[Music] hey [Music] hey [Music] hello and welcome to performance analytics academy it is the top of the hour a little bit after so we'll go ahead and get started my name is thomas davis and um today on performance analytics academy we're going to be looking at a kpi composer so um dan uh kane who is on the call will be presenting it and real quick we'll just go over some quick logistics um we did the preso the early preso so we wouldn't have to go through all those slides to get more time for the presentation and more time for q a but just some real quick um logistics that we do need to share so uh these this is for you obviously all of these academies that we do that we do are for you as the customer so if there are other things that you would like uh definitely reach out to us in the community and let us know what they are um and again you know we'll we'll try to do as many as we can on the topics that you're looking for uh this is being recorded so if your company has a issue with that you may want to drop off uh now but it is being recorded and we'll actually put this out on our youtube channel and also out into the community so you can watch it um again or whenever you need it uh and of course we will have a q a session um at the end but there's also a q a as part of the zoom call so if you have a question please utilize that and if we can answer the question as dan is uh presenting we'll do that uh if we can't then we'll wait after he is done and then we'll direct those questions directly to um to dan so again uh i am thomas davis uh you all probably heard from me before and this is the amazing dan kane uh highly intelligent uh person that's gonna share some great information uh with us today like i said about uh kpi composer and um you know the other big thing is be aware that knowledge 21 is coming so go ahead and prepare for that now uh start talking with your organizations if this is something that you're looking at doing we will have some content uh in knowledge21 so look for that as well and like i said just be prepared and ready to go with that so with that uh as i said we're gonna look at kpi composer today and dan if you're ready uh you can take over sharing yeah all right i will uh share my screen out thanks thomas uh all right make sure i got the right screen that's always that that's always the trickiest part here right i think i am sharing the slide the uh you are sharing all right great thanks thank you guys um as thomas said you know my name is dan kane i am a uh i'm a outbound product manager within the now intelligence business unit so my role is to meet with customers specifically and talk about and help them plan strategies and plans for their performance analytics and their analytics and dashboarding programs um and you know i've been with servicenow actually just this week pennsylvania this week or two weeks ago was my eight year anniversary so i've been here just over eight years now um and uh before i have probably done i've probably worked with i think we're getting to a point now i think i probably worked with over 100 different customers on whether it was me doing the implementation back in some of my earlier years with servicenow or as a or as kind of doing this consulting on strategy around implementations as i've been doing more recently so i've been working with pa really since we bought this product we bought the company mirror 42 back in 2013 so i've been working with performance analytics since that time so let's start get to get into get into this and what we're talking about today is the kpi composer which is i found to be really an invaluable tool within you know within really the whole dashboard program as we look at this so as we look at that i want you to think about you know this this statement from eli goldratt he was the guy who did who wrote the goal uh if you're familiar with the book if you have not read it it's a fantastic book on prof it's you know specifically in the context of manufacturing process management but it has some fantastic information on just processes in general and how we handle measurements the but the keys in here really is but measurements should induce the parts to do what is good for the whole and measurements should direct managers to those parts that need attention that the the theme that really jumps out to me here is action measurement should for my fulfiller level it should induce them to do what is good for the whole and for the management level it should point out to me as a manager what parts need my attention have you ever been asked the question asked a question something along the lines of uh can you build me a report that looks like x that just looks like this my chances are pretty good that that you have at some point or another and really that's what we want to focus on here is looking at how do we get away from that purely kind of the order taker mentality of build me a chart to really looking at what do you want to measure what is the action that you want to create that you wanted that you want to trigger with these measurements and so as a report builder i become more of a consultant with the business rather than just a tell me what you want to see um i'll do a a brief look through how we look at the kpi model from a servicenow perspective and so we can see how the kpi composer fits in with the hole so i also a couple of slides some of these many of you may have seen in the past but it's hopefully a good good quick review when we look at you know what makes up a kpi or a key performance indicator we say that really it's a we look at it from a very much a top down perspective organizationally we have a mission and a vision from that mission and vision on an annual basis quarterly basis um sometimes it's at a five year or three year strategic plan we define outcomes these would be like our our business goals what are some of the specific outcomes that we want to get within the business over a period of time from those outcomes from an individual outcome we can say that i want to um we can say that that i want to uh i need to do some specific things to reach that outcome critical success factor so this is where we start getting into some level of measurement how do we know that we have succeeded or not succeeded at this outcome that's by critical success factors and then from each critical success factor we have the key performance indicators which is more the the active measurement to tell me what do i need to do in order to make this critical success factor better if in order to reach it and we look at it from the way you want to really look at it is the mission envisions we set the tone articulate a need within the outcomes this is the business goal we determine the desired business outcomes that we want to get from measurement and then finally the critical success factors and kpis are how do you know that you've achieved the outcomes so the idea is we want we really want to start uh taking this process of developing dashboards and developing measurements and taking it more from the perspective of what are your outcomes and how do you know that you've achieved the outcomes that's that's the focus we want on this um just another model that some of you may have seen before is we call this the the chain of gain or something very similar to that they may call something very similar to that we have a you know when we're talking about measurements we have an executive perspective that is usually that high level objective that critical success factor maybe even the business goal that says i want to improve my net promoter score by five points in the next 90 days from that from the executive level we go down we go down the next level in the hierarchy to the management service owner level that says what can i do as a service owner to meet that objective of improving the nps score by five points in 90 days so we have these items that are that are going to be the that are going to be leading indicators for a service owner increase first time resolution by 20 lower mean time to resolve eliminate reaching out for more information but the idea is these are all factors that help influence the high level objective and then after that at the then these become lagging indicators for your fulfillers your frontline workers so the frontline worker says okay i have a lagging indicator but to me is something that you know that i can only indirectly influence that says we um i want to i want to help lower the mean time to resolve by 10 from that what can i do what are the things that i need to look at what are the things that i that i can take action on well i can look at to make sure that none of my incidents have that all of my incidents have been worked on at least once every five days they have updates on them i can look at the number of reassignments i've had for the incidents that i manage and i could actively see that right now and i can see where i'm doing well and where i'm not i can also say i can they want to just in general avoid incidents older than 30 days but the whole idea is that this is a chain this is a hierarchy that starts from the objective if someone comes to you and just says i want to measure uh first call first call resolution yeah just show me first call resolution my pushback to that is that always where does it fit within this hierarchy uh what what is the objective what is the business objective we're trying to reach often there is one but they haven't thought about it that way i mean if if they're uh you know it's because what what you're going to have some of your business partners come to you and they'll come to you with things like you know 15 or 20 different key performance indicators and i stress the word key because in my mind you know 15 or 20 there's no way 15 or 20 are key performance indicators there might be some related indicators that help me understand the key performance indicators but if me as an individual say i'm a manager or even better if i'm a frontline worker if i have more than three to five key indicators that i'm working towards i'm lost so i need so i'm indeed so the idea is i want to get this into these just these key levels of what's most important to reach the business goals so that's just kind of the background of how we look at kpis this is a slide or a variant of this slide many of you may have seen if you've gone through demos with us or different conversations with us when we say when we talk about working with dashboards the mantra i always use is we design right to left and build left to right and that's what this model really means is when we design we design by starting from that responsive business goal should almost have these chevrons going the other way but the i think people think of it more logically at this direction but we design by first what are my goals then within my goals i want to develop i want to determine what are the kpis what are the actual what are the actual kpis so if you think of that previous slide it's very much so the you know what are the kpis that help me reach those goals um and that that that's usually at a process owner service owner type of level and then we want to look at say with those kpis does the data exist do we trust it if i want to show a top level role i want to show a roll up to the top level executives on mean time to resolve do we trust that data is that you know is the data is the process integrity do we have trust is there a culture of cleanup so when we have things like categorization of incidents if you know are our resources our fulfillers actually changing the categorization as necessary throughout the life cycle of an incident or are they just leaving it as is which isn't really helpful for us in getting better and improving the process so the idea is once we've mapped out this process the design then we look at how do we want to build so we build from the data foundation do we have the data do we need to create new fields do we need business rules do we need things really outside of the realm of reporting and analytics that will help us make sure the data is right then start building me a dashboard with kpis once i understand and trust those kpis i i look at my executive dashboard that says okay here's the high level roll ups so real quick so that's just a real quick look at some of these um and many of you may have seen these before so then i want to put the con i want to put kpi composer into that context so i'm going to say what is kpi composer so kpi composer is it's it's a tool that's available through the servicenow store as as a plug-in to the store it helps you map business goals to actionable kpis and visualize them on dashboards the way i always describe this is i i often have back in the days we used to meet in person i would uh meet with a customer and we'd have a whiteboarding session where we'd go through the process of what are some of the kpis that are important to you and we would basically whiteboard all the way from that whole process of the business goal to the critical success factors to the kpis and then take that extra step and say where's the data does the data exist what kpi composer is designed to do is to give you a nice visual that gives you that a nice visual that allows you to have those types of meetings those types of discussions and have it available for and have it available for reference forever really it creates simplified task lists for configuration of what needs to be done so it gives us a lot of tools for that for what i would really say is this design we talked about design this design stage design stage is hard because it usually because it's usually the one that's the most time consuming and no one likes that part so this really helps us streamline that process some of the key benefits i'd just like to just go through this quickly some of the key benefits we document business requirements that's huge that's it so what are my requirements align kpis to actual goals and strategies design dashboards with your stakeholders in mind so that you we're meeting with the stakeholders to understand what their needs are then we build it out based on those needs we can reuse available performance analytics and reporting content and as i mentioned we generate a task list for technical implementation so it really is just a reusable user interface to guide the dashboard consultation process because we want the people who build reports to become really that that consultant that adding business value so where does it fit within within the data information flow and within the the platform so as we want to build out reports we are yeah so we sometimes to get that start right uh the other initial request is i just want a report that does x when we want to make that more of that consultation process we want to start looking back at more of the whole idea of what are our operational plans what are our strategic plans so we have a service process or owner that might provide us that well we also have some data science needs that says that you know maybe outside of the platform that says that the you know the uh in-depth data science is showing us that we really should focus on x and y so they had so there's the idea that there's a couple of different ways where information or report requests come to us often it's from organizational leadership with business priorities that focus the driver of each of these so this is kind of like that goals perspective so from a service process service owner i have a very service-centric business outcomes that i then bring into the service-centric business outcomes the data analyst gives me some data science insights that as a that i bring into maybe as a a process owner or a business analyst or a subject matter expert that says i have these service centric service centric business outcomes that i need to work through so then i have uh then i have kpis and personas so i need to understand who needs the who needs these different kpis what are their personas then i might have an analytics developer that i work with to help actually build that ultimately dashboards are built and we have a dashboard consumer one or more dashboard consumers so within the context of the analytics application we also have analytics administrators and system administrators so the analytics admin is going to be doing things like you know making sure the collection jobs do what they need making sure we have that the pa system properties are working correctly or the system admin we need them involved because they deal with things like system roles if we need to make table and field modifications add business rules database views etc and then we have and then the whole idea is in the ideal world we have that feedback loop from the dashboard consumers to that business analyst who understands what the business outcomes are supposed to be and that dashboard consumer that says am i getting what i expected from a utility and warranty perspective ultimately driving our digital transformation say how do we start making our business run based upon data and have the and based on automations so when we talk about now intelligence we're really talking you know this is really the the realm of now intelligence that i've outlined in here is you know what the things that we do within these different pieces and if we look at that the breakout of the now intelligence we can say we have performance analytics and reporting within these these functions of that flow we have predictive intelligence which can actually be and third-party vi tools which can provide some of our data science insights and those those are some of the outputs of the digital transformation piece as well but what what we where kpi composer comes in then is this in between this middle part in between we have our outcomes so we want we have the process for building now how do we bridge that gap between building between outcomes desired outcomes and building a dashboard and that's really what we're talking about here with kpi composer so we use kpi composer we have three primary entities we have a business goal again relating back to that model we talked about before the goal the uh in this case an example might be to become a preferred service provider it's more it's more theory it's more of you know what is our mission we have a critical success factor that's based on that goal so that defines what a business needs to do in order to achieve that so become a service provider i might want to improve my net promoter score by five points in 90 days say as an example and from the critical success factor we have measurements used to quantify the goals and priorities of an organization so some of the measurements we might have to help us with that improved net promoter score increase first time to resolution lower mean time to resolve uh count the number of in open incidents not worked on for more than five days and you know they're these the sort of things that we would look at but the idea is that they're all tied together so they come tied together and they really the idea is that it's really a flow so we use these as our primary entities our primary objects in kpi composer and they so they flow from one to the next and that it is it really relates very much so to that slide we had back earlier on the uh you know we're talking about the the the chain of gain from that high level objectives to the to the service owner perspective to the um front line worker perspective stages do we have stages in a kpi composer project and we're going to demo that in just a moment here the stages we have we have stages of analysis that's really where you sit down with your subject matter experts with your business owners the the primary who's responsible for the stakeholders who can represent the stakeholders of your dashboard content what do they need so we have so we have the analysis stage to work with them we have a dashboard visualization stage where we'll usually often work with with the same people as well where we say we want to say okay so now we know what your kpis are what should a dashboard look like so we do some mock-ups we do some it's almost like uh wireframing from the dashboard visual lit so then once the dashboard visualization stage then we usually let that is done then we usually let the the business stakeholders step away and we start looking at the data definition we start looking at now does the data exist does our workflow allow us to capture the data do we need to make changes to the to the process workflow do we need to add new fields do we need to add a database view where we get that so we get into this whole data definition where does the data come from for our kpis um and then finally we have a review stage where we identify what are the tasks that need to be done in order to actually start building so all of this is before the actual build process happens this is this design stage that we talked about earlier as we so this design right to left um so it's an asset from this perspective the business goal the process service improvement the data foundation so they all the idea is that this all really fits together so setting a stage for this for our demo let's say a cio was charged with specific organizational goals including improving service quality so we so we the we'd ask the questions like well how could this be measured where should we focus how could progress be made to be made transparent these the types of questions that i'm going to be asking the cio or the cio's delegate that's helping me understand what they need on their dashboard how could he direct the efforts of his team to take actions necessary to improve these are the sorts of things these considerations that we want to have so let's do a demo let's start let's look at a demo here of it and oh i think you tell i was in the forums here so this is a demo this is a kpi composer is just available as an application on you know on the navigation bar it's it's it's its own application its own module with its own application within the navigation menu uh it has several components but the component that we'll spend most of our time in is this kpi composer this this initial kpi composer module what this will have is all the different we call them projects important to note that these projects are not the same as platform projects within the the program and project management application these are unique from the unique within the realm of the kpi composer and dashboarding so the idea is that i like a main business goal might be my one my my project level and the idea is i would have multiple projects in here you have multiple projects that i'm working on so when i open a project or create a new one it's going to identify it's going to load and in this case i've got i've got some information already in here but the point is that we're still ultimately working with this model of the business goal the critical success factor to one or more measurements that's really our point here with with our kpi composer so this is just a simple drag and drop so if i have a new business goal i just drag my business goal onto my my visual designer and say you know this is um so we do something like this so we have and we can put in details and much details we want to about it we can even do things like assign ownership of it these are all optional maybe there are already art knowledge articles that are related to what it is we're looking for that i can use it's all the information that i might need to provide to a dashboard builder so they have the correct information they need to build the dashboard that that the stakeholders ultimately need so that's what i do with these i'm going to remove this one i just want to show an example of it so then within so in this case i have my goal of to improve csat by one point and say my customer satisfaction from a three point from a 3.2 to a 4.2 something like that i don't know oh here here's my example 7.3 to 8.3 or better by q2 2021. so the idea is this was a critical success factor that was just dragged on top of the business goal to say this is now a critical success factor related to this goal and within that critical success factor i can always reopen them similarly i still have the whole idea that i could have put in a more detailed description i can add knowledge articles i can say who is the owner of this you know i can have who's the owner of this particular one so again as a report builder or as a dashboard builder i know who to go back and ask if i need information about what it is we're really trying to accomplish if it's not clear from all the information here and then any other contacts that you might need for this i could identify personas you know who is the persona that this particular kpi or this particular critical success factor is intended for um in this case i've identified here got my an itops director maybe a service desk manager an incident fulfiller is there as an option but they're not turned on so it's just a simple toggle turn off turn on and then how do i want to group that so this would be from a pa perspective think of this as like the break as the breakdowns that you'd want so we're trying to put this in terminology that is easy but easy to have discussions with the business stakeholders and i can so when i talked about those like those stakeholders who who this dashboard is for who's the persona for it that was simply a matter of dragging a in this case a persona onto that particular measurement critical success factor i could drag them anywhere i wanted to and they become a mem and they become a a person associated or persona associated with that measurement uh in this case i'm going to remove the incident filler i just want to show you how that could be done and i create new and i can create new personas because these are just three i have available on this project i can always create new personas by saying you know maybe i want to have the cio as another persona so i just create them as a persona and they're another persona that i could just drag and drop onto any of the objects on the screen here and what this helps me do is this helps me identify who this measure is really targeted for the cio is not interested in the percent of incidents updated within the last 48 hours the director may not be interested in that they're certainly interested in csat and they want to know who's responsible for csat so i want to you know so i may need to go to my service dr service desk manager to say you know what are the impacts to our csat and how how are we working to improve them but the idea is though is i identify who those stakeholders are so think of it from what are the kpis they want to see on their dashboard that that persona would want to see then i do the same thing with measurements i drag measurements this add measurement i just another drag and drop the measurement onto the palette so my cease of my csat for example is i have same thing i just have a measurement to say what it is measurement of customer sat so once i've done that and then all these and notice these measurements can be it can be in high can be hierarchical as well meantime some within my csat mean time to resolve i know is an impact csat i know my percent of incidents updated within 48 hours is a factor that impacts my mean time to resolve so that's the idea of this these are all so it's kind of showing the the alignment the cascading nature i'm going to skip the dashboard visualization briefly just because i want to show you how this works in with the data definition remember i said data definition is where i now stepped away from the stakeholders and now i'm doing the more in-depth discussion maybe with my system admins to say do we have the fields we need so for a different critical success factor for my average csat saying do i have an indicator that tells me what that gives me my csat and i can select one now i can type i can type an existing indicator you know actually i should do remember if that's in this demo instance or not no okay i want it up but the idea is if i have an existing indicator i can do it otherwise i can start i can you know there's i can enter in all kinds of information about this to say what it is i want to be let's see i'll say open i'll just just to put in something in here uh there we go something like that i don't know this but the idea is i have an indicator on this so now i've got an indicator this indicator doesn't have to be this this does not have to be an existing indicator one of the cool things that i really like about this is i can create um indicators in this case here's a link to the the indicator record i can create indicators that are just placeholders for the actual indicator i'm going to build in performance analytics so this is the idea is that this is just providing my builder my my kpi builder the information that they need in order to build this particular kpi so what the name is what the description knows if you're used to working with pa some of these fields may look very familiar if i happen to already have an existing indicator i can also link it here i could link my existing pa indicator but if i don't have that that's fine i can put in some additional notes for the developer that's building the dashboard i'm giving them some of the properties i want them to use uh you know what the direction minimize maximize what is it this is this case it's a formula what is the formula notice it's not the technical definition of the formula it's just saying what what what are the pieces that i want to make up my formula and the whole and you can even add in additional you know supporting indicators to this but the idea is that we're creating that whole design of it as i'm building those out and i'll um i'm also looking at the you know how what i want to visualize and i'm so i'm looking at it from the different the different personas i can you know these the different tabs these are not actual widgets these are just placeholders for the different kinds of widgets so if i want to add a widget the idea is i can add any and these are the widgets that already exist so if i just want to do and these are the widget types that exist so pivot score card you know i can add it to you know i implement it's and no no it's grayed out it's blurred out on purpose because of trying to make it clear that this is just a visual representation of that kind of widget so it's just again it's just a drag and drop to put the widgets on there the newer newest release the the 2.1 and higher series i also have the the ability to add other you know other i can add other artifacts i can add reports i can add report widgets so these are performance so i can add interactive filters i can add report widgets i can add content blocks and again these are just that this is just a placeholder for how you want the this to look and feel ultimately what this what these exercises do then is create for you a summary of what it is i'm trying to do you know what the whole project is trying to accomplish what are the pa artifacts what are the indicator definitions what are the breakdown definitions that need to be built um product validation this is uh this is a dynamic process that says what are some things that are lacking here right now so if i have warnings it'll tell me you know what what is what is information that's lacking to help my dashboard creators build it so it's going to give me a nice list of this case i have formula indicators that has no supporting indicators so maybe i need to put those in so it's giving me a whole list the csf has no indicators give me a whole list of to do's here of things to validate my project then i actually create what that does is actually creates a to-do list now i'll ultimately become the project tasks on the navigation bar again this is just a refresh that says what are the things i need to do what are the indicators i need to create okay here are the indicators that need to be created and i can now start assigning these uh that actually i'm sorry these are the these the indicators that need to be done in this case it's showing me that my pa record is empty so it hasn't been created yet but the idea is that i then start having the i can create a task list then where i start assigning these tasks and start saying you know this is the work that needs to be done and this is all to get back to to get us ready for the building stage so it's it's all it's helping us create this visual tool i use this with customers all the time now uh as they start start working through their their dashboard and kpi needs and so that this is a it's a really quick intro um i what i wanted to do is also reference you to the training that's available that goes into a lot more detail because this was fair you know fairly quick and dirty it's still pretty quick it's just an hour but it will the this is free through now learning online class that just walks you through the you know documenting the goals constructing this the the specifications you know generating the task that generating the list of implementation tasks all the way through that uh the process of doing that so that is a so so that is all of the work that goes this is the what goes into using this tool within the platform so i think we should now go to [Music] uh any questions that we as i go back to my my demo here any questions we might have any questions so what has come up folks uh adam and and uh thomas we have questions that are coming oh yeah dan great great presentation really good stuff there um there was a couple questions that came through a couple about uh cost um and it's obviously free it is they're available uh and then there was a question about uh the latest uh update what was in it so i just shared with them the release notes that told them um that information so that is all that has come through um as of yet it's it's really around the uh the cost in in the latest release so uh we have one that just came in here so okay uh has there been any discussion on creating a kpi stakeholder role which would allow the business to see the analysis and dashboard design aspects of kpi composer i right now the only the closest thing there is is there is a kpi i think it's i can't remember the kpi composer user but i think that's a that's a great question it is that sort of discussion is definitely in uh in line that's definitely something that i that i know i'm bringing to the uh the inbound team for you know for the product enhancements over time i think we definitely can create more roles for more people to have access to it so yeah that's really good feedback to get okay uh another one says assuming that this will be built in prod rather than transferred across instances through update sets so can you do it from or would you do it all in prod or is this something that you should do in in uh you know dev or whatnot yeah and in its current state it is something that this is really i would want to do in prod um for that this is the design part because the big goal for that i mean one is it's it's not real conducive to update sets because it's mostly data all of those components are data and not and uh and not configurations um but then sec the second part of that though is within production i have access to what are my what are the current what are all the current kpis what are the current indicators what are the current breakdowns that i could associate so i know what has to be built and what is already built for me okay the next one says i'm part of an international company that has six local i.t groups within the various business units each have their own objectives goals and executives any suggested best practices or approach to building these out within the product to minimize a maintenance nightmare while also supporting our needs that is a great that is a really good question um then that's i think that's something that we're getting better at with kpi composer right now it is still very much a focus on you know the kpi composer as a cape there's a kpi composer admin that will have access to access to all all of the projects um but then we had that whole concept of the owners so within my you know within my projects let's have my my projects list you know i i can update and say who are my contacts who is my owner right now it's not what yeah the goal is that it's you know if i'm an owner of just like two projects that's all i see on the screen here when i open up the projects list um i don't believe that is active yet but that that's that's the goal with that is to to make this something to where you know this is you know automatically limited to what are the you know and i think to what are the the projects that i run that i manage um and so that's that's really ultimately what we're getting towards okay great so i don't see any any questions um at this point so before we open it up to uh general questions unless there's any more real quick um i want to just um ask thoughts uh there's a couple polls that we're gonna put up here real quick uh actually hold on let me on one sec here's one more question here dan um let me oh i think i just saw it here yeah yeah yeah what do you expect to use that's a really good that's another excellent question kind of going back to the one slide where it's kind of showing where it's in between the where kpi composer fits in between the business definition of what the business trying to achieve and then the physical build out within the tool it really is designed to be the business that the a combination of a combination of the business stakeholders and the uh uh and the servicenow professionals the people who are building the dashboards um it is so that that that's really what it's yes and that's yeah yeah then that's a business philippian business unit so yeah that we get to that analysis stage that analysis tab that's one i definitely want to have available to my business stakeholders not that they can add the content if i'm the dashboard if i own the dashboard from a build perspective i want to be the person that that actually adds the content to the to the visualization but as a business but as a business stakeholder i do want to be able to review that and say is that really what i intended and all of that um there's another one here that says is this usually supported and configured by it departments or functional departments uh it's it is generally it a lot of it depends upon how you are how you built out the the governance around building dashboards uh our most standard scenario is where if i'm you know i may be the the business analyst that is responsible for the dashboard outcomes for a for a part for a part of the business uh that's kind of that pseudo technical is somewhat technical or somewhat business an ideal perspective is that it kind of in that sort of role that is usually out of i.t but but not always so but the idea is that yeah this is generally going to be in the hands of my i.t department to manage but with my business users my business stakeholders as a very very important viewer of this information okay and we had another one our teams yeah okay our team is using service catalog requests for our front door for reporting and analytics work is there a best practice or model template for capturing information from your stakeholders in a request form prior to moving details into kpi composer that is i love that question and uh and i love that question most yeah because the answer right now is no um that because i think that's a fantastic use case that's i i think one of the i in my mind that's really one of the things that i think we're trying to push from an outbound product that we're hearing from customers is how do we start tying in these kpi composer objects with things like if i'm using agile how can moving them into stories how can i maybe associate them with in this case the service catalog requests right now there is no means to ought to uh to automate the the transition from a a request a catalog request into a kpi composer project or even a cape or even an object but that's definitely i think that's an excellent use case for us to bring forward okay great so um if there's make sure there's not any more questions coming in about kpi composer uh while we're waiting i want to go ahead and put up a poll real quick and there's three different uh polls uh two that are talking specifically about kpi composer and then the other one is just about um interest in future uh academy sessions so i'm gonna launch that and if you can go ahead and vote and then while you're doing that uh we did have a question another question come in here so it says is there a way to get the kpi composer projects card to stay where you left them on the screen kind of a broad question there you there dan it helps when i unmute myself so make sure i didn't lose you yeah thank you thank you for asking up they saying they always render vertically when i reload they do they do and right now that is it's always trying to do what it thinks is that the best is always going to it's always going to refactor for what it thinks is the best visualization given your screen monitor and the space available so it doesn't right now but i think that's another good that's another good feature request okay all right in the poll questions coming in and then the first question with the poll about uh have i heard of the kpi composer but looked at it it should be not looked at it thank you phil for catching that i typed these in i got it wrong this is not thomas's fault this is adam uh so if what we're trying to get is this something completely new or it's something you uh something completely new something you've heard of um but not looked at it or you've looked at it but haven't used it or have you used it well it's good you spoke up adam because i think that next question is up there is probably a good question for you unless you don't want to i'll go ahead and read it anyway general question we are working with cmdb data in spotlight at this time i'm unable to bridge the gap between the cmdb ci servers table and the cm db ci data centers table without using a database view however that prevents us from building an indicator source that we can that can be used with spotlight is there any work around so what i would look at for this um one the the database view restriction is one that we're looking at to to get resolved so that wouldn't be a problem but i think if i would look at this today and i have not tried this but thomas is going to try this and write a lab on it which is great in case you didn't know that um uh you seem to be query builder um are and it depends what we're trying to do but with query builder you actually do do build tables uh not views so i would look at building a query and query builder that answers your question that's going to give you a very weird table name but a table name that stays the same even as that query gets refreshed nightly or as needed and then you should should be able to run spotlight on that because it is a table not a view um so great question we uh we'll look that up to confirm that we can do that um and i uh we do have planned for i think creatorcon as part of knowledge a session on keep uh c seem to be query builder with performance analytics and spotlight i don't think was an exercise that we had planned but that seems like a great one uh to work with that uh and query builder thomas go ahead no i was um were you gonna go to the questions that are up there or something else uh i was gonna hit the next question okay that was in there about query builder yeah so so we actually had a uh we did a cmdb query builder uh session um a while back and um adam maybe you can grab that link real quick and type that in there uh but there is there is one out there that we did cmdb reporting i mean query building and reporting so we actually built out some queries and put it into reporting and like adam said the the idea in knowledge 21 is to actually have a creator con where we do we'll do the same thing uh but we'll also go a little bit further and put it into uh use it in performance analytics as well so that will be in knowledge 21. um and then here's another one for you dan my only issue with kpi composer is some of the features do not seem to work i'm in a hybrid config instance though is that the reason it when you say hybrid instance i'm not quite sure what that means though hybrid config instance so maybe christian if you could just answer that real quick um and we can try to answer the question and if if we can't answer it here it brought you maybe you can email or post on the community as well and we can on your the specifics that you're seeing too yeah we'll see there we go i'm not going to global oh um you're saying like working within an application scope or i think maybe he's talking about scope yeah okay yeah application this shouldn't actually application scope okay where it would potentially is access to existing indicators if those indicators existed and okay that's so i i think with this one i would you might want to post something in the community with some screenshots of what's not working and then if we can't get that resolved quickly then uh case on support would be yeah perfectly reasonable to put in um it should work everything should work in scopes yeah but whether you want to put a case in directly or if you want to um try it on the community either one of those is fine but i think we need to see it good christian thanks for the question yeah so uh no more questions have come in yet uh and we'll wait here but some interesting information from the polls so um and again based on the question i think was might have been out of context but uh 51 kpi composer was completely new to me uh which is very interesting so that's it's a good topic that we had today with dan and great information that dan uh shared and then what are your thoughts on kpi composer and um 70 you know feel it's uh seems very useful so hopefully this uh this academy will encourage more people to use it to go out there and at least try and try to use to see what they can and you know get some great use out of it as well so um are there any other questions this could be about kpi composer or a general question that you may have um here is your time and while those are coming in i'll add to kpi composer is a relatively new product for us i think we launched it um a year ago yeah just about a year ago maybe just about a year ago so it's out there um i believe it's backward compatible through new york so everybody should be able to use it um and it's under we just had a recent update to it use it try it out give us your feedback so the idea portal is there um you know we want to know how do we make it more expandable extensible to make it more useful for you so ask questions in the community uh dan's there and he answers them as well as other people um and in the idea portal if you'd like it to do something else to make it more valuable please put that in there there are other enhancements that are planned for it this is something that's pretty near and dear to us um that i think all of us see the power of this or many of us do but how can we make it better for you yeah and then and then the last poll which was talking about future sessions uh some interesting stuff here as well so um what seems to be the top with 66 is what's new in quebec for performance analytics and reporting and that actually is going to be a session on march 24th so we'll be able to get of all of that information uh to everyone then so that is definitely on the schedule and these other top five or so are very interesting as well so um i know that we have a um a blog on using multiple data sets and drill downs or i believe i did that actually as a session but it's definitely something that we can revisit as well and of course always advance widget configuration will be a good one so this is good feedback as well and we will definitely get these on um our schedule and some of this may or may not be covered in knowledge 21 so i would i would be aware of that um as well so um [Music] i don't see any more questions coming in so i think we'll go ahead and um there we go okay a couple more came in if you want to read those uh yeah one one other question came into the chat about uh out of the box kpis on um sc task and i i'll just say um i i'm not sure because if there's requests and requested item that there's some having to do with the catalog i'm not sure if they go into sc tasks but definitely look at the the solutions that are that are documented and if not you should be able to copy anything else um so it's always good to look out a box and look what's there um they should describe everything but if if not the same model applies that we use for incidents that we use for requested items you should be able to apply the task and get the same answers you're looking for okay thanks adam so another one looks like for you dan are there things to keep in mind before adding kpi composer in an instance is there any roles or additional items that are tuned or turned on or added we need to be aware of one of the nice things of one of the the nice things about kpi composer which is also one of the current challenges is that it's entirely an add-on it isn't there it does not integrate with anything else any other tables so it's very safe to add there are a couple of roles there is a kpi composer admin um and i'm trying to remember the user role name um but i know there's like a kpi composer user i can't remember if it's just user or what the idea is i would i would give the admin to the person who is filling that business analyst role the one that is bridging that gap between the the business stakeholders and the technical builders sometimes the technical builders wear that hat too but that's the person you know that's the role that i would give the kpi composer admin to okay thanks and adam i believe you're typing an answer to this last question um i i was but i will um i'll say this as well so uh the question is how do customers as we're getting as you're getting started with performance analytics how do you get started especially if you're established servicenow customer and the first thing is welcome listen come come join our our virtual our academies uh for some help the community is a great reference but the most important thing you can do is take performance analytics essentials um and if you're implementing you'd want to take fundamentals as well um and i as details performance analytics fundamentals was the first two-day class um instructor-led two-day class that we've had that is now self-paced that just got released to self-paced and it's free for now but it will not be free forever i think we only have another month or so where it's free so if anybody on this call has not taken performance analytics fundamentals they're now learning go do that in the next couple weeks um free self-paced right now but again it won't be forever but you want to take that training you want to leverage the community there's tons of resources in the community about how you go deeper and different features and as you do get started once you've taken that training at least essentials ideally fundamentals then look at the out-of-the-box content because you don't want to build something that somebody else has already built so once you have a decent understanding performance analytics you look at the out of the box content and and use that to that as needed then you can proceed to building out more but you don't want to jump the straight to building out more when you just build stuff out you're not looking at all the best practices you're not seeing all the the stuff that's there you're just ending up wasting a lot of effort but training out of box content then you can build yeah we will get we'll get that uh we'll get that link um real quick and we'll add that into here let me grab that real quick um let's see how we are well we got about two minutes so actually we might need to wrap up um dario if you could if you could take that same question and put that into the community and you could uh tag myself or adam and then we can try to see if we can get you an answer um to that as well and then for um jamie and whoever was um anonymous um they're actually the the uh academy that we did uh last time was the now and now enablement which actually will go through and give you the links for all of those uh particular trainings that are out there uh and a lot of other stuff as well so if you go to the um the academy page in the community if you're familiar with that where you actually have to invite for this you'll see that um that uh academy from last time and that actually has a pdf of the powerpoint that has the links in it or if you want to watch it as well it'll give you that information okay so let's close this out here so dan thank you again great information uh very useful good questions uh something that's going to be able to be referred to uh many many times on the community so really good stuff dan appreciate it uh so in closing here so um you know use the community we just talked about it and represented a few times so make sure that you're you know when you put your question in the community that you're putting in a manner that is going to be easy or easier for not only us but also other people in the community to answer that so if you're curious about the great way of writing a question in the community here's a link here that will actually give you some you know really good information about that um and then again as you saw earlier so all of our recordings are right out there in the community and uh we have a youtube channel as well and a lot of things are being updated there uh but go there for any of the previous ones uh we've made it now where there's a little bit of a description there that'll kind of help you uh to decide which one that you want to look at if you're looking for something there um and then the next time we have um indexing indicators which actually wasn't in the top five on that poll so maybe we need to rethink that but but we'll see in any case but that's that's what we're expecting for our next um academy session in two weeks um and we need your help just as we did the poll there which is really great information and we appreciate that if there's something else that you're looking for uh put it in the community um put it in a question form or whatnot to us and tag adam or myself and we'll see if we can't get that on the list as well um and going back to again use the community uh catch up on previous talk topics in the academy and then if you have any ideas if there's something that's that's um not in the instance that you need as it relates to performance analytics or anything else use the idea portal and get that information out there and then again takes uh take some training there's tons of training that is out there lots of free stuff self-paced stuff that is out there so take full advantage of that the kpi or kp i'm sorry ke20 labs are still out there so take advantage of those and then again um you know start preparing for knowledge 21 if you intend on going so uh with that um that's all we have for today i appreciate it we went over just a minute apologize about that but we'll see you on the next academy thank you