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:
  • Consists of an Incident Management dashboard with 15 indicators
  • Indicators cannot be added or deleted
  • A maximum of 180 days of historic scores are visualized
  • Is usable only in the global domain

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

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

Check an indicator source

Verify that the sample indicator sources match your configuration.

Before you begin

Role required: pa_admin, pa_power_user, or admin

Procedure

  1. Navigate to Performance Analytics > Indicator Sources.
  2. Open one of the sample indicator sources.
  3. Go to the Source section.
  4. Change the Conditions, if needed.

    A good indication to see if the conditions are set up correctly is the number of matching records found. Click the matching records link to view the results in a new tab. Check to see if these are the expected records based on the conditions.

  5. Click Update.
  6. Repeat this procedure for each sample indicator source.
    Note: For Eureka Patch 6 and later versions, including Fuji, if an indicator source has a condition on a field or column that does not exist, the condition does not appear in the UI (although it is there). Therefore, you cannot change the condition through the UI. Instead, you can export the XML and import of the indicator source record.

Check a breakdown source

Verify that the sample breakdown sources match your instance configuration.

  1. Navigate to Performance Analytics > Breakdown Sources.
  2. Open one of the sample breakdown sources.
  3. Go to the Source section.
  4. Change the Facts table, if needed.
  5. Change the Conditions, if needed.

    A good indication to see if the conditions are set up correctly is the number of matching records found. Click the matching records link to view the results in a new tab. Check to see if these are the expected records based on the conditions.

  6. Change the Security type, if needed.
  7. Add breakdown elements to the Elements Security List.
  8. Click Update.
  9. Repeat this procedure for each sample breakdown source.

Collect historical data for the provided indicators

Query scores for the predefined indicators and breakdowns for which historic collection is possible.

Before you begin

Role required: pa_data_collector or admin

Procedure

  1. Navigate to Performance Analytics > Data Collector > Jobs.
  2. Open the [PA Incident] Historic Data Collection job.
  3. In the Collection parameters section, specify the date range to query data for.
    Performance Analytics for Incident Management collects a maximum of 180 days worth of historical data.
  4. Click Execute Now.

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.

Procedure

  1. Navigate to Performance Analytics > Data Collector > Jobs.
  2. Open the [PA Incident] Daily Data Collection job.
  3. Go to the Job Parameters section.
  4. Change the Run as, if needed.
  5. Change the Run as tz (time zone), if needed.
  6. Select the Active check box.
  7. Click Update.

Result

When the job is Active, it appears under System Scheduler > Scheduled Jobs, where you can change the time to start the job, if needed.
Note: Setting up Performance Analytics to support domain separated ServiceNow instances requires Performance Analytics Premium.