Why do you need ServiceNow Performance Analytics?

We use apps and devices, such as fitness trackers, to track our daily activities and ensure that we’re meeting our objectives. We can benefit from the daily, real-time information provided by these devices and make use of them to improve our lives each day. It wouldn’t be logical to provide only monthly reports since it could delay actions which can be taken to boost performance.

Similar to using monthly reports made from spreadsheets to make crucial business decisions isn’t logical also. There’s so much information stored within the company that you won’t be able to decide where to begin. Therefore, a monthly report that is presented in the form of a PowerPoint presentation isn’t likely to provide much value during meetings due to the lack of information pertinent to the meeting.

Why use ServiceNow Performance Analytics:

Create a single source of truth:

ServiceNow Performance Analytics gives you an all-in-one dashboard that lets you can spend more time looking at charts rather than creating charts. Using these charts gives your staff the most up-to-date data to have informed discussions with your customers. The dashboards provide a unifying source of information.

We’ve witnessed it in the action:

The leading company struggled with an absence of insight into the customer’s data. After the implementation of ServiceNow CSM with QBrainX, they reduced the accuracy of customer data from 50 per cent to 10% within one month creating a single source of truth. By leveraging performance analytics enabled with the software, their leadership was able to improve and monitor SLAs and the status of current customer contacts to speed up resolution. Dashboards with crucial views assisted them to cut down on the number of customers lost.

Make a smart decision and set your priorities:

While you evaluate and monitor the effectiveness of your process, you will be able to detect emerging trends. By analyzing the correlation between your primary metric and the subsequent metrics, you can see the effects that your decisions have. For instance, there might be a link between incidents as well as Change Management. A visual using dashboards and analytics would enable you to recognize the relationship. With the latest information, you will be able to make better decisions and set the most appropriate priority and SLAs. You can be sure that you’re making the right measurements on the appropriate scale, and you will know when you’re facing problems.

We’ve witnessed it in real-time:

Leading US-based Fortune 500 company needed more in-depth information and reports on the quality of service, about SLAs that were defined and OLAs. When we introduced employee portals, we provided them with performance analytics to design process improvements and preventive measures. Interactive dashboards, which were integrated into other software, allowed the ability to conduct ad-hoc analyses.

Performance Analytics Stages in ServiceNow:

Stage 1: Define the measures to be utilized and align the company (discover your top metrics)

Stage 2: Learn about and utilize dashboards, indicators, and scorecards.

Stage 3: Collect data and populate scores to produce visual representations of the performance of your company.

Stage 4: Make your dashboard using scorecards, widgets and scorecards to monitor your performance patterns.

Stage 5: Utilizing thresholds, alerts, and indicator systems make use of analytics to enhance the quality of service.

Stage 6: Personalize performance analytics to meet your business’s specific needs.