Benchmarks overview

The 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, global results, and your ranking) are downloaded to the customer instance mid month. Monthly recommendation candidates are provided that you can implement to help improve your KPI performance. 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 premises instances
Note: You must have a production instance to opt into the Benchmarks program.

Managed Service Providers (MSPs) and MSP-managed instances are supported, but with restrictions. MSP data is not included in global Benchmarks calculations, however, global Industry, Number of users, and geographical Region benchmarks can be downloaded for comparison in the Benchmarks dashboard.

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

  • 23 available KPIs (20 ITSM, 3 ITOM).
  • Ability to change KPI definitions to match customizations.
  • Benchmarks dashboard in Service Portal (mobile friendly).
  • Ability to download KPI reports.
  • Filter data by industry, number of users, or geographical region.
  • Email notification when new aggregate monthly data is available.
  • Percentile ranking to indicate your standing within your participating peer group.
  • Recommendation candidates with guided setup to help improve KPI performance.
  • Product category-based roles to limit data access.
  • 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 You can filter the benchmarks results by industry, ServiceNow user size, or geographical region to make the results more relevant to your organization.
  • 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, so you can compare your company to similar-sized ServiceNow implementations to gain insight about your company.
  • Region is determined based on the Region field in the company table.

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.

If a filter category contains fewer than 20 participants, the corresponding data is shown in the Other category.

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.

Recommendations Data is analyzed and recommendation candidates are provided to help improve the performance of your KPIs.

All recommendations are dynamic and are updated monthly, based on data from the previous month.

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

Benchmarks users receive a monthly email notification when new aggregate monthly data is available. Monthly results (your instance results, and global results) are downloaded to the customer instance mid month.

An email containing notification information is sent to Benchmarks users 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>.

You can manage the Benchmarks notification emails that Benchmarks users receive in System Settings > Notifications.

KPI Categories

Table 2. ITSM KPIs
Incident % of high priority incidents resolved
% of incidents resolved on first assignment
% of incidents resolved within SLA
% of reopened incidents
Average time to resolve a high priority incident
Average time to resolve an incident
Number of incidents created per user
Problem % of high priority problems
% of incidents resolved by problem
Average time to close a problem
Change % of emergency changes
% of failed changes
Average time to close a change
Service Catalog % of closed requests with breached SLAs
Average time to fulfill a request
Number of requests created per user
Knowledge % of incidents resolved using KB articles
Number of knowledge article views per user
Other Average customer satisfaction
Number of requesters per fulfiller
Table 3. ITOM KPIs
CMDB % of duplicate CIs
% of non-compliant CIs
% of stale CIs