[Music] this video explains the benefits of servicenow benchmarks and demonstrates how to opt in and out customize kpi conditions and use the benchmarks dashboard you can skip to any of these topics from the youtube description for this video with servicenow benchmarks you can compare your organization's performance with that of recognized industry standards and implement recommendations for improved performance for more details on the benefits of servicenow benchmarks and how the program works see the benchmarks overview video to participate in the benchmarks program you must opt-in from your servicenow production instance to in we navigate to benchmarks setup the sn bm client benchmark admin role is required to complete this task it's a good idea to review the opt-in agreement which explains that your anonymized usage data will be included in the global data aggregation your benchmarks usage data is protected and you can opt out at any time that looks fine so we select the checkbox and click opt-in selecting opt-in automatically opted us into all benchmarks kpis if we wanted to opt out of benchmarks entirely we would click this link and we'd be asked to confirm our choice and provide feedback we can also opt out or in at the kpi level by disabling or enabling individual kpis for example you could opt out of specific kpis for the applications you don't use you can find descriptions of all benchmarks kpis in the product documentation the kpi portfolio is likely to expand over time to include other servicenow product lines you can opt in or out of benchmarks or enable or disable individual kpis at any time when you opt out future collection of the corresponding kpi data stops immediately if your instance has customizations at the table or field levels these might impact your benchmarks data quality unless you align the conditions to reflect your servicenow implementation for example what defines a top priority incident varies across customers and industries we can customize any of these kpis to adjust the conditions to more accurately represent the data that our company is interested in for example here's the description for the kpi for percentage of high priority incidents which are defined as priority zero or one but in our company high priority incidents are priority two so we need to adjust the criteria to compensate for this difference there now this kpi is aligned to how we've defined high priority incidents in our instance and our benchmarks data will be more accurate when you look at your dashboard as we'll do momentarily if you see a lot of zeros or the data doesn't make sense make sure the conditions in your instance are aligned with the description for that kpi use the tabs at the top of the list to filter the kpis based on the type of task such as an incident or a problem [Music] and on the left are product line filters in this instance we've enabled itsm and itom opting into benchmarks we use the benchmarks dashboard to review our kpi data performance trends and indicator scorecards the snbm client benchmark data viewer role is required to view the dashboard the benchmarks dashboard landing page opens in a new browser tab it's built on the service portal ui making it accessible on mobile devices the service portal must be installed to view the benchmarks dashboard by default itsm kpis are displayed but you can change that by selecting another product line here this is the time period for the currently displayed benchmarks data and our industry according to servicenow customer account tables these tabs filter the kpis by process the same way as on the setup page each card represents one kpi in the middle of the card is the kpi value for our instance and at the bottom left is the average for this kpi of the aggregated data from all companies that have opted into benchmarks which comprises several thousand customers green indicates we're performing better than the benchmark average on that kpi and red means our performance is below the benchmark average the percentile rank reflects our company's standing on that kpi within our participating peer group for example a kpi percentile rank of 77 indicates that our instance standing for that kpi is greater than 77 of the participating instances in that group a high percentile rank doesn't always indicate a desirable result for certain kpis a higher ranking is preferable but for others a lower ranking is better the product docs list the kpis along with the preferred direction of the percentile rank currently our kpi peer group is global so our performance is compared to benchmarks data from all participating companies of all industries and sizes in all geographic regions when viewing our kpis it may be more valuable to compare our performance with that of companies in the same industry with a similar number of active servicenow users or in the same region selecting an item from this list filters the comparison pool thereby changing the values on the kpi cards we can't select multiple comparison groups at a time because in many cases this would result in a very small pool of comparison data and would compromise the anonymity of the comparison companies clicking here removes the filter other options on the landing page include viewing the kpis in a list format for an at-a-glance summary downloading the report to share offline and process optimization which allows you to analyze the process performance for improvement opportunities we should look at those kpis where our performance value is read here's one percentage of high priority incidents clicking view trend would show our trend line without a global benchmark line for comparison but we want to see both lines so we click the red number the chart shows our performance trend on this kpi over a period of up to 6 months we can tell at a glance whether this is a long trend in the wrong direction or a one-time spike in our case the kpi improved for a short time and then headed in the wrong direction again if our kpi is trending in the wrong direction the system offers recommendations for how to improve kpi performance within the context of features and capabilities we've enabled in our instance for recommendations with available actions we can take action right here to create a task and when the task is completed we'll see the before and after benefits on our kpi performance trend visualization here's the improvement workflow that shows the recommended improvements the ones that have been implemented and the ones saved for future use this is how benchmarks can help you stay on top of performance improvement for more information see our product documentation knowledge base or podcast or ask a question in the servicenow community