Willenbrock – 2005

ITSM Analytics is a package of all the ITSM related operational KPIs, data visualization, and dashboard. It helps you understand the performance of your key processes defined around ITSM capabilities. Learn the ins and outs of ServiceNow Performance Analytics, including its capabilities, limitations, and when to use purpose-built BI tools. Almost every process has its own Performance Analytics content pack with predefined dashboards, metrics, visualisations (e.g. ITSM, CSM, GRC, SecOps, ITOM, …) and they are ready to be used with minimum effort. This repository contains real-world ServiceNow ITSM scenarios with automated solutions and scripts for Incident, Problem, Change, Service Catalog, and Knowledge Management. These solutions enhance ITSM efficiency, reduce manual work, and improve IT service delivery in enterprise environments. At its core, ServiceNow IT Service Management is the collection of processes and tools that manage how IT services are delivered within an organization. But in 2025, this definition has evolved significantly. ITSM Pro comes with out-of-the-box Performance Analytics dashboards for incident, change, problem, and request management—and more. You can find documentation for these dashboards here. Discover the power of ServiceNow Performance Analytics with its real-time visibility, interactive dashboards, and actionable insights. Learn how to create insightful reports and leverage best practices for maximizing the effectiveness of Performance Analytics in driving organizational success. ServiceNow Performance Analytics is a feature that generates transparent and real-time insights into your ITSM workflows. Such process visibility helps you to drill down into service performance, identify the soft spots, and take necessary steps to boost your ITSM performance. One tool within ServiceNow that stands out in helping achieve these goals is Performance Analytics (PA). This powerful feature offers deep insights into your organization’s performance, enabling data-driven decisions and strategic improvements. In this guide, we’ll not only walk you through how to create a ServiceNow report but also show you when to consider moving beyond standard reporting and explore more sophisticated analytics tools.

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