Solutions

  • Products
  • Use Cases
  • Industries

Platform

  • REPORT
  • Gartner: ServiceNow a Leader
  • 2018 Enterprise High-Productivity Application Platform as a Service Magic Quadrant

Customers

  • SUCCESS CENTER
  • Your Strategic Resource
  • Discover best practices for every phase of your ServiceNow journey

Explore

  • WHY SERVICENOW
  • Thanks to you.
  • You're why we're #1 on the Forbes World's Most Innovative Companies list.

Understand and activate OOTB content

Start by using the built‑in best practice dashboards and KPIs.

  • Activate Performance Analytics and ensure your account has the rights to manage its features.
  • Get started with OOTB dashboards for common customer scenarios without customizing or building reports.

If you’ve been holding your excitement back, now is the time to release some of it as you begin to unlock functionality. But don’t start customizing yet! Make sure you understand what’s already available first. And keep in mind that the OOTB content will vary according to your ServiceNow release version and the version of Performance Analytics you purchased. Additionally, every ServiceNow instance comes with complementary Performance Analytics for Incident Management. This is a limited, non‑customizable subset of Performance Analytics features that is entirely devoted to analyzing the incident management process.

Performance Analytics ships with over 500 built‑in KPIs for measuring the ITSM, ITBM, CSM, HR, and security processes to help you get started as quickly as possible. These KPIs are in content packs that create the visualizations on your screen using configuration items. Once the functionality is active, it only takes a few clicks to make your dashboards, indicators, and scorecards accessible to users.

Step 1: Learn more about the Performance Analytics architecture 

The Performance Analytics content packs contain preconfigured objects that allow you to start measuring your process, but it’s important to understand what’s under the hood so you feel comfortable making changes. The diagram below provides a visual of how the different Performance Analytics components interact.

MID Server

Each MID Server is a lightweight Java process that can run on a Linux, Unix, or Windows server. During discovery, the MID Server executes probes and patterns and returns the results back to the instance for processing. It doesn’t retain any information.

 

Figure 2: How ServiceNow Performance Analytics components interact 

MID Server

Each MID Server is a lightweight Java process that can run on a Linux, Unix, or Windows server. During discovery, the MID Server executes probes and patterns and returns the results back to the instance for processing. It doesn’t retain any information.

 

These items are defined below to give you a basic understanding of the role each one plays.

Terms and definitions

  • Indicator – A specific measurement you can count or calculate to assess process performance and forecast business trends. It might be called a key performance indicator (KPI) in other solutions. Each content pack installs the necessary data structures (indicator sources) to support daily measurements for your process, but you can always create additional indicators and indicator sources.
  • Breakdown – Dimensions that show indicator scores across categories or buckets. Typically, you’ll use a breakdown as a drilldown, filter, or slicer of the indicator scores to view results for something like incidents by priority or incidents by assignment group. The groups used for each breakdown are defined by breakdown sources—a set of records or a list within the instance.
  • Scorecard – An exploratory view of an indicator used for more detailed analysis. It lets you see trends, predictions, breakdowns, or associated records for a specific indicator.
  • Data collector – The engine that regularly collects scores and breakdowns from your application tables by taking periodic snapshots. Data collection jobs populate the Indicator Sources and Breakdown Sources tables that you can then use for analysis.
  • Widget – A defined and reusable view of an indicator that determines whether data is presented as a value, chart, or table. You can arrange widgets and place them on top of a dashboard canvas.
  • Dashboard – A collection of widgets arranged in a logical view for the audience. A dashboard might be a combination of indicator values, scorecard visualizations, breakdowns, and filters. Dashboards can include widgets specific to a single process or can span multiple processes to paint a bigger picture about overall performance.

MID Server

Each MID Server is a lightweight Java process that can run on a Linux, Unix, or Windows server. During discovery, the MID Server executes probes and patterns and returns the results back to the instance for processing. It doesn’t retain any information.

 

Step 2: Activate Performance Analytics and out‑of‑the‑box content

The activation process varies slightly based on the release version of your ServiceNow instance and the specific Performance Analytics SKU you purchased. For up‑to‑date activation instructions, login to ServiceNow Community and view the documentation on  Getting Started with Performance Analytics (login required).

No matter which version you have, you or another user must have a user account with the admin role to your ServiceNow instance to complete the next few steps of the activation process.

Step 3: Grant role permissions

After you have activated Performance Analytics and its built‑in content, ensure your administrator has assigned the pa_admin role to a group that includes your user account if your role is limited. The pa_admin role allows you to configure the remaining aspects of Performance Analytics.

Step 4: Confirm your default source fields

Performance Analytics makes some assumptions about the fields it can use to build trend information, namely from the default table fields used by each ServiceNow application. Given that, if you customize the timestamp fields used by a process, you must direct Performance Analytics to the correct fields for analyzing new, open, resolved, and closed records.

To view, create, and modify the indicator source definitions, navigate to Performance Analytics > Sources > Indicator Sources.

MID Server

Each MID Server is a lightweight Java process that can run on a Linux, Unix, or Windows server. During discovery, the MID Server executes probes and patterns and returns the results back to the instance for processing. It doesn’t retain any information.

 

Expert Tip

EXPERT TIP

Though it’s unlikely, if your organization has modified the default fields used for a process, you can find instructions for updating each indicator source and the associated scripts in the 
ServiceNow Community documentation.

As it does with indicator sources, Performance Analytics also makes assumptions about breakdown sources. These result in fairly long lists of breakdowns that may not apply to every process. For example, the breakdown source for groups populates a breakdown for all the active groups in an instance. Try viewing performance only by a subset of the groups that are related to a specific process.

To view, create, and modify the breakdown source definitions, navigate to Performance Analytics > Sources > Breakdown Sources.

MID Server

Each MID Server is a lightweight Java process that can run on a Linux, Unix, or Windows server. During discovery, the MID Server executes probes and patterns and returns the results back to the instance for processing. It doesn’t retain any information.

 

Checkpoint

Before you continue, make sure you:

  • Understand the out‑of‑the‑box content and architecture
  • Activated your Performance Analytics entitlement
  • Activated the associated built‑in content for your Performance Analytics entitlement
  • Have an account with the pa_admin role
  • Adjusted the indicator source and breakdown source definitions, if necessary

Related tools and resources

Explore additional phases

Plan

You want to be sure everything is in place for a smooth, successful deployment.

Deploy

You want to be sure you’re following best practices during implementation.

Optimize

You’re up and running and want to get the most from your investment.

Extend

You’re ready to extend ServiceNow into other areas of your enterprise.

Thank You

Thank you for submitting your request. A ServiceNow representative will be in contact within 48 hours.

form close button

Contact Us

To hear about upcoming events, new products, or services via email/phone, I agree to data processing by ServiceNow or partners. I understand I can withdraw consent any time or manage my preferences via email. Privacy Statement