Performance Analytics for Incident Management

Performance Analytics for Incident Management is a limited version of Performance Analytics that is included in the base system, enabling you to become familiar with the functionality. You can upgrade to the premium version of Performance Analytics for complete Performance Analytics functionality.

Performance Analytics for Incident Management comes with several predefined elements that you can use to assess organizational performance.

Note: Performance Analytics for Incident Management is available only in the global domain. To use Performance Analytics in a different domain you must upgrade to the premium version of Performance Analytics.

Use the following procedures to configure the predefined elements for incident management.

Table 1. Configure predefined elements for incident management
Procedure Description
Check Indicator Sources Verify that the sample indicator sources match your ServiceNow configuration.
Check Breakdown Sources Verify that the sample breakdown sources match your ServiceNow configuration.
Schedule Data Collection After validating the sources for the indicators and the breakdowns, configure and activate the data collection job. Two sample jobs are provided, a daily collection and an on-demand collection for historical scores.
Schedule Historical Collection for Indicators Optional. This job loads the last 60 days of scores for the indicators and breakdowns for which historic collection is possible.
Note: The number of days can be changed, but it is best to limit the historical collection.

Elements Provided

Performance Analytics for Incident Management includes automated indicators, formula indicators, dashboards, and data collection jobs.

Automated Indicators

The following automated indicators are provided.

Table 2. Automated Indicators for Incident Management
Automated Indicator Sort Options
Number of new incidents
  • by category
  • by priority
Number of open incidents
  • by age
  • by assignment group
  • by category
  • by priority
  • by state
Summed age of open incidents
  • by age
  • by assignment group
  • by category
  • by priority
  • by state
Number of resolved incidents
  • by assignment group
  • by category
  • by priority
Number of resolved incidents by first assignment group
  • by category
  • by priority
Summed duration of resolved incidents
  • by assignment group
  • by category
  • by priority
Number of open incidents not updated in the last 5 days
  • by age
  • by assignment group
  • by category
  • by priority
  • by state
Number of open incidents not updated in the last 30 days
  • by age
  • by assignment group
  • by category
  • by priority
  • by state
Formula Indicators

Formula indicators are calculated with the automated indicators. The following formula indicators are provided.

Table 3. Formula Indicators for Incident Management
Formula Indicator Sort Options
% of incidents resolved by first assignment group
  • by category
  • by priority
% of new critical incidents None
% of open incidents not updated in the last 5 days
  • by age
  • by assignment group
  • by category
  • by priority
  • by state
% of open incidents not updated in the last 30 days
  • by age
  • by assignment group
  • by category
  • by priority
  • by state
Incident backlog growth
  • by category
  • by priority
Average age open incidents
  • by assignment group
  • by category
  • by priority
  • by state
Average resolution time of resolved incidents
  • by assignment group
  • by category
  • by priority
Dashboards

The following dashboards are provided. The Incident Management Dashboard contains the following tabs.

Table 4. Incident Management Dashboard
Tab Contains
Incident Overview
  • Number of open incidents
  • Number of open incidents not updated for 30 days
  • Number of open incidents not updated for 5 days
  • Table showing the last 7 days of data
  • Number of new incidents
  • Number of resolved incidents
  • Incident backlog growth
  • Number of open incidents
  • Number of new incidents
  • Number of new incidents by priority
Incident Open
  • Number of open incidents
  • Average age of open incidents
  • Open incidents by priority
  • Average age of open incidents by priority
  • Open incidents by age
  • Incident backlog growth
Incident New
  • % of new critical incidents
  • Number of new incidents by priority
  • Number of new incidents
Incident Resolved
  • Number of resolved incidents
  • Average resolution time
  • Number of resolved incidents by priority
  • Average resolution time by priority

The Incident by Group Dashboard is a dynamic dashboard that allows you to choose an assignment group. The tabs it contains tabs reflect information for the selected assignment group.

Table 5. Incident by Group Dashboard
Tab Contains
By Group daily
  • Number of open incidents
  • Number of new incidents
  • Number of resolved incidents
  • Average time to resolve
  • Number of open incidents not updated for 7 days
  • Number of open incidents not updated for 30 days
By Group 7d running
  • Number of open incidents 7 day running AVG
  • Number of new incidents - 7 day running SUM
  • Number of resolved incidents - 7 day running SUM
  • Average time to resolve - 7 day running AVG
  • Number of open incidents not updated for 7 days - 7 day running AVG
  • Number of open incidents not updated for 30 days - 7 day running AVG
By Group 28d running
  • Number of open incidents - 28 day running AVG
  • Number of new incidents - 28 day running SUM
  • Number of resolved incidents - 28 day running SUM
  • Average time to resolve - 28 day running SUM
  • Number of open incidents not updated for 7 days - 28 day running AVG
  • Number of open incidents not updated for 30 days - 28 day running AVG
From the detailed scorecard, all daily measurements can be rolled up and analyzed with the following time series filters:
  • 7-28-30 days running SUM & AVG
  • Weekly - monthly - quarterly - yearly SUM/AVG
Data Collection Jobs

The following data collection jobs are included:

Table 6. Incident Management Data Collection Jobs
Job Description
[PA Incident] Daily Data Collection Collects daily snapshot data for all indicators and breakdowns.
[PA Incident] Historic Data Collection Collects 60 days of data for all indicators except for these, for which historical collection is not possible:
  • Number of open incidents not updated for 30 days
  • Number of open incidents not updated for 5 days
Warning: All breakdown scores will represent the values on the collection date and not the reported date. For example, if the priority status has changed between the reporting date and the collection date, this change is not represented.