What's in this Success Playbook

ServiceNow^® Performance Analytics delivers real-time insight into business performance. It provides visibility into influential factors in each stage of your service to help you meet and exceed your goals. This Success Playbook will help you:

• Identify the metrics that matter for your business objectives
• Show you how to use out-of-the-box (OOTB) ServiceNow capabilites and content to address common measurement and reporting scenarios
• Explain how to use Performance Analytics to improve organizational decision-making

Key takeaways

The most important things to know

• Your indicators, dashboards, and breakdowns don’t need to be perfectly configured before you begin using Performance Analytics. Developing and using an analytics solution is an ongoing and iterative process that you’ll improve over time.
• Find time to regularly review your lagging and leading performance indicators to determine if they’re still the most relevant or important metrics to monitor, based on your ability to make improvements to organizational decision-making.

The payoff of getting this right

With the right analytics strategy and tools in place, you can ensure that teams are focused on the highest-impact work, improving efficiency and staff productivity.

Steps covered

Step 1: Determine what to measure and how

• Identify what you’ll measure—and how—before building dashboard visualizations.  
• Get stakeholders aligned with your goals before proceeding.

Step 2: Understand and activate OOTB

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

Step 3: Collect data and populate scores

• To see your historical and daily process performance, run Performance Analytics data collection jobs. 

Step 4: Explore and visualize

• Use the OOTB content to get a feel for your data and how to customize a dashboard.

Step 5: Use analytics for better service

• Deliver great service using the right visuals and key features of Performance Analytics.