PA Essentials:
Indicators (KPI):
Defines a specific measurement you can count or calculate to assess the process performance and forecast future trends.
The Number of open incidents indicator below returns a count of all open incidents.
Analytics Hub (Scorecard):
An exploratory view of an indicator used for more detailed analysis. It lets you see trends, predictions, breakdowns, and the associated records for a specific indicator.
The Number of open incidents indicator Analytics Hub below allows you to scrutinize all indicator data collected so far.
Breakdown:
The ability to group (or break) indicator scores by a qualitative attribute such as Priority, Category, or Assignment Group.
The Priority breakdown is applied below to the Number of open incidents indicator data. As a result, each set of incident priorities - Planning, Low, Moderate, High, and Critical - is visualized separately in its own trend showing performance across all incident priorities.
Data Collector:
The engine that takes periodic snapshots of your process tables and stores them in the Scores and Snapshots tables for performance analysis.
The [PA Incident] Daily Data Collection job shown below runs daily and populates data for multiple indicators. Using the indicator configurations, this collection job creates the queries that retrieve the right set of records from the incident table.
Widget:
A reusable view of the indicator score which can present data as a single value, a historical trend chart, or using one of many other visualizations. You can arrange widgets and place them on the dashboard canvas as desired.
The two widgets shown below visualize the Number of open incidents indicator as a Time Series (historical trend) and a Single score.
Dashboard:
A collection of Widgets that together describe a process or service behavior and target a specific audience.
The Incident Management dashboard below contains Incident Management - related visualizations of different types - single score, breakdown, scorecard, etc. The widgets are logically organized in several tabs and together paint a picture about the overall health and performance of the Incident Management process.
KPI Composer:
Create custom KPIs based on the business needs.
KPI composer is available on the SN store.
Learn more about KPI composer: https://nowlearning.service-now.com/lxp?id=overview&sys_id=63a2795cdb4aa41413049a82ca9619b5&type=course&_ga=2.75345809.208058421.1621689123-1191320641.1612274945
Note: OOB Indicators/KPIs available: https://docs.servicenow.com/bundle/quebec-now-intelligence/page/use/dashboards/concept/pa-content-pack-indicators.html
CONFIGURING PA:
Source Verification:
For most applications (Incident, Problem, Change, Request, etc.), there are usually three Indicator Sources of interest:
<Application>.New: Contains process records created on a specific day. Determine if the Source uses the correct time stamp fields for your process.
<Application>.Open: Contains records open on a specific day. Determine if the fields that come with the out-of-the-box indicator sources provide the correct measurements for your organization's processes.
<Application>.Closed: Contains records closed on a specific day. Make sure that the Indicator Sources provided with the out-of-the-box content are really pointing at the fields you want to use to measure the performance of your processes.
Run Historic collection:
Historic collection should be run only once, when you install and configure Performance Analytics for the first time
Be aware that Breakdown trends (States, Assignees, Categories) are not always accurate as a result of a historic collection
By default, the historic Data Collector Job collects the last 60 days of data for the indicators specified in the job. Configure the job to collect more historic data if you want to go back further in time.
Activate daily collection:
A Daily collection is an Active job that is configured to run every day
Once configured, it automatically populates daily metrics into the Scores tables
A Daily collection can accurately capture changes in Breakdown trends
Data collection job is crucial for the PA to work effectively.
Always verify correct completion of Data Collection by checking the Job Logs!To do that, navigate to Performance Analytics > Data Collector > Job Logs and check the job State.
Few examples:
TIME SERIES EXAMPLE:
Create a new dashboard
add widget > Performance Anaytics > # new time series
After the widget is added to dashboard, configure it
Add an indicator like 'Number of Open incidents'
You can also modify the color/chart type/include forecast/include target, etc
The Scheduled job can be run from the 'Jobs' RL.
Additional indicators can be added from the 'Indicators' RL.
By default, on-click navigates to the 'Analytics hub' (scorecard).
BREAKDOWN EXAMPLE:
add widget > Performance analytics > # new breakdown
Configure the widget, create a breakdown with a name, indicator and breakdown element
For example, Number of resolved incidents, by priority.
Though a particular breakdown is applied, there will be options to choose from at the dashboard too, including chart type and breakdown type.
SCORE EXAMPLE:
Add a # new score widget from PA widget on dashboard
Score needs indicator to be picked
There are 3 templates for visualization
THE DASHBOARD DEPLOYMENT PROCESS:
MY KEY TAKEAWAYS FROM THE PA Essentials course:
Make sure the right analytics packs are installed (Incident, SLA, change, etc)
For each analytics pack, we get a collection of indicators, jobs, dashboards, etc
Make sure the data collection jobs are active and the intervals/run as user are set correctly
Indicators and Automated indicators can be filtered based on the package ID too. For example, to get all incident management related indicators, search for 'package.id is com.snc.pa.incident' or 'package.id is com.snc.pa.change' for change management.
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