Benchmarks

Manually collect historical Benchmarks data to analyze the benefits of year-over-year growth when you use the ServiceNow Benchmarks application.

The ServiceNow Benchmarks application gives you instant visibility into your key performance indicators (KPIs) and trends, as well as comparative insight relative to industry averages of your peers and to the industry top performers. You can contrast the performance of your organization with recognized industry standards, view a side-by-side comparison of performance with global benchmarks, and implement recommendations for improved performance.

You can enable or disable a benchmark KPI, and customize KPI conditions. Integration with Performance Analytics provides daily data collection and drill down capabilities on KPI data.

The Benchmarks admin and the viewer roles are introduced with Benchmarks.

The Benchmarks KPI performance chart trend view shows your KPI performance comparison with global data, and provides details about the KPI on the contextual side panel.

The Benchmarks dashboard displays KPI data, performance trends, and indicator scorecards.

Enable Benchmarks for ITSM and configure the settings to track the Benchmarks KPI and the trends.

Domain separation is unsupported in the Benchmarks application. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.

Use Benchmarks for ITSM to get a comparative insight relative to industry averages of your peers and to the industry top performers. With Benchmarks get a quick visibility into your key performance indicators (KPIs) and trends.

Refer to the different roles, dashboard, KPI categories and trends offered by ServiceNow Benchmarks.

The source for the KPIs containing resolved incident data is the resolved_at field in the Incident [incident] table, which may not exist in some environments. In this case, additional configuration is required to use these KPIs.

You can customize KPI conditions to fit the needs of your organization better.

Enable KPIs to use in your data reporting.

Enable Benchmarks by opting in to participate in Benchmarks data collection. With Benchmarks you can compare your organization's performance with that of the recognized industry standards.

You can opt out of Benchmarks at any time. If you opt out, your company usage data is no longer included in the Benchmarks data set, and you no longer see aggregate metrics.

You can drill down within benchmark KPI data for further analysis within Performance Analytics.

Benchmarks KPI data is shown in Benchmarks dashboard built in Next Experience UI. Data includes values for your company instance, and for global data.

Use the ServiceNow Benchmarks application to collect historical data to analyze the benefits of year-over-year growth. View the Benchmarks KPI data and drill down to analyse the performance analytics.