Key Features

• Predefined KPI Groups: Four default groups—IT Services, Vendor Fulfillment, Software, and Hardware—each with relevant KPIs to measure vendor performance.
• Related Lists: Each KPI group includes lists of KPIs, KPI group thresholds (defining performance status), and vendors to analyze.
• Vendor Score Indicator: An automated metric calculated from weighted KPIs to reflect overall vendor performance. Key indicators used include Average Request Fulfillment SLA Achievement, Average Availability, Average Incident SLA Achievement, and Manual SLA from External Source.
• Scheduled Jobs: Two scheduled jobs update vendor scores daily and vendor profiles monthly, with options to run on demand for real-time updates.
• Custom Formula Indicators: Customers can create and add custom formula indicators to tailor vendor score calculations.
• Indicator Direction Impact: The calculation considers whether KPI metrics should be maximized or minimized, affecting the vendor score accordingly.

Important Considerations

• Four legacy indicators and the Service Offering Metric Data table were deprecated in the Utah release. Customers integrating with Service Portfolio Management should be aware that legacy metric data is no longer available and should adapt accordingly.
• Vendor scores are calculated based on the weighted sum of KPI scores expressed as percentages, providing a clear performance summary.

Practical Use for ServiceNow Customers

ServiceNow customers can leverage Vendor KPI Groups to systematically evaluate vendor performance across various dimensions, facilitating informed vendor management decisions. The automated vendor score consolidates multiple KPI metrics into a single, easy-to-interpret score, highlighted with color-coded thresholds to quickly identify performance status. Scheduled jobs ensure vendor data remains current, and the ability to create custom indicators allows alignment with specific organizational requirements.