KPI groups in Digital Portfolio Management

  • Release version: Yokohama
  • Updated January 30, 2025
  • 3 minutes to read
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    Summary of KPI groups in Digital Portfolio Management

    KPI groups in Digital Portfolio Management (DPM) allow ServiceNow customers to define and configure key performance indicators that matter most for their services and applications. Associating KPI groups with solutions enables centralized performance analysis, offering detailed insights through drill-down capabilities, trends, historical data, and score visualizations.

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    DPM provides flexibility to view KPI data by the latest collected scores or aggregate scores, controlled by the Latest score system property (sndpm.kpigroups.showlatestscore). When enabled, it displays the most recent KPI scores, detailed breakdowns, and trends over the last 30 days. This property is enabled by default for new and zBoot customers as of the June 2024 release, but admins can toggle it anytime in the KPI groups properties.

    Key Features

    • Detailed KPI insights: Select KPI indicator cards to see descriptions, drill down into trends, and explore related records.
    • Flexible data visualization: Filter chart values to see specific details or view overall KPI details by selecting the chart area.
    • Custom time ranges: Set different time ranges per KPI for tailored analysis.
    • Predefined and custom KPI groups: The base system includes KPI groups for evaluating overall and individual service performance, while allowing creation of custom KPI groups to suit specific needs.
    • Enterprise portfolio KPI groups: Includes the Portfolio success metrics group to track availability, mean time to resolve (MTTR), change-related incidents, and successful changes at the enterprise portfolio level.
    • Business application KPI groups: The Business application performance group tracks incidents, problems, and changes associated with business applications, visible on the Run tab in DPM Workspace. Mapping this group is required to display data.
    • Application services KPI groups: Although KPI groups aren’t inherited for application services, the Availability insights KPI group can be mapped to multiple application services to monitor availability and commitments on relevant tabs.

    Practical Benefits for ServiceNow Customers

    • Centralizes performance data for services and applications, improving visibility and decision-making.
    • Enables flexible and customizable KPI tracking aligned with business priorities.
    • Supports both enterprise portfolio and business application performance monitoring with out-of-the-box KPI groups.
    • Allows direct access to detailed trend data and historical performance without complex configuration.
    • Admins can easily adjust KPI group settings and mappings without needing UI Builder edits, simplifying reporting maintenance.

    Define and configure the key performance indicator (KPI) groups in DPM that matter most to you. When you associate KPI groups with your services and applications, you can analyze their performance in a centralized area.

    With KPI groups, you can analyze the performance of each solution in several ways:
    • See a detailed description of a KPI indicator by selecting Description icon. on the KPI indicator card.
    • Drill down to view trends and historical performance on vendors, a KPI group, or an individual KPI.
    • Select a supporting KPI to see its related record details.
    • View and drill down into the KPI spark lines to see more details. When you select a chart value, the result is filtered to display the details of the value that you selected. If you select the whole chart (not a value), then the KPI details page displays.
    • See the latest (or last) KPI score when the Latest score system property (sn_dpm.kpi_groups.show_latest_score) is enabled.

      View KPI group data in the way that most interests you. Admins can update the system property anytime so you can view KPI group data by the latest score or by the aggregate score. When an admin enables the Latest score system property, the following shows in the DPM:

      • Last collected score for a KPI indicator in all KPI groups in DPM, without an aggregation layer (by sum or by average).
      • Last collected scores for all values in each KPI breakdown grid.
      • Last 30 days of scores for trends and time series visualizations. You can set different time rangers per KPI.
      • The date the score was collected (shows on each KPI indicator card).
      Note:
      Starting with the June 2024 release of DPM, the latest score system property is set to true for new and zBoot customers. If not applicable, then the DPM admin can enable the latest score system property by navigating to All > Digital Portfolio Management > Administration > KPI groups properties. For more admin information, see Configure the Digital Portfolio Management experience.

      When you access KPI drill down information in DPM, the system adds a timestamp at the end of the URL in the browser address field. The timestamp is in milliseconds and is based off epoch time.

    The DPM base system comes with KPI groups that provide valuable indicators to evaluate overall performance and individual metrics for services and other solutions. You can also create your own KPI groups but you're encouraged to explore the base system options.

    KPI groups for enterprise portfolios

    Two KPI groups enable flexible reporting on solutions in enterprise portfolios.
    • Enterprise portfolio

      The enterprise portfolio KPI group [Portfolio success metrics] enables you to map to any enterprise portfolio type to view its portfolio performance. You can track availability, mean time to resolve (MMTR), incidents caused by changes, and successful changes. You can see these performance metrics when you view the details of any enterprise portfolio.

    • Business applications

      The business application KPI group type [Business application performance] enables you to track the number of incidents, problems, and changes for a business application. You can see these performance metrics in the Run tab of a business application on the DPM Workspace.

      Important:
      You must map the business application performance KPI group to your business applications to show the data on the Run tab. For more information, see Create KPI groups and mappings in Digital Portfolio Management.
    Note:
    The business application performance KPI group replaces the metrics used prior to the Utah release. Since you can create and edit KPI groups and map them to business applications, it provides more flexibility to configure your reporting. You don't need to edit the page in UIB to change the metrics.

    KPI groups for application services

    KPI groups aren’t inherited for application services, but you can do the following with the Availability insights KPI group for application services:
    • View and assess the availability for application services that you own or are responsible for.
    • Map the Availability insights KPI group to one-to-many applications services.
    • View availability commitments and commitment performance on the Run tab of your application service.
    • View all commitments listed on the Info tab of the application service.