View Maintenance Management metrics

Release version: Xanadu

Updated September 7, 2025

4 minutes to read

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Summary of View Maintenance Management metrics

The Maintenance Management dashboard in ServiceNow provides actionable insights into maintenance cases, their trends, and compliance with maintenance plans. This helps organizations optimize maintenance workflows, reduce unplanned activities, and lower related costs by improving planning and execution.

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Prerequisites

Workplace Central and Workplace Maintenance Management applications must be installed and properly licensed.
A maintenance plan must be created and published, either directly or via the Preventative Maintenance option on the Workplace Central homepage.
The Performance Analytics plugin with premium entitlement must be installed to enable dashboard analytics.
Run the Workplace Maintenance Case Historical Data Collection scheduled job initially to gather historical data for the dashboard.
User access requires either the snwsdmaintenance.manager or snwsdmaint.admin role.

Accessing the Dashboard

Users with the appropriate roles can access the dashboard through:

All > Workplace Central > Workplace Central
Workspaces > Workplace Central, then select the Maintenance Management tab

Key Features

Scorecards

Planned Maintenance Percentage (PMP): Percentage of time spent on planned preventive maintenance versus all maintenance activities, indicating planning effectiveness.
Planned Maintenance Compliance (PMC): Percentage of preventive maintenance cases completed on schedule, reflecting adherence to maintenance plans.
Mean Time to Repair (MTR): Average time to close maintenance cases, measuring maintenance efficiency and process effectiveness.
Number of Open Cases: Total active maintenance cases, where a lower number suggests effective resolution processes.

Reports

Corrective vs Preventive Maintenance Case Trend: Tracks trends to evaluate planning efficiency and identify assets for replacement.
Average Age of Maintenance Cases: Monitors aging maintenance cases to pinpoint delays and improve processes.
Planned Maintenance Percentage Trend: Shows trends in planned maintenance days, helping to identify and address unplanned activities.
Planned Maintenance Compliance Trend: Tracks compliance over time, enabling identification of process gaps and optimization opportunities.

Indicators

The dashboard uses predefined indicator groups and indicators focused on maintenance case counts, ages, and statuses for both corrective and preventive cases. Customers can also add custom indicators to tailor analytics to their needs.

Practical Steps for ServiceNow Customers

Ensure all prerequisite applications and plugins are installed and properly licensed.
Create and publish maintenance plans to generate data for the dashboard.
Run the historical data collection job before first use to populate the dashboard metrics.
Use the provided scorecards and reports to continuously monitor maintenance performance and compliance.
Leverage trends and indicators to identify inefficiencies, improve maintenance scheduling, and reduce unplanned maintenance costs.

Use the Maintenance Management dashboard to get an insight into maintenance cases, their trends, and maintenance plan compliance. These insights enable you to create an efficient maintenance plan to improve workflows and reduce maintenance activities and their related costs.

Prerequisites for accessing the View Maintenance Management dashboard

Ensure that the Workplace Central application is installed. For more information, see Install Workplace Central
Ensure that the Workplace Maintenance Management (sn_wsd_maintenance) application is installed. For more information, see Install Workplace Maintenance Management.
Create and publish a maintenance plan. For more information, see Create and publish maintenance plans and Workplace maintenance cases.
You can also create a maintenance plan record by using the Preventative Maintenance option on the Workplace central home page. Navigate to All > Workplace Central. Select the Preventative Maintenance icon () on the context side bar to create a maintenance plan.
Ensure that the plugin Performance Analytics (com.snc.pa) is installed and that you have the Performance Analytics premium entitlement. For more information, see Install Performance Analytics Content Pack for Agile 2.0
Ensure that the Workplace Central, Workplace Maintenance Management applications and all of their associated store applications have valid ServiceNow entitlements. For more information, see Get entitlement for a ServiceNow product or application.
Run the Workplace Maintenance Case Historical Data Collection job before viewing the dashboard for the first time. For more information, see Run the scheduled job for the Maintenance Management dashboard.

Accessing the dashboard

To access the Maintenance Management dashboard, you must have the sn_wsd_maintenance.manager or sn_wsd_maint.admin role.

Access the dashboard using one of the following navigation paths:
- All > Workplace Central > Workplace Central.
- Workspaces > Workplace Central
Select the Maintenance Management tab.

Workplace Analytics Maintenance Management dashboard

Scorecards

The following default scorecards are available on the dashboard. To see the list of records, select the related card.

PMP (Planned Maintenance Percentage): Shows the percentage of planned days spent for preventive cases vs the total planned days for both preventive and corrective maintenance cases. A high percentage value indicates that more time is being spent in planned maintenance activities rather than unplanned activities.; Calculation:
Planned Maintenance Percentage = (Total number of days taken to complete all preventive maintenance cases for a duration / Total number of days taken to complete all maintenance cases for the duration) X 100

PMC (Planned Maintenance Compliance): Shows the percentage of the total number of preventive maintenance cases completed vs the total number of preventive maintenance cases. A high percentage value indicates that maintenance activities are completed as per schedule.; Calculation:
Planned Maintenance Compliance = (Number of preventive maintenance cases completed/ Total preventive maintenance cases) X 100

MTR (Mean time to repair): Shows the average time taken to close a maintenance case. A low value indicates that the processes for maintenance and the necessary skills to handle them are effective.; Calculation:
Mean time to repair = Average age of all the maintenance cases / Total number of maintenance cases

Number of open cases: Shows the total number of open cases. A low number of open cases indicates your maintenance plan and resolution processes are effective.; Calculation:
Total number of preventive and corrective maintenance cases that are not in closed complete, closed incomplete, or canceled state.

Reports

The following default reports are available on the dashboard. Select the card to see the list of records.

Corrective vs preventive maintenance case trend: Displays the trend of corrective and preventive maintenance cases.; Benefits:
Analyze the trend to understand the efficiency of planning and identify any assets that must be retired or replaced.

Average age of maintenance cases

Displays the average age of corrective and preventive maintenance cases.

Benefits:

Analyze the trend to understand the efficiency of maintenance services and identify the process or assets that cause the increase in the age of maintenance cases. Take steps to reduce the age of cases.

Formula:

Average age of corrective maintenance cases = [Sum of ages for all the corrective cases/Total number or maintenance cases]
Average age of preventive maintenance cases = [Sum of ages for all the preventive cases/Total number or maintenance cases]

Planned maintenance percentage trend: Displays the percentage trend for the total number of days spent on preventive cases versus the total number of planned days for both preventive and corrective maintenance cases.; Benefits:
Analyze the trend to identify problem areas that cause unplanned activities or corrective cases. Modify the process or replace or retire the assets to avoid unplanned activities.; Formula:
Planned maintenance percentage trend = (Total number of planned maintenance days / Total number of maintenance days) X 100

Planned Maintenance Compliance trend: Displays the percentage trend of the total number of preventive maintenance cases completed versus the total number of preventive maintenance cases.; Benefits:
Analyze the Planned Maintenance Compliance trend to identify issues that lead to deviation from the plan. Take steps to improve processes that causes inconsistent on-time completion.; Calculation:
Planned Maintenance Compliance trend = [Number of completed preventive maintenance cases/ Total preventive maintenance cases] X 100

Indicators

The indicator groups and indicators listed in the following table are used for populating the widgets in the dashboard.

Table 1. Indicators and indicator groups
Indicator group name	Indicators
Workplace.Maintenance.Case.Closed	Workplace Maintenance Case Closed Age Sum Hours Workplace Maintenance Case Closed Corrective Age Sum Hours Workplace Maintenance Case Closed Corrective Count Workplace Maintenance Case Closed Preventive Age Sum Hours Workplace Maintenance Case Closed Preventive Count
Workplace.Maintenance.Case.Opened	Number of corrective cases Number of open cases Number of preventive cases Workplace Maintenance Case Opened Preventive Closed Complete Count

You can also add new indicators. For more information on how to work with indicators, see Configure Performance Analytics fundamentals.