Welcome to ‘Build a performance management approach for ServiceNow,’ part of our Best
Practices series.
In this video you’ll learn how ServiceNow defines performance management.
You’ll learn the best practice steps for defining and communicating key performance
indicators, or KPIs, and you’ll leave this video armed with a
list of actions you should take to get started.
Let’s start with some definitions.
Performance management is an approach that uses metrics to inform strategic decisions,
guide day-to-day work, and track progress towards defined goals.
Metrics go beyond dashboards:
First, they provide data that helps teams prioritize work and helps leaders make critical
decisions, Second, they get stakeholders ‘on the same
page’ about organizational goals, and finally, they track progress towards goals, and surface
opportunities to improve ServiceNow value, or course-correct as needed.
To do this, metrics must answer two questions:
First, how is the organization performing against defined goals?
Here, metrics track progress towards an outcome.
Second, what factors are affecting progress towards your goals and are there any risks?
Here, metrics can act as leading indicators to give you confidence that you’re on track,
or to surface obstacles that need to be addressed.
Let’s look at a customer service example: This organization wants to resolve customer
service issues fast.
They’ve identified three KPIs to let them know if they’re realizing their business
outcome: reduced average case-handling time, improved customer and agent satisfaction,
and improved adoption of self-service, each of which can be measured.
They want to know not only when they meet the goal, but whether they’re on track.
So, they identify three leading indicators for reducing average case-handling time: the
percentage of cases that are closed on first contact, the percentage of repeat cases, and
the percentage of cases that remain unresolved each week.
By tracking these, they can understand if the organization must take additional actions
to achieve its goal of reducing average case-handling time.
A performance management strategy for ServiceNow based on metrics requires three steps:
First, understand your organization’s context.
You need to know where you want to go before you measure your performance in getting there.
You should baseline your approach based on your specific organizational goals and needs,
rather than define metrics in a vacuum.
When you do this, you can define metrics to measure the performance of ServiceNow in your
organization.
This includes measuring towards business outcomes, platform and application adoption, and overall
platform health.
Then, you can build performance dashboards to communicate your progress effectively to
key stakeholders.
Performance Analytics has out-of-the-box dashboards optimized for ServiceNow workflows and includes
the most common KPIs for measuring your processes so that you don’t have to start from scratch.
We offer detailed guidance and leading practices to help you implement each step.
Download the Performance Management resources on the Customer Success Center for these details.
There are three key insights we want you to remember from this video:
First – Performance management is about defining and communicating the right KPIs,
tied to your business outcomes.
This helps you understand your progress towards your goals and where there might be risks.
Second – your KPIs should measure your expected business outcomes for ServiceNow, adoption
among teams responsible for those outcomes, and Now Platform health.
This approach helps you increase the value you get from ServiceNow.
Third – You should build dashboards, using Performance Analytics, to help you communicate
effectively, inform decisions, and prioritize work.
So, what should you do next?
First, take time to review the resources we have on the Customer Success Center.
These materials will provide details and insights from experts on how to develop performance
management.
Second, you can find materials on the Customer Success Center, Now Learning, and Now Community
to help you get started with Performance Analytics.
Remember that Performance Analytics provides out-of-the-box dashboards and KPIs that can
jumpstart your performance management program.
For more information or advice, contact your ServiceNow team.
Thank you for watching.