New KPIs and cross platform functionality of Benchmarks in Jakarta

[Manjeet Singh]

"How are we doing?" or "How can I perform better" are common questions company leadership asks their IT professionals. Do the IT professionals in your organization have the right metrics to have a good conversation? Or is "We'll get back to you" the standard response?

For organizations looking for a good peer comparison and baseline, the traditional benchmark reports cost thousands of dollars. The accuracy of such reports is questionable because data collected via manually filled surveys can be quite subjective. These benchmark reports fail to provide on-going, real-time trends and comparisons which mean that businesses need to pay consultants to implement and interpret these tools and reports. Overall, this is an expensive undertaking with unsatisfactory results.

We made the first version of Benchmarks available to ServiceNow customers during Istanbul release time frame back in October 2016. Since then, we have received an overwhelming amount of feedback from customers asking for more KPIs, more features, and flexibility to change KPI definitions to align their customized service implementation.

The wait is over now. In the Jakarta release, we have brought real time Benchmarks functionality into Instance. The Benchmarks App is available out of the box for ITSM and ITOM customers.

4 business changing benefits of Benchmarks in Jakarta

1. New KPIs: Here is the list of KPIs available in Jakarta release. We have KPIs from all different processes in ITSM: Incident/Problem/Change/Service Catalog
   

   

   For detailed information about the available KPIs and their definition, see the product documentation topic Benchmark KPIs

2. Mobile friendly UI: Jakarta Benchmarks UI is designed from ground up with new card based layout. This new card layout lets you see the Benchmarks comparison and responsive trend from a single KPI based card view.
   

   

3. Ability to download Benchmarks report for easy sharing with internal teams. This helpful in scenarios when you do not want to give a Benchmarks viewer role to everyone but still want to share how the service organization is performing in comparison with other Industry peers.
   

   

4. Integration with Performance Analytics for easy drill-down and data analysis to find the root cause of any low performing KPI(s).   This integration also allows you to change your KPI definition to map with your custom ServiceNow implementation.
   

The up-to-date Benchmarks comparison is critical to the success of IT Service and support organization. You do not want to wait for a yearly report to ask yourself "how are you doing?". You want to know this now with up-to date benchmarks coming from the live data. Go ahead and opt-in to Benchmarks from your Jakarta Instance.