Benchmarks release notes

ServiceNow® Benchmarks product enhancements and updates in the Kingston release.

The Benchmarks application gives you instant visibility into your key performance indicators (KPIs) and trends, as well as comparative insight relative to industry averages of your peers. You can contrast the performance of your organization with recognized industry standards, and view a side-by-side comparison of performance with global benchmarks.

Activation information

Active by default. However, you must opt in to the Benchmarks program to participate.

New in the Kingston release

New ITSM KPIs
Use additional KPIs from the ITSM list that has been expanded from 13 to 20. There are 23 KPIs total, including those KPIs in the ITOM category.
Proven practices-based recommendations to improve performance
Help improve KPI performance with ranked recommendation candidates that use guided setup and are refreshed monthly. Actions can be chosen to implement, save, or reject the candidate. Performance is tracked using the point of implementation on the trend chart so that you can recognize the results.
Filter KPI data by geographical region
Select geographical region to filter KPI data, in addition to filtering data by industry and number of users.
Percentile ranking of your company position
Compare the exact standing of your company within your participating peer group as indicated by percentile rank.
Enhanced Benchmarks dashboard user interface
View KPI categories stacked vertically for scalability, and access same-category KPIs from the trend view.
Managed Service Provider (MSP) support
MSPs can opt in to Benchmarks and utilize the functionality of the application, including comparing their data with global and other available groupings. However, MSP data is not included in the global Benchmarks calculation.
Product category-based roles
Assign roles to a product category so access to KPI data in that category is limited to authorized groups.
Out-of-the-box ITSM dashboards Performance Analytics Solutions
View IT Manager, IT Agent, and IT Executive ITSM dashboards that contain actionable data visualizations to monitor ongoing ITSM operations to help improve your business processes.