Organizations are engaging ‘Data Scientists’ to work on the performance analytics manually to enhance service delivery efficiencies. To enhance service delivery capabilities ServiceNow comes with a customizable live module called performance analytics (PA), which adds value to the organizations in terms of analytics and helps in continual process improvement.
Why the Need for Performance Analytics?
In the age of information revolution, data is a crucial aspect of any business logic and extracting intelligence information is the key to successful business decisions. Despite having all the technology in place for gathering a huge amount of data, businesses have been struggling to extract value or information out of it. This is either due to lack of, understanding on methods or knowledge on picking up the right intelligent tools to derive analytics from these huge chunks of data.
The analytics reports are crucial for the business to improve agility, deliverables quality, demonstrate business value, and most importantly effective utilization of resources to optimize costs.
Especially in the age of consumerizing service delivery process, to stay in tune with the user(employees/stakeholders) expectations is crucial. In this scenario, to boost up the service-satisfactory index predicting of user trends and regulating the service delivery processes accordingly is the must. Doing so can empower the users to constantly stay in tune and accordingly tune their efforts towards the attainment of business strategic objectives and goals.
To solve all these challenges, ServiceNow comes with robust performance analytics suit. This drives the overall efficiencies of the business decision process while ensuring high service-experience Index.
What is ServiceNow Performance Analytics?
As defined by ServiceNow, “Performance analytics drives business transformation by enabling businesses to track, aggregate, and visualize key performance indicators over time, rather than reporting on a point in time. It ties people with better data in less time and helps them focus on the things that really matter.”
Figure: ServiceNow’s Performance Analytics Delivery ProcessWhat to Expect from ServiceNow Performance Analytics?
Performance Analytics provides a real-time view of our IT KPIs to make smarter decisions that drive customer satisfaction, improve quality, and keep employees engaged."
Chris Bedi, CIO, ServiceNow
ServiceNow Performance Analytics comes with robust capabilities in extracting intelligence out of the business data. Here are some of the key abilities that ServiceNow performance analytics offers to businesses:
1. Predict Trends
ServiceNow platforms continuously track and compare the past and current performance parameters. Then predicts the probable solution either to fix up the problem areas that may occur, predict trends to concentrate and suggest ways to boost up the performance to the next level. This way, ServiceNow’s performance analytics platform with it's actionable insight upscales the efficiency while optimizing the business costs and modernizes the service delivery process.
2. Better Resource Utilization
Most of the projects fail not due to lack of resources, but failing to use the available resources in the right time and the right place. In this case, to understand the resource capacities ServiceNow platform makes use of predictive intelligence along with performance analytics to constantly research about each resource capabilities. The research data is provided to the business teams to choose the resource with the right skills set and rapidly adjust the service coverage to where it’s needed the most.
3. Align Service Objectives with Business Goals
In the trend of the experience-as-a-service economy, alignment of service objectives with the overall business objectives is mandatory. In such a situation, ServiceNow’s performance analytics comes with close to 350 predefined KPIs that enable businesses to gain deep insights into the quality of business services and processes. This enables the businesses to measure the extent to which service objectives are aligned with the business objectives/goals. This way performance analytics helps businesses to strengthen the overall business strategy and drives the service delivery operational efficiencies at controlled operational business costs.
4. Continual Service Delivery Enhancement
ServiceNow performance analytics is a plug and play module which can be easily integrated with any of the ServiceNow application areas to ensure continuous service delivery enhancements. To ensure this the platform comes with performance improvement, time charts, analytics, troubleshoot mechanisms, drill-downs, and responsive dashboards. These parameters aid the business to locate roadblocks in the service delivery process, plan the improvements and validate the decisions you’ve already made by seeing how they affect the performance.
