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How ServiceNow Uses Performance Analytics to Drive Business Outcomes


We make the world of work, work better for people, delivery digital workflows that create great experiences and unlock productivity. Because everyone at ServiceNow depends on IT platforms to help them to do their jobs, IT needs to take the lead in driving improvements in operations. Let me share an example of how we’re using ServiceNow® Performance Analytics to improve our IT service delivery.

In our personal lives, fitness trackers and other measurement devices and apps display real-time metrics that show us where we are and how we’re performing against our goals. Performance Analytics brings the same capability to our workplace by enabling us to set, track and analyze progress against objectives that match the function they support. It connects our people with better data in less time, helping us to focus on the things that really matter and make better decisions to affect outcomes.

Initially, like in many IT organizations, measuring IT key performance indicators (KPIs) at ServiceNow was virtually all manual. We’d compile data into spreadsheets and send it to the service owner, who would scrub and analyze the data and paste it into PowerPoint for review. In management review meetings, if the data were challenged or unclear, we’d leave with as many questions as decisions. We knew there had to be a better way.

At first, we simply used the native reporting capabilities of our IT Service Management (ITSM) solution. But now Performance Analytics enables us to go much further by providing actionable data and a real-time view of our KPIs. For example, when a new ticket comes in, an IT manager can use the service management platform to see who is available to resolve the issue and estimate likely days to completion. Since Performance Analytics is embedded within our IT Cloud Service, we can also generate dashboards and reports on the fly, revealing patterns and correlations in our service metrics, and giving us the additional context to make better decisions with confidence. Leading indicators also allow us to get a handle on a issue before it becomes a problem and improve areas that were once blind spots.

The following metrics demonstrate the value that Performance Analytics has brought to our IT service delivery processes:

  • 54% reduction in average resolution time
  • 80% reduction in incident SLA breaches
  • 3,800 hours saved per year through real-time reports and dashboards
  • $225,000 saved annually by automating data collection and reporting

With Performance Analytics, we’ve seen solid improvement in three top-priority areas for IT:

  • Business velocity – By providing real-time visibility into key IT metrics, Performance Analytics lets us to identify hot spots sooner and resolve issues more quickly. That means improved system availability and fewer disruptions and delays for users, and that helps drive the business forward.
  • Actionable insights – The intelligence provided by Performance Analytics’ reports and dashboards (see screen shot) saves us thousands of hours of manual effort each year and has made review meetings much more productive. Rather than burning cycles compiling data and formatting reports, we spend our energy reviewing metrics, making decisions, and driving improvements in our business.
  • Customer experience – Performance Analytics enables everyone involved in a service to work in unison to drive it forward. In combination with ITSM, senior leaders now have the visibility they need to know whether the service is performing as it should. Incident process owners can monitor KPIs to know whether targets are being met and get the proactive data to drive targets before they become breached. Finally, everyone working on the process is focused on the right things and can input the correct data needed by the incident process owner.

Although this example was about IT, Performance Analytics is delivering benefits across many departments at ServiceNow, helping our employees make better decisions and track against goals – at the strategic, operational and individual level.

I look forward to sharing more Now on Now examples of how we’re using the Now Platform® to transform every corner of our company.

Topics

Featured

  • Implementing agile IT service management on a cutting-edge platform
    10-16-2019 ServiceNow customer, Danske Bank, adopted a strategic approach in their service management team. As the largest bank in Denmark and a major retail bank in the Nordics region, they serve 3.5 million retail customers. They have seen tangible evidence of the positive impact of digital workflows and the seamless experiences.
  • Always Be Closing finance
    Service Delivery and Management
    Delivering great service to employees is the first step to improving employee experience
    10-14-2019 The primary audience for HR technology has shifted. It’s no longer HR. They are secondary. Employees are now the primary audience. And while the latest cloud HCM systems can help transform an organization’s HR operations, if you want to improve the employee experience, taking an employee-focused approach to service delivery is the best place to start.
  • At the Tech Lounge, the human touch makes all the difference
    10-11-2019 Director of IT Service Management Mirza Baig and his IT team created the walkup Tech Lounge- a space where employees get personalized attention on complex tech issues. As ServiceNow works on automating many common requests and providing easy to find, self-service options, the IT Support technicians have more time to focus on the tough cases.
  • Strategy
    Lessons from a Top CIO
    10-11-2019 How does a seasoned CIO lead a digital transformation? She makes friends. Great ideas aren’t enough for a CIO to succeed in leading a digital transformation, says Teri Takai, the former CIO of the U.S. Department of Defense, the states of California and Michigan, as well as Meridian Health Plan. In her 40+ year career, she has had to build consensus, prioritize projects that would advance the organization’s overall goals, communicate often, and practice a lot of patience. Read more tips from Takai on WorkflowQuarterly.com, as well as other CIOs, or watch the embedded video.

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