[Music] so hi i'm dan kane i'm an outbound product manager with the platform foundations team and uh we're gonna and talk about the question today what is the purpose of performance analytics very important question it's a fundamental question of what we're doing so we talk about a purpose of performance analytics we're really talking about is vision or surfacing what others may never have seen or thought to ask for that's what we see the cna what is invisible to others but more importantly most importantly it's a shared vision and when we talk about shared we really mean we're talking about process improvements things we can do to improve processes within the platform it's it's a platform tool and we're here to we're here to work towards process optimization so i want to go through an example of what this means to me and we say that performance analytics is a performance management solution but it is not a bi tool what that means so it's so we have within the platform we have all these tools built in you have your sla engine you have targets and thresholds you have natural language capabilities you have forecasting your historical trending we can do all this right in the platform so when we so what performance analytics designed to do is to help us focus on specific process improvements inside the context of the platform's workflows or processes so an example i have is say as an organization we have an an objective to improve our net promoter score one of the inputs into an improved nps is the first contact resolution rate or fcr how do we improve fcr through performance you can't just tell your your uh first level text get better at get better at answering more that's you know that so i could put that measure on a dashboard but it would wouldn't would tell them only what the the the outcome of their process are they getting are they getting better are they not getting better what i want is to surface something on a dashboard that helps them understand how they can get better how they can improve that so one factor of first contact resolution is the application of knowledge articles during the case triage we want to see all of our triage resources improving at utilizing knowledge then so uh as a customer say i'm a customer service dashboard owner my job is to put together the dashboard for customer service i provide a dashboard where knowledge usage rate is captured and the rate can be broken down into assignment groups assignees case types managers whatever but it's so i can get to that number and that number is the core number the rate so we have those breakdowns the first contact text now have a way to measure and demonstrate improvement against the overall net promoter score objective so it's alignment on a top level objective that we're all that right surfacing metrics that are important to help the individual resources in the process get better at pieces of the process it's a so it's a preset target so yeah so most important and then i talked about this already but i can do all of this in the context of the platform so when we say we're in platform analytics we're talking about the cons the concept that we are real time with performance analytics and reporting it data stays in the platform it's native it's out of the box content tuned for service now workflow best practices this is not taking this is not look you know taking all of my data out to an external tool and trying to figure out what it is i need to measure we have all the data we have slas we have metrics that we can set up specific measures we want to capture all of that is in the is tuned specifically for the servicenow platform and uh and also very importantly it's more secure so it's protected in that the data in the platform is already automatically applying all of the acls and various access rules that we have set up uh within the platform so if i can report on high-level metrics aggregate mecha for a specific process but i might not have the rights to be able to see the individual cases you know on a case-by-case basis that's fine i could see the overall score but the acls within the platform already set up prohibit me from seeing the cases i'm not supposed to see so it's just a quick look at the kind of that what the purpose of performance analytics is and we hope this helps answer at least somewhat answer that question what is the purpose of performance analytics