How do the new KPIs are added to ServiceNow Benchmarks?

[Manjeet Singh]

I am getting this question quite often lately: “What KPIs already exist in ServiceNow Benchmarks and how new KPIs are selected?”

Let me describe the process we use to identify a new Benchmarks KPI for the future release.

KPI Suggestions

KPI suggestion comes from many different sources, here are few common ones:
1. From ServiceNow customers 
2. ServiceNow customer facing teams
3. Internally from other Product teams
4. Reference from other third party Benchmarks

 

KPI Selection

All new KPI suggestion comes to a KPI backlog list. We then go through the following process to select new KPIs for the future release

1. What are the top 5-6 KPI asks from Customer/Internal teams?
2. Can the KPI info be collected automatically for monthly Benchmarks?
3. Is this KPI important enough to large number of customers?
4. Do we have large enough customer cohort to maintain the full data anonymity?

Once a KPI passes through all the above validation checks then it goes to our product roadmap for implementation.

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Do you have any suggestion for some good KPIs that you want to see as part of automated monthly Benchmarks within your instance?

You can leave your suggestion in the comments section below? Or file an enhancement/idea request on HI Service Portal.