CIS-ITSM · Question #33
What is an example of a Key Performance Indicator for Change management that is included with Performance Analytics, but not available in ServiceNow reporting? (Choose two.)
The correct answer is A. % Successful Changes C. % Unauthorized Changes. Performance Analytics in ServiceNow can compute percentage-based KPIs over time that standard reporting cannot, such as success and compliance rates.
Question
What is an example of a Key Performance Indicator for Change management that is included with Performance Analytics, but not available in ServiceNow reporting? (Choose two.)
Options
- A% Successful Changes
- BCount of Completed Changes per Month, by Change Type
- C% Unauthorized Changes
- DCount of Completed Changes per Month, by Category
How the community answered
(30 responses)- A83% (25)
- B7% (2)
- D10% (3)
Why each option
Performance Analytics in ServiceNow can compute percentage-based KPIs over time that standard reporting cannot, such as success and compliance rates.
% Successful Changes is a ratio-based KPI that requires aggregating historical data across time periods and calculating a percentage, which is a capability unique to Performance Analytics indicators.
Count of Completed Changes per Month by Change Type is a simple count aggregation that can be produced with a standard ServiceNow trend or bar chart report.
% Unauthorized Changes similarly requires a percentage calculation across a defined time window using scored indicator data that is not available in the standard ServiceNow report builder.
Count of Completed Changes per Month by Category is also a count-based grouping report that can be replicated using built-in ServiceNow reporting without Performance Analytics.
Concept tested: Performance Analytics KPIs vs standard reporting for Change management
Source: https://docs.servicenow.com/bundle/xanadu-it-service-management/page/product/change-management/concept/performance-analytics-change.html
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