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Customize benchmark KPI conditions

Customize benchmark KPI conditions

You can customize KPI conditions to fit the needs of your organization better.

Before you begin

Role required: sn_bm_client.benchmark_admin
Note: Benchmarks admin role does not provide application-specific roles. Therefore, although a Benchmarks admin can access a KPI through the Benchmarks application, changes to KPI conditions require the role specific to the KPI application.

For example, a Benchmarks admin cannot modify conditions for the knowledge base KPI (kb_use table), SLA KPI (task_sla table), or any of the ITOM KPIs (cmdb_health-scorecard table) from within Benchmarks without specific access granted to those tables (knowledge_admin, sla_admin, asset roles).

About this task

Customizing KPI conditions is useful to adjust the criteria to more accurately represent the data that your company is interested in.

For example, if your implementation does not use priority 1 incidents, you can change the criteria for high priority KPIs from 1 to 0, which returns more accurate data for your organization.
Note: It takes one to two months for aggregate monthly data to accurately reflect changes made to KPI conditions. For example, changes made within the month include a combination of data:
  • Data for the previous condition (up until the date the condition was changed)
  • Data for the new condition from that date forward

Procedure

  1. Navigate to Benchmarks > Setup and click BenchPencil next to a KPI to access the KPI conditions.
  2. Change the conditions, as appropriate.
  3. Click Save to stay on the page, or click Update if finished.
    Allow one to two months for aggregate monthly data to accurately reflect changes made to KPI conditions.