Servicenow Performance Analytics (PA) Advanced

Take Performance Analytics to the next level.

Performance Analytics enables the monitoring, trending, and proactive improvement of business services using key performance indicators (KPIs) and metrics viewed in role-based dashboards.

This 2-day training builds upon the knowledge obtained in the Performance Analytics Fundamentals course.

Here you continue to build a solid analytics data foundation, model key business process indicators, and design compelling dashboards to help drive service delivery quality and efficiency.

• SNSAF - ServiceNow Administration Fundamentals
• SNPAF - ServiceNow Performance Analytics (PA) Fundamentals

• Review the Performance Analytics Adoption Journey
• Build Bucket Groups and Breakdown Relations
• Configure Scripts for Indicator Aggregates, Buckets, and Mappings
• Apply advanced reporting techniques for impactful data summaries
• Launch and navigate Interactive Analysis
• Apply Spotlight to identify high priority work
• Build Indicators using Platform Metrics
• Implement advanced formula techniques and build Index Indicators
• Set up Text Analytics

Experienced Performance Analytics Administrators and Power Users who already administer and build content for the Reports and Performance Analytics applications.

Adoption Journey

• Review the Performance Analytics use case and stakeholder objectives. Identify the three pillars of Performance Analytics: Responsive Business, Service Improvement, and Data Foundation.
• Lab 1.1: Analytics for Business Applications

Buckets and Scripts

• Introduce the concept of bucket groups and the process for configuring a bucket group as a breakdown source. Discuss scripts and configure a scripted breakdown mappings. Outline best practices for breakdown data growth management.
• Lab 2.1: Bucket Groups
• Lab 2.2: Scripted Breakdown

Breakdown Relations and Security

• Implement advanced use cases for Breakdown categorization and navigation. Configure Indicator, Breakdown, and Breakdown Element-level security options.
• Lab 3.1: Breakdown Relations
• Lab 3.2: Breakdown Security

Reporting Techniques

• Build a Database View, include multi datasets in a report, configure drill-downs, add a Redirect URL, leverage an imported Excel document as a report source, and build Report Ranges
• Lab 4.1: Database View
• Lab 4.2: Multi Data Sets
• Lab 4.3: Data Sources
• Lab 4.4: Report Ranges

Responsive Dashboards

• Use Interactive Analysis, Configure Interactive Filters, Implement Cascading Filters, Enable Breakdown Dashboards, Use Breakdowns as Interactive Filters, Manage Dashboard Performance and Properties
• Lab 5.1: Interactive Dashboards
• Optional Lab 5.2: Interactive Analysis

Spotlight

• Identify key Spotlight capabilities, configure Spotlight Criteria, implement Spotlight reporting, set up Spotlight for Service Monitoring, navigate Spotlight Interactive Analysis
• Lab 6.1: Configure Spotlight for Incident Management

Analytics on Platform Metric

• Define Metric Definitions and Metric Instances, review the Metric Instance generation, configure Metric Instance Reporting, build Metric-based Automated Indicators
• Lab 7.1: Metric Reporting and Trending

Advanced Formula Indicators

• Identify advanced formula use cases, master Formula Indicator techniques and design Index Indicators
• Lab 8.1: Index Indicators

Text Analytics

• Describe the Text Analytics use case. Configure Text Analytics for Performance Analytics Indicators.
• Lab 9.1: Text Analytics