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Benchmarks dashboard

Benchmarks dashboard

The Benchmarks dashboard shows KPI data, performance trends, and indicator scorecards.

The Benchmarks KPI dashboard view, which shows all KPIs, is launched in Service Portal.

Features include:
  • Ability to show KPIs in either list or card view.
  • Downloadable reports of KPI list and all charts in PDF format.
  • Ability to filter data by type of industry, number of users, or geographic region (the filter is retained when switching between KPI view and trend view).
  • Color-coded KPI data (the favorable comparison results for your instance are in green, while red favors global data).
  • Monthly change percentage calculation of your instance from the previous month.
  • Ability to display time values in hours or days (using the sn_bm_client.dashboard_display_unit system property).
Note: Service Portal must be installed to view the Benchmarks dashboard.
Note: MSP data is not included in global Benchmarks calculations.

Percentile rank

The exact standing of the KPI for your company within your participating peer group is indicated by percentile rank. A KPI percentile rank of 90% indicates that your instance standing for that KPI is greater than 90% of the instances participating in that group.

Note: A high percentile rank does not always indicate a desirable result.

For certain KPIs a higher ranking is preferred (% of incidents resolved using KB articles), but for others it is not (% of emergency changes). The meaning of your percentile ranking should be interpreted based on the direction of the KPI being analyzed.

KPI Direction

(Percentile rank goal)

Minimize Maximize
Incident
% of high priority incidents resolved X
% of incidents resolved on first assignment X
% of incidents resolved within SLA X
% of reopened incidents X
Average time to resolve a high priority incident X
Average time to resolve an incident X
Number of incidents created per user X
Problem
% of high priority problems X
% of incidents resolved by problem X
Average time to close a problem X
Change
% of emergency changes X
% of failed changes X
Average time to close a change X
Change
% of closed requests with breached SLAs X
Average time to fulfill a request X
Number of requests created per user X
Knowledge
% of incidents resolved using KB articles X
Number of knowledge article views per user X
Other
Average customer satisfaction X
Number of requesters per fulfiller X
CMDB
% of duplicate CIs X
% of non-compliant CIs X
% of stale CIs X

ITSM dashboards

ITSM dashboards are a central place for ITSM users to monitor ongoing ITSM operations. These dashboards contain data visualizations to help you improve your business processes and practices.

Access the dashboards under Self-Service > Dashboards. To view detailed information, hover over any report graphic.
Note: Out-of-the-box ITSM dashboards Performance Analytics Solutions is required to view these dashboards. The Performance Analytics - Content Pack - ITSM Dashboards (com.snc.pa.itsm_dashboards) plugin must be activated.

For more information, see Out-of-the-box Performance Analytics Solutions.

Dashboard Description Role
IT Manager Overview reports and IT service analysis reports
  • Incident Manager
  • SLA Manager
  • pa_admin
IT Agent Agent work and agent group work reports, and prioritized workload
  • itil
  • itil_admin
  • pa_admin
IT Executive Customer service, performance, and risk map reports
  • itil
  • itil_admin
  • pa_admin