Powerful, native analytics

Performance Analytics allows business service owners to easily identify trends and drive continual improvement in organizations through:

•Real-time visibility into results and predictive forecasts for enhanced decision-making

•Thresholds, such as all-time highs, lows, or predefined values that automatically generate alerts

•Text analytics, which goes beyond structured data to extract trends and patterns from freeform data fields

•Workbenches that provide end-to-end transparency across processes and timelines

Analytics for everyone

Performance Analytics empowers front-line employees with real-time trend information to accelerate request fulfillment and increase efficiency in their day-to-day tasks. In-form analytics allows process workers to access context-sensitive trend data instantly and use that knowledge to set customer expectations, or alert peers and management to developing situations that can cause service breaches.

Extensible library of KPIs and dashboards

To facilitate fast time to value, ServiceNow Performance Analytics also delivers over 600 out-of-the-box KPIs for major business processes. Teams can immediately drive improvement by leveraging the out-of-the-box dashboards and KPIs, saving the time and effort usually required to create and maintain an analytics solution.

Analytics Hub

Use machine learning to route issues, recommend solutions, and identify knowledge gaps.

Virtual Agent

Organizational objectives and metrics (KPIs) are automatically tracked in Analytics Hub, an immersive studio for

analyzing, comparing, and predicting progress toward defined targets. Performance Analytics automatically creates an Analytics Hub for each KPI’s performance trend using both current and historical performance data.

Key Analytics Hub capabilities:

•Drill into results with breakdowns that show each dimension of an overall score

•Make annotations on charts to leave visible comments for everyone

•Define targets to visualize progress towards goals and use thresholds to receive proactive score alerts

Analytics Hub can be accessed using mobile devices to check the latest results and analyze their trends anytime, anywhere.

Responsive, interactive dashboards

Dashboards provide a graphical view of performance trends and real-time results, allowing executives and business service owners to make quick, informed decisions at a glance.

Performance Analytics delivers flexible and interactive dashboards for clear performance visualization and easy customization. Navigation is intuitive and familiar, with dashboards accessed from within the ServiceNow interface using drop-down menus and tabs.

From a dashboard, service owners can access Analytics Hub, drill into breakdowns, and directly access the underlying operational records. Interactive analysis and filters guide users towards meaningful patterns and trends. Dashboards can be shared with groups or individuals, ensuring there is a single version of truth driving operational improvement.

Plug-and-play analytics

ServiceNow Performance Analytics is designed as a plug-and-play solution,

with built-in KPIs, dashboards, and analytics that natively integrate with ServiceNow applications.

In-platform analytics also facilitates compatibility with any changes or customizations across the ServiceNow platform, making upgrades a seamless experience while delivering fast time-to- value for users across the enterprise.

Are you ready to harness the full potential of the Now Platform®? Whether you want to optimize your incident, problem, and change activities, improve your human resources onboarding process, track each critical security incident workflow, monitor customer service trends, stabilize CMDB quality, or measure the engagement of your own custom apps, Performance Analytics enables you to capitalize on rich, secure, real-time data to inform decisions and reach organizational goals.

Find out more

Visit: servicenow.com/products/

performance-analytics.html

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How can I use this readiness checklist?

Take a look at this snapshot below, and if you want to read on about resources to implementation success, simply download the attached PDF. Did you know? This article is a part of a series of documents and you can explore more by scrolling to the bottom and clicking back or next.

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