New Benchmarks Dashboard

The Benchmarks dashboard displays KPI data, performance trends, and indicator scorecards.

The Benchmarks KPI dashboard view, which shows all KPIs, is launched in Service Portal.

The dashboard features include the following:

• KPIs are shown in either the list or card view.
• Downloadable reports of the KPI list are available in PDF format.

• Data is filtered by type of industry, number of users, Managed Service Providers (MSPs), or geographic region (the filter is retained when switching between the KPI view and trend view).

  Note: Only MSPs can view the global MSP aggregate score data.

• The performance against the global data is shown with a thumbs up or thumbs down representation.

• 6 months of historical KPI data can be viewed.
• Time values can be displayed in hours or days using the sn_bm_client.dashboard_display_unit system property.

Note: The new Benchmarks dashboard is available from the ServiceNow store.

Percentile rank

The exact standing of the KPI for your company within your participating peer group is indicated by percentile rank. A KPI percentile rank of 90% indicates that your instance standing for that KPI is greater than 90% of the instances participating in that group.