Performance Analytics 202: Achieving continual service improvement

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Session Code: LAB1612

Presenter(s): Dale, Matt

Company(s): ServiceNow, ServiceNow

Abstract:

Focusing executives, service owners, and front-line workers on the same business outcome is not an easy task. This lab is an end-to-end look at how you can use leading and lagging indicators with Performance Analytics to build dashboards tailored to each type of stakeholder, ensuring all levels of the organization are working together to achieve your desired outcomes.

You’ll create and manage indicators with targets for executive dashboards while using time series charts with indicator relationships, breakdown dashboards, and workbenches to deliver service owner dashboard needs. You’ll use text analytics and Spotlight to provide front-line workers with dashboards that connect to the executive-level goals. We help you walk away knowing how to deliver the perfect set of indicators and dashboards to help each persona stay focused on achieving organizational objectives. Finally, we show how Virtual Agent, Agent Intelligence, and Performance Analytics can provide 24/7 contextual information to the end user such as expected process throughput times and backlog. 

Prerequisite: None. This is technically an easy to follow lab with critical business thinking.

People who should attend: Process Owners, Service Delivery Managers, Operational Managers, Continual Service Improvement Managers, ITSM Solution Architects, agent team leads.

URL: https://developer.servicenow.com/app.do#!/event/knowledge19/LAB1612