How to resolve incorrect or missing Benchmarks KPI issue using historical collection job?

[Manjeet Singh]

ServiceNow Benchmarks report explain your KPI performance, provide monthly Benchmarks comparison with peers (a group of companies like yours), and provide customized insights and recommendations to help you maximize your continuous improvement goals.

Situation:

Once you have manually opted into Benchmarks, it may happen that data for some or all KPIs may be incorrect or missing. This is usually caused by customization in table and field on your instance.

Solution:

Follow these three steps to resolve this issue:

(Required Servicenow version: Orlando and above)

Step1: Verify and align KPI conditions to more accurately represent the data

If historical data needs to be collected because previous data is inaccurate, the correct configuration may not necessarily be what comes OOTB. 

For example, if the customer uses a field other than 'resolved_at' to determine when an incident record is resolved, you may have to edit the Benchmarks indicators related to incident resolution accordingly. 

Another example, if your implementation does not use priority 1 incidents, you can change the criteria for high priority KPIs from 1 to 0, which returns more accurate data for your organization.

Procedure:
• Navigate to Benchmarks > Setup and click a KPI to access the KPI conditions.

• Change the conditions, as appropriate to align with your table name and field value.
• To link a Performance Analytics indicator to a Benchmarks indicator, click the Advanced related link.
• In the Indicator Properties section, click the Linked indicator field lookup list.
• Select the corresponding Performance Analytics indicator.

Step2: Run “Benchmarks Historical Data Collection” Job
Once you have validated the KPI definition to align with your customization in steps#1, follow the

below procedure:

• Navigate to Performance Analytics > Jobs

• Open Job name “Benchmark Historical Data Collection”

• Click on the “Execute Now” button.
• Check the execution record in the "Job Logs" related list to see if it has finished.

Step3: Run ‘Copy historical scores from PA to Benchmarks table’
Once historical scores are collected in step#2. Follow this last step to show the updated scores

in your Benchmarks Dashboard report

• Navigate to System Definition > Scheduled Jobs

• Open Job name “Copy historical scores from PA to Benchmarks table’”
• Click on the “Execute Now” button.
• Wait for few minutes and check the Benchmarks -Dashboard for updated scores.

Additional reading:

CIM and Benchmarks blogs: https://community.servicenow.com/community?id=community_blog&sys_id=7ddf6bd0db1980142be0a851ca961950