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Measuring success: KPIs and tips

An important part of your project’s success is understanding how to measure success, then documenting the measurement and creating a success stor yto share with the rest of the enterprise.

First things first

Once you know the key success metrics you want to measure, make sure they’re something you can measure before going live on ServiceNow® so you have a basis for comparison. Sometimes this takes creativity—like using a stopwatch to see how long a manual process takes today—but being able to show the average improvement will go a long way in communicating your successes.

The big picture

When planning how to measure success, always consider how you’re impacting the bottom line (costs) and how you’re also improving user experience. For example, see below for some metrics you may find useful.

Improved user experience:

  • Captured via survey, such as a CSAT/NPS score (for example, “improved X% since starting ServiceNow”) 

Lower costs:

  • Reduction in person hours to complete a task
  • Reduction in costly mistakes (like service interruptions)
  • Consolidation of solutions

KPIs: Success is in the details

KPIs can supply the detail that explains why users are having a better experience or why costs have dropped in providing the current service. The KPI Library  gives you a thorough understanding of KPIs and how they're used. In addition, below is a list of common KPIs related to ITSM.


  • Mean time to resolve
  • Average time open
  • Number of times resolved first assignment
  • Number of times transferred
  • Incidents opened per channel


  • Duration of time from plan to implement
  • Number of changes backed out
  • Number of changes to remediate incident
  • Number of changes that cause incident
  • Average task duration per change


  • % of CI accuracy
  • Total number of CI compliant
  • Staleness of CI
  • Number of CIs missing relationships


  • Total number of assets
  • Number of assets without ownership
  • Total cost of asset per lifecycle

Download the PowerPoint file to learn more about how to document your success metrics.

Download Measuring Success steps


To comment on this document, request updates, or communicate directly with ServiceNow Champion Enablement, powered by Customer Success, please see the Measuring Success: Get common KPIs and tips conversation.


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