Tag
#Performance Analytics
ServiceNow
MTTR vs Incident Throughput: The Measurement Trap
Optimizing for MTTR alone gives you a happy graph and a broken service desk. The tradeoffs between resolution speed and throughput, and what to track instead.
ServiceNow
Live Queries vs Performance Analytics: When to Use Which
Stop putting real-time queries on executive dashboards and stop using PA for ad-hoc analysis. The decision rule is simpler than the docs suggest.
ServiceNow
Performance Analytics Indicator Design That Survives a Year
A bad PA indicator silently drifts and nobody trusts the dashboard six months later. Here is the indicator design pattern that holds up.
ServiceNow
ServiceNow Performance Analytics: A Practical Guide
How to scope your first indicators, avoid common modeling pitfalls, and build dashboards executives will actually open.
ServiceNow
Performance Analytics Breakdowns Without Cardinality Disasters
PA breakdowns are addictive and expensive. Pick dimensions that produce useful slices instead of million-row aggregations no one will ever read.