The document details ServiceNow's performance analytics for IT operations management, highlighting its features for monitoring and optimizing infrastructure and service delivery. It emphasizes the use of predefined KPIs, interactive dashboards, and embedded analytics to improve operational efficiency and decision-making. Additionally, it describes Jade Global's expertise in providing comprehensive IT solutions and partnerships with major tech companies.

1. Jade Global 2019 www.jadeglobal.com
The ServiceNow solution
Anticipate trends
Monitor current
infrastructure
capacity and predict
future utilization to
detect bottlenecks
before they occur.
ServiceNow® Performance Analytics for IT
Operations Management is an easy-to-use,
integrated application designed for reporting
and analyzing operational performance and
effectiveness in the ServiceNow enterprise
cloud. It comes with over 100 predefined,
best-practice KPIs along with out-of-the-box
dashboards for monitoring infrastructure
discovery, event management, cloud usage,
and CMDB health. The responsive, interactive
canvas provides access to real-time trends
with the flexibility to drill into performance
results and answer questions on the spot.
Embedded and contextual analytics
empower everyone to make better decisions,
and a unique visualization library delivers
transparency into the cost of outages, device
trends, and savings generated from
automated process orchestration.
Prioritize resources
Easily identify areas
where automation and
orchestration can
increase efficiency,
reduce costs, and deliver
great experiences.
Act with confidence
Restore service faster
with accurate
relationship data driven
by continuous monitoring
of CMDB accuracy and
completeness.
Optimize spend
Reduce the cost of
outages by focusing
investments towards
business services and
infrastructure that
regularly require
attention.
Guide continual
service improvement
Advocate for progress
and take action on KPIs
using Analytics Hub,
time charts, forecasts,
breakdowns, and
dashboards.
Performance Analytics dashboards provide IT executives, managers, and analysts with deep
insight into infrastructure discovery, event management, cloud usage, and CMDB health.
Performance Analytics for
IT Operations Management
Getting complete visibility into IT resources is becoming
increasingly complex as business services and applications are
spread across different cloud platforms, serverless
infrastructure, networks, and storage systems. As a result, IT
staff cannot determine which business services are affected by
changes, failures, or performance issues—nor can they easily
identify the underlying trends that would lead to the root cause
of the problems. Without clear views into service performance,
uptime, and availability, IT is unable to anticipate outages or
disruptions to users and customers.
The IT operations challenge

2. Jade Global 2019 www.jadeglobal.com
Extensible Library of KPIs and Dashboards
KPIs are quantifiable values that enable companies to measure
how effectively they are progressing toward key business
objectives. In IT Operations Management, KPIs might include
metrics such as the daily uptime of business services, overall
usage of cloud services, the number of newly discovered
devices, and the accuracy ratio of the CMDB. Performance
Analytics for IT Operations Management provides out-
of-the-box dashboards and 100+ KPIs based on best practices
and our service industry experience.
Analytics Hub
Organizational objectives and metrics (KPIs) are automatically
tracked in Analytics Hub, an immersive studio for analyzing,
comparing, and predicting progress toward defined targets.
For example, if a company is tracking toward a goal of
reducing the cost of outages, they may choose to measure:
• % of total impacted services
• % business services uptime of today
• % configuration items ownership
• % monitored configuration items
Performance Analytics automatically provides a detailed view
of each KPI’s performance trend using both current and
historical performance data. Through Analytics Hub, IT
operations managers and analysts can track KPIs and
breakdowns in real-time while comparing performance against
targets. KPIs can also be accessed using mobile devices to
check the latest results and analyze their trends anytime,
anywhere.
Responsive, Interactive Dashboards
Dashboards provide a graphical view of performance trends
and realtime results, allowing executives and managers to
make quick, informed decisions at a glance. Performance
Analytics delivers flexible and interactive dashboards for clear
performance visualization and easy customization. Navigation
is intuitive and familiar, with dashboards accessed from within
the ServiceNow interface using drop-down menus, and tabs.
From a dashboard, IT operations managers and analysts can
access Analytics Hub, drill into breakdowns, and directly
access the underlying operational records. Interactive analysis
and filters guide users towards meaningful patterns and trends.
Dashboards can be shared with groups or individuals,
ensuring there is a single version of truth driving operational
improvement.
Embedded, Contextual Analytics
Performance Analytics includes powerful, in-platform analytics
for ServiceNow IT Operations Management. This empowers
employees with self-service intelligence based on secure,
realtime data—while retaining the business context needed to
turn insights into action. Embedded analytics provide faster,
more secure, and more reliable results than traditional
business intelligence, or third-party tools, and make data
discovery more accessible to stakeholders at all levels of the
business.
Using in-form analytics, IT operations managers and analysts
can access context-sensitive trend data instantly and use that
knowledge to optimize spending decisions, reassign resources
to business priorities, anticipate utilization bottlenecks, and
drive the business forward. In-platform analytics also facilitates
compatibility with any changes or customizations across the
ServiceNow platform, making upgrades a seamless
experience while delivering fast time-tovalue for users across
the enterprise.
Jade Global provides enterprise business application implementations, integrations, software product engineering, Cloud services, technology
advisory, testing, and managed services across diverse industries. We are headquartered in San Jose, California with U.S. offices in Philadelphia
and Los Angeles. Jade Global is an Oracle Platinum Cloud Select partner, Salesforce Silver Partner, ServiceNow Silver partner, Dell Boomi Certified
System Integrator Partner and Microsoft Gold partner. We have additional strategic partnerships with NetSuite and Zuora. Jade has been
recognized as one of the fastest-growing companies in North America by Inc. 5000 and was featured on the Fastest Growing Private Companies list
in the Silicon Valley Business Journal.
Workbench widgets provide end-to-end
transparency into KPI trends, breakdowns,
and influencing factors.
Analytics Hub enables stakeholders to make
quick decisions based on emerging and
forecasted trends.