the older Project Portfolio solution and includes time card management dashboards.
    • Security Incident and Vulnerability Response: Solutions for security incident response and vulnerability response are available via the ServiceNow Store.
    • Software Asset Management: Requires Performance Analytics for Service Management entitlement with Software Asset Management Professional.

    Self-Service Analytics Integration

    • Customers with Self-Service Analytics can add widgets to Performance Analytics dashboards or Service Portals.
    • Activation of the Self-Service Analytics PA plugin enables access to pre-built indicators and breakdowns.
    • Customer Service Management users have a dedicated Self-Service Analytics solution with additional customer service-specific content and dashboards.
    • Activation of the Self-Service Analytics data collection job is required for data updates.

    ITSM Dashboard Solutions

    • Activation of the ITSM Dashboards plugin provides additional dashboards for change management, problem management, incident SLA, major incident management, and fixed costs.

    Practical Benefits for ServiceNow Customers

    By activating the appropriate Platform Analytics Solutions based on their Performance Analytics entitlements, customers can:

    • Access specialized dashboards tailored to their licensed applications and business functions.
    • Gain deeper visibility into operations, service management, financials, and risk compliance.
    • Leverage preconfigured indicators and breakdowns to accelerate reporting and decision-making.
    • Enhance user engagement through Self-Service Analytics widgets integrated into dashboards and portals.
    • Stay current with evolving solutions, such as new replacements and deprecated content, to optimize analytics capabilities.

    The following Platform Analytics Solutions are available for their corresponding ServiceNow Performance Analytics entitlements. The solutions are at no extra charge, but the underlying applications require appropriate licensing.

    Platform Analytics Solutions provide dashboards and underlying Performance Analytics components. These dashboards leverage Performance Analytics to create greater value for the product each Platform Analytics Solution supports.

    General Performance Analytics Solutions

    Activate the following Performance Analytics Solutions with any paid-for Performance Analytics entitlement.

    Performance Analytics Solutions for APM

    Activate the following Solutions when you have the Performance Analytics for APM entitlement.
    • Application Portfolio Management and Change Management (com.snc.pa.apm.change_request)
    • Application Portfolio Management and Problem Management (com.snc.pa.apm.problem)
    • Financial Management (com.snc.pa.fm)
    • Financial Management for Customer Service (com.snc.pa.fm.csm)
    • Financial Management for Field Service Management (com.snc.pa.fm.fsm)
    • Financial Management for Financial Planning (com.snc.pa.financial_planning)
    • Project Portfolio Suite with Financials (com.snc.financial_planning_pmo) Starting in New York, this solution replaces the Project Portfolio Suite (com.snc.pa.ppm) Solution. It includes dashboards for Time Card Management.

    Performance Analytics for Customer Service Solutions

    Activate the following Solutions when you have the Performance Analytics for Customer Service entitlement.

    Performance Analytics for Governance, Risk, and Compliance Solutions

    When you have the Performance Analytics for GRC entitlement, first activate the GRC: Performance Analytics Premium Integration plugin. Then activate the following Solutions:

    Performance Analytics for Human Resource Management Solutions

    Activate the following Solutions when you have the Performance Analytics for Human Resource Management entitlement:

    Performance Analytics for Business Management, Financial Management, and Service Strategy Solutions

    Activate the following solutions if you have an entitlement to Performance Analytics for Business Management, Performance Analytics for Financial Management, or Performance Analytics for Service Strategy:

    Performance Analytics for ITOM Solutions

    Activate the following Solutions when you have the Performance Analytics for IT Operations Suite or Performance Analytics for IT Operations Management entitlements:

    Performance Analytics for Project Portfolio Management Solutions

    Activate the following Solutions when you have the Performance Analytics for Project Portfolio Management entitlement, Project Portfolio Suite with Financials (com.snc.financial_planning_pmo). Starting in New York, this solution replaces the Project Portfolio Suite (com.snc.pa.ppm) Solution. It includes dashboards for Time Card Management.

    Performance Analytics for Security Incident and Vulnerability Response Solutions

    Activate the following Solutions when you have the Performance Analytics for Security Incident Response entitlement:

    Performance Analytics for Service Management Solutions

    Activate the following Solutions when you have the Performance Analytics for Service Management entitlement:

    Performance Analytics for Software Asset Management Solutions

    Activate the following Solutions when you have the Performance Analytics for Service Management entitlement, Software Asset Management Professional (com.snc.pa.samp).

    Adding Self-Service Analytics widgets to a dashboard or Service Portal

    If you have Self-Service Analytics activated on an instance, you can add Self-Service analytics widgets to your Performance Analytics dashboards or a Service Portal. To obtain a ready-made set of indicators and breakdowns, activate the Self-Service Analytics PA (com.snc.pa.self_service_analytics) plugin. Find the Self-Service indicators through the Performance Analytics Admin Console, then create widgets and add them to your dashboard or portal. Also activate the [SSA] Self-Service Analytics data collection job.
    Note:
    Customer Service Management customers can install the Platform Analytics Solution for Self-Service Analytics for Customer Service. This Solution contains additional Customer Service-specific indicators and breakdowns as well as widgets and a dashboard. For more information, see Self-Service Analytics for Customer Service.

    ITSM Dashboard solutions

    The ITSM Dashboards plugin (com.snc.pa.itsm_dashboards) activates the following solutions, along with a set of additional dashboards: