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Daily instance performance

What’s slowing you down might be simple to find. Check three areas to see if your transactions or data pulls are issues.

  • Look for errors in your system diagnostics to troubleshoot.
  • Review your transactions’ total response times.
  • Check for users who are selecting more data than they can use at once.

Review the System Diagnostics home page

The System Diagnostics page tracks some high‑level statistics for each of the nodes (JVMs) in your instance.

When you review this information, don’t worry if the total number of JVM Classes differs between nodes. This metric is showing the number of classes that have been loaded and subsequently unloaded on each JVM. Depending on the activities users performed on each node, you might notice a legitimate disparity in what has been called since that JVM was last started.

Top 10 ESM benefits for business partners
  • Improved efficiency and reduced operational costs
  • Self-service efficiencies and workload reductions
  • Increased control and monitoring
  • Improved effectiveness
  • Improved visibility into operations and performance
  • Better service delivery and employee and customer experience<
  • More effective communication
  • Increased accountability
  • Improved integration capabilities
  • Improved collaboration within and across business units
  •  

Top 10 ESM benefits for business partners
  • Improved efficiency and reduced operational costs
  • Self-service efficiencies and workload reductions
  • Increased control and monitoring
  • Improved effectiveness
  • Improved visibility into operations and performance
  • Better service delivery and employee and customer experience<
  • More effective communication
  • Increased accountability
  • Improved integration capabilities
  • Improved collaboration within and across business units
  •  

Figure 1:  System Diagnostics home page

  1. Go to the System Diagnostics home page.
  2. Review the values on this page. You’ll see values either in real time at the point the page is rendered or as cumulative counts (such as the transactions and error values) since the node was last started (see the JVM UP time).
  3. Track this information in a spreadsheet or a table in your instance. Include the uptime, number of errors since the last restart, the number of transactions performed, and the number of logged‑in users for each node. While the Now Platform® does have built‑in performance graphs that show this information, they’re rendered on a per‑node basis. If you spot an uncharacteristic jump in these numbers, it can be a good indicator there is an underlying performance issue you need to identify and address.

Review the previous day’s slow transactions

By reviewing all users’ transaction information, you can see which transactions are taking more than a specified amount of time. Before

you start, ensure you have the Client Transaction Timings plugin enabled to capture all the data.

In the list of transactions, you can view the total response time along with:

  • A breakdown of the composite parts – This includes the time spent rendering in the browser, time spent on the server processing the transaction, and calculated time spent in the network.
  • The details of which node processed the request
  • The IP address of the host making the request
  • The user making the request
  • When the transaction occurred
  • The session ID – Since this is also captured, it’s possible to review the application logs to dissect every action a user has performed in their session.

Things that should stand out for you include:

  • Whether there is a particular time of day when transactions execute slowly
  • Whether these transactions are all being processed by the same
    node – This suggests one or more transactions or background jobs are consuming large quantities of memory
  • Whether the transaction response times are poor across all nodes – This typically signifies the database was working harder than usual, impacting all transactions.

You might notice that the top 10 slowest queries were all issued by a single user and are incident lists. If that’s the case, you can review the user’s settings or impersonate that user and try to recreate the issue.

For more detailed instructions on how to work with the transaction logs, see our product documentation site.

Experience

Includes both interactions and transactions and could refer to both employee and customer experiences (EX and CX)

Consider your use cases

How much data do your users truly need to review in a single screen?

If you identify that your list transactions are slow, find out how much data your users are requesting. When a user selects Show 100 rows per page on a list, this sets a user preference. From that point forward, every list in the platform will show that user 100 rows. This includes related and embedded lists on forms as well as the list views where the user set the preference.

Digital transformation

“By 2021, only 50% of organizations will have transformed their business processes to be more intelligent and automated by embracing digital technology. There are a number of critical digital technology innovations that your organization should consider as part of any new investments to ensure that you are gaining ground in the seismic shifts in computing. Organizations that don’t do so risk missing out on opportunities and being left behind by competitors.”

Now Platform owner interview guide part 1 (two-way education)
Use this guide when working with your business partners. Let them educate you on what they do. Ask:

  1. Who are your customers? What group or industry do you serve?
  2. What are your business priorities? (Tailor this question to the business challenges listed in Table 1.)
  3. How do you measure and track your success?
  4. How do you access your reports and dashboards on your business productivity?
  5. What is your vision for the future of your business?

Key tips to keep in mind:

  • Avoiding IT-type talk.
  • Speak from their point of view.
  • Use their business terms.
  • Tie your replies to ESM capabilities.
Digital transformation

“By 2021, only 50% of organizations will have transformed their business processes to be more intelligent and automated by embracing digital technology. There are a number of critical digital technology innovations that your organization should consider as part of any new investments to ensure that you are gaining ground in the seismic shifts in computing. Organizations that don’t do so risk missing out on opportunities and being left behind by competitors.”

Now Platform owner interview guide part 1 (two-way education)
Use this guide when working with your business partners. Let them educate you on what they do. Ask:

  1. Who are your customers? What group or industry do you serve?
  2. What are your business priorities? (Tailor this question to the business challenges listed in Table 1.)
  3. How do you measure and track your success?
  4. How do you access your reports and dashboards on your business productivity?
  5. What is your vision for the future of your business?

Key tips to keep in mind:

  • Avoiding IT-type talk.
  • Speak from their point of view.
  • Use their business terms.
  • Tie your replies to ESM capabilities.

Figure 2: User chooses to show 100 rows per page

If you have a sufficient number of users who are requesting high numbers of rows, you could experience a platformwide performance degradation because those rowcounts are making such high demands on the memory required from the JVM to render the lists.

This becomes problematic when a table with many reference fields has to render a list. The platform has to build the relationships for all of the reference fields for all the rows displayed on screen.

For most service environments, agents can’t practically use more than 20‑30 rows at a time. If the page load is fast, you can make a good case for “paging” to the next chunk of results rather than scrolling down.

Consider removing any options for more than 50 rows at a time from the Now Platform. For further details, contact ServiceNow support for assistance.

Tools and resources

Explore additional phases

Plan

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