ServiceNow's Performance Analytics transforms data into actionable insights, offering real-time visibility through intuitive dashboards. This capability empowers organizations to monitor, analyze, and optimize performance, fostering a culture of continuous improvement aligned with strategic goals.?
Performance Analytics module helps you to monitor and track server and digital service performance metrics over the long-term. This monitoring will help you identify trends in service usage to improve your resource-scaling response during peak hours, leading to greater resilience and service availability.
Organization Pain Points:
- High Volume of Common Requests
- Service Outages ( Networks, Server)
- Lack of automation and lack of self-service
- Team response and performance?
- Inability to Monitor Performance
- Troubleshooting Challenges
- Limited Decision-Making Ability
- Inefficient Resource Allocation
- Enable Extensible library of KPIs and dashboards
- Activate Analytics Hub
- Configured Responsive and interactive dashboards
- Enable Embedded and contextual analytics
- Configure dashboards based on persona
- Customer Service Executive,Manager and Agent Dashboards,? Knowledge Management:
- Communities,? Virtual Agent,? Natural Language Performance
- Proactive Customer Service Operations
- Advanced Work Assignment for Tasks and Interactions
- Self-Service Analytics
- Knowledge Demand Insights
- Plan and Prioritize Resources
- Invest in Continual Service Improvement
- Maximize Automation
- Offer Self-Service for Improved User Experiences
- Predict Trends and Identify Potential Problems
KPI’s - PA ITSM: Various Key Performance Indicators (KPIs) to assess the performance and efficiency of its services.
- Quickly Incident Resolution Time: Measures the time taken to resolve reported incidents. This KPI helps assess the efficiency of handling and resolving issues.
- Service Request Fulfillment Time: Tracks the time taken to fulfill service requests, indicating the speed and effectiveness of meeting user needs.
- Incident Reopen Rate: How much % tickets reopen out of total tickets
- Change Success Rate: Measures the percentage of changes implemented without causing incidents or disruptions, reflecting the quality of change management processes.
- SLA Compliance: Tracks adherence to Service Level Agreements (SLAs) regarding response and resolution times, indicating the service provider's reliability.
- User Satisfaction Scores: Surveys or feedback mechanisms to gauge user satisfaction with the services provided by ServiceNow.
- Incident Volume: Tracks the number of incidents reported within a specific period, providing insights into workload and potential issues.
- Service Availability: Measures the percentage of time services are available for users, reflecting system reliability and downtime.
- Cost per Ticket/Request: Calculates the average cost incurred in resolving incidents or fulfilling service requests, aiding in cost-efficiency assessments.
- Incident Management Dashboard: Tracks incident volume, resolution times, and top incident categories. Visualizes trends in incident response and resolution, including average time to resolve incidents.
- Service Request Dashboard: Monitors service request fulfillment times, request types, and backlog. Provides insights into the status of pending service requests and their resolution times.
- Change Management Dashboard: Displays change success rates, change volume, and change implementation times. Tracks the status of changes, highlighting successful implementations and any failed changes.
- SLA Performance Dashboard: Analyzes SLA compliance across various services or departments. Shows trends in meeting SLA targets and areas where improvements might be necessary.
- Customer Satisfaction Dashboard: Measures user satisfaction scores based on feedback and surveys. Provides insights into areas where users might be less satisfied and areas for service improvement.
- Service Availability Dashboard: Monitors system uptime/downtime, availability percentages, and performance. Offers insights into service reliability and potential areas for infrastructure enhancements.
- Cost Analysis Dashboard: Tracks cost per incident or service request, helping to manage expenses related to ITSM. Analyzes the cost-effectiveness of different IT services and identifies opportunities for cost optimization.
Performance Analytics come with below subscription base on modules and applications:
Technology Foundations which includes?
- ITSM Professional - Fulfiller User v3
Operational Modernization:
- Strategic Portfolio Management Professional / Standard?
- Application Portfolio Management - Business Application v2
- Modeling Engine - Module
- Time Card User v2
- Integrated Risk Management Standard/Professional- IRM Operator
- Business Continuity Management Standard/Professional- BCM Operator
Customer & Industry Workflows:
- Operational Technology Service Management Professional
- Customer Service Management Professional/Enterprise?
- Public Sector Digital Services Professional?
- Field Service Management Professional
- HR Service Delivery Professional/Enterprise??
- Legal Service Delivery?
- Health and Safety?
- Workplace Service Delivery - Professional
- Employee Growth and Development?
