Metrics allow the storing of events related to operational records that reflect how those records are worked. Often the information that is stored using Metrics, is about durations. During this Performance Analytics Academy, we talk through Metrics and then show two advanced use cases where we use Indicators with Metrics.

Useful Links

ServiceNow Docs:

Create a metric

Metric instance

Activate a plugin

Database view creation

Service Level Management

OOTB Incident SLA Management Performance Analytics Solutions

Create an indicator source

Scripting in Performance Analytics

Create an Automated Indicator

Create a Formula Indicator

Create a breakdown mapping on a breakdown record

Schedule a data collection job

ServiceNow Community:

Understanding SLA and Breakdown Metrics

Creating Incident First Reply Time Metrics

Developer Lab:

Performance Analytics 203: Advanced use cases

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