Review CSM artifacts
The Data Collection app contains a pre-build data metric structure for the ServiceNow Performance/Platform Analytics application.
Performance/Platform analytics
The content pack comes with the following artifact types. For configuring the process, Group Type is the group classification for the User Administration - Groups.
| Artifact type | Description |
|---|---|
| Indicator Source | Captures the basic data sets and commits them to the working memory of the platform to provide the foundation for the calculations. This is also called a data cube. |
| Automated Indicator | Basic calculation definition on the indicator source data set, potentially with additional filter conditions that you apply before making the calculation. |
| Manual Indicator | Metric for which there is no data set within the platform. Requires you to manually add a data point. |
| Formula Indicator | A more comprehensive calculation, such as % and ratio calculations that require multiple automated indicator data points for the calculation. |
| Data Collection Jobs | Schedule on which the automated data collection will run. |
| Widgets | Configuration for the UI visualization of an indicator. |
| Dashboard | Display of a collection of widgets on a pane. This dashboard contains two tabs. One tab contains widgets showing quarterly values, and the other contains widgets showing monthly values. |
Artifacts by type
The app contains the following artifacts for each of the above-specified artifact types.
Note: The frequencies of all applicable indicators and indicator sources have been changed to monthly from quarterly. If this is not the first time using this content pack, you should run a baseline historical job (data collection job) to capture applicable historical data. The historical data will be visualized in a future enhancement of the dashboard.
| Artifact type | Name |
|---|---|
| Automated | Impact VM - # of cases not resolved within SLAs |
| Automated | Impact VM - # of customer cases |
| Formula | Impact VM - % of cases not resolved within SLAs |
| Automated | Impact VM - # of closed customer cases |
| Automated | Impact VM - # of customer cases that resulted in an upsell |
| Formula | Impact VM - % of customer cases that result in an upsell |
| Automated | Impact VM - # of survey responses |
| Automated | Impact VM - # of survey responses with a low overall service rating |
| Formula | Impact VM - % of surveyed customers that report an unfavorable support experience |
| Automated | Impact VM - Avg. cumulative processing effort required per request case (hrs) |
| Automated | Impact VM - # of T1 customer support cases closed |
| Automated | Impact VM - # of T1 customer support agent |
| Formula | Impact VM - # of T1 customer support cases closed : # of T1 customer support agent |
| Automated | Impact VM - # of T2+ customer support cases closed |
| Automated | Impact VM - # of T2+ customer support agents |
| Formula | Impact VM - # of T2+ customer support cases closed: # of T2+ customer support agents |
| Data Collection Job | Impact VM - Monthly Data Collection |
| Widget | % of cases not resolved within SLAs |
| Widget | # of interactions handled by an agent that don't have related case |
| Widget | # of revenue generating customer requests |
| Widget | # of T1 customer support cases closed |
| Widget | # of T1 customer support cases closed : # of T1 customer support agents |
| Widget | # of T2+ customer support cases closed |
| Widget | # of T2+ customer support cases closed: # of T2+ customer support agents |
| Widget | % of customer cases that result in an upsell |
| Widget | % of surveyed customers that report an unfavorable support experience |
| Widget | Avg. cumulative processing effort required per request case (hrs) |
| Dashboard | Impact VM - CSM |
| Group Type | Tier 1 |
| Group Type | Tier 2+ |
Parent Topic:Impact Value Management Data Collection Content Pack for CSM