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Benchmark KPIs

Benchmark KPIs

You can enable or disable a benchmark KPI, and customize KPI conditions. Integration with Performance Analytics provides daily data collection and drill-down capabilities on KPI data.

Benchmarks offers ITSM and ITOM KPIs.
Note: Upgrading Benchmarks does not change KPI status or configuration from the previous release. New KPIs are enabled by default.

ITSM KPIs

Table 1. Incident
KPI Description
Note: In some environments, KPIs involving resolved incidents may require further configuration to retrieve resolved incident data.
% of high priority incidents resolved

[Number of priority 0 (P0) and priority 1 (P1) incidents resolved during the month] /

[Total number of incidents resolved during the same month]
  • Incident count is generated from the Incident table
Note: The definition of P0 and P1 incidents is likely to vary per participant. Your P0 and P1 incidents may or may not be similar to those of others. For comparison, the metrics provided in this report represent the average of all participants.
% of incidents resolved on first assignment

[Number of incidents resolved on first assignment during the month] /

[Total number of incidents resolved during the same month]
  • First assignment is when the Reassignment Count field is 0 for the incident
% of incidents resolved within SLA

[Number of incidents with met SLAs resolved during the month] /

[Total number of incidents resolved during the same month]
  • Met SLAs are calculated from the task_sla table for incidents resolved during the month
% of reopened incidents

[Number of incidents resolved during the month that were reopened] /

[Total number of incidents resolved during the same month]
  • Reopened is when the Reopen Count field is greater than 0 for the incident
Average time to resolve a high priority incident

[Sum of the duration of all high priority incidents resolved during the month] /

[Total number of high priority incidents resolved during the same month]
  • Duration is the length of time from creation to resolution
  • High priority incidents include priority 0 (P0) and priority 1 (P1)
Average time to resolve an incident

[Sum of the duration of all incidents resolved during the month] /

[Total number of incidents resolved during the same month]
  • Duration is the length of time from creation to resolution
Number of incidents created per user
Number of incidents per user created during the month
  • Global value is the average of all participating customers per user
Table 2. Problem
KPI Description
% of high priority problems

[Number of high priority problems closed during the month] /

[Total number of problems closed during the same month]
  • High priority problems include priority 0 (P0) and priority 1 (P1)
% of incidents resolved by problem

[Number of incidents resolved during the month that are associated with a problem] /

[Total number of incidents resolved during the same month]

Average time to close a problem

[Sum of the duration of all problems closed during the month] /

[Total number of problems closed during the same month]
  • Duration is the length of time from creating to closure
Table 3. Change
KPI Description
% of emergency changes

[Number of emergency changes closed during the month] /

[Total number of all changes closed during the same month]
  • All changes include standard, normal, and emergency
% of failed changes

[Number of unsuccessful changes during the month] /

[Total number of all changes closed during the same month]

Average time to close a change

[Sum of the duration of all changes closed during the month] /

[Total number of all changes closed during the same month]
  • Duration is the length of time from creating to closure
  • All changes include standard, normal, and emergency
Table 4. Service Catalog
KPI Description
% of closed requests with breached SLAs

[Number of closed requests with breached SLAs during the month] /

[Total number of closed requests during the same month]
  • Breached SLAs are calculated from the task_sla table for requests closed during the month
Average time to fulfill a request

[Sum of the duration for Service Catalog requests fulfilled during the month] /

[Total number of Service Catalog requests fulfilled in the same month]
  • Duration is the length of time from creation to closure
  • Number of Service Catalog requests fulfilled is the count of the number of records in the sc_req_item table which were closed within a month
Number of requests created per user

Number of requests per user created during the month

Table 5. Knowledge
KPI Description
% of incidents resolved using KB articles

[Number of incidents with KB articles resolved during the month] /

[Total number of incidents resolved during the same month]

Number of knowledge articles views per user
Number of knowledge article views per user during the month
  • Knowledge base views are generated from the sys_view_count table
  • Global value is the average of all participating customers per user
Table 6. Other
KPI Description
Average customer satisfaction

[Sum of normalized metric values of all survey instances taken during the month] /

[Total number of survey instances taken during the same month]
  • Table: metric_results
  • Survey: Customer Satisfaction Survey
  • Metric value is normalized as per category weights
Note: This KPI uses the base system Customer Satisfaction Survey.

If you are using a different survey to collect user feedback, you can customize the KPI definition.

Number of requests per fulfiller

[Number of active requester (non-ITIL) users during the month] /

[Total number of active ITIL users during the same month]

ITOM KPIs

Table 7. CMDB
KPI Description
% of duplicate CIs

[Number of duplicate CIs during the month] /

[Total number of CIs during the same month]
  • Duplicate CIs are calculated using the cmdb_health_scorecard table.
    Note: The definition of duplicate CIs is likely to vary per participant. Your duplicate CIs definition may or may not be similar to those of others. For comparison, the metrics provided in this report represent the average of all participants.
% of non-compliant CIs

[Number of CI audit failures during the month] /

[Total number of CIs audited during the same month]
  • Non-compliant CIs are calculated using the cmdb_health_scorecard table.
    Note: The definition of CI compliance audits is likely to vary per participant. Your CI compliance audit definition may or may not be similar to those of others. For comparison, the metrics provided in this report represent the average of all participants.
% of stale CIs

[Number of stale CIs during the month] /

[Total number of CIs during the same month]
  • Stale CIs are calculated using the cmdb_health_scorecard table.
    Note: The definition of stale CIs is likely to vary per participant. Your stale CIs definition may or may not be similar to those of others. For comparison, the metrics provided in this report represent the average of all participants.