Version history for the ITSM ServiceNow Benchmarks application on the ServiceNow Store.

Important: For details on system requirements and family compatibility, view the application listing on the ServiceNow Store website.

Version history

Version 2.2.0 - August 2024
  • New:
    • Benchmarking newly added metrics under
      • Self-solved percentage
      • Call deflection percentage
      • Major Incident related metrics
Version 2.0.3 - July 2024
  • Ability to show KPIs in either list or card view.
  • Downloadable reports of KPI list in PDF format.
  • Ability to filter data by type of industry, number of users, MSPs, or geographic region (the filter is retained when switching between KPI view and trend view).
  • Color-coded KPI comparison (the favorable comparison results for your instance will be indicated with a thumbs-up, while thumbs-down favors global data).
  • Ability to view six months of historical KPI data.
  • Ability to display time values in hours or days (using the sn_bm_client.dashboard_display_unit system property).
Version 2.0.2 - June 2024
Fixed: Walk-up indicators are being benchmarked on monthly aggregation.
Version 2.0.0 - May 2024
  • New:
    • Getting started with Benchmarks
      • Assign roles
      • Benchmarksopt-inandopt-out
      • KPIsopt-inandopt-out
      • Customize the KPI/indicator definition
    • Newly added operational metrics are being benchmarked
Version 1.1.0 - February 2024
  • New:
    • Productivity moments KPI is updated to be now normalized on the basis of active users
      • Productivity moments >Productivity moments per user
    • Productivity moment related KPIs are benchmarked after being normalized on the basis of active users
      • Productivity moments per user
        • Productivity in search per user
        • Productivity in routing per user
        • Productivity in fulfilment per user
Version 1.0.1 - November 2023
TheServiceNow 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 and to the industry top performers.