Create indicators for performance analytics

Performance analytics is the primary method of establishing indicators for Service 360.

About this task

If the reporting tools from performance analytics are selected as the data source, it cannot be added to the Service 360 treemap until it is set up in Performance Analytics.

It is critical that the indicator is setup properly in Performance Analytics prior to being added to the treemap.

Procedure

  1. Use the following basic steps to create the desired indicator.
    1. Navigate to Performance Analytics > Data Collector > Indicator Sources. Create and define an Indicator Source, which forms the basis for the data that is collected.
      Indicator Sources can be reused for multiple indicators.
    2. Navigate to Performance Analytics > Indicators > Breakdowns to define a Breakdown.
      Breakdowns are sometimes referred to as dimensions because they divide data up by making cross-sections in different ways.
    3. Navigate to Performance Analytics > Indicators > Automated Indicators to create Automated Indicators, which are the most commonly used.
      Note: It is also possible to create Formula Indicators or Manual Indicators by navigating to the appropriate module.
    4. Navigate to Performance Analytics > Data Collector > Jobs. Create a job collector and/or schedule the Data Collection that collects the data to display on scorecards and dashboards.
    5. Navigate to Performance Analytics > Widgets to create and define a new widget that determines how an indicator is visually displayed.
    6. Once the widget is created, navigate to Performance Analytics > Dashboards > Service 360 and add the widget to the appropriate tab on the dashboard.
  2. Customize how you report on data kept in your ServiceNow instance.
  3. Once the indicators are setup in Performance Analytics, navigate to Business Services > Administration > Indicators.
  4. Click New.
  5. Complete the form using the following table.
    Important: Ensure that the Data Source field is set to Performance Analytics so that the previous configured indicator can be added to the treemap.
    Field Description
    Name* Name of the new indicator.
    Category* Select the category with which you want this indicator to be grouped. For example, the out-of-box indicators for availability are grouped under the category Operation, while indicators for inherent and residual risk scores are grouped under the Risk category.
    Direction* Options are Minimize or Maximize. Choose the direction that is considered a positive change for the indicator. If the goal of the indicator is to Minimize the score, then large value scores will have larger tiles. The reverse is true for Maximize. For example, the goal of Risk is to minimize the risk, so the direction is set to minimize so that higher risk scores appear more prominently in larger tiles.
    Note: This field only appears if Data Source is set to Custom Script or Query Condition.
    Result Limit* Defines the maximum number of results allowed. The upper limit is 100.
    Result Precision* Select the number of decimal digits to display in the scores for the indicators.
    Note: This only appears if Data Source is set to Custom Script or Query Condition.
    Automatic Refresh Interval Used to identify the refresh frequency for the treemap.
    Active If this check box is not selected, the indicator does not display in the treemap.
    Order The order that an indicator appears in the drop-down menu and list for a particular category. The order must correspond to the order value of the category to which you want the indicator to belong. For example, if the category order is 100, then the indicator order would start at 100 and increase to 101, 102, and so on, incrementally.
    Data Source Defines the location from which this indicator receives data. The following options are available.
    • Performance Analytics, which populates the treemap with the scores from indicators created in Performance Analytics. Indicators must be created in Performance Analytics prior to being created as an indicator in Service 360.
    • Custom Script, which allows you to write a script that collects data from another application to display in the treemap. Custom scripts only display on the treemap, and are not shown on the Service 360 dashboard.
    • Query Condition, which allows you to select a table to run filters on to obtain data to display in the treemap. Results from the query conditions only display in the treemap, and are not shown on the Service 360 dashboard.
    PA indicator* Select the indicator from Performance Analytics that is to be displayed on the treemap.
    Note: This field only appears if Data Source is set to Performance Analytics.
    Default Breakdown* Select the default breakdown that determines how the indicator is displayed. In the case of Service 360, the default breakdown is Business Service so that the indicator displays the scores for each business service in the system respectively, if the data is available.
    Note: This field only appears if Data Source is set to Performance Analytics.
    Custom Script* HTML editor that allows you to create and customize the script.
    Note: This field only appears if Data Source is set to Custom Script.
    Query Table* Source table to be queried.
    Note: This field only appears if Data Source is set to Query Condition.
    Aggregate Type* The function to apply when calculating the score for a query on the query table. Possible values are Count, Sum, Average, Minimum, or Maximum.
    Note: This field only appears if Data Source is set to Query Condition.
    Aggregate Field The field on the Query Table on which the Aggregate Type is run.
    Note: This field only appears if Data Source is set to Query Condition.
    Group by* Select the field to sort the queried data.
    Note: This field only appears if Data Source is set to Query Condition.
    Query Conditions As needed, set filter conditions to enhance the query.
    Note: This field only appears if Data Source is set to Query Condition.
    Click Through URL Navigation Type This feature enables the treemap to drill-in to another display when a tile on the treemap is selected. For Service 360, when a tile is selected you are re-directed to the Service 360 dashboard in Performance Analytics. There are three options: New Window, Current Window, or Modal Dialog.
    Click Through URL Script Edit the sample script using the HTML editor to customize the URL that you are re-directed to when a tile on the treemap is selected.
    Note: * indicates a mandatory field.
  6. Click Submit.