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ServiceNow Tips & Tricks: Benchmarking

The ServiceNow® Benchmarks application gives you instant visibility into your key performance indicators (KPIs) and trends, as well as comparative insight relative to industry averages of your peers. You can contrast the performance of your organization with recognized industry standards, view a side-by-side comparison of performance with global benchmarks, and implement recommendations for improved performance.



The ServiceNow Benchmarks application securely collects daily data on your instance and then aggregates the data into monthly global benchmark reports.

Performance Analytics is used to collect daily data on the customer instance. The data from the previous month is uploaded at the beginning of the following month via a scheduled job. If there are any errors, there are multiple retries.

During the month the data is uploaded, the data is aggregated and monthly results (your instance results, global results, and your ranking) are downloaded to the customer instance mid month. Monthly recommendation candidates are provided that you can implement to help improve your KPI performance. An email notification is sent when the global data is available.

All ServiceNow customers are allowed to participate in the Benchmarks program by opting in from their ServiceNow production instance, except:

  • Express customers

  • Federal customers

  • Customers with on-premise instances

Note: You must have a production instance to opt into the Benchmarks program.

Managed Service Providers (MSPs) and MSP-managed instances are supported, but with restrictions. MSP data is not included in global Benchmarks calculations, however, global Industry, Number of users, and geographical Region benchmarks can be downloaded for comparison in the Benchmarks dashboard.

Changing KPI configuration within the month requires one to two months of data collection before your monthly values reflect that change.

Note: The Benchmark Scheduler (bm.scheduler) user is added with Benchmarks. It is required for Benchmarks data collection.

Key features

  • 26 available KPIs (20 ITSM, 3 ITOM, 3 Security Operations).

  • Ability to change KPI definitions to match customizations.

  • Benchmarks dashboard in Service Portal (mobile friendly).

  • Ability to download KPI reports.

  • Filter data by industry, number of users, or geographical region.

  • Email notification when new aggregate monthly data is available.

  • Percentile ranking to indicate your standing within your participating peer group.

  • Recommendation candidates with guided setup to help improve KPI performance.

  • Product category-based roles to limit data access.

  • Integration with Performance Analytics for daily data collection and drill-down on KPI data.


Details on how to setup, etc. can be found here: https://docs.servicenow.com/bundle/london-it-service-management/page/product/benchmarks/reference/r_Benchmarks.html