[Music] thank you uh good morning good afternoon good evening thank you for coming to platforms analytics Academy I think we still have some people that are trickling in but we'll go ahead and get uh through some logistical information anyway and then we'll get directly into the content that we have today so again thank you for uh being able to make it today this so as usual these are always for you we try as hard as we can to bring fresh ideas and better understanding to things and also practical guidance so please um get as much out of this as you possibly can and uh which leads to one of the other ones ask questions please ask questions around the content that we're covering and of course you can ask questions about any other thing I do have other panelists that are on the call that can answer questions uh if they can type those out they will um if we need to go live and answer those we can do that as well uh and this also is being recorded So this session will be out in the community uh later on today or early tomorrow morning or and also out on our YouTube channel so if you didn't um uh if you weren't able to track with all the questions that were coming in just know that you can watch the recording and then of course also uh sit back and watch uh obviously you can take notes but again it's being recorded so you can always look at it uh later on if you need to uh Safe Harbor notice I don't know that we have anything in this but we always like to make sure that we talk about this just in case there are anything there is anything that is discussed whether it be part of the presentation or around conversations that we're having with other panelists or even other customers so uh just keep this in mind and make sure that you know no buying uh decisions are made off of any of the content that we're covered that we're covering here today um with that again my name is Thomas Davis I am the host and the presenter today and I have um my co-workers Tara and Dan that are here today along with also uh Adam who is our boss and izoc will be here at some point as well he is a um one of our gurus around metrics we have quite a few of those but he is also great guy to answer some questions around that so with that in mind what we want to talk about today is um metrics uh inside of indicators and then using those same indicators inside of the platform analytics workspace um very similar to a uh an academy that we did a couple years ago that was kind of talking about the same thing but we didn't plan full analytics workspace was not around then or not out being used exclusively the way that it is now um so we wanted to make sure that we wanted to revisit this and show you the same capability um inside of platform analytics workspace so with that um what is a metric so let's talk about that before we actually get into you know the nuts and bolts of actually doing some creation or whatnot so metrics are used uh to create events or store events around uh things that are happening within a an array within a record excuse me so quite often um incident is probably one of the higher used ones so you know you want to see where uh an assignment group changed from one um assignment group to another and maybe the duration between between that or uh maybe you want to see when a state changes and what was the duration between that or priority you know how much time was in between those changes or if it was assigned to a particular uh technician and then it got assigned to another technician what was the time frame in that or is there an incident that was sitting around and maybe wasn't assigned to someone or even an assignment group for a particular amount of time you know how can I see that how can I do that so then you can you know obviously make some some perhaps some management rules around the way that things are happening there but also just to get an idea if they're perhaps his bottlenecks around certain certain things that are happening or whatnot so metrics gives you the ability to look at that information and again see some duration it's not always just duration you can see other things but I know duration is probably the one that is used the moats the most the amount of time between one thing happening and another thing happening within an incident or change request or task or request or anything like that you can definitely use the metrics um around that information so knowing what a metric is will obviously help you make decisions on what exactly you want to use metrics for there's two main things that you have to think about when you think about a metric so the definition so what are you trying to measure what are you trying to get out of that you know and you need to create a definition around that and that that of course requires a metric admin role to do that but then you have the metric instance and what these are these are the records that are generated from the definition when the definition is being used so it at each instance of that record will create or each record of whatever you're you're Gathering um is an instance and those are kept inside of that particular table that you can use to report out on that so you need to be able to create the metric you need to know what it is and that's your definition and then any results that come from that definition will be your metric instance so um metric uh that comes out of the box but if it doesn't there is obvi if it's not or it hasn't happened within your instance there is a plug-in that you can find and you can install that other plugins that you know may not come out of the box may also have the metric definition that get installed with those um you can add a package to your list to view and see what the plugin what plug-in the measure definition comes from so again it's generally out of the box but if if you don't see it there this is how you would actually um make sure that you can start using the metric plugin so definition right so so quite often and not just with uh metrics but with many things that are inside of our platform we try to go ahead and create some things that are out of the box for you and there are quite a few out of the box metrics that uh or metric definitions that are already there that you can use um inside of reporting you can use inside of uh indicators or whatnot using or inside of indicator sources there are quite a few that are already out there so when we and you hear this quite often in in these calls and I'm Pro and I'm probably sure other calls as well use what's already there rather than sort of recreating the wheel do we have an out of the box that's going to take care of every use case that's out there probably not and there probably are some use cases out there but I would always recommend that you look first go and find where the you know metric definitions are and look and see if one of those will supply you with what you need in order to uh fulfill whatever you're looking to do so um again check and see what's out there before you actually you know go to uh creating that that information and then from that so metric instance records get created like I said before when you know um a definition is actually being used and there's a couple ways that you can actually do it so if the the metric is a duration then the system will automatically populate that metric instance table and with those duration values so the time length or whatnot if the metric is calculated from a script and there are uh scripts that are used in metrics quite often and we're going to show a couple of those today then um it's calculated from that script and the script itself must uh populate the metric instance table so it'll actually give the results based off of what that script is doing um when you look for those particular instances so now how do you get a metric to work uh per se so there's a database view that has to be uh created in order to use um a metric and most of those are not most of those but a good portion of those have already been created for you um as well so again now this does require you to be an admin so if you don't have an admin role and you need to see whether or not there's a database view out there that's connected to the uh particular metric or whatnot that you want let's say is there an incident metric that's already out there most cases it's probably there but if you don't know then obviously you would have to reach out to an admin unless you yourself are an admin then you can look for those but again create a database view that's going to pull the metric definition definition in as as well as the metric instance and then of course whatever table that you're actually going to pull that data from and you can see that here in this example so the incident metric it's going to take the metric definition and then it's going to connect that to to the instance and then that instance connects to the incident and that's where you're actually able to get your results so the metric incident metric database view that you're looking at here is what you would actually connect to inside of reporting or inside of an indicator Source or whatnot to actually pull that particular data back that you're looking for now again if you have to use a script then it could get a little bit more advanced and there's other things that you have to do which we'll show here in a minute but again a database view is needed to actually pull that data together and like I said check and see because there's a lot that are already there and there may even be some that were created by your your organization that you're just not aware of that you can connect to as well and again that does require an admin role so just be aware of that um and just real quick I'll check out the panel anything that we need to touch on real quick looks empty for Q a are we good all good all right silence is good okay one of the other things that I always like to talk about to make sure that you know you're aware and um ask yourself whether or not you should be using slas maybe in rep in instead of using a metric do slas always fulfill what you need uh rather than a metric not all the time but I think it's definitely something that you should think about and you should look at and see what slas are actually out there because slas as well are going to look at the duration of something to see whether or not it falls within the particular SLA and there's also Olas that are out there as well but you know be aware that service level Agreements slas are out there and go and look at those and those themselves may be able to give you the information that you're looking for but even from a governance perspective is your organization using slas in order to make sure that whatever the expected result um is it happening can you get that and find that information out from slas so hopefully you're using those if you're not definitely look into those and we have some um Academy sessions where we actually look at slas and there's plenty of content in the on the talks that talk about that um as well but that may be something that you want to always think about um whether it has anything to do with metrics or not or if you're just thinking in general is there something that we can use that will make sure that we're providing the expectation for our customers when it comes to something whether it be an incident or change requests or whatever it happens to be make sure that you just look at service level agreements um as well I think they're they're important to always remember in the grand scheme of things as well so um a question did come in uh can we get the response time and resolution time that assigned to a past assignment group on a ticket in a metric SLA so that's talking about a metric SLA I'm not even sure what that is so it's like well we're talking about slas and assignment groups when I hear those two words together I want to look at SLA breakdowns which is a very very very specific use case it works on assignment groups and assigned to I believe but if you are if what you're dealing with is assignment or slas type stuff use slas if what you're doing and if you want to know assignment group and assign to and all that stuff you want to use SLA breakdowns um which is a plug-in you have to activate um metrics are for the other stuff like like a best example is a state a priority change I want to be able to look at every time my priorities escalate de-escalate just the changes from those things that's not it's just not bound to an SLA it's not about a service level right metrics are fine and they're good useful awesome but if you start talking about assignment groups you're going to be trending to slas because once you um are talking about assignment groups and things like that you really want to handle business calendars that's one of the big that I don't know if I'm going to steal the Thunder but one of the big differences between slas and metrics is slas or or Olas have the SLE engine which has pauses resets business calendars metrics don't have those metrics are wall clock yeah I was going to say that's one of the bigger distinctions that I often make with that is if you need a duration based upon a business calendar of any kind of the duration of any kind slas are often the way to go not always not every time but that's the thing I'll usually look at first whenever you need something that is based upon some sort of non-24x7 calendar yeah great great input and I think to make sure that everybody understands the the idea behind bringing up service slas in the context of this call is it always comes down to the use case and I think um you know Adam and Dan both mention mentioned things that maybe would drive you to think about uh an SLA they're they're not going to replace things that are happening in uh metrics all the time but again I think like Adam said if you're if you're looking at the assignment groups or whatnot whatever you need to do um just check these out right this is just the the idea of getting you to think that there's there's other things as well that you could potentially use but again I think it just comes down to the the individual use case on that so are we good to keep going yeah just a real quick question I'm gonna do some did have we done an academy session on just SLA before um I think we I think we do I think it was a couple years ago I believe it was um I have to look but I know that we've done something and it's probably one of those ones that could be uh Revisited but I'll make sure that I attach it to this um Community event because I believe that there was one that we did okay I'm gonna take a look I just wanted to check for this one question so we definitely did on the on the SLA one I will say we covered it from a technical perspective when you look at slas it there's a lot more to it uh we're analytics people we're all here we can we can speak freely right um you know I just need to be able to report on it but slas and when should I res when when is a valid time to pause when what is a valid reset um those are business decisions that are that I I don't think we cover as much as about what is a good SLA and and how aggressive should I be with that and what should my SLA attainment be there are sessions on that there's other academies on that that's something I know its7 deals with a lot um and there's other content on that so make sure you're thinking about that from the process definition and then from our perspective and I know where the academy we had on that is I just need to report on it I just need to know the answer and understand how to do it and guide somebody the right thing but make sure you don't underestimate the business impact of setting an SLA um and I do hear people talk about we're not ready for slas well you got to start sometime right but again there's some other sessions some other topics about that um see if there's one for knowledge about it but the the methodology and the thought process behind what makes a good SLA and Mike uh I think Dan talked about it as well about the business calendars should I be counting weekends should I not be counting weekends all that stuff you got to deal with all that the SLA engine is awesome but it is it's awesome it's feature Rich but that means it can be a little bit complex so make sure you when you are setting slas you are thinking about those things and that's may not be your depending on on your role in your organization may not be for the analytics team to set but the process owner needs to be very involved with that and then we'll report on it and uh the comments I do I read SLA scare people at my org um we need to I'm gonna date myself um you know what's how I stop fearing the slas I learned to love the SLA I got that quote um but that we do the SLA stuff is so powerful from our perspective as as data people you know to get metrics to do business calendars you can do it man it's painful um to do resets like I I see it when you're dealing with people and we're dealing with blame like we're upfront about it right I wanna who who caused the problem right who wasn't servicing that's an SLA that's an Ola use the SLA engine is awesome it's amazingly powerful if your organization's not using that you're not getting everything out of service now you can it is phenomenal you cannot recreate slas in Excel in SQL and if you can you don't want to it's just such a powerful engine um metric so we're going to talk about more about now they're also very useful for what we want they're a tool in our toolbox that we use that I just need to measure this but make sure you're listening to what you're being asked for to decide hey what you're actually asking for is an SLA go get some training on slas let's configure slas let's not be afraid of it and when it's things like I just need to track um there was use case that came in how long does it how long after an outage does the incident get created yeah maybe that's something a metric is right it's a pure wall clock um when somebody if I hear business calendar I'm going to gravitate to SLA it's not always the case but I'm going to gravitate to slas and if I get away with it and wall clock metrics are simple easy effective um but when you need an SLA you need an SLA okay thank you Adam I appreciate it thank you everyone all right so uh quickly let's kind of just look at some uh some demos so here we're going to look at the average duration of assignments and then also the average uh average unassigned duration so um real quickly this is kind of um the roles that would be required to create this from the beginning to the end here's some servicenow docs that also can help you with that and our use case is to gain better insight and easily identify if there are bottlenecks in the incident process with a specific assignment group so that's what we're going to try to find out uh inside of this particular demo so I'm going to show you some screenshots and then we're actually going to take that information and we're going to put it into platform analytics workspace and actually look at that so the first thing and and the directions are here and you can go back to these and the end result of what you're looking at here in the screenshot is actually what was uh created so the indicator that uh we created in this is about assignments related to incidents resolved uh yesterday that means the indicator source is on the metric database View and that includes assignments with an end date further in the past than um yesterday so in general an incident record is resolved by changing uh the state to resolved and then the business rule sets the resolve date when the state changes on the incident record the related metric instance record for the incident State duration is updated with an end date and a duration and a new that's when the new metric instance record is actually created uh for the state of resolved um but the related open metric instance record for the assignment group remains um open thus for the indicator score the duration for the last assignment group should only be calculated up to the resolved date of the incident so um in this we actually created the indicator source that is pointing to the incident metric table and you can see that uh here and then we have some conditions that we put in there so resolved on today uh definition is the assignment group we want to look at the assignment group and then the start is more than zero hours before the resolve time so we want to see you know if we can pull back any information on that and of course the view table that we're looking at is the metric instance and the default view so if you do all of these things instead of correctly this is what your end result would actually um look like and that that's the indicator source that starts this whole uh process for us so again we talked about this earlier so there is some scripting that is required in order to make this particular loose use case work and here I've created and these are the directions here I've created the actual script that we're going to use um inside of our automated indicator here in a second and this kind of tells you what's going on here so I created it and I popped that script in and what what exactly is this script doing is the question so this script calculates um the duration in hours between two different dates so the X date is the start right of uh the metric in the metric instance record and then it uses the that's the X date and then the Y date is the Y date I'm sorry is the end date so that actually is going to take or if the end date and resolve date from instant do not exist then the collection date score is used or if the end date does not exist but resolve day does a resolve data is used or if the end date is result is greater than the result date then resolved that was a lot of information there but this is kind of telling you what's going on um in this script and this script is tried and true I think um people like actually everybody's on this call would say that they've seen the script for for many many years and um it works and this script is uh generic enough that you could actually change this and use it for open process records if you choose to um as well but this is what's going to happen sort of behind the scenes as attached to the automated indicator that we're going to create that will actually give us that information that that we need so here is the automated indicator what it would look like once we created and you can see that we've named it and then um indicator source which we created a couple steps ago and then there's that particular script so when you actually click on that and find out you can find that that script that you created the aggregate is average because we're looking at the average and we want to make sure that we collect the record so we can see those as well and then um you can publish it on the analytics Hub you can see this in the analytics Club but we're also going to show you uh pretty much everything that you can see in analytics Club you can Club Hub you can also see in uh the platform analyst workspace which we'll show here in a second live live but that's how your automated indicator uh would look for this particular process so now we also need a breakdown mapping so we're going to create a breakdown mapping on the existing assignment group breakdown to the incident metric view so we want to make sure that we create that connection that mapping between those so we can use that breakdown when we actually look at our results so make sure that um you know you always you know put that mapping in there so you'll know there could be more that this particular breakdown has more but um we added in our incident metric which you can see here we added that in there and of course we added in our indicator that's actually going to be using uh the breakdown as well so this is this may be Elementary to a lot of people on this call uh if you've done this once then you once or twice then you pretty much know how to do it but just make sure that you understand that you can't leave that uh step out uh and of course you have to add it to a data collection job so here we've done that we've added it to our we have an incident uh metric historical data collection that goes back three months so we're going to add that particular indicator to that and then we're going to run that job and here you can see that it ran with no issues make sure just caveat make sure that you always check your job logs to see if there's any warnings or errors to make sure that if something did happen you can figure out actually what it was um to one make sure that your data comes back the way that you expect it to um I know that this this happens a lot a lot of people just run the job and take off especially this is an on-demand one if it's something that's ran on a daily uh then you've I guess you kind of get just used to it that it's running you should definitely check those as well but if there's something that you're running on demand stick around long enough for the job to finish and look at that job log to make sure that it collected select successfully and you have the little green dot there that says it's good so with that let's actually look at adding that to our platform analytics workspace so let me go over here refresh here so if you're familiar with this then uh glad to hear that if you've not done anything inside of the platform analyst workspace yet we do also have Academy a session that we can walk you through that whole process as well and I'll make sure that I attach it but so if you haven't seen it then here's going to be a good opportunity for you to do that so what I want to do this is a landing page for it but what I want to do is I want to create a dashboard we have some that are already there but I'm going to create a new one and we're just going to call it Academy um metric test and we're going to use the inline editor because there's not anything Advanced that we're going to be doing here and I would recommend as much as you possibly can to use the inline rather than the technical maybe use cases where you need the technical uh gives you a lot more advanced features or whatnot but for what we're doing here uh we're only going to need the inline so we're going to go ahead and create that dashboard and this is our dashboard here and next what we want to do is we just want to create an element and we want to add a data visualization so this is would be the same way as adding any any type of widget that you have done uh in the past and we're gonna just gonna we're just gonna make a single score that's going to work and we're going to look for our data source now our data source is going to be that automated uh indicator that we created so average if I can spell average duration and actually I think it's going to pop oh I can't type there we go all right I'm hitting the space bar I know I am there we go that's so weird there we go let me click on it before he does something there we go all right so we're going to add that in and we can already see that there's some information here or whatnot telling you every all the properties there you can see that that that assignment uh breakdown mapping that we did is now there we can actually do that so we're going to go ahead and add this source and now we can actually see some data so you know again depending on how how good your data is um for this I'm going to change our date range and I'm going to apply a date range and I just want to look at the last month so I'm going to click on that and now I'm only seeing the last month's data one other thing I want to make sure that I want to do because I want to drill down into it is expand data update and I want to make sure that I enable um drill down now there's many other features here that you can use and change things that's not really what this call is about but again if you um if you're familiar with all of these things we have a couple really great sessions that can walk you through uh all of the different things that you can do inside of the dashboard here so we're going to go ahead and save that and then we're going to exit and now we can see that that's the information that we created so the average duration of assignments of res resolved uh incident so what's the average time that something has been assigned to a group um that has been actually resolved and we can click into that same information and this is where uh some of the same things that you're used to seeing inside of the analytics Hub you can do that same information see that same information here so here we can see uh this is actually showing the last three months but you can see all of that different information and then there are those actual records that you can see directly there uh and then there's the other things that you can show here so if you wanted to actually see um let's do chart options and I want to show statistics so these are some same information that you're used to seeing on the analytics Hub that you can see directly here as well and again if I wanted to filter that and I want to look per assignment group here it's going to actually show me all of those particular assignment groups that at least have an incident that fall inside of this and I can click on any one of those and apply that filter and now I'm just looking at where the assignment group is um database or whatnot and seeing how that information sort of flows through or whatnot so again taking the same information and showing it in platform analytics workspace that you could do also in the previous dashboards as well as the analytics Hub is it a replacement to that no not not saying that you can obviously still use whatever you're comfortable with using but if this is something that you're using then you can definitely um use that as well so let me pause there do we have anything that we need to touch on there are a couple questions that came in that aren't really related to metrics though I don't know if you want to hold off and do that um if they're not directly related metrics then I think that we could probably get to those at the end if possible just so we don't change any anybody's mindset at this point okay okay good all right so again I've taken that information and I can now see that inside of uh the dashboard so there and again you can uh change this to if there's a different way that you actually want to look at it rather than being a single score you can you can choose a different way of looking at it so maybe hang on Thomas sure uh Stephen corrected me um I guess you touched on thresholds um can you over overview thresholds a bit more Dynamic versus static versus deviation from normal type stuff and that's directly related to what you were just covering I apologize Steven I read that and I thought oh he's talking about I was thinking par thresholds and I wasn't thinking about what Thomas had just said so my apologies okay so um let me can you overview thresholds a bit more Dynamic versus static versus deviation from normal type stuff um trying to you might need to bring Steven off here to actually give me the use case that he's talking about because I just don't know how far of sort of uh we could go when we start talking about that particular content because that could be probably pretty in depth unless somebody else on the call has a quick answer to that and I don't know that there's a quick answer to that and muted him in the interest of time let's let's go ahead and set this aside you know metrics and thresholding uh our thresholding on metrics whether it's a static metric you know you go above this threshold for this period of time then it becomes a deviation from normal or a threshold over time and those kind of things could be an enormously useful in in monitoring situations but it's probably beyond the scope of this call so let's let's set those aside great item I'm sorry I was going to say so a lot of what comes in there with the with the thresholds would they're not handled in a metrics system because metrics is just tracking the changes they come through but we would layer that that type of use case we'd be looking at for thresholds and targets but really a lot of what you're describing it I think of kpi signals where once we Define kpis on things signals are are going to alert me to there's an issue right uh with very diff various different machine learning algorithms yeah ultimately it's great to have metrics but if I have as a human have to observe the metrics uh on a continuous basis they're less valuable to me than if I could get some sort of thresholding that's what kpi signals does okay that's great specifically so the way I I believe we had a session on those before I'll put a link in but what you're describing is exactly it right I don't want to look at it just tell me when I tell me what I need to do tell me when there's an issue that's uh but our kpi signals are based off of performance analytics and kpis um not the metrics here which are more Oddity but if you as we talked as we saw before if I take metrics I layer on PA then I can use kpi signals to get that automatic signaling you know fantastic that's that's what I would want because just for all metrics after a time they become uh they become stale and no one pays attention to them if I don't have meaningful thresholding on them uh vis-a-vis kpis as you just said so let's set that aside I didn't mean to take us off track I thought it was a relevant topic here so let's let's see so that's okay Stephen I mean I think it ask ask all the questions right so we can at least point you in the right direction if it's not related and I think like Adam said he's he's probably looking for the KPS signals Academy session that we did and he can put that in the link here and that should help you um or at least they already did it there you go um is that the academy Adam no that's a doc um there's the academy there it is so he put that into the chat for you Stephen so that that should definitely help you okay so moving on so we we've added our our metric to a uh we're using our metric inside of an indicator Source we've created uh the script that we need that that provides us with those durations that we're looking for we attach that to the automated indicator we also did a breakdown mapping that uh gives us the ability to look at this information by an assignment group and of course we ran our data collection job that gives us compiles that information together and then we added it to a dashboard inside of platform analytics workspace gives it the ability to drill down so we can see it at the record level and of course a date range you can do all those things and like I said there's there's a lot more options that you can do with the actual visuals data visualization itself inside of platform analytics and but we we just uh touched it lightly uh but again there's sessions that can go a deeper dive uh with that so what I want to do is let's talk about another use case that we're going to show as well and um you know wanting to be able to collect scores about the average unassigned duration so what does that mean so if an incident let's say the total time frame that an incident is open is 24 hours right one day how many of those hours did it actually not have or was it not assigned to a group what's that amount of time and and then let me see the percentage of that right so let's say if if I had an incident that was open for 24 hours but yet it sat for 12 hours with nothing knowing it not a sign so that way it would say so 50 of the time that that incident was open it sat unassigned so that's really great information that you can look at an organization can look at to give better response times to uh whoever their customers may be to say you know what why did it sit for 12 hours maybe there's a legit reason that it did maybe there's not uh but let's let's just at least give you the ability to see that information to then make uh business decisions off of that once you actually see what it is so that's what we're going to do in this next uh demo and again there's docs that support this and the roles that will be required if you were going to uh create it so again going back to the same way we did before we have to create an indicator source and again we're going to uh connect it to the incident metric fax table and then these are the conditions that we're um we're going to look at so resolved on today and the definition is unassigned duration per assignment group so this is a definition that was already created and we're actually going to use that inside of this particular indicator source so these are the directions of how you can do that um and here's what the end result would look like if you did and then with that we of course have to use a script again and this is a script that you would actually need in order to accomplish what we're trying to do in this use case and um if the end date of the metric instance does not exist because the incident is still open then the collection date score end is used uh rather than because of the fact it doesn't have a resolve so this makes a script fit to be used for open process records as well just like the other ones so just keep that in mind um so again we have to create a new automated indicator and this is the steps that we would do to create this and here we're going to use that script that we created uh as well and um these are the units and the Precision and all that different stuff and again publish it always recommend publishing it on the analytics Hub so you can actually see it and collect the records if you can do that now this one will be a little bit different because we have to once we create this automated indicator we actually have to create a formula indicator as well so seeing the records in the workspace is going to be a little bit different there but here we're going to take that first automated indicator that we created along with this one and create some math inside of this formula indicator to give us the results that we're looking for so here you can see the um the first one that we created and then we're going to have a seven day running uh average and then we're going to divide that by the new one that we created with a seven day running and then multiply by that by a hundred so we can get uh the percentage that we're actually looking for of time of when an incident actually sits um not being assigned so uh again add that to the data collection job uh you want to make sure uh as well that you do uh we already did uh the mapping so the mapping is there the breakdown mapping is there um so you'll be good on that uh but again you want to make sure that you have that breakdown in both of those uh automated indicators as well uh to make sure that you know your results are going to come out the way that you expect them to do so again run that job and here that you can see that and it pulls back a little bit more information here and so now let's actually see that and what it looks like inside of platform analytics workspace so all we're going to do here is um we're going to edit and I'm I'm just going to add another data visualization and same process as we did before I gotta find my data source and because I've been playing around with this past couple days getting it ready I know that this is it so I'm going to go ahead and click on that particular one and again uh the breakdowns are there uh and we're going to go ahead and add that so what you're looking at here let me change my date range um as well here I'm just going to look for the past month again and here what you can see is um what you can see is 49 of the incidents that were uh open on the 17th uh I'm sorry of the incidents that were um open and uh not yet resolved or resolved on the 17th 49 of that time that that incident those incidents were open per se uh on that day 49 of that time they were unassigned so when we click into this uh and because this is a formally Indica formal indicator you actually can't see uh the records here but we can look uh day by day as this uh finishes loading here there's always one that's going to take a little bit of time here oh come on there we go what are we doing here it's taking us time here but uh what we're looking at here so on April the 18th 49 49 of uh was the amount of time that incidents sat unassigned that were resolved so again 50 maybe of uh close to 50 of the amount of time that uh let's say an incident was open for 24 hours 49 of that time it actually sat in an unassigned state so that depending on your business maybe that's a good number I don't really look at that as a good number but I don't really know the business of of what somebody else may want it to be but that at least can let you know that that that's probably not um we should look at that and you can see here how it kind of fluctuates up and down depending on the date so uh here 33.75 percent of the time that the incidents uh they were not assigned of the ones that were actually resolved 33 of the time that they sat there uh in an unassigned State rather than being assigned for something that was resolved so again this you know can help you from a management perspective kind of see some things so these are um two use cases where you can use one and also the new one bring them together to see a percentage of time uh and again I think that this is probably a really good um use case of actually knowing how much of the time that an incident is open how much time it actually sits in an unassigned State um so yeah so go ahead Adam I'm sorry I'm gonna add it under this one too so the great example comes through um and particularly when I was I I might start adding some more breakdown another breakdown of priority right like I'm concerned about p1's more concerned about P1 resolution time um than p4s although the percentage of time maybe it's okay but resolution that this is a great one where yeah I can get this metric and get it quick I can look at it but I'm going to be my experience when I deal with what I deal with a customer and I'm talking to it they'll go oh yeah yeah but that's because there's different um like you can't ding me on the weekends right people are putting cases in on Friday nights that's where I actually want to go create an SLA even if it's not an official SLA right I'm just I'm going to use the SLA engine whether I'm going to call it an Ola and SLA or I'm just going to call it something else where resolution time I want time to resolve or sorry time to assign I even though my organization might not officially have slas for assignments it's such a key thing that I want to look at I want to Define an SLA based on assignment just time to assign acknowledge exci assign resolve I might have three of those again even though my organization might only focus on one I'm going to the final three so that way I can use those business calendars um and make sure that uh that I have the right pauses and I have the right resets this is a objective measure metrics are objective they're wall clock it was on it was unassigned from for this time from my customers perspective this is absolutely real but as I'm dealing with the organization I want to resolve it I want to fix it I want to get it to get better I probably want to use slas so that people can't discount my metrics discount my numbers that metrics in this case but just they can't discount this because oh well it's kind of weekends and and that I shouldn't get ding for that so make sure you're aware you're thinking about all those things not just do I get a number do I get an accurate number an objective number but sometimes we need to make sure we're taking into account the entire process so if I am dealing with something um very task based very person assigned assigns is sensitive it has to do with a group make sure you consider slas and if you're looking at just escalations de-escalations how how long does it take to escalate de-escalate and look at the priority or I'm looking at the state that's where metric stally State changes things that you know will change the fast changing metrics or even the slogans priorities States categories those are things that are just that do not fit the SLA category and metrics are your best your best case so that basically um addresses the question that Erica brought up so we're focusing mostly keep talking a lot about time but really um you can also capture using metrics um when things change Bounce from different assignment groups that's correct right yes so your reassignment count it's awesome right so the real power of metrics that I see the time it gets confusing right and we talk about it and so we just want you to make sure you're thinking about do I use slas or do you use metrics but if I want something like the number of reassignments one you can add a counter great um but metrics fill a void in the platform PA is taking snapshots daily of what's going on my audit gives me every detail known to mankind it's great but snap metrics allowed me to say no I just want to make sure I see all the different changes so things like a metric okay I apologize a kpi I'm going to create an indicator and a kpi on how many times an incident changes priority I want to understand that because that's never good so that's a great metric and it's not the changing of the prior it's not the changed priority it's the changing how many times has it escalated or de-escalated it's gonna be frustrating category changes oh how many of us have put in an incident and it just bounces from category to category to category to category right it bounces not just assignment group but category and things happen I might still be meeting my slas I might still be meeting my slas but I want to start measuring that because what I might see is hey in this if it starts in this category it bounces around a lot so I need to go look at my my process of how I'm routing because things aren't going well right metrics help you see that stuff right not it's not SLA it's not SLA way it's it is a way to to see other things that are going on and it's the kpis the indicators built on top of metrics that it can be incredibly insightful uh process it by the way some of this process optimization helps with some of this too it looks at a lot of these things but metrics allow you to to build your own right things that are matter for you report on those things um but do make sure that you're looking when you when you're starting from scratch sorry this is the always the plug look at what's out of the box if you're trying to tune the process for a routing issue like like I talked about well process optimization just does it for me I don't even really need to think about it I can just see the results and it may and it looks visually amazing um if I'm looking for kpis make sure you look at the out of the box content packs that PA has on there um so we build a lot of things with metrics and we build those indicators for you and then process optimization or Workforce optimization takes it even uh further along than than I I've ever dreamed of um but we're reviewing the metric building blocks so you can build your own right on what comes in so real quick um because this kind of goes in line with what you just an anonymous question came in saying would the metrics table work for determining whether a task or catalog task item has been in backlog for more than a given time frame and what comes to my mind is for that is Spotlight but I don't know yep so I think spot spot so metrics are always fired off of the change right so something not changing is not very metric that's not something yeah yeah but I think uh and then one an indicator well I'll tell you I would go for that to be an SLA an assignment SLA oh that's true too because it's going to tell you hey this stuff needs to get assigned and you can set that based off priority right um You can set it off lots lots of different things um so I would if I were looking for that that if that was a problem for me I would look at an assignment slas I'm I'm a fan of them but in case that doesn't come come across um that Spotlight is is good as well uh I mean Spotlight scratches the same itch um slas will give you more warning yeah and again that pause and that reason for sure yeah when I look at it's very specialized right but it's this thing we all do um so that's why I'll break SLA breakdowns are incredibly specialized but they also answer a question that we all have right so we want to use them when we can and then we'll we'll break we'll get more generic from SLA breakdowns to slas in general to to metrics on what comes in a lot of them will do the same thing but you got to go kind of where do I want to be and then what should I do um uh comments came in and I completely agree about the business time versus wall clock metrics don't lie they're real right the what Thomas showed the percentage of time has been unassigned from a customer's perspective that's absolutely real there is no there's no lion and if you're a 24-hour shop then it's it's easy and right but it's something you need to be aware of because I've been in things where I wanna I'll tell you I want to compare contrast them to go I'm glad we're all meeting our slas but it's taking forever right our slas aren't good enough so metrics are a good a good way to you can't argue with the clock right but in an organization and what comes in and what the expectations and all that stuff if you need to say hey we we are uh five by twelve okay well then let's use slas and we'll report five by twelve but you also want the oh uh awareness um eye-opening metrics can be eye-opening because because they are objective um and that's very powerful but with great power comes great responsibility I just made that up just so you know right there just that that came to me all right trademark that yes we're gonna get bumped on that we're gonna get it on the uh on the recording of this okay sorry I did promise Thomas I wasn't gonna talk you didn't promise you just said I wasn't there was never a promise with it but uh listen if you provide great great information man talk away I I'm sure the customers appreciate it and they're already thanking you in the chat so they're you're definitely good stuff so I appreciate that so um real quick just because of time I want to make sure that we get everything in here so um I guess in conclusion of all of this um and we've talked about it in depth metric measures and evaluates the effectiveness of I.T service management processes uh metrics need to be gathered as data is updated use what is out of the box if you can and make sure that you're looking for that and again if you can utilize the slas and SLA metrics then those of course are a great source also here's all the servicenow documentation that was um used in the creation of this presentation and there are some things that are out on the servicenow community as well the uh understanding SLA and breakdown metrics that Academy session is there and there is uh creating incident first reply time metrics which I think is another one that there is a post around that as well so um we've definitely been answering questions um throughout and um and uh we can answer this one can you go back to that slide uh Thomas this one so this yeah so uh Eric um asked about there being a course um there is no course that focuses specifically on creating a metric this Academy session that that Thomas did today as long as well as all of these resources that he just provided right here are going to be your best bet um it the the honestly the easiest and simplest thing to do is to go into metric definitions and open them up and start looking at how they're they're pretty easy to understand intuitive to understand how they've been created and um you can go ahead and uh uh make uh tweaks and changes based off of your scenario pretty easily so I don't yeah I don't know and then with these resources available out there now um it's you should you should be in pretty good shape I don't know that you would need an entire course for that just don't be afraid maybe get a get on an um a you know subprod instance and start you know just playing around with it it's it's pretty intuitive the the I think there is a I know we had Labs on this in the past and I think there is some stuff in now learning on metrics specifically duration metrics are super simple um duration metrics are what we're going to use they're going to cover 90 of your things just create a log every time this changes then there is scripting and the scripting ones some are straightforward some are not but some of the scripts are most of the scripts are provided already so you just have to kind of look at them and see how they're they've been um yeah but I'll say with some of the scripts that come through the scripts are are it is just an asynchronous business rule you could write it a different way as well um perhaps less complex to do that some of them are old um and some of them scratch the itch before we had SLA breakdowns before we had some of them predate performance analytics in general um exactly so look what's there look at the dates um that are coming through um and you know if in doubt post question of the community that somebody's there going to be explaining you can explain how to do this or if there's a better way or what comes through okay thank you uh Roger's question is this specific of documents used currently available in servicenow resource I a specific URL are you talk are you talking about the links that are in the presentation because all of those will take you to the latest version of say for example create an indicator Source that's going to take you to the latest version the Utah version of that yeah all of the links in this presentation will take you to the latest version of that in the servicenow docs okay so we are we have about four minutes so let's make sure that we can get to a couple other things here that are important so this will be out on the community uh like I said later on today or early tomorrow morning depending on how fast I get the recording back so but make sure that you're checking out our um community site anyway this is where all of that information will be and you can see the previous ones uh and what's in the future make sure you're checking out our Pro tips uh quick hitter videos that help you uh make some decisions maybe on an initial Journey or as you're still in your journey um now learning which Adam just mentioned make sure that you go there and you're utilizing that there's some really great forces there uh the PA Advanced one is on demand now it doesn't require you being in person or whatnot uh our sister academies that are out there so check those out um as well and um that's actually the link is changed that's different knowledge we're a few weeks away from that so if you can get there we'd love to see all of you there come and find us we'll be out on the floor and we also have some Labs that some of us on this call are actually going to be doing so uh if you're there please come by and uh we see or at least I do and I think everybody else that's here I see a lot of names uh every couple weeks and some names that are familiar because they're there a lot and they ask a lot of questions or we've actually unmuted them and I'd love to put a face to anybody's name that's here so if you're at knowledge come by and see us you'll you'll find us somewhere so with that in mind which is a question that we've been asked uh past couple weeks these are the platform Labs that are actually going to be happening at knowledge I'm not going to read these but it'll be part of the uh PDF that I'm going to attach so you can actually look through those and see if that is something that you're interested in going to um and like I said um I think everybody on this call except for the exception and maybe one is actually going to be doing a lab in uh at knowledge so yeah and then a couple weeks from now um which will be our last Academy session prior to knowledge the week of knowledge we won't have an academy session it'll just be knowledge but in a couple weeks we're going to look at using the data certification module if you're familiar or not familiar with that to actually manage par content so this is another exciting one that's going to take you outside of the box and and give you the ability to use some other things within the platform along with uh par so with that if um if we're good or is there anything that we need to touch before um there is a weird question that just came in um oh yeah Adam's answering it never mind okay yeah okay good okay so with that um being respectful of time we're gonna give you one minute back so thank you again everyone who came thank you for all the panelists um for speaking up and answering questions and giving opinions and things of that sort it's always great to have you all here and thank you to the customers couldn't do it without you so we'll see you all in a couple weeks thank you