General Performance Analytics Solutions

Available with any paid Performance Analytics entitlement, these solutions include dashboards for Configuration Management (CMDB), Guided Tours, Knowledge Management, and Service Desk Chat.

Performance Analytics for Application Portfolio Management (APM)

With the Performance Analytics for APM entitlement, activate solutions covering:

• Application Portfolio Management integrated with Change and Problem Management
• Financial Management and its variants for Customer Service, Field Service Management, and Financial Planning
• Project Portfolio Suite with Financials (replacing the previous Project Portfolio Suite starting from New York release), including Time Card Management dashboards

Performance Analytics for Customer Service

Activate these solutions with the Customer Service entitlement:

• Advanced Work Assignment
• Change Management
• Communities
• Customer Service Management - Advanced, which includes preconfigured indicators and supports case management, major issue management, and agent chat
• Field Service Management
• Incident Management (default content available in a complimentary version)
• Incident SLA, ITSM Dashboards, Major Incident Management, Problem Management
• Self-Service Analytics for Customer Service (additional customer service-specific indicators and dashboards)

Note: The Virtual Agent content pack is deprecated starting in Quebec; use the Conversational Analytics Dashboard instead.

Performance Analytics for Governance, Risk, and Compliance (GRC)

After enabling the GRC: Performance Analytics Premium Integration plugin, activate solutions for Audit Management, Policy and Compliance Management, and Risk Management.

Performance Analytics for Human Resource Management

With the Human Resource Management entitlement, activate solutions for Content Analytics, Employee Document Management, Human Resources Scoped Apps, and Lifecycle Events. The unscoped Human Resources solution is deprecated.

Performance Analytics for Business Management, Financial Management, and Service Strategy

Solutions include Agile 2.0 dashboards, Essential SAFe, Financial Management variants, Financial Services Operations, and the Project Portfolio Suite with Financials (New York release onward).

Performance Analytics for IT Operations Management (ITOM)

Activate solutions when entitled to Performance Analytics for IT Operations Suite or ITOM, including Discovery, Event Management, Operational Intelligence, and Service Mapping.

Performance Analytics for Project Portfolio Management

Activate the Project Portfolio Suite with Financials solution, which replaces the older Project Portfolio Suite and includes Time Card Management dashboards.

Performance Analytics for Security Incident and Vulnerability Response

Activate solutions for Security Incident Response and Vulnerability Response available via the ServiceNow Store.

Performance Analytics for Service Management

Available solutions include Change Management, Incident Management, Incident SLA, ITSM Dashboards, Major Incident Management, Problem Management, and the ITSM Predictive Intelligence Workbench dashboard (which requires the Predictive Intelligence application in ITSM Pro SKU).

Performance Analytics for Software Asset Management

Activate the Software Asset Management Professional solution with the appropriate Performance Analytics entitlement.

Adding Self-Service Analytics Widgets

If Self-Service Analytics is activated, you can add its widgets to Performance Analytics dashboards or Service Portals by activating the Self-Service Analytics PA plugin and the corresponding data collection job. Customer Service Management customers can install a specialized Self-Service Analytics solution with additional indicators and dashboards.

ITSM Dashboard Solutions

The ITSM Dashboards plugin activates multiple solutions for Change Management, Problem Management, Incident SLA, Major Incident Management, and Fixed Costs, providing comprehensive ITSM insights.