Out-of-the-box Performance Analytics Solutions
contain preconfigured dashboards. These dashboards contain actionable data visualizations that
help you improve your business processes and practices.
Note: Out-of-the-box solutions and in-form analytics provide all the configuration records
required to analyze default applications. You must have Performance Analytics to collect
scores for indicators.
Out-of-the-box solutions contain pre-configured dashboards that track and analyze key
processes and metrics.
Use the Performance Analytics
widgets on the
dashboard to visualize data over time, analyze your business processes, and identify areas of
improvement. With solutions, you can get value from Performance Analytics
for your application
with minimal setup.
- Solutions include some dashboards that are inactive by default. You can activate these
dashboards to make them visible to end users according to your business needs.
- Out-of-the-box solutions and in-form analytics provide all the configuration records
required to analyze default applications. Customize these records for use in your
Required Performance Analytics
To enable an Out-of-the-box Performance Analytics Solution, you must
be entitled to use Performance Analytics with the relevant ServiceNow®
product. For example, to enable the Out-of-the-box Customer Service Management - Advanced
Performance Analytics Solution, you
must be entitled to use Performance Analytics for Customer
Domain separation and 'Run As' user
By default, System Administrator is the Run As user for data
collection jobs in the OOTB Performance Analytics Solutions. Verify
that this user exists on the instance, and whether this user has the appropriate level of
access. An inappropriate Run As user can cause errors or limit the
data that is collected. If domain separation is enabled, ensure that you set an appropriate
Run As user in each domain.
Available Performance Analytics
Performance Analytics Solutions
with preconfigured dashboards, indicators, and other configuration records are available for
Solutions are available for the following applications. The ID for each plugin is listed in
ITSM Dashboard solutions
The ITSM Dashboards plugin (com.snc.pa.itsm_dashboards) activates the following solutions,
along with a set of additional dashboards:
- Change Management (con.snc.pa.change)
- Problem Management (com.snc.pa.problem)
- Request Management (Requested Item) (com.snc.pa.request)
- Knowledge Management (com.snc.pa.knowledge)
- Incident SLA (com.snc.pa.sla)
- Incident Management
management content is available by default with Performance Analytics in a limited
Activate a solution using guided setup
Activate and set up a Performance Analytics solution quickly and consistently
using the guided setup for that solution.
The guided setup for a Performance Analytics
solution provides a sequence of tasks that help you activate the solution and configure
the records for that solution. After you complete guided setup, collect data, then view
indicator scores on Analytics Hubs and dashboards.
Note: You can
activate Performance Analytics solutions on instances that do not have Performance
Analytics to evaluate the functionality. However, to collect scores for indicators
you must license Performance Analytics.
Click Get Started.
Scroll to the application you want to set up a solution for, such as Incident
or Customer Service.
If the plugin is not yet active, guided setup is locked until you activate the
Note: A user must have the admin role to complete these steps.
Click View plugins.
Click the Activate/Upgrade related link.
Activating a Performance Analytics solution plugin also activates any
plugins for the associated application if they are not already active.
For example, activating the Performance Analytics - Content Pack -
Customer Service plugin also activates the Customer Service plugin, if
it is not already active.
After the plugin is activated, close the plugin window to return to
Click Get Started for the application you are setting
Follow the guided setup instructions to review the provided records such as
indicators, breakdowns, widgets, and dashboards and to begin collecting
Performance Analytics scores.
As you perform each step, additional information appears in the right-side