Performance Analytics

Deployment Guide - Tokyo Release

Speaker Name
Asset number: 0003022

September 2022
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Agenda

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Agenda

Performance Analytics overview

Prerequisites

Instance preparation

Process configuration

Core product configuration

Implementation and testing

Measuring success

Continual service improvement

Additional resources

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Performance
Analytics overview

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Overview – Performance Analytics Deployment
Guide
This presentation provides you with:

• Deployment guidance

• Configuration considerations

• Links to additional resources

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Key concepts and terminology

To gain a basic understanding of Performance Analytics (PA) concepts and terminology,

reference this overview.

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Prerequisites

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Roles and understanding prerequisites

• Roles
– PA Administrator – individual who has been granted the pa_admin permissions
– ServiceNow System Administrator – individual who will execute the initial PA core setup
and configuration
– Other roles information can be found on the Performance Analytics Roles page on the
ServiceNow documentation site
• Overall understanding of PA is addressed in the Understanding Performance Analytics page
provided on the ServiceNow documentation site

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Technical prerequisites

• Data Quantity: There must be enough records and subsequent data within the records to be
collected and processed by PA
– Minimum of two months of actual production-generated records is recommended - the greater
the existing record/data count, the better the PA results will be
– The data that PA will collect must coincide with the parameters of the license agreement
• Data Quality: The records and subsequent fields within the records should be consistently
populated with data
– For example, if a particular field has only begun to be populated by users within the last two
months and this field has existed for six months, there will be a record count/field mismatch
– Data disparities such as this should be addressed before starting a PA implementation;
however, if these disparities are not known or correcting them in advance is not possible, PA can
be used as a tool to highlight these data disparities
• Training: At a minimum, all PA team members should take the
Performance Analytics Essentials Course before they begin their PA deployment. This course
provides basic terminology and a functional product overview

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Instance
preparation

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Architecture Blueprint

• The Architecture blueprint describes the inherent functionality of the product and outlines the
technical components in the form of a diagram
– Download a copy of the Performance Analytics Architecture Blueprint
– Keyword search: Blueprint, Performance Analytics
– User must first be logged in to the Now Create Portal to download the blueprint

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Sub-production instance

• Definition: A recent cloned copy (data less than five days old) of the production instance
where you will perform the PA implementation
• Capture all implementation work in a designated update set which will aid in the eventual
migration to the production instance
– Working in an older instance (greater than five days old) and with stale data or non-
production test data is not recommended as this data will not visually render and/or
calculations and measurements of this data will not be accurate

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Production instance

• Definition: Your company's current ServiceNow Production instance

• Requirements
– PA environment is configured and working properly in the sub-production environment
– PA environment is ready to be migrated to production
– Configuration steps are performed by a System Administrator
– Update Set migrated by a System Administrator
• Perform the same PA configuration steps performed in the sub-prod instance before applying
any PA update set(s) created in the sub-prod instance

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Process
configuration

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Process touchpoints/walk-through

• Performance Analytics, in and of itself, is not considered a process, but rather a specialized
application to report business process KPIs
• Once PA has been configured and is actively collecting the out-of-the-box KPIs for the
applicable processes contained within the core applications (ITSM, HR, CSM), the business
owners of each process should review their respective KPIs and determine if their out-of-the-
box KPIs are sufficient for their needs

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Business decisions/stories (Output)

• In order to make business decisions and create new stories for Performance Analytics:
– Activate PA and the out-of-the-box content/KPIs that apply to your Pro license
– Understand how PA renders out-of-the-box KPIs in its dashboards
• Once Business and Process Owners see how PA can render visualizations based on their own
process records and data, they will have a better idea of any additional KPIs they may want
to add/build
– Reference the Continual Service Improvement section in this presentation

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Core product
configuration

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Configuration steps

• The steps to perform the core/foundational configuration for PA are included in the
PA Virtual Deployment Guide
• Note: The virtual deployment guide only covers the basic setup and implementation of
Performance Analytics. To learn more about advanced PA topics, visit the
Analytics, Intelligence, And Reporting Community

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Implementatio
n and testing

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Implementing Performance Analytics

• Refer to the Performance Analytics Virtual Deployment Guide for implementation steps
– Located in the Analytics, Reporting, And Intelligence Community
– To get started with implementing PA, refer to this page
• First, review the webinar and the videos on this page, then execute the tasks outlined within
each of the three main steps of this online guide:
– Activate
– Configure
– Analyze

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Testing Performance Analytics

• There are several validation steps to perform when implementing PA

– These steps are included within the content of the PA Virtual Deployment Guide
– Specific troubleshooting areas are addressed in the Advanced PA Topics
• Besides providing the PA implementation instructions, the
Analytics, Reporting And Intelligence Community is a valuable resource for your PA
implementation team
– The community is regularly updated with new features, functionality, troubleshooting, and
“Office Hours" webinars on how PA solutions might be applied within your organization

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Measuring
success

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Providing value

• Performance Analytics provides value by providing insights, trends, and KPIs of business
processes within an organization
• PA can also render value realization dashboards
• The success and adoption level within an organization depends on the effectiveness of the
KPIs it is tracking, trending, and forecasting
• A strong adoption of PA is a good indicator that an organization is using effective KPIs that
map to your organization’s strategic and business goals
• To address the effectiveness of KPIs, reference the Continual Service Improvement section in
this presentation

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Continual
service
improvement

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Innovation and improvements

• To fully realize the value of Performance Analytics, the following questions need to be
addressed on a regular basis:
– How do we use PA effectively and drive its use within our organization?
– How are we going to align PA with our business goals and objectives?
– How are we going to use PA to help our organization realize the value of our ServiceNow
investment, the value of our people, and the value of the work they perform?
• These are no simple answers to these questions. To help address this, ServiceNow has
developed and recommends the KPI Composer tool

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KPI Composer

• KPI Composer ensures that your

performance management strategy aligns
with business goals and has support from
executive sponsors
• Use KPI Composer to bridge the gap
between defining your performance
measurement strategy and the realization
of that strategy from within PA
• Start with your business goals and plan all
your components through indicators up to
the final dashboard

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KPI Composer (Continued)

KPI Composer helps elicit performance management requirements and drive stakeholder
alignment by visualizing implementation objectives, desired business outcomes, and required
technical deliverables in a concise visual summary.

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KPI Composer (Continued)

• KPI Composer is a free tool that is available for download via the ServiceNow Store
• To learn more about KPI Composer, reference the KPI Composer Post in the ServiceNow
Community, and on the ServiceNow documentation site, here

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Additional
resources

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Performance Analytics resources

• ServiceNow Docs Site – Contains version-specific installation and configuration details for
Performance Analytics and how to use PA features
• Analytics, Intelligence, And Reporting Community
– View online implementation guidance
– Review the capabilities of the PA out-of-the-box features
– Office Hours: PA Deep-Dives webinars (live and archived) to enhance your skills and knowledge
of PA topics
– Review helpful posts or post your own questions and success stories
• Now Learning – Review PA courses and training paths to ensure your Team gets the training
they need
• Now Create – Take advantage of PA deployment Success Packs, assets, and project methodologies
(Note: Must be logged in to the Now Learning portal)
• Need help or personalized guidance from ServiceNow? Contact your Sales Executive to learn about
our tailored service offerings and training options for your team

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Questions?

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Thank you