Review ITSM 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 types.
| Artifact type | Description |
|---|---|
| Indicator Source | Impact VM - Changes Closed This Month |
| Indicator Source | Impact VM - Group Members |
| Indicator Source | Impact VM – Active Users |
| Indicator Source | Impact VM - Incidents Closed This Month |
| Indicator Source | Impact VM - Outage Ended on This Month |
| Indicator Source | Impact VM - Requested Items Closed This Month |
| Indicator Source | Impact VM - Requests Fulfilled in the This Month |
| Automated | Impact VM - ITSM - Mean Time to Restore - Unplanned Outages (hrs) |
| Automated | Impact VM - ITSM - Average Time to Close an Incident (hrs) |
| Automated | Impact VM - Number of Closed Incident Originating from Phonecalls |
| Automated | Impact VM - Average Time to Close a Request (hrs) |
| Automated | Impact VM - Number of Closed Standard Changes |
| Automated | Impact VM - ITSM - # of Tier 2+ Agents |
| Automated | Impact VM - # of Unplanned Outages This Month |
| Automated | Impact VM - ITSM - Average Time To Close a Change in Hours |
| Automated | Impact VM - ITSM - # of Tier 1 Agents |
| Automated | Impact VM - # Requested Items Closed This Month |
| Automated | Impact VM - # of Requests Fulfilled This Month |
| Automated | Impact VM - ITSM - # of L1 Incidents Closed This Month |
| Automated | Impact VM - # of Changes Closed This Month |
| Automated | Impact VM - ITSM - # of L2+ Incidents Closed This Month |
| Automated | Impact VM - ITSM - # of Incidents Closed This Month |
| Automated | Impact VM - # Automated Requested Items Closed This Month |
| Automated | Impact VM - ITSM - Number of Active Users |
| Manual | Impact VM - Legacy ITSM Systems Annual Run-Rate |
| Formula | Impact VM - ITSM - Ratio of Incidents Closed per Tier 2+ Service Desk Agent This Month |
| Formula | Impact VM - % of Requested Items Fuflfilled that were Automated This Month |
| Formula | Impact VM - % of Changes that are Standard Closed This Month |
| Formula | Impact VM - % of Closed Incidents Originating from Phone Call This Month |
| Formula | Impact VM – ITSM - Ratio of Incidents Closed per Tier 1 Service Desk Agent This Month |
| Data Collection Job | Impact VM – ITSM - Monthly Data Collection |
| Data Collection Job | Impact VM – ITSM – Historical Data Collection |
| Widget | % Closed Changes that were Standard |
| Widget | % Closed Incidents Originating from Phone Call |
| Widget | % of Fulfilled Requested Items that were Automated |
| Widget | Average Time to Close a Change (hrs) |
| Widget | Average Time to Close a Request (hrs) |
| Widget | Average Time to Close an Incident (hrs) |
| Widget | Legacy ITSM System Monthly Run-Rate |
| Widget | Mean Time to Restore Unplanned Outages (hrs) |
| Widget | Number of Changes Closed |
| Widget | Number of Incidents Closed |
| Widget | Number of Incidents Closed at Tier 1 |
| Widget | Number of Requests Fulfilled |
| Widget | Number of Tier 2+ Incidents Closed |
| Widget | Number of Unplanned Outages |
| Widget | Ratio of Closed Incident per Tier 2+ Agent |
| Widget | Ratio of Closed Incidents per Tier 1 Service Desk Agent |
| Widget | Number of Active Users |
| Dashboard | Impact VM - ITSM |
| Group Type | Tier 1 |
| Group Type | Tier 2+ |
Parent Topic:Impact Value Management Data Collection Content Pack for ITSM