Customize benchmark KPI conditions

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

Before you begin

The 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 (Knowledge Use [kb_use] table), SLA KPI (Task SLA [task_sla] table), or any of the ITOM KPIs (CMDB Health Scorecard [cmdb_health_scorecard] table) from within Benchmarks without specific access granted to those tables (knowledge_admin, sla_admin, asset roles).

Role required: sn_bm_client.benchmark_admin

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

For further analysis, you can link a base system indicator that you are already using to the corresponding Benchmarks indicator to see breakdowns, in addition to individual scores, when drilling down on KPI data.

For example, link Number of resolved incidents by first assigned group to Benchmark: Number of incidents resolved on first assignment to view breakdown values by priority, assignment group, and category.
Note: Individual scores are shown by default but you must have Performance Analytics to use linking to show breakdowns.


  1. Navigate to Benchmarks > Setup and click a KPI to access the KPI conditions.
  2. Change the conditions, as appropriate.
  3. To link a base system indicator to a Benchmarks indicator, click the Advanced related link.
    1. In the Indicator Properties section, click the Linked indicator field lookup list.
    2. Select the corresponding base system indicator.
      Note: The linking feature is intended to be used to link a base system indicator to a Benchmarks indicator (not Benchmarks to Benchmarks).
    Allow one to two months for aggregate monthly data to accurately reflect changes made to KPI conditions.