Servicenow Performance Analytics (PA) Fundamentals

Learn to access key performance indicators (KPIs) and metrics for proactive business service improvement.

Performance Analytics provides simple access to key performance indicators (KPIs) and metrics for proactive business service improvement.

In this 2-day interactive technical training, attendees master the setup, configuration, and usage of the Performance Analytics application.

Extensive hands-on exercises are included with each course module to reinforce the lecture concepts and provide practical experience.

Exercises are performed in a personal dedicated training instance.

SNSAF - ServiceNow Administration Fundamentals

• Identify Performance Analytics use cases, architecture, and deployment process
• Navigate the Analytics Hub (formerly the Indicator Scorecard)
• Configure and monitor Data Collection jobs
• Build Automated Indicators to track KPIs
• Enhance Indicators with Breakdowns for detailed data navigation
• Create Manual Indicators and manage manual data population
• Build Formula Indicators for added process and service inferences
• Configure Targets and Thresholds to make process visualization actionable
• Build various Performance Analytics Widgets and Reporting Filters
• Design and populate Dashboards

Performance Analytics Administrators and Power Users who administer and create content for the Performance Analytics application.

Service owners designing KPIs and Dashboard requirements for deeper service insight will also benefit from this course.

Performance Analytics Introduction

• Identify Performance Analytics key functionality, differences from operational reporting, roles, deployment, and key use cases.
• Lab 1.1: Essential Concepts

Data Collection

• Learn the basics of data collection, job configuration, and best practices. Distinguish between daily and historic collection. Discuss data management and retention practices.

Analytics Hub

• Learn about performing a detailed analysis and comparison of Indicator data using the Analytics Hub. View indicator data and statistical summaries, use Confidence and Prediction bands, understand Time series aggregations and Breakdowns, create and view Targets, Thresholds, and Comments.
• Lab 3.1: Analytics Hub Navigation

Automated Indicators

• Configure Automated Indicators and Indicator Sources. Practice form-based and assisted Indicator creation using the built-in Indicator creation workflow.
• Lab 4.1: Automated Indicators

Automated Breakdowns

• Configure Breakdowns, Breakdown Sources, and Breakdown Mappings. Manage Breakdowns using the Breakdown matrix and Breakdown Matrix exclusions.
• Lab 5.1: Automated Breakdowns
• Lab 5.2: Managing Breakdowns

Formula and Manual Indicators

• Learn about Manual indicators and their use cases. Discuss manual breakdowns in the context of manual indicators. Learn about formula indicators and the basics of formula syntax.
• Lab 6.1: Formula Indicators
• Lab 6.2: Manual Indicators

Displaying Actionable Data

• Discover how to refine Performance Analytics data to make it more meaningful and useful using Targets, Thresholds, Time Series, Trends, Breakdowns, and Elements Filters.
• Lab 7.1: Targets
• Lab 7.2: Thresholds
• Lab 7.3: Element Filters

Widgets and Dashboards

• Build dashboards and add widgets to create a role-oriented dashboard. Explore Dashboard Administration, Responsive Canvas, adding Reports to dashboards and using Interactive filters, and In-Form (Context-Sensitive) Analytics.
• Lab 8.1: Dashboards and Widgets
• Lab 8.2: Data Filtering