Article

Achieve Operational Excellence with ServiceNow and Performance Analytics

In my last blog post, we discussed how the business uses the principles behind performance management to achieve organizational goals. But no good process is ever complete without a solid tool set to solidify it in an organization. Possessing a tool that the business can work in can encourage not only adoption of the principles, but also allow for an easy way for those managing these processes to see how they are trending towards meeting goals and objectives. ServiceNow can provide these necessary tools.

The ServiceNow Performance Analytics application is the perfect complement to any performance management process. It not only expands the out-of-box reporting solution, which can be very limiting at times, but also allows for an organization to create dashboards and widgets that shows the progress of how they are trending towards meeting their goals.

For example, the dashboard below contains a view of trends of certain metrics that the business deems valuable to meeting their organizational needs.

Performance Analytics dashboard.

Performance Analytics displays these in an intuitive way for users to consume. These dashboards are not only dynamic enough to be able to show multiple indicators on a widget but also have multiple sections of these indicators per dashboard. This is not something that is easily done with operational reporting.

The indicators, breakdowns, and dashboard features available in the Performance Analytics application provide a much needed boost to the ServiceNow reporting functions. It can be used in conjunction with the out of box reporting tool to create a robust reporting solution.

Performance Analytics versus Operational Reporting

While Performance Analytics is a very powerful tool, it does not replace an out-of-box reporting tool or ServiceNow Operational Reporting. Operational Reporting is still a very useful and relevant tool and should be looked as irreplaceable within the ServiceNow suite of applications. However, Performance Analytics enhances these reporting capabilities. The chart below illustrates what group of the business uses and sees the most value in Performance Analytics versus Operational Reporting.

Value of Performance Analytics vs Operational Reporting.

In the chart above, you will notice that Performance Analytics is most valuable to senior leadership. In any business, senior leadership needs more information about the data that the business possesses. For this reason, Operational Reporting cannot provide the level of detail needed for VPs and other executives to be able to accurately view how their business is performing and how much progress is being made on the goals the business has set out to achieve. Performance Analytics can provide the trend charts, targets, thresholds, and dashboards information needed by leadership to accurately make sound business decisions.

Performance Analytics as a solution is the best solution for leadership, on the flip side it does not provide much value for operations employees (Analysts, Technicians, and Managers). For those employees “in the trenches”, the most valuable reports are the ones that do not show long term trends. These are their queues to work with and, ultimately, how they organize themselves to complete their tasks. Dashboards that provide them with queues and counts of current data will help operations employees become more efficient and productive.

Use Case: Staff Optimization

One of the biggest challenges facing today’s IT leadership is having to address staffing issues and questions and making business decisions to remediate them. Performance Analytics is offers the perfect resolution in this use case.

The graphic below demonstrates how we can set up dashboards that show just how efficiently staff are working on incidents, problems, and changes.

Incident efficiency dashboard in Performance Analytics.

On this dashboard, indicators that measure backlogs or averages over a period of time are shown and give not only the current performance of the indicator but also the change in since the last collection period. Leadership can also break each of these indicators down deeper and be able to see not only the organization as a whole but also per group, like in the graphic below:

Group indicator dashboard in Performance Analytics.

In this view, leadership can clearly see the top performers of their organization and the trend over a period of time. A visual target can also be shown to measure progress, like in the graphic below:

Visual progress target.

All of these are key features of Performance Analytics that makes a dashboard like this possible. The features discussed in this section are where the out of box reporting applications fall short and are some of the most desired by leadership to make decisions like hiring more staff, training current staff, and reducing overhead.

Performance Analytics is a robust reporting feature in the ServiceNow application that can really help your business create the dashboards desired and needed by leadership to drive business objectives. If you find yourself wanting to replace your excel spreadsheet gain exposure to dashboards in the ServiceNow tool set, reach out to us and learn about our educatinal briefings at the AHEAD Lab and Briefing Center. We’re here to help you take your reporting solutions to the next level and provide guidance to the solution that best fits your business’s needs.

Request your Enterprise Service Management briefing.