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Out-of-the-box Performance Analytics Solutions

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Out-of-the-box Performance Analytics Solutions

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 production environment.

Required Performance Analytics entitlement

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 Service Management.

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 Solutions

Performance Analytics Solutions with preconfigured dashboards, indicators, and other configuration records are available for multiple applications.

Individual solutions

Solutions are available for the following applications. The ID for each plugin is listed in parentheses.
Note: For Performance Analytics Spotlight solutions, see Out-of-the-box Spotlight solutions.

ITSM Dashboard solutions

The ITSM Dashboards plugin ( activates the following solutions, along with a set of additional dashboards:
  • Change Management (
  • Problem Management (
  • Request Management (Requested Item) (
  • Knowledge Management (
  • Incident SLA (
  • Incident Management (
    Note: Incident management content is available by default with Performance Analytics in a limited version.

Activate a solution using guided setup

Activate and set up a Performance Analytics solution quickly and consistently using the guided setup for that solution.

Before you begin

Role required: admin

About this task

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.


  1. Navigate to Performance Analytics > Guided Setup.
  2. Click Get Started.
  3. Scroll to the application you want to set up a solution for, such as Incident or Customer Service.
  4. If the plugin is not yet active, guided setup is locked until you activate the solution plugin.
    Note: A user must have the admin role to complete these steps.
    1. Click View plugins.
    2. Click the Activate/Upgrade related link.
    3. Click Activate.
      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.
    4. After the plugin is activated, close the plugin window to return to guided setup.
  5. Click Get Started for the application you are setting up.
  6. 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 Help menu.