Platform: Performance Analytics || Knowledge & Troubleshooting Resources
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My library Knowledge Sources To Go is very popular, but it was intended mainly as a thematically grouped guide to standard sources and was provided by me as a PDF file. For certain topics, however, there is so much content that I can no longer include it in that document, as it cannot continue to grow forever.
For this reason, I have decided to handle such topics in individual community articles like this one instead.
What is Performance Analytics?
Performance Analytics is an in-platform process optimization solution to create management dashboards, report on KPIs and metrics, and answer key business questions to help increase quality and reduce the costs of service delivery.
Entry point to the official product information pages
Entry point to the official product documentation
Summarized overview in one PDF file
Product Architecture Blueprint
Build a performance Management approach for ServiceNow
Trainings & Courses
First steps with Performance Analytics
In this course you will learn the basic concepts of Performance Analytics and train them in a real scenario.
Performance Analytics Essentials
Attend Performance Analytics Essentials to learn about Performance Analytics, a performance optimization solution which helps reduce costs, identify bottlenecks, and improve the efficiency of your processes and services.
Performance Analytics Fundamentals 🧪 
In this self-paced technical training, attendees learn to manage and optimize the performance of their business processes and services. The course guides through enabling best practice content, analyzing visualizations to spot early trends, and configuring metric-rich dashboards. This course is a mix of on-demand lecture and self-paced hands-on experiences.
Performance Analytics Advanced 🧪
This on-demand training builds upon the knowledge obtained in the Performance Analytics Fundamentals course. Through a combination of lectures and labs, learners will apply advanced reporting, performance analytics, and application administration skills to take historic trends and measurements to the next level.
Performance Analytics Implementation Simulator 🧪
In this simulator you create and manage indicators with targets for executive dashboards while using time series charts with indicator relationships, breakdown dashboards, and workbenches to deliver service owner dashboard needs. You use text analytics and Spotlight to provide front-line workers with dashboards that connect to the executive-level goals. We help you walk away knowing how to deliver the perfect set of indicators and dashboards to help each persona stay focused on achieving organizational objectives.
KPI Composer accelerates the planning and requirements gathering and bridges the gap between the Performance Analytics functional specifications and the technical implementation stages. KPI Composer enables business analysts and process owners with light knowledge of Performance Analytics to define the technical requirements and design a set of performance measurements and a dashboard prototype.
This training explores the Performance Analytics Formula indicators. The training begins with an introduction to the Formula indicator type, use cases, and benefits. Further, an overview of the indicator configuration and the formula creation techniques is presented. Also discussed is the use of Time Series and Breakdowns to tailor the Formula indicator behavior. The training concludes with an overview of Formula APIs to implement advanced business logic and gain further insight into KPI performance.
Performance Analytics widgets define visualizations for Indicator scores. Multiple widgets are shown on a dashboard to present a historical overview or a summary of a business process. This series of training modules explores the available widget types, the business and data requirements they address, how to configure, and when to use them. Each widget type is covered in a dedicated deep-dive module.
Better Together: Project Portfolio Management and Performance Analytics
In this course we will unleash the power of ServiceNow by demonstrating how our applications can work better together, creating perfect harmony. This course focuses on the benefits of using the Project Portfolio Management application together with Performance Analytics, and includes an overview of the PMO Dashboard. Learn about the value you can achieve from the Project Pipeline, Project Health and Data Quality tabs.
Visualize Hierarchical Data in your Dashboards with Performance Analytics 🧪
Performance Analytics breakdowns deliver the ability to drill into different layers of your score data, but these breakdowns often have hierarchical relationships such as location (city, state, country) or organizational structure (employee, manager, and department). Attend this lab for a deep dive into the best practices for visualizing these hierarchical data structures in your ServiceNow dashboards. You'll learn how to use the breakdown matrix, roll up hierarchical scores with a script, embed the hierarchy structure in your ServiceNow instance, build parent-child relationships between breakdowns, and protect breakdowns with security permissions.
Learn about analytics Hub in the Workspace with Get Started with Performance Analytics KPI Details.
Get Started with Performance Analytics KPI Signals
Learn about process control in the Workspace with Get Started with Performance Analytics KPI Signals.
Get Started with Platform Analytics in the Workspace
In this training you get introduced to the Platform Analytics Workspace - a one-stop-shop for building visualizations and KPIs for Workspace users. You learn about the components of the workspace and focus on building quick and powerful visualizations using the In-Line Dashboard Editor.
Articles & Blog Posts
Blog posts on Process Automation Designer written by the ServiceNow advocates.
Leveraging Time Series in Performance Analytics
There may come the need for a Performance Analytics Administrator to clear or purge the data from certain tables in the Performance Analytics system. This article will describe and detail some of the methods that can be used to clear such data. Caution should be exercised, of course, as these deletions are irreversible operations.
Measuring Incident Reassignments to the Service Desk (or any other group) in Performance Analytics
Our Service Desk is the frontline of our IT support operation. Customers contact them, they solve the Incidents they can at the point of contact, and they route the rest to other internal teams. Sometimes, though, those internal teams reassign their own Incidents to the Service Desk, which subverts the intended flow and places an undue burden on the Service Desk (who already experience by far the highest volume of Incidents in the organization). To help tackle this problem, we wanted to be able to:
- See which internal teams were reassigning their Incidents to the Service Desk
- Rank those teams by the volume of their reassignments
- Drill-Down to examine individual Incidents in order to better understand why they were reassigned
Clearing Performance Analytics Score data
There may come the need for a Performance Analytics Administrator to clear or purge the data from certain tables in the Performance Analytics system. This article will describe and detail some of the methods that can be used to clear such data. Caution should be exercised, of course, as these deletions are irreversible operations.
Performance Analytics and Table Rotation
Table Rotation can sometimes have unexpected results in conjunction with Performance Analytics. This article will describe the cause of some of these discrepancies.
Configuring the Performance Analytics Table Cleaner
This article will describe the steps that can be used to modify some configuration of the objects and processes that control the cleaning of these Performance Analytics score records.
Videos & Podcasts
Series of videos about all aspects of Platform Analytics.
2020-02-05 by GlideFast Consulting
Performance Analytics (PA) in ServiceNow
David Tapia of GlideFast Consulting explains Performance Analytics (PA) in ServiceNow in this Share the Wealth session.
2021-04-19 by ServiceNow Support
Build a performance management approach for ServiceNow
This video provides an overview of performance management and outlines the steps for defining and communicating KPIs
2022-03-18 by ServiceNow Community
How to activate and configure ServiceNow Performance Analytics
Customers that have ServiceNow Performance Analytics have a leg up on everyone else. Connect with experts who explain what this integrated process optimization tool can do for your business - and how you can get up and running fast.
2022-04-15 by ServiceNow Community
Get started using Performance Analytics - how to use the out of the box dashboards
You’ve activated the ServiceNow Performance Analytics plugin! Now, learn how you can tap into hundreds of predefined KPIs and out-of-the-box dashboards to get the quick insights you need for smarter, more efficient IT service delivery.
2023-03-09 by ServiceNow Community
What's New in Utah for Platform Analytics
In this Platform Analytics Academy session we discussed and demoed new Platform Analytics features in the Utah release. This session had some really great content and very engaging Q&A.
2023-03-24 by ServiceNow Community
Utah Next Experience Analytics - Ask the Experts
In this Platform Analytics Academy session we held a "Ask the Experts" session for Utah - Next Experience Analytics. Take a look at the video below to gain better insights in Next Experience Analytics.
2023-08-24 by ServiceNow Community
What's New in Vancouver Platform Analytics
In this Platform Analytics Academy session, we discussed and demoed What's New in Vancouver as it relates to Platform Analytics. This is an opportunity for you as the customer to see what is Vancouver to be prepared for Platform Analytics in our Vancouver release. If you are interested in the Platform Analytics for the Vancouver release, then you will want to check out this session.
2023-09-07 by ServiceNow Community
Platform Analytics to the Next Level
In our Platform Analytics Academy session, we offered a sneak peek into the future of Platform Analytics. Soon, we'll launch the Next Analytics Experience, a unified platform that combines all the valuable features you've seen separately, along with exciting new additions in the upcoming W&X release. Many of you joined those sessions to discover what was coming, the benefits it brought, training opportunities, and how to prepare for the journey ahead. We hope you didn't miss out and were part of this exciting journey with us! Check out the recording to hear about it all.
2023-11-02 by ServiceNow Community
Move Analytics Content from CoreUI to Next Experience
In this Platform Analytics Academy session, we explored the advantages of transitioning from CoreUI Analytics to a single unified Analytics Experience. We dove into enhanced features, streamlined processes, and improved data visualization. Embrace this evolution for better decision-making and deeper insights.
2024-02-22 by ServiceNow Community
What's New in Washington "Platform Analytics"
This session offered a comprehensive overview, including live demos, to showcase the new features and improvements that came with the Washington release. It was a great opportunity to gain insights and prepare yourself for the next advancements in your ServiceNow experience.
Troubleshooting
Known Error Portal
Pre-configured filter for the respective topic. Remove the query string or modify the filters on the left side if you want to narrow down the search results in a different way.
Selected Articles
No data shown for a particular indicator in Performance Analytics (KB0547461)
No data shown for a particular breakdown in Performance Analytics (KB0547462)
Properties limiting the number of Indicator records and Breakdown elements appearing on a Scoresheet (KB0676295)
Data Collection Job log Warning > Snapshot within this range is older than the maximum age, based on... (KB0676295)
Performance Analytics job is running very slow and it is taking very long time to execute (KB0779045)
Unable to create new indicator records with licensed Performance Analytics (KB0792422)
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