Enterprise IT performance is a crucial indicator of the quality of your internal and external services. Internal services are used by employees, where reliability and responsiveness contribute towards better productivity and reduced stress. It also indirectly benefits your IT department, as fewer performance-related IT service requests will reach your service desk. External services are even more critical as they serve your customer base. When these customers experience slowdowns, service disruption, or complete outages, they may decide to move elsewhere.
Let us explore ServiceNow Performance Analytics, and how your organization can use it to unlock wasted value in your IT network and business processes.
By continuously monitoring the performance health of your network and digital services, you can respond quickly to disruption and proactively mitigate its chances. It will also contribute to service uptime and customer satisfaction, widening your customer reach
Employees will spend less time troubleshooting IT problems and more time doing real work, helping them unlock more value with less effort. This makes the ServiceNow Application an immensely valuable tool for advanced and basic reporting.
After enabling the latest ServiceNow release version, where can you put Performance Analytics to work?
One potential area could include IT service management or ITSM. Take IT helpdesk tickets as an example, where KPIs for incident management includes:
Average age of tickets
Incidents resolved without escalation
Incidents resolved without reassignment
Customer feedback on service quality
Another area to apply the power of analytics is IT operations management or ITOM. Are servers near full capacity and due for upgrades? Could notifications when infrastructure goes offline help your IT team?
Here, implementation of Performance Analytics could help you track uptime, server errors, lost data packets, authentication errors, IT policy breaches, and internal adherence to operational service level agreements (SLA).
The ServiceNow Performance Analytics module is designed to help you to monitor and track server and digital service performance metrics over the long-term. This monitoring will help you identify trends in service usage to improve your resource-scaling response during peak hours, leading to greater resilience and service availability.
Let us explore the business value enabled by ServiceNow Performance Analytics reports:
KPIs and Best Practices Dashboards
Accurate data is the optimal fuel for business analytics, where the higher the quantity and quality of the data, the better. ServiceNow Performance Analytics offers native monitoring of key performance indicators (KPIs), usable with ServiceNow modules and third-party software tools.
This is then loaded and displayed using a visualized dashboard to help you understand resource utilization and other IT performance KPIs at a glance. The result is a screenshot of current performance on your network, accessible in any location or device with interactive dashboards.
Key Performance Indicators (KPIs) enable you to measure performance using historical data, and best-practice dashboard templates can help you start monitoring against KPIs with minimal setup. These templates are available through the Performance Analytics Solutions Library, giving you instant access to robust monitoring and analytics tools in ServiceNow.
Real-Time Data Streaming
As networks evolve and bandwidth increases globally, real-time data streaming is the next step for performance analytics. This involves sharing system logs and user activity data in real time, so you can see the real-time performance level of your IT environment. Then, you can respond in real time, improving availability and the average time to remediation for incidents.
For example, your payment gateway may experience an outage that is preventing customers from making website purchases. Real-time analytics through ServiceNow can monitor all the servers used to host your website and payment gateway, and highlight any network dependencies throwing errors by creating a network map. This provides a clear pathway to remediation for IT teams and reduces guesswork during the troubleshooting process.
For a full overview of network performance and health, try the ServiceNow Analytics Hub. This tool includes Performance Analytics data, allowing you to identify trends and patterns alongside automated predictions and forecasts for individual IT assets, or the entire IT network.
ServiceNow will create indicators that contain filtered record data for singular or grouped assets. This results in unprecedented granular control over your performance analytics and monitoring, making it possible to catch performance problems before they manifest as service disruption or outages.
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