Context
The client needed better visibility into their ITSM performance within ServiceNow. They were unable to track SLA compliance, resolution speeds, or operational trends across Incident, Request, Change, and Problem processes – resulting in delayed decisions and a lack of accountability.
Our Approach
We implemented Performance Analytics across the core ITSM processes to deliver meaningful, real-time insights. The solution included:
- Designing interactive dashboards with real-time and historical data across Incident, Request, Change, and Problem records.
- Creating custom breakdowns by Service, Service Offering, and Assignment Group to support detailed analysis and ownership.
- Enabling team-level visibility and accountability through shared, role-based dashboards and reports.
- Defining actionable KPIs, including:
- Incidents opened/closed per month
- SLA breaches (count and percentage)
- Mean time to resolve/respond
- Reopened incidents
- Change preparation time
- Request standardization rate
Technical components and methods used:
- Performance Analytics Widgets and Dashboards
- Breakdowns and breakdown sources by group and service
- Indicator formulas for calculating SLA, resolution, and reopening trends
- Scorecards for daily performance tracking
- Scheduled data collection jobs for real-time and historical insights
Challenges faced:
- Lack of actionable metrics to identify improvement areas – Solved by defining clear KPIs and visualizing them for each team.
- Low visibility into SLA performance – Resolved with dedicated SLA dashboards for tracking and escalation.
- Difficulty identifying service trends – Addressed through breakdowns by Service and Assignment Group.
Results
- Full visibility into ITSM performance with real-time and trend-based insights.
- Proactive decision-making based on data-driven reporting.
- Improved SLA compliance and reduced breach rates.
- Greater operational efficiency through team-specific accountability and awareness.
Conclusion
Through the structured use of Performance Analytics in ServiceNow, we helped the client move from reactive reporting to proactive, insight-led IT service management. The dashboards now empower leadership and support teams alike to identify bottlenecks, monitor KPIs, and drive continuous improvement.