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Product Guide


After you've activated your plugins, you are ready for Step 2. You'll configure your Performance Analytics in two parts. To begin configuration, start by configuring your sources. Then you’re ready to begin collecting data.

What do you get with the Performance Analytics out‑of‑the‑box content?

The plugins you activate install a lot of data structures to gather statistics about your processes and services. Activating your plugins also installs the jobs so you can collect that data quickly. Additionally, the plugins install core visualizations and dashboards that let you see trends immediately.

Here are the specific architectural pieces that you need to be familiar with as you start working with Performance Analytics:

  • Indicators and indicator sources – Each activated plugin installs the necessary data structures to support the daily measurements for your process. For example, the Change Management out‑of‑the‑box content provides data you can use to monitor trend information on strategic key performance indictors (KPIs) like the percentages of changes closed before the planned end date, of new emergency changes, of urgent changes, and more. Each activated plugin installs additional indicators and indicator sources to support that targeted process or service. ServiceNow® provides best practice KPIs for each process, and you can create your own additional indicators and indicator sources for your organization's needs.
  • Breakdowns and breakdown sources – Breakdowns add a dimension of analysis to your indicators. For example, you can look at the Number of Open Changes by Assignment Group. Or you can see the Number of New Changes by Priority. The values for each breakdown, also called "elements," are controlled by the breakdown source, which determines the specific element list for classification. For example, instead of seeing all assignment groups in your instance for the Number of Open Changes, you can limit the element list to just those groups that are part of the change process by configuring the breakdown source.
  • Data collection jobs – The indicators and breakdowns represent the data structures that are available for analysis. However, the process or service performance data presented by the indicators and breakdowns is collected through data collection jobs. These jobs collect the initial historical data and are then scheduled to run on a periodic basis (usually daily).
  • Widgets and dashboards – The indicators and breakdowns are the building blocks for data collection and analysis. With widgets and dashboards, you can present that data to your organization in a meaningful way. The widgets are the visualization blocks or reusable views of the indicators and breakdowns. You can place multiple widgets on a single dashboard for insight across processes and services. For example, you can put widgets containing incident management, change management, and problem management data on a single dashboard to see the data for the IT service management workload across the organization.

Before you begin

Each indicator has its own detailed scorecard with interactive analytics. After you configure your dashboards and widgets, click on the data in a widget to see this detailed scorecard.

Once you have the basic information about your data, configure it.

First, complete Part 1 – Configure your sources.

Next, complete Part 2 – Collect your data.

Tools and resources