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Continually improve your instance

Find out if low‑response, form load, form submit, and module response times are keeping your instance down.

  • Find and fix issues with your end‑to‑end response time.


A set of organizational capabilities using best practices that facilitate the realization of an objective or purpose

All of the activities mentioned in this best practice so far definitely contribute to continual improvement. But you should complete the tasks in this stage if you’re experiencing:

  • Poor list response times
  • Poor form load and submit response times
  • Poor module response times

Figure 11: A new incident record with the end‑to‑end response time bar (bottom right corner)

  1. Navigate to your used forms and select Incident.
  2. Select Create New.
  3. When the form opens, At the bottom right you will see the details of the end‑to‑end response time displayed by a colorful bar (see Figure 11), including:

    Response time (ms) –
    The total time between clicking Create New and seeing the form load
    Network – The total time spent over the wire
    Server – The total time spent processing the request on the server
    Browser – The total time spent rendering the form, including running the client‑side script
  4. Click any of the elements of the end‑to‑end response time to see its details. (See Figure 12.)
  5. In the pop‑up box, review how much time each section, script, field, etc., took to load. This information helps you identify any potential bad scripts or bottlenecks in your load times so you can address them.

Figure 12: An incident record showing end‑to‑end response time details

When you have slow form load times, the most common causes are:

  • Related/embedded lists – To fix this, either look for a bad query or filter or the number of rows you’re requesting.
  • A high number of AJAX calls – You may want to consolidate these into fewer round trips.
  • An inefficient client‑side script – Avoid synchronous AJAX calls or DOM manipulation.

Find out which of these tasks—daily, weekly, monthly, quarterly, or continual—your instance requires. These simple steps will help you monitor and manage your performance, so you truly get the most you can from your ServiceNow instance. You’ll increase its upgradability, scalability, and performance—and you’ll reduce errors that can lead to unexpected results and data integrity issues.

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