Available Platform Analytics Solutions
Summarize
Summary of Available Platform Analytics Solutions
Platform Analytics Solutions in ServiceNow provide prebuilt dashboards and Performance Analytics components designed to maximize the value of various ServiceNow products. These solutions are included at no additional cost but require the appropriate underlying application licenses. They help customers monitor, analyze, and improve performance across different business areas.
Show less
General Performance Analytics Solutions
With any paid Performance Analytics entitlement, customers can activate foundational solutions such as Configuration Management (CMDB), Guided Tours dashboard, Knowledge Management, and Service Desk Chat.
Performance Analytics for Specific Domains
- Application Portfolio Management (APM): Includes solutions for change, problem, and financial management related to APM, with specialized dashboards for financial planning and project portfolio management.
- Customer Service: Offers advanced work assignment, change management, communities, customer service management (standard and advanced), field service management, incident management, major incident management, problem management, self-service analytics, and agent chat. Notably, the Virtual Agent content pack is deprecated and replaced by the Conversational Analytics Dashboard.
- Governance, Risk, and Compliance (GRC): Requires activating the GRC Performance Analytics Premium Integration plugin, then solutions for audit, policy, compliance, and risk management can be enabled.
- Human Resource Management: Solutions support content analytics, employee document management, lifecycle events, and scoped HR apps. The unscoped HR solution is deprecated and requires contacting support.
- Business, Financial, and Service Strategy: Covers Agile 2.0, Essential SaFE, various financial management solutions, financial services operations, and project portfolio suite with financials, which replaced the older Project Portfolio Suite starting with the New York release.
- IT Operations Management (ITOM): Includes discovery, event management, operational intelligence, and service mapping solutions.
- Project Portfolio Management: The Project Portfolio Suite with Financials replaces the older suite and includes dashboards for time card management.
- Security Incident and Vulnerability Response: Solutions for security incident response and vulnerability response are available via the ServiceNow Store.
- Service Management: Solutions include change, incident, incident SLA, ITSM dashboards, ITSM predictive intelligence (requires ITSM Pro SKU), major incident, and problem management.
- Software Asset Management: Available for customers with Service Management entitlement and Software Asset Management Professional license.
Adding Self-Service Analytics Widgets
Customers with Self-Service Analytics activated can add related widgets to Performance Analytics dashboards or Service Portals by activating the Self-Service Analytics PA plugin and associated data collection jobs. Customer Service Management customers benefit from a specialized Self-Service Analytics solution with additional indicators and dashboards tailored to customer service.
ITSM Dashboard Solutions
The ITSM Dashboards plugin activates multiple solutions and dashboards focusing on change management, problem management, incident SLA, major incident management, and fixed costs, providing a comprehensive view of IT service management performance.
The following Platform Analytics Solutions are available for their corresponding ServiceNow Performance Analytics entitlements. The solutions are at no extra charge, but the underlying applications require appropriate licensing.
Platform Analytics Solutions provide dashboards and underlying Performance Analytics components. These dashboards leverage Performance Analytics to create greater value for the product each Platform Analytics Solution supports.
General Performance Analytics Solutions
Performance Analytics Solutions for APM
- Application Portfolio Management and Change Management (com.snc.pa.apm.change_request)
- Application Portfolio Management and Problem Management (com.snc.pa.apm.problem)
- Financial Management (com.snc.pa.fm)
- Financial Management for Customer Service (com.snc.pa.fm.csm)
- Financial Management for Field Service Management (com.snc.pa.fm.fsm)
- Financial Management for Financial Planning (com.snc.pa.financial_planning)
- Project Portfolio Suite with Financials (com.snc.financial_planning_pmo) Starting in New York, this solution replaces the Project Portfolio Suite (com.snc.pa.ppm) Solution. It includes dashboards for Time Card Management.
Performance Analytics for Customer Service Solutions
- Advanced Work Assignment (com.snc.pa.awa)
- Change Management (com.snc.pa.change)
- Communities (com.snc.pa.communities)
- Customer Service (com.snc.pa.customer_service)
- Customer Service
Management - Advanced (com.snc.pa.customer_service_advanced) Preconfigured Performance
Analytics indicators and breakdowns for Customer Service Management. Has the
contents of the older OOTB Customer Service Performance Analytics Solution,
and also supports the following features:
- Case Management
- Major Issue Management
- Customer Service Case Action Status
- Customer Service with Request Management
- Customer Service with Service Management
- Agent Chat
- Advanced Work Assignment for CSM
- Performance Analytics - Content Pack - Advanced Work Assignment
- Field Service Management (com.snc.work_management_pa)
- Incident Management (com.snc.pa)
Note:Incident management content is available by default with Performance Analytics in a Try out Complimentary Performance Analytics for Incident Management.
- Incident SLA (com.snc.pa.sla)
- ITSM Dashboards (com.snc.pa.itsm_dashboards)
- Major Incident Management (com.snc.pa.incident.mim)
- Problem Management (com.snc.pa.problem)
- Self-Service Analytics for Customer Service (com.snc.pa.self_service_analytics_csm)
Note:To use Performance Analytics with Self-Service Analytics for applications other than Customer Service Management, see Self-Service Analytics.
- Virtual Agent content pack: This Platform Analytics Solution has been deprecated starting in the Quebec release. Use the Conversational Analytics Dashboard instead.
Performance Analytics for Governance, Risk, and Compliance Solutions
Performance Analytics for Human Resource Management Solutions
- Content Analytics
- Human Resources Employee Document Management Scoped App (com.sn_hr_employee_files_pa)
- Human Resources
Scoped App (com.sn_hr_pa)
Note:The solution for the unscoped version of Human Resources, com.snc.pa.hr_core, is deprecated. If you are using the unscoped version of Human Resources and want to activate its solution plugin, contact Customer Service and Support.
- Human Resources Lifecycles Events Scoped App (com.sn_hr_lifecycle_pa)
Performance Analytics for Business Management, Financial Management, and Service Strategy Solutions
- Agile 2.0 (sn_scrum_dashboard on ServiceNow Store)
- Essential SaFE
- Financial Management (com.snc.pa.fm)
- Financial Management for Application Portfolio Management (com.snc.pa.fm.apm)
- Financial Management for Customer Service (com.snc.pa.fm.csm)
- Financial Management for Field Service Management (com.snc.pa.fm.fsm)
- Financial Management for Financial Planning (com.snc.pa.financial_planning)
- Financial Services Operations (sn_bom_pa)
- Project Portfolio Suite with Financials (com.snc.financial_planning_pmo) Starting in New York, this solution replaces the Project Portfolio Suite (com.snc.pa.ppm) Solution. It includes dashboards for Time Card Management.
Performance Analytics for ITOM Solutions
- Discovery (com.snc.pa.discovery)
- Event Management (com.snc.pa.em)
- Operational Intelligence (com.snc.sa.metric.pa.content)
- Service Mapping (com.snc.service-mapping.pa.content)
Performance Analytics for Project Portfolio Management Solutions
Activate the following Solutions when you have the Performance Analytics for Project Portfolio Management entitlement, Project Portfolio Suite with Financials (com.snc.financial_planning_pmo). Starting in New York, this solution replaces the Project Portfolio Suite (com.snc.pa.ppm) Solution. It includes dashboards for Time Card Management.
Performance Analytics for Security Incident and Vulnerability Response Solutions
Performance Analytics for Service Management Solutions
- Change Management (com.snc.pa.change)
- Incident Management (com.snc.pa)
Note:Incident management content is available by default with Performance Analytics in a Try out Complimentary Performance Analytics for Incident Management.
- Incident SLA (com.snc.pa.sla)
- ITSM Dashboards (com.snc.pa.itsm_dashboards)
- ITSM Predictive Intelligence Workbench dashboard - Requires the Predictive Intelligence application, which is available in the ITSM Pro SKU.
- Major Incident Management (com.snc.pa.incident.mim)
- Problem Management (com.snc.pa.problem)
Performance Analytics for Software Asset Management Solutions
Activate the following Solutions when you have the Performance Analytics for Service Management entitlement, Software Asset Management Professional (com.snc.pa.samp).