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Benchmarks overview

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Benchmarks overview

ServiceNow Benchmarks application securely collects daily data on your instance and then aggregates the data into monthly global benchmark reports.

Performance Analytics is used to collect daily data on the customer instance. The data from the previous month is uploaded at the beginning of the following month via a scheduled job. If there are any errors, there are multiple retries.

During the month the data is uploaded, the data is aggregated and monthly results (your instance results, and global results) are downloaded to the customer instance mid month. An email notification is sent when the global data is available.

All ServiceNow customers are allowed to participate in the Benchmarks program by opting in from their ServiceNow production instance, except:
  • Express customers
  • Federal customers
  • Customers with on-premise instances
  • Managed Service Providers (MSPs) and MSP-managed instances
Note: You must have a production instance to opt into the Benchmarks program.
Changing KPI configuration within the month requires one to two months of data collection before your monthly values reflect that change.
Note: The Benchmark Scheduler (bm.scheduler) user is added with Benchmarks. It is required for Benchmarks data collection.

Key features

  • 16 available KPIs (13 ITSM, 3 ITOM)
  • Ability to change KPI definitions to match customizations
  • Benchmarks dashboard in Service Portal (mobile friendly)
  • Ability to download KPI reports
  • Email notification when new aggregate monthly data is available
  • Integration with Performance Analytics for daily data collection and drill-down on KPI data
Table 1. Benefits
Benefit Description
Global anonymity Viewers in your organization have access benchmarks for your organization, however the global benchmarks are anonymous and do not include any company information.
Industry comparison Industry is determined based on the standard industry code in the account record for the company.

Number of users is determined by the number of ServiceNow active users within the company, therefore you can compare your company to similar-sized ServiceNow implementations to gain insight about your company.

Industry and company size categories are combined when necessary to ensure that the number of customers in each category is large enough to protect the anonymity of each company.

You can filter the benchmarks results by industry or ServiceNow user size to make the results more relevant to your organization.

Trends You can see the results of all published KPIs as well as the previous six months of history.

You can then use the trend data to measure and report on service delivery progress over a period of time to determine what is working well and what needs improvement.

Reports Benchmarks reports get refreshed monthly, which can be downloaded in PDF format. An email notification is sent to the customer when new data is available.

Email Notification

Users with the Benchmarks admin (sn_bm_client.benchmark_admin) role automatically receive email notification regarding availability of monthly scores. You must have system admin (admin) role to modify the email recipient list. Monthly results (your instance results, and global results) are downloaded to the customer instance mid month.

An email containing notification information is sent when the monthly global data is available.
  • Subject: New Monthly Benchmarks report is available now
  • Body: ServiceNow Benchmarks has been updated with <month> data. You can see the updated Benchmarks by viewing the Benchmarks Dashboard <Benchmarks Dashboard Portal link>

Benchmarks notification emails are accessed using the System Settings > Notifications navigation menu.

KPI Categories

Table 2. ITSM KPIs
Incident % of high priority incidents resolved
Average time to resolve a high priority incident
Average time to resolve an incident
% of incidents resolved on first assignment
Number of incidents created per user
Problem % of high priority problems
Average time to close a problem
Change % of emergency changes
Average time to close a change type
Service Catalog Average time to fulfill a request
% of closed requests with breached SLAs
Number of requests created per user
Knowledge base Number of knowledge article views per user
Table 3. ITOM KPIs
CMDB % of duplicate CIs
% of non-compliant CIs
% of stale CIs