Performance Analytics uses terms
and concepts that can differ from industry norms due to the unique nature of the ServiceNow platform.
Note: Performance Analytics is used by other applications, such as Benchmarks. The information
below describes the core Performance Analytics functionality. For information about other
applications that use Performance Analytics, refer to the documentation for those
working with Performance Analytics
, you can
- define a performance
measurement taken at regular intervals of a business service, an activity, or
organizational behavior. These performance measurements result in a series of
indicator scores over time.
Businesses track these scores to measure current
conditions and to forecast trends.
The following are some key characteristics of the Business
- Indicator scores can be generated automatically from a set of records defined in
an indicator source, entered manually, or calculated from other
- Indicator scores can be viewed or analyzed in generated scorecards or presented,
via widgets, on dashboards.
Synonyms: Metrics, business metrics,
- Indicator sources
- define filtered sets
of records from a facts table to evaluate when collecting indicator scores.
An indicator source configuration specifies a
table, such as Incident, and it specifies the frequency with which to collect data
from that table. Indicator sources can also include filter conditions to limit the
included records. Multiple indicators can use the same indicator source.
Typically, an indicator tracks the situation on a
certain date. The indicator source conditions should include a date-related filter, such
as [Opened][on][Today]. Indicators collected less frequently
might specify a larger date range, such as [Closed][on][This
- can refer to either of the following functions:
- The Performance Analytics function of
aggregating, or collecting, indicator scores over time. The indicator configuration includes
the frequency with which indicator scores are collected.
- Statistical functions applied to collected indicator scores
over a time period. For example, you can apply a 3-month SUM to indicator scores.
Aggregation functions can be added either in the indicator form or later in the scorecard or
Aggregation functions in the scorecard or widget are
named time series.
- divide data in different ways. Breakdowns enable you to
organize and filter indicator scores for more detailed analysis, such as to show
separate scores for each assignment group. You can apply a breakdown on scorecards and
Breakdowns are automated, manual, or external. Automated
breakdowns are based on existing data in breakdown sources. A field in the
facts table is mapped to a set of records on the breakdown source, or a script is used
for more complex mapping. Manual breakdowns have their scores entered manually to define
an organization. Lastly, an external breakdown specifies the JDBC data source and SQL
statement for retrieving breakdown elements.
example, a breakdown could divide incident data by priority, by assignment group, or by
age, or divide a geographical area by country or region.
- Synonyms: dimensions, drill-downs
- Breakdown sources
- specify which
unique elements a breakdown contains. A breakdown source is defined as a set of
records from a table or database view or as a bucket group. Multiple
breakdowns can use the same breakdown source.
- visualize the scores of an indicator. Scorecards can be
enhanced by adding targets, thresholds, trendlines, and useful comments for significant
changes. In a scorecard, the scores of an indicator can be analyzed further by viewing
the scores by breakdowns (scores per group), aggregates (counts, sums, and maximums),
time series (totals and averages applied to different time periods) and drilling down to
the records on which the scores are based.
- show multiple Performance
Analytics, reporting, and other widgets. Dashboards can be responsive or
non-responsive. To create or share a responsive dashboard, you need at least one role,
but this can be any role. You can drag to move and resize widgets on responsive
dashboards. Non-responsive dashboards use less flexible drop zone layouts, and require
Performance Analytics roles to view, create, and edit.
- are a reusable graphic visualization on a dashboard. In
Performance Analytics, widgets show the scores of one or
more indicators. For example, a widget can display the evolution of an indicator over
time, how an indicator can be broken down, or how several indicators look side by
side. Many variations are possible. Widgets are visible only when added to a
- Data collector
- is the engine that
collects indicator scores on a regular basis by running jobs.
Usually set a job schedule to match the frequency in the indicator source. You can also
set up jobs that run manually, such as historical jobs, which you run only when
collecting data for a new indicator.
- Time series
can refer to either of the following items:
- A type of widget that aggregates and shows multiple scores of an indicator
collected over a period.
- A statistical function applied to collected indicator scores over a time period in
a scorecard or a widget.
- are goals your organization wants to achieve. Targets enable you
to visualize the difference between the desired score at a certain date and the actual
score of an indicator.
A target can be personal or global. A personal
target is visible only to the user that created it and appears as a light line. A global
target is visible to all users and appears as a dark line. Personal targets appear only
on scorecards, whereas global targets appear on scorecards and time series
- define a normal range of scores for an indicator and alert
you when certain events occurs, such as when a score reaches an all-time high or
When a threshold is triggered, the instance
generates an email notification. This message is associated with the indicator and the
message is directly available via the detailed scorecard.
A threshold can be personal or global. A personal
threshold is visible only to the user that created it and appears as a light gray dotted
line. A global threshold is visible to all users and appears as a dark gray dotted line.
Personal thresholds appear only on scorecards, while global thresholds appear on both
scorecards and time series widgets.
- Bucket groups
- are custom groups that can be used when you define a
breakdown source that uses Bucket [
pa_buckets] as the facts table.
Bucket groups can also be used with a script.
When configuring the indicator, you can attach a script that runs through the collected
data and places the records into a bucket group. For example, you can arrange open
incidents according to age, such as <1 day, 2-5 days, 6-30 days, >30 days old. In
this case, the indicator Open Incidents is broken down by