Performance Analytics - Use Case Test Guidance

Performance Analytics

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Performance Analytics - Use Case Test Guidance

Performance Analytics

Uploaded by

Bharathi

We take content rights seriously. If you suspect this is your content, claim it here.

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Performance Analytics

Use Case Test Guidance

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Use Case Test Guidance
Overview

• The purpose of the Use Case Test Guidance document is to provide guidance on the range
and type of tests that should be applied to Performance Analytics
• Detailed user acceptance tests can then be developed by following this guidance

© 2022 ServiceNow, Inc. All Rights Reserved.

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Use Case Test Guidance
• Use Case 1 – Indicators and Indicator Types
• Use Case 2 – Breakdowns and Breakdown Sources
• Use Case 3 – Historical Data Collection Jobs
• Use Case 4 – Daily Data Collection Jobs
• Use Case 5 – Dashboards and Widgets

© 2022 ServiceNow, Inc. All Rights Reserved.

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Use Case 1 – Indicators and Indicator Types
Indicators
• Statistics that measure current conditions and forecast business trends
• Provide key information on how your business is doing
Indicator Types*
Automated Indicators analyze the performance of a business process that is recorded in
a ServiceNow table.
• They are only as good as the Indicator Sources and the data the indicator source is calling for. Automated
indicators need to have healthy indicator sources
• Check each indicator source to ensure the conditions are working and calling up the requested data
• Check the source tables for any missing/mismatched fields or missing data within the specified fields
Formula Indicators consist of two or more Automatic Indicators involved in a mathematical calculation.
• When troubleshooting, always check the formula itself. For example, one missing bracket in a formula
indicator can produce limited, incorrect, and/or no expected results at all

* Manual Indicators also exist but they are not as common in Performance Analytics

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Use Case 2 – Breakdowns and Breakdown
Sources
Breakdowns, also known as dimensions, show KPIs on a more detailed level. A breakdown can reflect the
way a company or department is structured or being measured.
When validating your breakdowns:
1. Validate your Breakdown Source
• Is there ample data in the table the breakdown source is calling?
2. Verify the elements (choices) in the breakdown are returning values
• If not, there may not be any data missing for a particular value or there may be a
Breakdown Mapping Issue
3. Ensure there are not too many elements in a breakdown
• This will cause warnings and errors in your data collections and PA may disable a breakdown if it
detects too much data is breaching the parameter rules
• Example: Trying to create a “CI” Breakdown for incident management indicators. There are usually
thousands of CI values that exceed PA’s collection parameters. A better breakdown in this case would
be CI Class since there are significantly less CI Classes than CIs

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Use Case 3 – Historical Data Collection Jobs
PA Data Collections are powered by a data collector that connects to the ServiceNow database to send your
data to Performance Analytics daily on a fully automated basis. There are two main data collections:
Historical and Daily.
Historical Data Collections
In addition to the data collector collecting future scores, collect previous history to:
1. Test the indicators and breakdowns and ensure data is populating dashboards
2. Know where a given business stands historically
Challenge: Sheer amount of historical data to collect.
Solution: Instead of trying to collect 3 years of historical data in a single collection job, break the collection
into mini-collections collecting 1 to 3 months of data. This accomplishes two things:
3. It will usually take a shorter amount of time to collect historical data in chunks
4. You will know sooner if you have any data collection warnings and errors to address

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Use Case 4 – Daily Data Collection Jobs
Daily Data Collections are usually executed once a day to collect scores for the indicators in the job itself
for the previous 24 hours.
• For the previous full 24-hour day, the daily data collection jobs should be scheduled to execute after
12:00 AM (midnight) daily
– If you have multiple jobs to execute, schedule each job a few minutes apart (i.e., Incident Daily
Collection Job at 12:00 AM, Problem Daily Collection Job at 12:05AM)
• Consider what other long or intensive non-PA jobs may be running
– Non-pa jobs may take priority over your PA jobs and cause delays if too many jobs are being run at
once
– Determining the “sweet spot” to run your early-morning PA job will optimize your daily data collection
jobs
• Once daily jobs are running without errors and warnings for the first time, they will usually continue
– If changes are made to indicators and breakdowns, a daily job could produce warnings and error out
• When changing or creating indicators and breakdowns, place them in a “test job” and run it before
adding the changes to their respective daily data collection job families

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Use Case 5 – Dashboards and Widgets
Performance Analytics Dashboards enable you to display multiple performance analytics, reporting, and
other widgets on a single screen.
Widgets are objects that have been added to dashboards.

Functionality
Dashboards and widgets simply do what they are told.
• If someone can’t view a dashboard, then permissions for that dashboard and perhaps the permissions of
the specific user will need to be reviewed
• Widgets are powered by indicators and associated breakdowns. If there is something wrong with the
indicator and/or breakdown, then there will be something wrong with the widget as well
• Some Widgets, such as the Workbench Widget, require extra configuration and may not populate
correctly out-of-the-box like simple widgets. Double-check all widgets to ensure they are displaying as
expected

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Thank you

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