Business Lifecycle Operations dashboard dashboard
Summarize
Summary of Business Lifecycle Operations dashboard
The Business Lifecycle Operations dashboard provides ServiceNow customers with comprehensive insights into the performance of business lifecycle cases. It enables monitoring of case statuses, trends, and detailed drill-downs from a unified interface. The dashboard is modernized for improved user experience and supports analysis over any specified timeframe, including open cases, new cases, and average case closing times.
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Access requires specific ServiceNow AI Platform roles: snbomclob2b.manager to view data and widgets, and snbomclob2b.admin to edit the dashboard.
Accessing the Dashboard
- Navigate to Workspaces > Financial Services Workspace > Analytics Center.
- Alternatively, use Business Lifecycle > Analytics or the Platform Analytics Workspace.
- For customers upgraded from earlier versions, the original Core UI dashboard remains accessible via All > Customer Lifecycle Operations > Dashboard.
Use Cases
- Account Managers: Track real-time business lifecycle case status, monitor SLA breaches, review open and new cases by service/agent/group, analyze average case closing times within 30 days, and drill into category details.
- Account Admins: Perform all Account Manager tasks and additionally customize dashboard views for tailored insights.
Key Indicators
- Open Cases - SLA Breached: Percentage of open cases with breached SLAs.
- Open Cases - SLA About to be Breached: Average number of open cases nearing SLA breach, sourced from the tasksla table.
- Open Cases by Age: Average age of open cases in days, indicating case aging trends.
- Average Time to Close in Last 30 Days: Average closing time of cases by service, agent, or group over the past 7 days.
- New Cases vs. Closed Cases: Comparison of newly created versus closed cases by service, agent, or group.
- Closed Cases - SLA Met vs. SLA Breached: Counts of cases meeting or breaching SLAs, enabling SLA compliance assessment.
Filters
The dashboard supports filtering by:
- Age Bucket: Defines age ranges in days for lifecycle cases to analyze case duration and aging.
- Service List: Fetches records for all business lifecycle cases, allowing focused analysis by service.
This dashboard empowers ServiceNow customers in Financial Services and related sectors to efficiently track, analyze, and manage business lifecycle cases, improving SLA adherence and operational visibility.
With the Business Lifecycle Operations dashboard, you can get insight into how your team and business are performing for the business lifecycle cases.
You can monitor the status of the lifecycle cases, see trends, and drill down into the details from a single view. For any time that you specify, you can view the details for the open cases, the new cases, and the average closing times of the lifecycle cases.
Required ServiceNow AI Platform roles
- sn_bom_clo_b2b.manager, required to view the dashboard widgets and data.
- sn_bom_clo_b2b.admin, required to edit the dashboard.
Access the Financial Services Business Lifecycle dashboard
To access the Financial Services Business Lifecycle dashboard, navigate to (
).
Alternatively, you can navigate to .
You can also access the dashboard from the Platform Analytics Workspace. For more information about the Platform Analytics Workspace, see Analytics Center.
If you have upgraded from an earlier version, you can access the existing Core UI dashboard layout as usual by navigating to .
Use cases
| User | Dashboard use |
|---|---|
| Account manager | Needs to gain visibility into the real-time status of the business lifecycle cases and do the following tasks:
|
| Account admin | Needs to perform all the Account Manager tasks plus customize views. |
Indicators
- Open Cases - SLA Breached
- Percentage of the open cases that breached an SLA. The data is calculated according to this formula:
[[Number of open Cases with Breached SLAs]] / [[Number of Open Cases]] * 100 - Open Cases - SLA About to be Breached
- Average number of the open cases that are close to breaching an SLA. The data for this indicator is collected from the [task_sla] table.
- Open Cases by Age
- Breakdown score and trend of the open cases by age in days. The data is calculated according to this formula:
[[Summed age of Open Cases]] / [[Number of Open Cases]] / 24 - Average Time to Close in Last 30 Days
- Breakdown of the average closing time in days of the cases by the service, agent, or assignment group in the last seven days. The score is calculated according to this formula:
[[B2C CLO.Summed duration of closed cases]]/[[B2C CLO.Number of closed cases]] - New Cases vs. Closed Cases
- Breakdown of the new cases by the service, agent, or agent group versus the closed cases. The data for the cases is collected from the [sn_bom_clo_service] table.
- Closed Cases - SLA Met vs. SLA Breached
- Number of the cases where the SLAs were met versus the cases where the SLAs were breached. The data for the cases is collected from the [sn_bom_clo_service] table.
Breakdowns
- Age
- Service
Filters
| Name | Type | Description |
|---|---|---|
| Age | Bucket | Shows the age ranges in days for the Business Lifecycle cases. |
| Service | List | Fetches the records for all the Business Lifecycle cases. |