Platform Analytics

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Platform Analytics

    The Platform Analytics suite in ServiceNow enables customers to optimize processes and enhance productivity through comprehensive data analysis tools. It encompasses multiple applications including Reporting, Performance Analytics, User Experience Analytics, and Process Mining. Data can be presented via the Core UI or the advanced Platform Analytics experience, supporting diverse user needs and analytical goals.

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    Key Features

    • Platform Analytics Experience: Offers data visualization tools, customizable dashboards, and natural language query capabilities to explore analytics intuitively. Features include filtering, sharing dashboards, and receiving insights on significant data events.
    • Performance Analytics: Provides business-analysis tools to improve service delivery and reduce costs. Users can plan and implement KPIs, configure advanced data features, and leverage pre-built dashboards and indicators for continuous improvement.
    • Analytics Solutions: Includes prepackaged content with dashboards and KPIs tailored for various ServiceNow products. Solutions can operate standalone with embedded Performance Analytics and support custom data sets with manual or scheduled data collection.
    • User Experience Analytics: Delivers dashboard views on user engagement across multiple ServiceNow applications, tracking metrics such as user population, retention, and behavior on both mobile and web platforms.
    • Process Mining: Enables analysis of automated process flows to identify bottlenecks, deviations, and optimization opportunities. It includes comprehensive terminology support to help maximize enterprise workflow efficiency.
    • Reporting and Dashboards in Core UI: Allows real-time reporting, trend analysis, and creation of Performance Analytics widgets. The Analytics Hub supports deeper data exploration, benchmarking, and trend analysis as optional enhancements.

    Practical Benefits for ServiceNow Customers

    • Gain actionable insights through intuitive dashboards and visualizations accessible via natural language queries.
    • Improve operational efficiency and service delivery by leveraging KPIs and continuous performance measurement.
    • Enhance user engagement understanding with detailed analytics across ServiceNow applications.
    • Identify and address process inefficiencies using Process Mining to streamline workflows.
    • Customize analytics solutions to fit unique business data needs with flexible data collection and visualization options.
    • Utilize prebuilt content packages to accelerate analytics implementation across ServiceNow products.

    Optimize processes and increase productivity with the Platform Analytics applications. These applications include Reporting, Performance Analytics, User Experience Analytics, 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.

    User Experience Analytics

    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