Analyze and optimize business processes

  • Release version: Washingtondc
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Analyze and Optimize Business Processes

    The Platform Analytics applications in ServiceNow, including Reporting, Performance Analytics, User Experience Analytics, and Process Optimization, are designed to optimize business processes and enhance productivity. These applications enable users to access and analyze data through the Core UI or the Platform Analytics experience, providing valuable insights across various user needs.

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    Key Features

    • Performance Analytics: Tools to improve service delivery and reduce costs through business analysis.
    • Reporting and Dashboards: Access to real-time data and Performance Analytics indicators, with options to drill down into data.
    • Analytics Solutions: Pre-built dashboards and Key Performance Indicators (KPIs) tailored for ServiceNow products.
    • User Experience Analytics: Offers insights into how users interact with multiple ServiceNow applications, including metrics on user engagement.
    • Process Optimization: Automates process flows to identify improvement areas and enhance workflow efficiency.

    Key Outcomes

    By leveraging these analytics tools, ServiceNow customers can:

    • Gain insights into performance and user behavior to drive continuous improvement.
    • Customize dashboards to visualize data effectively and filter information as needed.
    • Identify and address workflow bottlenecks, enhancing overall operational efficiency.
    • Utilize real-time reporting and in-depth data exploration to inform decision-making.

    These capabilities collectively support businesses in streamlining processes, improving service delivery, and making data-driven decisions for better outcomes.

    Optimize processes and increase productivity with the Platform Analytics applications. These applications include Reporting, Performance Analytics, Usage Insights, and Process Mining. Present data through either the Core UI or the Platform Analytics experience.

    Get started

    Select one of these tiles to learn more about these applications, which help provide many different kinds of data to many different kinds of users.

    Platform Analytics experience

    Explore the many options for showing data in data visualizations. Create, modify, and share dashboards. Filter the data that is shown on a dashboard. Receive insights on your dashboards about potentially significant events in the data. Explore indicators of process behavior with KPI Details, and be alerted to significant changes in these indicators through KPI Signals.


    Platform Analytics dashboard showing Incidents by category in a data visualization with a filter being selected.

    Performance Analytics indicators

    Learn how to help your business constantly improve. Plan and implement key performance indicators using Performance Analytics fundamentals. Go further by configuring advanced features, to work directly with data structures as an administrator.


    KPI Details for a Performance Analytics indicator, showing a time series of scores and 6 filters.

    Analytics solutions

    Take advantage of the full set of prepackaged solutions, with dashboards and KPIs available for most ServiceNow products. Several of the applications are can function standalone, thanks to built-in Performance Analytics components. Customize your Platform Analytics Solutions beyond standard table and field data sets, and perform both manual and scheduled data collection for analysis.

    Usage Insights

    Learn about dashboard-based analytics on the usage of several ServiceNow applications. Administrators can get information on user engagement with both mobile and web applications, including user population, retention, and behavior.

    User experience analytics dashboard.

    Process Mining

    Discover ways to streamline your business, find bottlenecks and deviations in workflows, filter and compare processes, and more. A comprehensive listing of Process Mining key terms provides all the notable terminology and their definitions, to assist you in getting the most effective performance from your enterprise.


    Process mining workbench

    Reports and dashboards in the Core UI

    Give administrators and other stakeholders the ability to work with real-time data reports and analyze trends, using Core UI dashboards. Create and define Performance Analytics widgets, and configure the quick-view dashboards that use those visualizations, to suit your data and your business goals. Use the Analytics Hub to perform in-depth data exploration, examine activity over time, compare scores versus benchmarks, and analyze other various targets and trends as optional add-ons.
    Bar report

    Applications and features