Performance Analytics in Madrid – Scorecard becomes Analytics

Just over six months ago I let you in on an upcoming feature that would be coming in future releases. There are still some features under limited release, but the detailed scorecard has finally arrived! And it’s not called the detailed scorecard.

Analytics Hub

Interacting with Performance Analytics Indicators has been done through‘scorecards’ since its first inception. The new name gives you an idea at all the new things that are going to be available as Performance Analytics continues to improve with ServiceNow’s bi-annual releases.

The newly named “Analytics Hub” contains a completely new experience for the familiar user. And to any new user, this will feel considerably more immersive.

Do more from one screen

Changing the look and feel of the chart, adding score labels, trend lines, forecasts and viewing thresholds and targets are now part of the interface, instead of being hidden away under a cog menu. There’s so much more you can do from the one screen, rather than tabbing through differing views, it will make analysis a lot more useful. There is also the ability to add a few more comparison trends (change and change %) as part of the main chart.

Search multiple breakdowns

Breakdowns are much more accessible. When you spend so much time with the data, you can begin to expect all your users know as much as you do. Well, now you can search multiple breakdowns and breakdown elements in a single box. Type “soft” and it will bring up services, categories, assignment groups…anything really! Click on the breakdown and the chart will update to plot the main elements on the screen or click on an element and it will show that trend so you can analyse it further.

Prominent statistics

Statistics are now prominent. These stats were always there, but only if you knew where to look. Now they are summarising the time period you have selected giving you useful numbers like how many scores in the sample, standard deviation, min and max.

Easy comparison

Another tab? Comparison. Compare two dates. What’s the difference, what’s new since then, what’s still hanging around? Performance Analytics could do comparisons from Helsinki, but it was hidden away within the records tab, and if you didn’t know about it, you wouldn’t easily find it. The snapshotting of records at a point in time is a fantastic feature that is now brought front and (slightly off-) centre.

Intuitive improvement initiatives

Finally, if you have ITSM professional it is fully integrated with Continual Improvement Management, to launch an improvement initiative right from the analytics hub. (This was in London as well, but again made more intuitive.)

Formula indicators get an upgrade

Surrounding any indicator in performance analytics are a number of other data points; targets, thresholds, breakdowns, time series aggregations, etc… Formula indicators in PA have been able to access these, but only if you know JavaScript (and that you can use JavaScript in the formula box). But now, all of this dynamic data is able to be used within the formula as part of the interface.

Imagine you want to show the trend in relation to the target. You could hardcode it. But any good target will move as performance improves. What you can now do with formula indicators in Madrid is create an indicator that will ensure as you are reaching your goal, you have a visual prompts to assess if the target needs evaluating, and as you set new targets the rest of the KPI values will remain completely intact in relation to time.

That’s pretty impressive.

You can also dynamically access things like change from the previous score, specify to calculate against a static score like 1st of the year vs today, or a particular breakdown score detail.

Don’t forget about these great features

  1. Probably the best word cloud visualisation I have seen in the data visualisation world; trends the frequency of the specific words as well as displaying word popularity for that day. It supports defining phrases so you can get an idea of how often “password reset” really appears”!
  2. Prioritising work is a very dull thing to do. Spotlight puts all that work on the platform so your teams can get on and do it. If you’re not using it yet, there are some sample spotlight definitions that can be activated from the system plugins that can get you up and running.
  3. I’m sure you use ServiceNow for almost everything, but if you still have one or two systems that you need to view and visualise alongside everything else, external data sources can be defined. Using SQL statements, you can define indicators and breakdowns so you can get a more holistic view of the enterprise.

We’d love to help you get the most out of Performance Analytics on the ServiceNow platform. (I get pretty excited when enterprises start using the full feature set!)

Also, take a look at ServiceNow’s recently released self-paced training introducing Performance Analytics concepts.