If you can measure it, you can improve it.
This is the very basis of optimization, no matter the application or use case. Unless you can measure your performance, how do you know if your plan and goals are working? Quite simply, you don’t.
That’s where ServiceNow Performance Analytics can help.
ServiceNow Performance Analytics provides secure, simple access to key performance indicators (KPIs) and metrics that companies can use to proactively optimize business services, improve processes, and align with organizational goals. But how does it work, exactly? It leverages the trusted, in-platform data to give companies real-time, actionable numbers needed to make business decisions.
Analytics are critical to any digital transformation journey, enabling businesses to set, track, and analyze progress against defined goals.
Delivering insights in an instant. People can get relevant, personalized insight with a click of a button instead of exporting data from databases and spreadsheets, and manually creating reports that quickly become stale and outdated.
Establishing a single version of truth. By defining visualizations and ensuring they’re based on consistent, accurate data, you provide a single version of reality that teams can use to drive positive change.
Accelerated time to value. You can implement performance analytics in weeks rather than months to quickly take advantage of data insights.
Driving toward continual improvement. Performance analytics can help you pinpoint areas for improvement and take action using key indicators, mobile-enabled scorecards, time charts, drill-downs, and dashboards.
The rise of embedded analytics
When performance analytics are confined to the business analysis office, data doesn’t necessarily reach everyone who needs it. That’s why modern analytics are increasingly embedded analytics, meaning they’re accessible from the applications employees use every day. For standard insights and reporting, embedded performance analytic solutions are the most feasible because they can be deployed out-of-the-box and include situational context to make analysis more approachable for non-technical users.
For example, when a new ticket comes into the help desk or service center, an IT manager can use the service management platform to see who is available to resolve it and estimate likely days to completion. It’s a simple concept, but the execution of this means being able to pull and aggregate billable hour information, workload and previous ticket statuses, skills and certifications, and other key data points.
I mention IT ticketing first because that is the historical root of the ServiceNow platform, but today there are so many more branches that analytics apply to. What about when a new business contract is signed? In this case, the VP of Sales can see which rep made the sale and how key metrics (like sales by region and industry) have changed. This type of data is great to have in real-time, but the historical view of this can be just as valuable when it comes time for performance reviews.
Best practices for adopting performance analytics
Even though the ServiceNow solution is designed to be used out of the box for both technical and non-technical users, it’s still important to make sure you’re approaching your analytics with a clear plan and set of goals. These best practices can help you achieve performance analytics excellence throughout your organization.
1. Plan. Identify the desired outcomes of performance analytics by talking to key stakeholders. Important issues to consider include: What questions should analytics answer? What decisions will be made based on the data? What actions, and by whom, should be taken as a result of analytics?
2. Focus on data quality. Make sure that answers to your questions can be found in your source data. Don’t rely on analytics solutions to provide data where it doesn’t exist. Ideally, you will identify multiple high-quality data sources for embedded analytics to draw upon.
3. Define visualizations based on the needs of key stakeholders. Revisit the questions defined in the Plan step, and identify the decision-makers for each question.
4. Adjust and revise. Remember, dialing in performance analytics for key stakeholders is an ongoing process. It may take time to get it right, and analytics will almost certainly need to evolve as your organization’s business objectives change.
5. Advocate and amplify. Share your performance analytics successes with management and business units that haven’t adopted it. Detailed case studies can quickly demonstrate how performance analytics deliver tangible business benefits.
Read how these best practices were applied within ServiceNow itself as part of their Customer Service Management analytics. Ian Cox, Sr. Director of Internal Applications at ServiceNow, knew that the company had to live up to the promise of serving customers with the fastest service possible with “non-stop cloud”. This wasn’t going to happen if they were using out-of-date information or if the right people weren’t seeing the right data.
“We had all the operational data, but we needed to understand what it meant. We needed a global view of how well we were performing so we could measure our progress. And we also needed to drill down into that operational data, analyzing it to identify problems and opportunities. That’s what Performance Analytics does.” – Ian Cox, Sr. Director of Internal Applications at ServiceNow
Download the full eBook to read about their new “red-line” dashboard and how Performance Analytics changed their Customer Service model.