Platform Analytics

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

    Platform Analytics in ServiceNow provides a comprehensive suite of applications designed to optimize processes and increase productivity by delivering insightful data visualizations, dashboards, and analytics tools. These applications include Reporting, Performance Analytics, Usage Insights, Process Mining, and Task Mining. Users can access analytics through either the Core UI or the enhanced Platform Analytics experience, supporting various data needs for diverse user roles within the enterprise.

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    Key Features

    • Platform Analytics experience: Offers advanced data visualization tools, interactive dashboards, and key performance indicators (KPIs), with capabilities such as natural language queries and AI-powered insights through Now Assist. Features like KPI Details and KPI Signals help monitor process behavior and alert users to significant changes.
    • Now Assist in Platform Analytics: Enables users to ask questions in plain language and receive AI-generated responses, including dynamic data visualizations. The AI Data Explorer supports collaborative exploration and discussion of analytics data.
    • Performance Analytics: Provides business-analysis tools focused on improving service delivery times and reducing costs. It includes KPI planning, implementation, and advanced configuration options for administrators to align analytics with business objectives.
    • Usage Insights: Offers dashboard-based analytics on user engagement across multiple ServiceNow applications, covering web and mobile usage, user retention, behavior, and population metrics, enabling administrators to understand and enhance user adoption.
    • Process Mining: Analyzes automated process flows to identify bottlenecks, deviations, and improvement opportunities. It includes terminology resources to help users maximize workflow efficiency.
    • Task Mining: Collects and analyzes workstation data to identify inefficiencies in work tasks and interactions, empowering process owners to make data-driven improvements.
    • Core UI Reporting and Dashboards: Allows administrators and stakeholders to create and analyze real-time reports and trends, configure Performance Analytics widgets, and use the Analytics Hub for in-depth data exploration and benchmarking.

    What This Enables for ServiceNow Customers

    ServiceNow customers can leverage Platform Analytics to gain actionable insights into their workflows, user behaviors, and service performance. By utilizing AI-enhanced tools and comprehensive dashboards, organizations can monitor KPIs in real time, identify inefficiencies in processes and tasks, and make informed decisions to improve productivity and reduce operational costs. The integration of multiple analytics applications ensures a holistic view of enterprise data, facilitating continuous improvement and better service delivery outcomes.

    Optimize processes and increase productivity with the Platform Analytics applications. These applications include Reporting, Performance Analytics, Usage Insights, and Process Mining. Present data through either the Core UI or the Platform Analytics experience.

    Get started

    Select one of these tiles to learn more about these applications, which help provide many different kinds of data to many different kinds of users.

    Platform Analytics experience

    Explore the many options for showing data in data visualizations. Create, modify, and share dashboards. Filter the data that is shown on a dashboard. Receive insights on your dashboards about potentially significant events in the data. Explore indicators of process behavior with KPI Details, and be alerted to significant changes in these indicators through KPI Signals.


    Platform Analytics dashboard showing Incidents by category in a data visualization with a filter being selected.

    Now Assist in Platform Analytics

    Leverage AI to generate insights into data. Ask for data visualizations in the Now Assist panel. Explore data on your own or with a collaborative group in AI Data Explorer, where you can have not only data visualizations but summaries and conversations.


    An exploration in Now Assist Explorer.

    Performance Analytics indicators

    Learn how to help your business constantly improve. Plan and implement key performance indicators using Performance Analytics fundamentals. Go further by configuring advanced features, to work directly with data structures as an administrator.


    KPI Details for a Performance Analytics indicator, showing a time series of scores and 6 filters.

    Usage Insights

    Learn about dashboard-based analytics on the usage of several ServiceNow applications. Administrators can get information on user engagement with both mobile and web applications, including user population, retention, and behavior.

    User experience analytics dashboard.

    Process Mining

    Discover ways to streamline your business, find bottlenecks and deviations in workflows, filter and compare processes, and more. A comprehensive listing of Process Mining key terms provides all the notable terminology and their definitions, to assist you in getting the most effective performance from your enterprise.


    Process mining workbench

    Analysis in Task Mining

    Learn how Task Mining helps process owners collect and analyze workstation activities to understand how tasks are performed, identify inefficiencies, and make data-driven decisions.

    Task Mining analysis dashboard

    Reports and dashboards in the Core UI

    Give administrators and other stakeholders the ability to work with real-time data reports and analyze trends, using Core UI dashboards. Create and define Performance Analytics widgets, and configure the quick-view dashboards that use those visualizations, to suit your data and your business goals. Use the Analytics Hub to perform in-depth data exploration, examine activity over time, compare scores versus benchmarks, and analyze other various targets and trends as optional add-ons.
    Bar report

    Applications and features