Build a performance
management approach for
ServiceNow
Frequently asked questions
Updated: July 2024
Asset number: 0003961
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© 2024 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered
trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective
companies with which they are associated.
Table of Contents
Definition.................................................................................................................................................... 3
Process/implementation ......................................................................................................................... 3
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© 2024 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered
trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective
companies with which they are associated.
Definition
How should I approach performance management?
The best performance management initiatives use metrics to inform strategic decisions, guide
day-to-day work, and track progress toward defined goals. You should define two different
types of metrics:
• Metrics that measure performance against a defined goal
• Metrics that give insight into progress and risks
Also, do what it takes to communicate relevant metrics effectively to the right stakeholders so
they can act.
Metrics are a means to implement a performance management process that encompasses
selecting and tracking the right metrics and putting decision-making capabilities in place to
achieve organizational goals.
Process/implementation
How do I select the right metrics to manage performance?
Any time your organizational goals or strategy evolve and/or when your use of the Now Platform
changes, review your metrics. Start by understanding your organizational context so you get a
clear view into the business outcomes you want to achieve with ServiceNow, along with the
information that stakeholders need to deliver those outcomes.
Your executive sponsor(s), ServiceNow platform team, service and process owners, and front-line
employees (e.g., service desk agents) all have decisions they need to make that are relevant to
your outcomes. These decisions can be informed by metrics. Interviews with your stakeholders
can shed light into the metrics that will be most useful to them.
How many key performance indicators (KPIs) should I have?
Define no more than three KPIs to measure performance for each business outcome your
organization expects to realize with ServiceNow. The KPIs you select should:
• Capture the most important outcomes you expect
• Clearly indicate the activity or process you’re measuring
• Be supported by your stakeholders who agree that they’re the best indicators of success
• Be consistently defined and interpreted for all stakeholders
What other KPIs should I have?
After you set the KPIs for your business outcomes, define KPIs for:
• Adopting specific capabilities as well as the overall platform
• Now Platform health
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© 2024 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered
trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective
companies with which they are associated.
How do I define the leading indicators of progress or risk?
Work with process and service owners to identify the best metrics for tracking activities or
milestones that support your outcomes, adoption, or platform health. You can surface leading
indicators by asking these questions:
1. What short-term activities or milestones are critical to realizing our outcomes?
2. What information do we need to determine if that activity or milestone is on or off track?
3. What other information could predict and influence our ability to realize our outcomes?
This table shows an example of KPIs and typical leading indicators in the IT space.
KPIs (outcomes) Leading indicators
Fewer incidents caused # of changes per week or month
by changes
# of unscheduled changes
% of tests completed per change on average
Faster MTTR Incident/problem/request average response time
Average close time of incidents/problems/requests
Average resolution time of incidents/problems/requests
Number of incidents/problems/requests closed per agent per week
# of incidents/problems/requests resolved on first contact
% of incidents/problems/requests closed same day opened
% of incidents/problems/requests resolved on first contact
Shift work left to a lower and % of open incidents/problems/requests that were escalated
more cost-effective service
tier Number of knowledge articles marked helpful
What ServiceNow capabilities can I use to build our approach?
You can build dashboards for stakeholders to consume metrics and make informed decisions.
Use ServiceNow Performance Analytics to build ServiceNow performance dashboards—you can
measure performance in real-time, use OOTB dashboards optimized for ServiceNow workflows,
and keep data in the Now Platform for improved security.
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© 2024 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered
trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective
companies with which they are associated.