ServiceNow Performance Analytics (PA) Advanced [SNPAA]

OVERVIEW

Take Performance Analytics to the next level.

Performance Analytics enables the monitoring, trending, and proactive improvement of business services using key performance indicators (KPIs) and metrics viewed in role-based dashboards.

This 2-day training builds upon the knowledge obtained in the Performance Analytics Fundamentals course. Here you continue to build a solid analytics data foundation, model key business process indicators, and design compelling dashboards to help drive service delivery quality and efficiency.

Virtueel en Klassikaal™

Virtueel en Klassikaal™ is een eenvoudig leerconcept en biedt een flexibele oplossing voor het volgen van een klassikale training. Met Virtueel en Klassikaal™ kunt u zelf beslissen of u een klassikale training virtueel (vanuit huis of kantoor )of fysiek op locatie wilt volgen. De keuze is aan u! Cursisten die virtueel deelnemen aan de training ontvangen voor aanvang van de training alle benodigde informatie om de training te kunnen volgen.

OBJECTIVES

The following topics are discussed using a mix of labs and lecture:

• Review the Performance Analytics Adoption Journey
• Build Bucket Groups and Breakdown Relations
• Configure Scripts for Indicator Aggregates, Buckets, and Mappings
• Apply advanced reporting techniques for impactful data summaries
• Launch and navigate Interactive Analysis
• Apply Spotlight to identify high priority work
• Build Indicators using Platform Metrics
• Implement advanced formula techniques and build Index Indicators
• Set up Text Analytics

AUDIENCE

This course is designed for experienced Performance Analytics Administrators and Power Users who already administer and build content for the Reports and Performance Analytics applications.

CONTENT

Module 1: Adoption Journey

Objectives: Review the Performance Analytics use case and stakeholder objectives. Identify the three pillars of Performance Analytics: Responsive Business, Service Improvement, and Data Foundation.

Lab work:

Lab 1.1: Analytics for Business Applications

Module 2: Buckets and Scripts

Objectives: Introduce the concept of bucket groups and the process for configuring a bucket group as a breakdown source. Discuss scripts and configure a scripted breakdown mappings. Outline best practices for breakdown data growth management.

Lab work:

Lab 2.1: Bucket Groups

Lab 2.2: Scripted Breakdown

Module 3: Breakdown Relations and Security

Objectives: Implement advanced use cases for Breakdown categorization and navigation. Configure Indicator, Breakdown, and Breakdown Element-level security options.

Lab work:

Lab 3.1: Breakdown Relations

Lab 3.2: Breakdown Security

Module 4: Reporting Techniques

Objectives: Build a Database View, include multi datasets in a report, configure drill-downs, add a Redirect URL, leverage an imported Excel document as a report source, and build Report Ranges

Lab work:

Lab 4.1: Database View

Lab 4.2: Multi Data Sets

Lab 4.3: Data Sources

Lab 4.4: Report Ranges

Module 5: Responsive Dashboards

Objectives: Use Interactive Analysis, Configure Interactive Filters, Implement Cascading Filters, Enable Breakdown Dashboards, Use Breakdowns as Interactive Filters, Manage Dashboard Performance and Properties

Lab work:

Lab 5.1: Interactive Dashboards

Optional Lab 5.2: Interactive Analysis

Module 6: Spotlight

Objectives: Identify key Spotlight capabilities, configure Spotlight Criteria, implement Spotlight reporting, set up Spotlight for Service Monitoring, navigate Spotlight Interactive Analysis

Lab work:

Lab 6.1: Configure Spotlight for Incident Management

Module 7: Analytics on Platform Metric

Objectives: Define Metric Definitions and Metric Instances, review the Metric Instance generation, configure Metric Instance Reporting, build Metric-based Automated Indicators

Lab work:

Lab 7.1: Metric Reporting and Trending

Module 8: Advanced Formula Indicators

Objectives: Identify advanced formula use cases, master Formula Indicator techniques and design Index Indicators

Lab work:

Lab 8.1: Index Indicators

Module 9: Text Analytics

Objectives: Describe the Text Analytics use case. Configure Text Analytics for Performance Analytics Indicators.

Lab work:

Lab 9.1: Text Analytics