ServiceNow Performance Analytics versus ServiceNow Reporting: Spotting the difference. Part Two.

ServiceNow Performance Analytics versus ServiceNow Reporting: Spotting the difference. Part Two.

ServiceNow Performance Analytics

Hello again to our ServiceNow Performance Analytics versus ServiceNow Reporting: Spotting the difference collection! Through cautiously crafted articles, we aim to help you understand the seldom perplexing subject matter of ServiceNow reporting and the way it differs from the ServiceNow Performance Analytics application. We will take a tour of this comparative look at, finally ending up with a solution to the question: Does my agency want to upgrade to ServiceNow Performance Analytics, or are we correct with ServiceNow Reporting?

In the first part of this collection, we explored the talents of ServiceNow reporting and the diverse kinds of calculations it can attain, observed via evaluating these features with what ServiceNow Performance Analytics has to offer. If you continue to need to test out this excellent facts, take a look at it out right here. Though we handiest took an on-floor look at Performance Analytics, we’ll be discussing it in greater element this time.

We may also be going thru Analytics Hub (what it does and the way it merges into our subject matter), pointers for pre-needful information calculations, and their significance.

Lest you forget!

The critical takeaways from Part One of this blog were that Performance Analytics is not an upgrade and higher version of ServiceNow reporting, inclusive of management reporting. ServiceNow reporting has a waste range of reporting capabilities, with a complete kind of charts for showing information. Another superb characteristic is time series trending and evaluation. Standard calculations also are effortlessly taught, whilst for greater complicated ones, you’ll be required to apply ServiceNow Performance Analytics. Hence ServiceNow Reporting and ServiceNow Performance Analytics are distinct abilties and have their advantages. Here you could get ServiceNow ITSM.

So, What is Analytics Hub? How crucial is it?

Analytics Hub is an investigative view of the signs used for elaborative and distinctive analysis. It permits you to look predictions, breakdowns, traits, and associated information in opposition to a specific indicator – unleashing its real skills.

Hence a person can now open a unmarried indicator and execute particular analysis, along side the capability to:

  • Control the implemented aggregation dynamically
  • Make adjustments to the timespan
  • Add trend strains and also view the effects over some time
  • Investigate the results for person breakdowns at the side of control reporting
  • Set character and global objectives and measure overall performance
  • Help provide an explanation for patterns by way of adding remarks towards information factors
  • Forecast consequences relying on past Performance and various different possibilities.

Then, Do I Go To ServiceNow Performance Analytics To Create ANY Advanced Calculations?

Hold it proper there! People finish that Performance Analytics is obligatory for any calculation, but that’s now not the case. ServiceNow Performance Analytics isn’t always a one-prevent store for all of your records and calculations.

What are we trying to mention, then? Earlier, we discussed that ServiceNow Performance Analytics can be utilized to create formulation together with % adjustments closed correctly. This sort of calculation is befitting the skills of Performance Analytics. Over here, we are able to without problems perceive the data to interpret which changes had been closed and while, and peculiarly, whether or not the closed modifications had been successful.

So how will Performance Analytics address a question about “% of incidents that had been resolved in nine hours? Well, in literal terms, if we’re speaking about selecting up the period field of an incident and making use of filters on it, you’re properly to move because the records is to be had and ready for the method. However, it might be that your nine hours are, let’s say, commercial enterprise hours (possibly Mon – Fri 9-6 pm except for financial institution holidays), and you want to freeze the time the incident is put on keep. Rings a bell?

This is a prime instance of the way SLA (Service Level Agreement) elaborations have to be configured earlier than producing reporting through both ServiceNow reporting or Performance Analytics. Separate statistics may be generated for SLAs, and the required calculations will be performed. After analyzing the results, we will decide if our goals were realized or if we need every other mechanism, together with Performance Analytics.

Let’s speak some other state of affairs where you’ll want to calculate the “common period of service of personnel” based on records to be had with the HR person. Each worker’s employment begin date and quit date are to be had, so developing a PA indicator for this is a stroll in the park.

Most will go for the above calculation as prescribed and move on. On the other hand, we add some other step to this process as we feel there desires to be greater transparency. If we had been to create a Performance Analytics indicator that assesses each worker and calculates the length of carrier for every, Performance Analytics could offer an average so as to meet our necessities, however transparency could be misplaced.

When managing the outcomes of any calculation, the consumer have to be empowered to drill down on the end result and notice the calculation and information behind it. In the case mentioned above, we expect a result desk together with user statistics showing each employee’s duration of carrier.

Now, if we’d left this calculation to ServiceNow Performance Analytics alone, we wouldn’t have executed this degree of transparency, and the person might’ve seen the begin and quit date but not the duration for every document. We advise finishing all pre-considered necessary steps to ensure that the favored degree of transparency is performed.

Though we’re supportive of out-of-the-box approaches and keep away from customizations, the “reporting fields” location may be taken as an exception. However, preserve in thoughts the “value addition” detail of fields you are adding for reporting functions. Don’t simply create fields for every feasible calculation. Please create what you want to use and make the maximum of it. Performance Analytics is not a magic wand to calculate anything you require. On the opposite, there are such a lot of matters that you may attain without it. Know your options!

Below are some pointers for pre-needful facts calculations:

  • Add calculation fields consisting of duration in your tables the use of the reporting characteristic fields feature.
  • You may additionally want custom fields with associated scripting as some superior calculations, and ServiceNow capabilities won’t be viable via function fields. In some instances, you could must take a look at custom tables.
  • Some calculations may additionally need Metric Definitions, where metrics allow you to music modifications and construct facts.
  • And in the end, a few calculations require an SLA, surely described and embedded inside the calculation earlier than document technology.

Well, oldsters, that are all from my aspect. I wish to look you soon on my upcoming blogs!


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