Platform Analytics

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Platform Analytics

    Platform Analytics in the Yokohama release empowers ServiceNow customers to optimize processes and boost productivity through a suite of integrated applications, including Reporting, Performance Analytics, Usage Insights, Process Mining, and Task Mining. These applications provide diverse data insights accessible via the Core UI or the enhanced Platform Analytics experience, supporting a wide range of user needs across the enterprise.

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    Key Features

    • Platform Analytics Experience: Offers advanced data visualization tools, customizable dashboards, and key performance indicators (KPIs) accessible through natural language queries. Features like KPI Details and KPI Signals help monitor and alert on significant process changes.
    • Now Assist in Platform Analytics: Utilizes AI-powered natural language interactions to generate data insights, visualizations, and summaries, supporting collaborative data exploration through the AI Data Explorer.
    • Performance Analytics: Provides business analysis tools to improve service delivery, reduce costs, and enable continuous improvement by planning and managing KPIs with both fundamental and advanced configurations.
    • Usage Insights: Delivers dashboard-based analytics on user engagement across multiple ServiceNow applications, including mobile and web usage, helping administrators understand user behavior and retention.
    • Process Mining: Enables analysis of automated process flows to identify bottlenecks, deviations, and improvement opportunities, supported by a comprehensive glossary of key terms for effective usage.
    • Task Mining: Collects and analyzes workstation activity data to uncover task inefficiencies, enabling process owners to make informed, data-driven decisions to enhance workflow efficiency.
    • Core UI Reporting and Dashboards: Allows stakeholders to work with real-time reports and trend analyses, create Performance Analytics widgets, and configure quick-view dashboards tailored to business objectives.
    • Analytics Hub: Provides advanced data exploration capabilities including trend analysis and benchmarking as optional add-ons.

    What You Can Expect

    ServiceNow customers can leverage Platform Analytics to gain comprehensive visibility into operational performance, user behavior, and process efficiency. The integration of AI-driven insights and natural language querying simplifies data exploration and accelerates decision-making. By utilizing these tools, organizations can identify automation opportunities, monitor KPIs effectively, and continuously improve service delivery and workflow processes, resulting in increased productivity and reduced operational costs.

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

    Now Assist in Platform Analytics

    Leverage AI to generate insights into data. Ask for data visualizations in the Now Assist panel. Explore data on your own or with a collaborative group in AI Data Explorer, where you can have not only data visualizations but summaries and conversations.


    An exploration in Now Assist Explorer.

    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.

    Usage Insights

    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

    Analysis in Task Mining

    Learn how Task Mining helps process owners collect and analyze workstation activities to understand how tasks are performed, identify inefficiencies, and make data-driven decisions.

    Task Mining analysis dashboard

    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